ASOS has tens of millions of registered customers in the UK. Many people who are managing a bereavement will find the deceased had an active ASOS account – with pending orders, a gift voucher balance, or an ASOS Premier delivery subscription that continues renewing until someone cancels it. This guide explains how to notify ASOS, what documents you’ll need, how to handle each element of the account, and what to watch out for – including Klarna or Clearpay payments that are separate from the ASOS account itself.
Quick reference:
- Contact route: ASOS Customer Care via live chat or the Help Centre – there is no dedicated bereavement email or phone line
- Live chat hours: 07:00–23:59, Monday–Sunday
- ASOS Customer Care: asos.com/customer-care
- ASOS Premier: £9.95/year, auto-renewing – cancel via Customer Care or account settings
- Gift vouchers: non-transferable once added to an account (ASOS terms, last verified May 2026)
- No probate threshold: ASOS holds no financial balance, so probate is not typically required to close the account
How to notify ASOS
ASOS does not have a dedicated bereavement team, a bereavement email address, or a specific phone line for deceased customer accounts. The route is through standard Customer Care, either via live chat or the Help Centre.
Via live chat
Live chat is available at asos.com/customer-care from 07:00 to 23:59 every day. You will first be connected to an AI assistant – select or type that you need help with a deceased person’s account, and ask to be transferred to a human agent.
When you reach an agent, explain clearly that you are contacting on behalf of someone who has died and that you want to:
- Close the deceased’s account
- Cancel any active subscriptions (ASOS Premier)
- Clarify any pending orders or outstanding matters
Keep a record of the chat transcript – most browsers allow you to copy or screenshot the conversation.
Without the app – account closure
If you do not have access to the account and want to delete it, ASOS will require you to confirm at least two pieces of identifying information about the account holder. This can include:
- Date of birth
- Billing address
- Registered email address
If you cannot confirm these details, you can still contact Customer Care to report the death and ask them to freeze or close the account. They may request a death certificate to proceed.
If you have access to the account
If you know the deceased’s email address and can access the account (either because you know the password, or by using the “Forgot password” link to reset it via an accessible email inbox), you can log in and manage subscriptions and settings directly. This is the fastest way to cancel ASOS Premier.
Whether or not you have login access, it is good practice to contact Customer Care to report the death formally, so the account is flagged and closed properly rather than left dormant.
What documents you’ll need
Because ASOS holds no financial balance and is not a regulated financial product, the documentation requirements are lighter than for a bank or pension provider.
| What you need | Why |
|---|---|
| Death certificate (scan or photograph) | To confirm the death – ASOS may request this before closing the account |
| Deceased’s registered email address | To locate the account |
| Order reference number (if email unknown) | An alternative account identifier |
| Your name and relationship to the deceased | So Customer Care knows who they are speaking with |
| Grant of probate or letters of administration | Only if there is a disputed matter or a significant balance at stake – not typically required for a standard retail account |
ASOS is not a regulated lender, so you do not need probate documentation simply to close a basic shopping account. If there are outstanding payments owed to or from the estate, proof of authority to act may be helpful, but for straightforward account closure it is rarely required.
If you need additional certified copies of the death certificate for other organisations, you can order them from the General Register Office at gov.uk/order-copy-birth-death-marriage-certificate for £12.50 each in England and Wales. Order several when registering the death – banks, pension providers, and HMRC each typically want one.
ASOS Premier subscription
ASOS Premier is an annual delivery subscription that costs £9.95 per year (as of May 2026). It provides unlimited next-day delivery and nominated day delivery on orders over £15, with no minimum spend for standard delivery. The subscription auto-renews annually, and ASOS sends a reminder before charging.
If the deceased held ASOS Premier, the subscription will continue renewing on the same payment method until it is cancelled. Cancelling promptly avoids a further £9.95 charge being taken from the estate.
