Can you help me at checkout?

Items disappearing from your bag
Promo codes not working
Delivery and address issues
Payment issues
Technical issues at checkout

Why are my items disappearing from my shopping bag?

When you add an item to your bag, it’s reserved for 60 minutes. You’ll see a message at the top of your bag confirming this. After this time, the item may be removed so other customers can buy it.

Don’t worry — if this happens, the item will be automatically moved to your ‘Saved Items’, where you can easily add it back to your bag if it’s still in stock.

Items disappeared sooner than 60 minutes? This can sometimes happen if you use the back button in your browser to navigate. Instead, use the grey ‘Continue shopping’ button to move through the site.

Promo code not working?

Discount codes must be entered manually at the checkout stage. Please note:

• Some codes are specific to your account or email address.
• If you received a code via email from ASOS, it may only work on the email address it was sent to.
• Only one promo code can be used per order, including free delivery codes.

If your promo code isn’t working, please check that:

• The code is still valid and hasn't expired.
• The items in your bag are eligible.
• The Ts&Cs of the code have been met.

Using a Student discount code? Please check the Student Ts&Cs for full details, including any exclusions that may apply.

Delivery and address issues

Delivery options and cut-off times may vary depending on your location and the delivery service selected. This means that some delivery methods may not be available for your postcode. Some delivery options may also have specific order cut-off times, which can vary depending on your location. At checkout, we’ll show you all available delivery methods for your delivery address. For more information on delivery options and postcode restrictions, follow this link.

Payment issues

Some payment methods may not always be available to select. At checkout, you’ll only see the payment options that are currently available for your order.

If your payment is declined, your bank or payment provider may place a temporary hold on funds. These funds are usually released within 10 working days. If your payment has been declined, follow this link for more info on checks to complete before placing a new order.

Technical issues at checkout

If you’re having trouble completing your order, please try the following steps.

For the app, start by force- closing it and reopening it. Make sure you’re using the latest version of the ASOS app and that your device’s operating system is up to date.

For the website or mobile site, clear your browser’s cache and cookies, try using a different browser or device, and ensure your browser is fully up to date. You should also turn off "Block all cookies" in your browser setting.