I'm missing an item from my order, what do I do?

Question

Accepted Answer

We’re sorry there’s an item missing from your order. Here are a few things you can check:

1. Check your emails for an order update
If an item became unavailable or out of stock after you placed your order, we’ll let you know by email. You’ll see an ‘Out-of-stock items in your order’ email in your inbox.

For any items that are out of stock, we’ll automatically process a refund for items we can’t send . Any refunds will be processed back to your original payment method within 10 working days, and your ASOS account will be updated. You’ll be able to see these details in 'My Orders' under 'My Account'.

There's no need to contact us if you've already received your email update.

2. Is your order arriving in more than one parcel?Sometimes items are delivered separately due to the size of the order. Here’s how to check:

Log in to your account, go to ‘My Orders’ under ‘My Account’ and select the order you’re missing an item from.
If your order’s been sent in multiple parcels, you’ll see this under the ‘Order Details’, and each parcel will have its own tracking number and estimated delivery date. You’ll also see multiple tracking links in your confirmation email.

If one parcel shows as delivered but another is still on the way, your missing item is likely to be in there. Each parcel in your order will have its own delivery date, so please allow these delivery timeframes to pass to ensure you receive your full order.

3. Everything delivered but still missing an item?
If all parcels have arrived and nothing was marked as out of stock, please get in touch with Customer within 30 days of the final parcel being delivered to let us know an item is missing.