How to cancel ASOS Premier
If you have access to the account, the simplest route is to cancel the subscription directly:
- Log into the ASOS account
- Go to My Account → My ASOS Premier
- Select the option to cancel auto-renewal or cancel the subscription
If you do not have account access, contact Customer Care via live chat and ask them to cancel the Premier subscription as part of the account closure process.
Refunds on ASOS Premier
ASOS’s standard terms state that ASOS Premier can be cancelled with a refund only if no eligible purchases have been made within the first calendar month. After that one-month window, refunds are not typically offered under the standard policy. (Source: ASOS Customer Care – ASOS Premier service, last verified May 2026.)
In a bereavement context, it is worth asking Customer Care directly whether any discretionary refund is available for the unused portion of the year. This is not guaranteed, but some agents will exercise discretion given the circumstances. The maximum amount at stake is £9.95, so this is a low-stakes ask.
(Source: ASOS Customer Care – ASOS Premier service, last verified May 2026.)
Gift vouchers and store credit
ASOS sells e-gift cards that are sent by email and redeemed at checkout. The key rule is this: once an e-gift card has been added to an ASOS account, it cannot be transferred to another account.
UK gift vouchers expire two years from the date of receipt. (Source: ASOS terms and conditions, last verified May 2026.)
If the deceased had a gift voucher balance in their ASOS account, the situation depends on whether you have access to the account:
- If you have account access: You can use the remaining balance on orders placed through the account while it is still open. Log in, add items to the basket, and the voucher balance will be applied at checkout.
- If you do not have account access: Contact Customer Care and explain the situation. ASOS’s standard terms say vouchers cannot be transferred between accounts, but it is reasonable to ask whether the balance can be applied to a final order or refunded to the estate given the circumstances. There is no guarantee of a positive outcome, but the request is worth making before the account is closed.
From an estate administration perspective, any unused gift voucher balance is a small asset of the estate, but it is unlikely to reach a value that requires formal probate treatment. If the balance is significant (for example, because the deceased received a large gift card as a gift), document it as part of the estate inventory and raise it with ASOS Customer Care before the account closes.
Active orders and returns
If the deceased had placed orders that were in transit or pending delivery at the time of death, these need to be handled carefully.
Pending and in-transit orders
Log into the account (or contact Customer Care) to check the order status. You have several options:
- Accept the delivery: The items will be delivered to the registered address. They become part of the estate and can be returned within ASOS’s standard returns window.
- Cancel the order: If the order has not yet been despatched, it may be possible to cancel it through the account or via Customer Care. Once despatched, cancellation is no longer possible before delivery.
- Return after delivery: ASOS’s standard return window is typically 28 days for non-sale items. In a bereavement context, if the window has passed, it is reasonable to explain the circumstances to Customer Care and ask whether a late return will be accepted. This is at ASOS’s discretion.
Making a return from a deceased’s account
If an account has been deactivated or closed, ASOS states that you will receive an account closure email with information on how to make a valid return. Keep this email. If returns are needed after the account closes, contact Customer Care with the order reference and explain the situation.
Returns from a deceased person’s account should be sent back in the same way as a standard return – using the prepaid returns label if one was provided, or via the ASOS returns portal while the account is still active.
Account closure
Closing the ASOS account is the final step. There are two routes:
Via the ASOS app
- iOS app: Log in → Account page → tap the cog icon (top right) → select “Delete account” → follow on-screen steps
- Android app: Log in → tap the three-line icon (top left) → App Settings → scroll to “Delete My Account” → follow steps
Without the app
Contact Customer Care via live chat and confirm at least two pieces of the following: date of birth, billing address, or registered email address. The agent will process the deletion.
Deletion is permanent and cannot be reversed. ASOS’s data retention policies will apply – some data may be retained for legal and financial record-keeping purposes under GDPR.
