Complain to ASOS
Online fashion retailer
RetailHow to complain
ASOS handles complaints through its official online form.
Common ASOS complaints
Know your exact situation?
Step-by-step guides for the most common ASOS disputes - the law that applies, deadlines, and a template letter for each.
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.
Consumer Contracts Regulations 2013
14-day cooling-off period for online and distance purchases.
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
Customer Service
Allow 14 daysContact the retailer’s customer service team directly
- 2
Formal Written Complaint
Send a formal complaint letter citing the Consumer Rights Act 2015
- 3
Section 75 / Chargeback
If paid by credit card (£100+), contact your bank for Section 75 protection
- 4
How to complain
ASOS handles complaints through its official online form.
Expected response time
14 days
Retailers should acknowledge complaints within 14 days. No statutory deadline, but unreasonable delays strengthen your case.
Ready to fight back?
Create a professional, legally-backed complaint in minutes.
Start my ASOS complaintFree to start • No credit card required
Frequently asked questions
Tools & guides for your ASOS complaint
Free calculators and explainers that strengthen the case you make to ASOS.
- Section 75 & chargeback checkerPaid by card? You have a secret weapon.
- Chargeback letter generatorGenerate a bank chargeback request letter.
- Delivery compensation calculatorCalculate compensation for late or failed deliveries.
- Consumer rights checkerFind the laws that back you up.
- Cooling-off period calculatorChanged your mind? You might still have time.
- Refund timeline checkerUnderstand your refund rights for faulty goods.
- Owed a CMA refund? StubHub, Marks Electrical, the AAThe CMA publishes a live register of companies ordered to refund customers. Three are on it so far, £1.95m secured, and you don't have to lift a finger to get paid.
- Klarna & Clearpay complaints: your new rights from 15 July 2026BNPL comes under FCA regulation on 15 July 2026: affordability checks, real support in hardship, and Financial Ombudsman escalation. What changes and how to use it.
- 6 ways to get your money back when a company refuses a refundA refusal isn’t the end. Six free routes to your money - Consumer Rights Act letters, chargeback, Section 75, ombudsmen, small claims - and when to use each.
- How to reclaim bank charges and overdraft feesWrongly applied fees, hardship charge spirals, and mis-sold packaged accounts are all reclaimable - free, without a claims company. Here’s the route that works in 2026.
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.
Ready to get results?
Read your ASOS letter first, with the law that applies to it. No account until you want to keep the draft and track what they do next.
Free to draft • The letter is yours either way
Work at ASOS? Reply to complaints here.
Don't let ASOS ignore you
A letter that cites the law, sets a deadline, and says what happens when it passes.
Create my ASOS complaintDisclaimer: 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. Contact information is sourced from publicly available company websites. This page is for informational purposes only and does not constitute legal advice.
Last reviewed: by NoReply Editorial