ASOS Parcel Not Delivered or Refund Refused? UK Guide
ASOS uses several couriers including Evri, Royal Mail, DPD and Yodel. If your tracking shows 'delivered' but you didn't get it, claim from ASOS. They cannot pass you to the courier.
Who delivers your ASOS order?
ASOS typically uses: Evri, Royal Mail, DPD, Yodel. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with ASOS, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on ASOS to deliver into your physical possession.
ASOS contact and returns
- How to contact
- ASOS Help in your account, then 'Where's my order?'. Live chat is available for missing or wrongly marked-delivered orders.
- Returns policy summary
- ASOS offers free returns within 28 days for most orders; check the latest cut-off in your ASOS account.
How to claim a refund from ASOS
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact ASOS via ASOS Help in your account, then 'Where's my order?'. Quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If ASOS refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
ASOS delivery FAQs
Is ASOS legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (ASOS) is responsible for the goods until you take physical possession. ASOS cannot redirect you to the courier because your contract is with ASOS, not the courier.
How long does ASOS have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
ASOS Premier paid delivery — does it change my refund rights?
No. Premier covers free unlimited next-day delivery but doesn't reduce your CRA 2015 rights. If a Premier delivery is late or missing, you're still entitled to a refund.
What if ASOS asks me to wait for the courier to investigate?
ASOS is allowed reasonable time, but cannot indefinitely delay. Set a 7-day deadline. If ignored, escalate via Section 75 (credit card over £100) or chargeback.
Can I use ASOS chat or do I need to put complaints in writing?
Use chat for fast resolution but always confirm the outcome by email so you have a written record. Save the chat transcript.