What to do before closing
Before requesting account deletion:
- Check for any pending orders (accept, cancel, or return as needed)
- Use or note any remaining gift voucher balance
- Cancel ASOS Premier if it has not already been cancelled
- Screenshot any order history you may need for warranty or returns purposes
Klarna, Clearpay, and buy-now-pay-later payments
ASOS offers buy-now-pay-later (BNPL) payment options at checkout, including Klarna and Clearpay. These are operated by third-party companies and are entirely separate from the ASOS account itself.
If the deceased used Klarna or Clearpay to pay for ASOS orders, any outstanding instalments remain a liability of the estate. These debts do not disappear on death.
Important: closing the ASOS account does not clear or cancel any outstanding BNPL debt. You must contact Klarna and Clearpay separately to notify them of the death and arrange settlement of any outstanding balance.
- Klarna: Contact via klarna.com/uk or phone 0808 189 3333. Klarna has a formal bereavement process. See our guide to notifying Klarna when someone dies.
- Clearpay: Use the Clearpay support form to notify them of the death. See our guide to notifying Clearpay when someone dies.
Outstanding BNPL balances are unsecured debts of the estate. Surviving relatives are not personally liable for them unless they were a joint borrower – which BNPL services do not offer. The estate pays what it can; family members are not expected to cover shortfalls from their own funds.
(Source: National Debtline – debts after death (England and Wales), last verified May 2026.)
Things to watch out for
There is no dedicated ASOS bereavement route. Unlike banks, pension providers, and some major retailers, ASOS does not publish a bereavement email address, a dedicated phone line, or a named bereavement team. Everything goes through standard Customer Care. Keep chat transcripts as your record.
ASOS Premier will keep renewing. If the subscription auto-renews before you cancel it, you will be charged £9.95 on the anniversary date. Check the renewal date in the account settings and cancel before it hits.
Gift vouchers are locked to the account. Once a voucher is added to an ASOS account, ASOS’s standard terms do not allow transfer to another account. Act on the balance before the account closes.
Third-party notification services. Services such as Settld and Life Ledger allow families to notify multiple organisations from a single submission. ASOS’s inclusion on these platforms varies – check their current company lists. For a straightforward ASOS account, contacting Customer Care directly is usually quicker.
Tell Us Once does not cover ASOS. The government’s Tell Us Once service notifies government departments of a death but does not extend to private retailers. You must contact ASOS directly.
ASOS Face+Body is not a separate account. ASOS Face+Body – ASOS’s beauty and personal care range – is sold through the same ASOS account, not through a separate service. Closing the main ASOS account closes access to everything, including Face+Body purchases and any vouchers specifically linked to that line.
Summary
| Element | Action required | Who to contact |
|---|---|---|
| ASOS account | Close via app, or Customer Care live chat | asos.com/customer-care |
| ASOS Premier subscription | Cancel before next renewal date | Account settings or Customer Care |
| Gift vouchers | Use balance before account closes (or ask Customer Care) | Customer Care live chat |
| Pending orders | Accept, cancel, or return within standard window | Account settings or Customer Care |
| Klarna payments | Notify Klarna separately – see Klarna guide | klarna.com/uk |
| Clearpay payments | Notify Clearpay separately | Clearpay customer service |
To close a deceased person’s ASOS account, contact Customer Care via live chat at asos.com/customer-care (07:00–23:59, seven days a week). Cancel ASOS Premier before the renewal date to stop further charges. Check for any gift voucher balance and pending orders before the account closes, as both will be inaccessible once the account is deleted.
For broader support with estate administration, see our guide to what to do when someone dies – the complete checklist, our guide to notifying Amazon when someone dies (similar subscription and digital content considerations), notifying eBay when someone dies, notifying Argos when someone dies, notifying Next when someone dies, notifying H&M when someone dies (similar fashion retailer considerations including Klarna and loyalty points), notifying Primark when someone dies (gift cards, Click & Collect orders, and Klarna/Clearpay in-store), and notifying Klarna when someone dies if there are outstanding buy-now-pay-later balances to settle.