Due to a processing error, some of our customers were refunded incorrectly. We’ve sent an email called ‘Action Needed: Refund Correction for Your Order’ to everyone affected by this on 22 and 23 December 2025.
If you received this email, you’ll also see a payment link included that’ll allow you to make the repayment. The process should take only a few minutes, and don’t worry - all transactions are fully secure.
Once you complete the payment, you might see a message saying your payment’s on hold and is going through security checks – this is an expected automated check for extra security, and you don’t need to do anything else.
In the receipt for the payment, you’ll also see the email address ‘care@asos.com’ mentioned – please note, this email inbox isn’t monitored or supported.
We’re actively working on making sure this doesn’t happen again. Thanks for understanding!
Please remember: ASOS will only ever contact you through an ASOS-branded email address, notification pop-ups on your phone, or a verified social media account. We always recommend staying vigilant and making sure you're talking to the right person.
