Asos shoppers threaten to boycott retailer over ‘ridiculous’ new fee in returns policy shake up
ASOS shoppers are threatening to boycott the retailer after it announced a “ridiculous” new fee to its returns policy.
It will now start charging for returning items unless shoppers spend a certain amount.
Shoppers have taken to X, formerly known as Twitter, sharing ASOS‘ confirmation messages about the new fee and venting their frustrations over the company’s policy change.
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.
They added: “Whilst you’re at it, improve your clothing quality before you act all high and mighty.”
The new policy means those with a “frequently high return rate” will be affected.
I am very disappointed and will no longer be using their site
X user
Shoppers will have to fork out £3.95 whenever they send their unwanted items back unless they keep items of a set value from the original order.
This has infuriated customers who are shocked by the retailer’s decision.
This longtime ASOS shopper said: “Been a customer for years with @asos right back when they were As Seen On Screen.
“I’ve now been punished for returns and will be charged unless I keep at least £40 worth of my order.
“I am very disappointed and will no longer be using their site.”
Another disgruntled user added: “A lot of loyal customers will be shopping elsewhere for the sake of £3.95 per return in the cost of living crisis.”
A third wrote: “Imagine a store charging you for trying on clothes.”
While this shopper questioned the legality of ASOS’ new policy, stating: “Surely ASOS shouldn’t be allowed to implement this new returns policy for Premier customers who bought Premier on the basis that returns would be free—like, isn’t this a breach of contract from their end?!”
Asos said a “small number of shoppers” will be charged but did not elaborate on the exact number affected, who have started being notified of the change in emails today.
Those hit by the change, they will need to keep £40 worth of goods to avoid the new charge.
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 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.
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.
The shake-up follows a cryptic email to account holders in recent weeks saying it would be changing its fair use policy regarding returns “in the next couple of weeks”.
It led many to speculate that it would start charging a fee like other retailers after a similar move in the UK.
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.