ASOS sells an annual delivery subscription, commonly called Premier. It is charged once a year as a single payment, which makes it one of the harder charges in this directory to attribute.
Because it is annual, there is nothing in the preceding eleven months to compare against, and the amount does not resemble a clothing order. It also renews automatically on the anniversary, long after most people have forgotten they bought it.
If an ASOS charge appears in a month when you ordered nothing, check whether it matches the Premier price before anything else.
One order, several charges
ASOS dispatches from multiple locations, and an order containing items from different warehouses can be split. Depending on how the order is processed, this can produce more than one charge, neither matching the order total you confirmed at checkout.
Pre-order items behave similarly: the rest of the basket may be charged and shipped while the pre-ordered item is charged separately when it becomes available, potentially weeks later.
Refund timing after returns
This is the most common ASOS complaint, and the timeline is longer than people expect. The refund is not triggered when you post the parcel; it is triggered when the returns warehouse processes it. Between posting and processing there can be a week or more, and then several further working days for the money to reach your account.
Keep the proof of postage until the refund lands. It is the only evidence that the parcel left your hands, and it is what a dispute rests on if the return is not received.
Checking an ASOS charge
- Open My Account, then My Orders, and widen the date range beyond recent orders.
- Check the subscriptions area for an active Premier membership and its renewal date.
- Match split dispatches by adding charges together rather than looking for a single matching amount.
- For a missing refund, check the return tracking first, then contact ASOS with the proof of postage.