ASOS makes huge change to fees from today as shopper threaten to boycott
ASOS has made a major change to its return fees, sparking fury amongst shoppers.
The online retailer will start charging customers when they return items unless they spend a certain amount.
UK shoppers who frequently return orders will be charged £3.95 unless they keep up to £40 of their order.
The new rule, which has been introduced to crack down on serial returners, comes into effect today, October 8.
Talk of the rule change has upset ASOS shoppers, with some even threatening to boycott the online store.
Commenting on X, formally Twitter, one user wrote: “The problem for large returns is the fact half of your stock is ill-fitting and poor quality.
“You’re another brand now alienating your loyal customers.”
“Well ASOS if you actually made clothes that fit so I wouldn’t need to buy multiple sizes we wouldn’t have that problem, consider me no longer a customer,” posted another.
While another wrote; “Did you [ASOS] consider that returner fee isolates customers who don’t fit ideal body standards?
“As a curvy girl, I have to order several sizes and often make returns as your sizing is not consistent, now I’m going to be charged for it? Way to make me feel bad about my body.”
ASOS previously said that a “small number of shoppers” will be charged but has not elaborated on the exact number of shoppers affected.
Those hit by the change will need to keep £40 worth of goods to avoid the new charge.
Shoppers who already pay £9.95 a year for Asos Premier to get perks like free next-day delivery will not be exempt from the extra fee – but will have to keep a lower value of items.
For Premier customers affected, that will be £15.
Craig Smith, UK country manager at Scayle, an e-commerce platform, said the move could risk damaging customer loyalty.
He said: “Retailers like ASOS have tried to tackle the problem of returns by asking customers to foot the bill – but this is far from a silver bullet.
“Firstly, brands risk damaging customer loyalty by alienating customers who are reluctant to fork out a fee. “
YOUR RETURN RIGHTS EXPLAINED
THE SUN’S Head of Consumer, Tara Evans, explains your return rights:
Your right to return items depends on where you purchased them and why you want to return them.
If you bought an item online then you are covered by the Consumer Contracts Regulations, which means you can cancel an item 14 days from when you receive it.
You then have a further 14 days to return the item, once you’ve notified the retailer that you want to return it.
If an item is faulty – regardless of how you bought it – you are legally able to return it and get a full refund within 30 days of receiving it.
Most retailers have their own returns policies, offering an exchange, refund or credit.
Shops don’t have to have these policies by law, but if they do have one then they should stick to it.
It’s just the latest of many retailers to start charging for returns.
Here’s a full list of all the other retailers now charging customers to make returns.
Pretty Little Thing
PrettyLittleThing (PLT) started charging all customers for returns in June.
The fashion brand, owned by Boohoo, introduced a £1.99 fee on June 3.
The charge is deducted from a shopper’s full refund amount.
PrettyLittleThing fans who are members of its PLT Royalty programme can’t avoid the charge either.
PLT Royalty costs £9.99 a year and gives members free unlimited delivery on all items.
River Island
In February, River Island angered customers by introducing a £2 charge to return items ordered online.
The charge will be deducted from the total amount refunded after the customer has posted back the items.
River Island says items must be returned within 28 days of delivery and should be clean, unworn and with tags still attached.
Angry customers have railed against the change and even vowed to stop shopping there.
H&M
H&M brought in a £1.99 fee in September last year.
The huge Swedish-owned retailer updated its policy on its website.
Shoppers returning parcels bought online via courier are now charged, with the cost coming out of their refund.
Those who are H&M members, which is free to sign up for, still get to return their hauls for free, though.
On the H&M website, it says: “There is a £1.99 return fee per return parcel to store or online for non-members, which will be deducted from your refund.”
However, it says that shoppers won’t be charged the fee if the item they’re bringing back is faulty or incorrect.
Boohoo
Boohoo also introduced a £1.99 charge for returns after previously offering them for free.
The large online retailer updated its policy on its website.
It states: “Please note a returns charge of £1.99 per parcel will be deducted from your refund amount.
“Returns are FREE for premier customers.”
A Boohoo spokesperson at the time said the change was due to the increase in the cost of shipping.
They added the decision was made so the company can “continue to offer great prices and products and do this in a more sustainable way”.
Boohoo’s policy also applies to shoppers who use gift cards, store credit, or vouchers.
Boohoo’s website states: “If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued minus the cost of £1.99 for returning the item to us.”
Zara
In May 2022, high-street retailer Zara started charging customers £1.95 for returns.
Shoppers are being charged £1.95 to send back items, with the fee deducted from their refund.
However, customers can still return items purchased online to a Zara store free of charge, as long as they have the matching e-receipt and it’s within 30 days from the date of shipment.
A spokesperson for Zara said previously: “Customers can return online purchases at any Zara store in the UK free of charge, which is what most customers choose to do.
“The £1.95 fee only applies to the return of products at third-party drop-off points.”
New Look
Back in 2023, New Look announced it was trialling a £1.99 return fee for online orders to offset any possible price rises.
The fee applies to postal returns only, with in-store returns for online orders continuing to be free.
In a statement at the time, a New Look spokesperson said: “New Look has taken the decision to trial a £1.99 fee for postal returns.
“This is in line with the wider industry and reflects increased costs related to delivery and collection. Customers are still able to return their online orders to our stores free of charge.”
Debenhams
In December 2023, Debenhams left shoppers feeling “cheated” after introducing a charge for returning online goods.
The new £1.99 fee came amid fears shoppers have been abusing free returns by ordering items, wearing them briefly and then sending them back.
The Debenhams website now says shoppers must pay £1.99 for every parcel returned.
Angry shoppers moaned on social media, with one saying: “Since when did Debenhams charge for returns?
“Should’ve been clear before placing an order #debenhams.”
Customers with Unlimited membership – which costs £9.50 a year -can make unlimited returns and deliveries with no additional charges.
Next
Next introduced the change at the start of 2023 and customers now have to fork out £2.50 per item returned.
Customers can save money on deliveries and returns by opting for an annual subscription, which costs £22.50 a year.
You can return any items to one of the retailer’s more than 450 stores without charge.
Previously, you could also get courier returns included for free as well, but the retailer has now ditched them.
It comes after a poll revealed that cash-strapped consumers are taking their money elsewhere in response to retailers slashing their free returns policies.
And this iconic high street retailer has angered customers by introducing a £2 charge to return items ordered online.