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Complain to ASOS

Online fashion retailer

Retail

How to complain to ASOS

ASOS has no complaints email that we could find on its own site. Use its official online form instead.

ASOS ombudsman & regulator routes

Which ombudsman handles ASOS complaints?

RetailADR. Once ASOS’s own complaints process is exhausted, you can take your complaint there for free. Go to the ombudsman.

Laws that protect you

Consumer Rights Act 2015

Products must be of satisfactory quality, fit for purpose, and as described.

Section 9Section 10Section 11

Consumer Contracts Regulations 2013

14-day cooling-off period for online and distance purchases.

Regulation 29Regulation 30

Section 75 Protection

Credit card purchases between £100-£30,000 have joint liability protection.

Tips for ASOS complaints

  • Keep all receipts and order confirmations
  • Take photos of any defects or damage
  • You have 30 days for a full refund on faulty goods
  • The retailer is responsible, not the manufacturer
  • Online purchases have a 14-day cooling-off period

If ASOS doesn't respond

  1. 1

    Customer Service

    No legal deadline: set yours in the letter

    Contact the retailer’s customer service team directly

  2. 2

    Formal Written Complaint

    Send a formal complaint letter citing the Consumer Rights Act 2015

  3. 3

    Section 75 / Chargeback

    If paid by credit card (£100+), contact your bank for Section 75 protection

  4. 4

    Small Claims Court

    File a claim for up to £10,000 via Money Claims Online

    Visit website

Frequently asked questions

You have 30 days for a full refund on faulty goods. After 30 days but within 6 months, the retailer must attempt a repair or replacement first.

Not if the item is faulty, not as described, or unfit for purpose: these are your statutory rights under the Consumer Rights Act 2015 and can’t be overridden by store policy.

If you paid £100–£30,000 by credit card, your card provider is jointly liable with the retailer. You can claim from either party.

We haven't found a complaints email address that ASOS publishes itself, so start from the complaints route on ASOS' own site: https://www.asos.com/customer-care/engagement/how-can-i-make-a-complaint-the-asos-complaints-procedure/. Put "Formal complaint" at the top, with your account or order number, what went wrong, and the outcome you want. Keep a copy of what you send, or a note of the call with the date, so you have a paper trail. If ASOS won't sort it and is a member of the scheme, you can escalate free to RetailADR.

ASOS complaints can be escalated to RetailADR, free of charge, if the company is a member of the scheme. Complain to ASOS directly first: the ombudsman only takes your case once the company has had a chance to fix it, and its decision is binding on ASOS if it's a scheme member.

Tools & guides for your ASOS complaint

Free calculators and explainers that strengthen the case you make to ASOS.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at ASOS? Reply to complaints here.

Don't let ASOS ignore you

Read your ASOS letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.

Start my ASOS complaintSign in

Free to draft • The letter is yours either way

Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to ASOS or any of the companies listed on this site. Where an address is marked verified, we read it on ASOS’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach ASOS. This page is for informational purposes only and does not constitute legal advice.