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

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, or because they’re being sent from a different warehouse (e.g. ASOS EU fulfilment centre) or from an ASOS Brand Partner. 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, whether shipped by ASOS or an ASOS Brand Partner, 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 on 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.

Find out more about how deliveries work with items shipped by ASOS Brand Partners here. 

3. Everything delivered but still missing an item? 

If all parcels have arrived (including items sold by ASOS Brand Partners) and nothing was marked as out of stock, please get in touch with Customer Care within 30 days of the final parcel being delivered to let us know an item is missing. 

Just one more thing...

We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.