Major fashion brand AXES return fee in huge U-turn following customers backlash
A MAJOR fashion brand has axed return fees after furious backlash from customers.
PrettyLittleThing (PLT) started charging all customers a £1.99 return fee on June 3.
But now the fashion brand, which is owned by Boohoo, has U-turned on the decision with its founder, Umar Kamani, tweeting to confirm the change.
Kamani returned to the business this week, 18-months after stepping down and promised to listen to customer feedback and make changes where needed.
Writing on X, he said: “As part of this renewed commitment, one of my first changes will be to reintroduce free returns to our royalty customers.”
He went on to apologise for “any negative experiences” customers have had since his departure.
But not all customers will benefit from the change.
Only those who pay the £9.99 a year fee for the PLT loyalty programme, will be spared the return fee.
Customers who don’t pay for the service, which offers perks like free unlimited delivery, will still be charged £1.99 each time they send back an unwanted order
PLT Royalty costs £9.99 a year and gives members free unlimited delivery on all items.
Members can use the brand’s next working day delivery service for free – a service which costs non-members £9.99 a time.
The Sun has asked PLT when the change will come into force.
Shoppers rushed to reply to to the tweet and praised the decision to axe the fee.
One X user said: “Great news. First bit of positive news in a long time.”
Another wrote: “Welcome back! It’s not been the same without you.”
While a third simply added: “Big news!”
PrettyLittleThing statement in full
FOUNDER of PrettyLittleThing Umar Kamani returned has returned to the business and posted a full statement on social media. It reads:
I’m writing to you today with both excitement and heartfelt determination as l announce my return to PrettyLittleThing.
Over the past few years, l’ve watched from the sidelines as the brand we built together has, at times, lost touch with what made it so special you, our loyal customers.
This has driven me to step back in and take on the responsibility of steering PrettyLittleThing forward, putting your needs and desires at the forefront of every decision we make
For the past twelve years, you’ve shown incredible loyalty and love for PrettyLittleThing. and for that, I hold you and the brand close to my heart.
Together, we’ve created something truly special, and I promise you that my full focus and energy will be dedicated to understanding your needs, listening to your feedback, and evolving this brand alongside you.
As part of this renewed commitment, one of my first changes will be to reintroduce free returns for our royalty customers, a step I believe is vital to making your shopping experience more seamless and enjoyable.
I sincerely apologise for any negative experiences you may have encountered during my absence. I take full responsibility from this moment on, and I am committed to making sure your experiences with us are nothing short of exceptional moving forward.
Thank you for your continued support and for giving me the opportunity to guide PrettyLittleThing Into Its next exciting chapter.
I won’t let you down.
We’ve always been one big PLT family and now we will be stronger than ever.
Thank you, and I can’t wait to begin this journey with you again and the wonderful team at PLT.
Together, we’ll make it unforgettable.
The response was a far cry from the fury aimed at PLT after it revealed it was introducing a return fee.
One PLT fan said on X (formerly Twitter) at the time: “What exactly are the perks of Royalty if you remove free returns?
“Your sizing is so crazy I cannot order my usual size knowing it will fit, and always have to order multiples!
“Now, having to pay for returns, I will cancel my account and shop elsewhere.”
Another said: ” I will be cutting back on ordering from you.
“It’s very unfair, considering you don’t have the option to return items to stores for free.”
“Changing your returns policy (without actually sending out any email by the way) to now charge people for returning their items is actually laughable,” said a third shopper.
Another said: “Prettylittlething now charging for their returns has hurt me more than any break up could ever.”
How does the PrettyLittleThing loyalty scheme work?
MEMBERS of PrettyLittleThing's loyalty scheme will no longer have to pay a £1.99 return fee.
But how does the scheme work? Senior Consumer Reporter Olivia Marshall explains.
Members of the Royalty Scheme get unlimited UK next day delivery and free returns for £9.99 a year. This works out at 83p a month.
The company estimates that if you make three purchases a year, your membership will have already paid for itself.
On top of this, these shoppers will also benefit from free returns, saving them £1.99 each time.
For customers who are not part of the scheme, UK standard delivery costs £2.99 and can take up to three days to arrive.
Of course, you shouldn’t just fork out for a scheme.
Only consider it if you regularly shop at PrettyLittleThing and you know that you will save money in the longer term.
OTHER RETAILERS HAVE INTRODUCED RETURN FEES
PLT isn’t the only online retailer to have introduced returns fees in recent months.
Shoppers often buy huge hauls of clothes to try on at home, before returning the items that are not wanted.
But the scale and cost for some retailers has pushed them to start charging, either for all customers or those with high return rates.
Asos will start charging for returning items unless shoppers spend a certain amount.
Those with a “frequently high return rate” will be affected after the online retailer updated its fair use policy.
They 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.
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.
Shoppers who won’t have to pay a fee for returns have already been told in a previous email sent last week.
River Island angered customers by introducing a £2 charge to return items ordered online back in February.
The charge is deducted from the total amount refunded after the customer has posted back the items.
Other big retailers, including Debenhams, Zara, H&M and New Look, have introduced similar changes over the past few years.
In December 2023, Debenhams introduced a £1.99 fee amid fears shoppers have been abusing free returns by ordering items, wearing them briefly and then sending them back.
H&M introduced a £1.99 charge for returns back in September 2023.
New Look began charging £1.99 to return online orders as part of a nationwide trial in February 2023.
Before that Boohoo also began the practise in July 2022, but it continues to offer free returns for its “premier” customers.
In May 2022, fashion chain Zara introduced a fee for those looking to bring back parcels, it now charges £1.95 for the service.
Next gives customers 14 days to return their orders, but still charges £2.50 to take them back.
A host of retailers including Mountain Warehouse, THG and Moss Bros have also added a charge for shoppers to return items bought online.
Companies have started to charge for returns as the costs of shipping have risen.
The cost of processing is also higher.
Retailers with stores can make it easier for consumers to return goods for free as they can be dropped off in a store, which saves the shipping charges.
SAVE WHEN ONLINE SHOPPING
WHILE it may not always be sale season, there are loads of ways to save on your clothes shopping.
Find secret sales – sometimes you’ll find there aren’t many sales going on when you enter your favourite retailer, but that’s because they’re probably shifted online.
You can also try price matching to make sure you’re getting a great deal, and sometimes that uncovers a hidden deal.
Always keep a look out for voucher codes and coupons too – they can also save you up to 25% off or even half price in certain stores.
You can find great sales and promotions with our checker.
You can also use cashback schemes which will, quite literally, pay you to shop.
The likes of Top Cashback and Quidco are great for that – if you want to buy something, rather than directly visiting the retailer’s website, you click the company via a cashback site, such as the two listed above, and you get paid for it.
And remember to never pay for postage and packaging if you can help it – a lot of retailers offer free shipping once you spend a specific amount.
Or if there’s going to be an extra shipping cost, decide whether you can go and pick your order up from a nearby store.
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