Few things are more frustrating than excitedly ordering a new outfit or fashion accessory online only to have it never show up at your doorstep. Unfortunately, missing and delayed orders are an all too common issue when shopping with online fashion retailers like ASOS.
While ASOS is generally a reliable company that delivers millions of orders to satisfied customers each year, the sheer volume of shipments means some orders inevitably slip through the cracks and fail to arrive as promised. If you find yourself in this annoying situation of an ASOS order never being delivered, don‘t panic. There are steps you can take to track down your missing items or get your money back.
In this article, we‘ll walk you through exactly what to do if your ASOS order hasn‘t arrived, even after the estimated delivery date has passed. We‘ll cover:
- The most common reasons ASOS orders get delayed or go missing
- How to check your order status and tracking information
- Contacting ASOS customer support about your delivery issues
- Requesting a refund or reshipment for lost orders
- Tips to prevent future ASOS orders from getting lost
Plus, we‘ll take a look at some real customer stories of ASOS‘s missing order and delivery problems. If you‘re currently dealing with an undelivered ASOS package, this guide will give you a clear action plan to resolve the issue as quickly as possible. Let‘s dive in!
Why Your ASOS Order Might Not Have Arrived
Before we get into the solutions, it helps to understand some of the common reasons ASOS orders can go missing in the first place. While it‘s easy to jump to worst-case scenarios like your package being stolen, the reality is usually less nefarious.
According to ASOS, the most frequent causes of delayed or undelivered orders are:
Shipping backlogs and delays. ASOS handles an enormous volume of orders, especially during peak periods like the holidays, Black Friday/Cyber Monday sales, etc. Sometimes sheer demand can overwhelm even the best logistics chains. Weather events and unexpected issues with shipping carriers can also lead to slower than normal delivery speeds.
Incorrect or undeliverable address. Believe it or not, one of the top reasons packages fail to arrive is that the customer provided an address that was either incorrect or unable to be delivered to by the carrier. Always double check your shipping details carefully before placing an order.
Items out of stock. Occasionally, an item will sell out in between the time you place your order and when ASOS goes to ship it from their warehouse. The product page may not reflect the most current inventory in real time.
Lost or damaged orders. Even with tracking services and careful handling, it‘s an unfortunate fact that some small percentage of orders get lost or damaged in transit. An estimated 5-10% of packages in the US "vanish" each year along their shipping route.
These issues can happen with any online store, not just ASOS. But for impatient fashion shoppers eagerly awaiting a new look, even a short shipping delay can feel like an eternity.
So now that we know the why behind missing ASOS orders, let‘s look at exactly what you should do about it, starting with checking your order status.
How to Check Your ASOS Order Status and Tracking Information
As soon as you notice your ASOS order hasn‘t shown up by the promised delivery date, the first step is to check the status and tracking to see if you can pinpoint the problem. Here‘s how:
- Log into your ASOS account on their website or app
- Navigate to your Orders in the My Account section
- Find the specific order you‘re looking for and click "View Order Details"
- Check the current status and tracking events to see where your package is
There are a few different order statuses you might see:
Confirmed: ASOS has received your order but it hasn‘t shipped yet from their warehouse. During very busy periods, it can take 1-2 business days to process orders before shipping them out.
Shipped: Your order has left the ASOS warehouse and is on its way to you. The status should include your tracking number and carrier.
In Transit: The shipping carrier has scanned your package at least once along the delivery route and it‘s on the move. You can usually see a detailed list of tracking events showing each time it‘s scanned at a new facility.
Out for Delivery: Your order has reached the final destination shipping facility and should be delivered to you that day, typically on the carrier‘s usual route.
Delivered: The carrier is claiming they successfully delivered your order to the provided address. It will show the exact time, date, and usually the location.
Delayed: This means your order is taking longer than expected to ship or be delivered based on the original ETA. Weather, inventory, or general carrier delays could be the culprit.
Returned to Sender: The carrier attempted to deliver your order but nobody was available to receive it or they couldn‘t access a safe drop-off spot. After a certain number of attempts, they gave up and sent your order back to ASOS.
Missing/Lost: If the carrier loses track of your order or it fails to arrive after an extended period of time, ASOS may mark it as lost or missing. This is quite rare but can happen.
Knowing your order status is key to figuring out why it hasn‘t arrived yet. For minor shipping delays of a few days, you can usually just keep monitoring the tracking and wait it out. Most of the time, it will get delivered soon.
But if your ASOS order still hasn‘t shown up after a week past the original delivery estimate, it‘s time to contact ASOS directly to investigate.
Contacting ASOS About Missing Orders and Delivery Issues
So you‘ve determined your ASOS order is truly lost or undelivered – now what? Your next step is to get in touch with the ASOS help team so they can look into the issue and make it right.
The easiest way to contact ASOS is via live chat or social media:
Live Chat: ASOS offers a live chat option on their site and app where you can instant message with a customer service representative. Wait times are usually short. Chat is available 24/7.
Social Media: You can also reach out to ASOS on Twitter or Facebook and send them a direct message about your delivery problems. They are quite responsive on social media.
When you contact ASOS support, be sure to have your order number ready to reference. Describe the issue with your missing order and delivery in as much detail as possible. Let them know the expected delivery date and how long you‘ve been waiting. The more information you can provide, the quicker they can investigate and resolve the problem.
In most cases, the ASOS representative will look up your tracking information to see the last known location of your order. They may need to contact the shipping carrier to get more details on what went wrong.
If it‘s determined that your order is indeed lost or undeliverable, ASOS is usually pretty quick to resolve the issue to your satisfaction. More on that in the next section.
