Do you need to cancel your ASOS order, or have you changed your mind about subscribing for Premier Delivery? This helpful guide can show you what to do to cancel ASOS orders and get your money back.
Cancel by Telephone
1. To cancel your order over the phone, call the ASOS customer care team on 0207 756 1000. You have the option to press 1 for customer care or press 2 for the head office. You can contact the head office to escalate complaints, but refer to the customer care team when it comes to your account and problems with orders.
2. When you are through to an adviser, explain that you want to cancel an order. You will need to provide the order number, as well as other details to confirm your identity. This will usually be something like the e-mail address and delivery address on your account. The adviser will tell you if it is still possible to cancel.
3. If you chose Standard Delivery, you have one hour to cancel your order. After this hour, it will be too late. For Next Day or Express Delivery, you only have 15 minutes to cancel. You cannot make any changes to an order after placing it; you would have to cancel and then re-order. Your bank reserves the funds for ASOS, so it could take a few days before they are available to you again. If it is too late to cancel, you will have to wait for the delivery and either refuse it or send it back to ASOS yourself using one of their return methods.
You can also request cancellation of your ASOS order by submitting an e-mail. Click here to go through the steps and fill out the contact form. Select “Order Issues” from the list of reasons to contact ASOS for help.
The next list shows you some options for what might be wrong with your order. Select “I want to cancel an order” to go through to the next step. The other options only apply if you have already received your order.
You will then be given the choice to sign into your ASOS account, or continue without signing in. Signing in will make it easier to select the order you are contacting them about. You can find the order number in the confirmation e-mail ASOS sent you at the time of purchase if you don’t want to log in or don’t have time.
If you choose not to sign in, simply copy and paste the relevant order number from your confirmation e-mail. Then fill out the rest of the details in the form and click the send button when you are done. Use the e-mail address associated with your ASOS account to help the customer services team find your account. You can also do this by launching a live chat with an adviser if you would prefer an immediate response.
Should you decide to cancel an ASOS Premier Delivery subscription, you can also use either of these ways to get in touch with the customer care team. You can only cancel within the first month, and they will only refund you the £9.95 annual fee if you did not use the service during that month. The contact form or live chat are also the best ways to cancel an order for a gift voucher. You have 30 minutes to cancel such orders.
Another way to cancel is to log in to your account straight away. Visit ASOS.com and hover over the person icon in the top right corner. The drop-down menu will give you the option to sign in. Once you enter your details, you can hover over it again and click on “My Orders” in the list to take a look at your order history.
In the “My Orders” section, you will be able to see your most recent orders and check their status. There will be buttons on the order summary to show the options you have. As mentioned, there is a time window from 15 minutes to 60 minutes when an order is cancellable, depending on the delivery service you chose. If it can be cancelled, there will be a “Cancel Order” button in the list which you can then press to cancel it.
The order should then show as cancelled, and you should receive another e-mail from ASOS to confirm the cancellation. If the button is not available, then your order will already be processing and might already be on its way to you. In this case, you will have to wait for the parcel to arrive, fill out the returns form inside, and then send it back again. Fortunately, ASOS offers a lot of different methods for returning their parcels.
Cancel by Post
Sending a letter to ASOS requesting cancellation of an order would be much too slow. They process orders and dispatch them quickly, so your request would be far too late when they receive it. You can still decide to cancel an order after receiving it, by returning the goods within 28 days. They must be in their original condition with all tags and packaging in order to get a refund. You can also request an exchange. If your item was faulty, you should contact ASOS by any of the methods on this page to get a replacement sorted. They have many returns methods including pre-printed labels. If you need it, their address for returns is:
Or if you decide to write a letter to the ASOS customer care team regarding your order, here is the address:
ASOS Customer Care