It’s a lot easier to get your ASOS items refunded when you’ve actually received your items in the mail – the item is safely delivered to you and ASOS can get your items accounted for when you send it back. However, what happens if your parcel never came at all?

Well, it’s not really a big problem, actually. You can still get your refund! However, make sure you’ve passed the expected delivery date and that you’ve made an effort to either contact SingPost on whether they’ve got a parcel for you, or check with your neighbours if they’ve mistakenly received it. If all of these had already been accounted for, you’ll have to be slightly patient because the wait is long. Here’s what to expect when your ASOS package goes missing, and what you should do:

1. Ask for help

Head to this link.

Shopback asos missing items

Click on “Delivery”, “Where is my order?” and then choose the order that’s missing from the options offered by the system. If your order isn’t reflected, choose “My query is about my most recent order which isn’t listed.”.

ShopBack ASOS missing refunds


Type in any info or query that could help ASOS and send it.

2. Wait for a reply


It’ll probably take about 1-2 working days before ASOS’ reply. You can expect a standard email response whereby you’ll be politely asked to wait it out for about two weeks to a month or so. No choice. Let’s wait.

3. If your article still doesn’t arrive pass the new delivery date…

…reply the previous email saying you’ve still not gotten it. They’ll reconfirm your address and other miscellaneous matters before refunding you.

4. Get your refund

ASOS’ customer service team is efficient and quick – you’ll just need to pass the initial wait is all! Hope this helps 🙂

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