Getting a Refund or Reshipment from ASOS for Lost Orders
Okay, so ASOS has confirmed your order is lost or failed to be delivered. It‘s frustrating, but the good news is ASOS has a generous policy when it comes to making things right for the customer in these situations.
According to their website, if your ASOS order doesn‘t arrive within 20 days of the estimated delivery date, you are entitled to either:
A full refund of your original payment method
A reshipment of the same items at no extra cost to you
In our experience, ASOS is very good about promptly issuing refunds for lost orders. They usually process the refund within 1-2 business days and the funds are back in your account within 3-5 business days, depending on your bank.
For reshipments, ASOS will place a new duplicate order for the missing items and send it out ASAP via a trackable shipping service. In some cases, they may even upgrade you to expedited shipping at no extra charge to make up for the initial delivery fail.
That said, certain items may be out of stock by that point, in which case a reshipment won‘t be possible. A refund is usually the default option.
It‘s important to note that you must report your missing order to ASOS within 20 days of the expected delivery date, otherwise they may not be able to refund or reship your order. So don‘t delay if your ASOS package hasn‘t shown up.
In very rare cases where ASOS is unable or unwilling to satisfactorily solve your missing order dilemma, you can also dispute the charge with your credit card company or bank as a last resort. But this is hardly ever necessary with ASOS.
Tips to Avoid Lost or Undelivered ASOS Orders in the Future
While ASOS is typically quite good about resolving delivery issues, we‘d all prefer to avoid the hassle of missing orders in the first place. Here are some tips to minimize the chances of your future ASOS orders getting lost or delayed:
Double check your shipping address. Make absolutely sure your shipping address is complete and accurate before placing your order. Even a small error or a missing apartment number can derail delivery.
Choose expedited or trackable shipping. During busy periods like holidays, or if you need your order by a certain date, it‘s worth paying extra for expedited shipping. You‘ll have more precise tracking and it‘s less likely to get lost.
Break up large orders. If you‘re placing a large ASOS order, consider splitting it into multiple smaller shipments. That way if one package goes missing, your entire order won‘t be affected.
Hold for pickup. If porch piracy is a concern, or you won‘t be home to accept your package, consider shipping to a pickup location like a carrier facility for more security.
Order well in advance. If you need ASOS items by a specific date, don‘t wait until the last minute to order. Leave a buffer of a few days in case there are any unforeseen shipping delays.
By following these recommendations, you can avoid most issues with missing ASOS shipments. Of course, some delivery problems are simply beyond your control. But it‘s good to take precautions when possible.
Real Customer Stories: My ASOS Order Never Arrived
To further illustrate how other ASOS customers have dealt with missing orders, we browsed forums and social media to gather some real-life stories. Here‘s what we found:
Gina S.: "I ordered a dress for a wedding from ASOS that was supposed to arrive with 2-day shipping. The weekend before the event, it still hadn‘t shown up and tracking info hadn‘t updated in days. I contacted ASOS and they apologized and reshipped the dress overnight at no cost so I‘d have it in time. Great customer service!"
John D.: "I had an ASOS order go missing last month. The tracking info just stopped updating and said it was delayed. After a week, I contacted support and they told me the package was likely lost and gave me a full refund. My advice is not to wait too long to report it."
Maria R.: "My ASOS order was supposed to be delivered over a week ago but it still hasn‘t arrived. I used the live chat to talk to customer service and they said there was an issue with the address and it got returned to sender. They are resending it to me now. I wish they would‘ve emailed me so I didn‘t have to contact them first!"
Reading through these anecdotes, it‘s clear that while missing ASOS orders are a real headache, the company is generally very receptive and accommodating when it comes to issuing refunds and reshipments. Most customers were able to get a satisfactory resolution by contacting customer support.
ASOS Missing Order Policies vs. Other Clothing Retailers
For comparison‘s sake, let‘s take a look at how ASOS‘s policies for missing and undelivered orders stack up against some other major online clothing retailers:
H&M: If your order does not arrive within 30 days of the estimated delivery date, contact customer service to request a refund or replacement. Refunds are issued to your original payment method.
Nordstrom: Report any missing packages within 10 days of the estimated delivery date. Nordstrom will attempt to track the order but if it‘s undeliverable, they will issue a refund to your original method of payment or a reship missing items.
Macy‘s: You must report undelivered orders to Macy‘s within 60 days of the order date. They will investigate with the carrier and issue a refund or reshipment if the order can‘t be located.
Forever 21: Contact customer support if you don‘t receive your order within 5-10 business days of the estimated delivery date (for standard shipping). They will look into it and process a refund or replacement if undelivered after 30 days.
As you can see, most major online retailers have fairly similar policies when it comes to dealing with missing customer orders. The main differences are in the time frames for reporting delivery issues and receiving refunds.
ASOS‘s 20-day policy for lost orders is about average. They also seem to have better customer reviews in terms of the speed and ease of getting refunds and reshipments compared to some competitors.
The Bottom Line on Missing ASOS Orders and Deliveries
No online shopper ever wants to deal with a missing order that never arrives. But if you find yourself in that situation with ASOS, you now know exactly what to do:
- Check your order status and tracking for clues
- Contact ASOS support if your order is over a week late
- Request a prompt refund or reshipment
- Follow our tips to minimize the risk of lost orders in the future
While it‘s never fun to have an order lost in transit, ASOS at least makes the resolution process as quick and painless as possible in most cases. Hopefully armed with this info, you can get your missing orders sorted out ASAP.
Do you have experience with an ASOS order that never arrived? What steps did you take, and how did they resolve it? Let us know in the comments below. Thanks for reading!
