Verified: 13 March 2026 08:25 am UK Time
Industry: Online Fashion Retail
Jurisdiction: United Kingdom
Primary Regulators: Competition and Markets Authority (CMA)
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. ASOS is a digital-only company; they do not have a customer service phone number. Staff will never ask for your account PIN, ask for your bank details via text message to “release a package,” or ask you to move money to a “safe account.”
Level 1: Customer Support (Initial Complaint)
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How to complain: Because ASOS does not have a phone line, you must raise your complaint through their digital channels. Log into your account and use the Live Chat feature on their “Customer Care” portal, or reach out to their dedicated support team via direct message on X (Twitter) at
@ASOS_HereToHelpor Facebook Messenger. -
Source Verification Note: ASOS Customer Care Portal
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Availability: The automated chatbot, live human chat support, and social media channels operate 24 hours a day, 7 days a week.
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Timeline: ASOS aims to resolve digital queries within 24 to 48 hours.
Level 2: Formal Corporate Escalation (Notice of Dispute)
- Who to contact: If standard Live Chat refuses your refund, bans your account under their “Fair Use” return policy, or traps you in a loop, you must escalate the issue in writing. Reply to any existing email ticket you have, detail a clear timeline of the issue, provide tracking evidence if applicable, and state your desired resolution.
- Timeline: ASOS generally reviews escalated email complaints within a few working days. If they flatly refuse your request or claim an item was “not received” despite tracking showing otherwise, you have exhausted their internal process and can proceed immediately to Level 3.
Level 3: Regulatory Authority (The Financial Route)
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Authority: Your Bank OR Klarna/Clearpay
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The Reality: Because ASOS is not part of any statutory Ombudsman scheme, you cannot escalate a retail dispute to an external regulator. Your path depends entirely on how you paid:
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Standard Debit/Credit Card: If ASOS refuses to refund you for faulty, missing, or returned goods, you must immediately contact your bank and claim a breach of contract under Section 75 of the Consumer Credit Act (for credit cards) or request a Chargeback (for debit cards).
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Source Verification: Financial Ombudsman - Section 75 Guidance
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Buy Now, Pay Later (Klarna/Clearpay): If you used a BNPL service, you must log into that specific app and “Pause” the payment, reporting a dispute with the retailer. Klarna/Clearpay will then temporarily freeze the invoice and investigate the return/delivery issue directly with ASOS on your behalf.
Level 4: Legal Action (Final Step)
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Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA). You must address it to their exact corporate legal entity: ASOS.com Limited.
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Legal Address: Legal Department, ASOS.com Limited, Greater London House, Hampstead Road, London, NW1 7FB
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Court: If the LBA fails and your bank refuses a chargeback, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track.
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Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is ASOS still refusing to process your return because they claim the warehouse received an “incorrect item,” or did they ban your account with outstanding gift card balances? Reply below (do not share your passwords, full order numbers, or PINs), and our community will point you to the right Section 75 or Small Claims Court templates!