ASOS is set to announce a big change to its return policy, following several shops introducing fees.
More and more, retailers are introducing unpopular fees to return online orders.
The latest clothes retailer was PrettyLittleThing, which implemented a charge of £1.99 per item returned.
The fast fashion retailer also said it would ban some customer accounts if they made too many returns.
It seems a similar change may be afoot for huge online marketplace ASOS.
The company sent out a cryptic email to account holders over the weekend which alluded to a possible change to the returns rules.
The online fashion giant sent an email to both premier and non-premier members over the weekend, explaining it would be making changes to its fair use policy concerning returns “in the next couple of weeks”.
It said the new policy would apply to a “small group of customers”, but did not give any more details.
The cryptic email has sparked speculation that ASOS may be amending its free returns policy in the UK after rolling out a similar strategy in the US last year.
That policy sees customers charged a $4.99 fee for returns when they are deemed to “constantly take actions that make providing them with free returns unsustainable”.
The Sun has asked ASOS for further details of the policy change.
Rival brands have one by one introduced similar policies and started charging customers for returns after seeing a rise in large-scale takebacks.
Below we reveal the full list.
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.
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.
THE SUN’S Head of Consumer, Tara Evans, explains your return rights:
YOUR right to return items depends on where you purchased it and why you want to return it.
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.
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.”
It goes on to say that shoppers won’t be charged the fee if the item they’re bringing back is faulty or incorrect.
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 said at the time that the change had come with the cost of shipping increasing.
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 applies to shoppers using gift cards, store credit or vouchers as well.
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.”
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.”
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 to continue being 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.”
Plus 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 – get unlimited returns and deliveries with no additional charges.
Next brought in the change at the start of 2023 and now charges customers £2.50 per item that is 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.
Meanwhile, it’s not just clothing retailers who are charging for returns, we’ve rounded up all the retailers including Amazon and Ikea.
Plus, these are the best and worst shops for delivery fees revealed as we investigate “confusing and complex” charges.
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