A major UK online retailer is placing new charges on returns, leaving some customers complaining. Online shopping has exploded in the last few years, and many have suggested it might be contributing to the struggles of the high street. However, many Brits see it as an affordable and quick way to purchase what they’re looking for. ASOS is one of the most popular online fashion retailers in the UK, known for its wide variety of items and quick delivery.
Now, ASOS shoppers are being charged £9.90 for delivery after the retailer made a huge change to its returns rules. The policy was updated to apply to customers with a high return rate, and applies to those who keep less than £40 of what they originally purchased. Customers who send back more than 80% of items in five or more orders must now pay an extra £3.95 handling fee, on top of delivery costs. This means that customers who return too many items could see the delivery cost reach almost £10.
Those with high rates of return must pay £9.90 for next-day delivery, ASOS has confirmed. For standard delivery in three to five working days, they can expect to pay £8.45.
Meanwhile, frequent returners looking for Instant / Evening Delivery face staggering delivery charges of £15.90. The £3.95 is then applied to these shoppers who then decide to return an item, covering the cost of sending it back.
Social media users have hit out at the change. One TikTok user said: “ASOS used to be top tier, now they’re awful. Terrible customer service, and this new returns rate thing is diabolical.
“I understand they wanna reduce returns, but if you’re online, that’s something they gotta deal with.”
ASOS customers had previously been used to the policy, which allowed them to return items for free within 14 days of purchasing. However, the popular online retailer said the new “fair use” policy aims to clamp down on frequent returns.
Customers will be able to see what their rates would be in the app. There is also a section which tells them as soon as their rates drop back to normal.
The company’s fair use policy reads: “Our Fair Use Policy exists to ensure we can continue offering free returns to the vast majority of our customers.
“For the small group of customers who consistently take actions that make providing them with free returns unsustainable, we deduct and retain £3.95 per returned parcel from their refund to help cover the cost of getting the goods back to us. In extreme cases, we will also add an additional £3.95 handling fee charged separately from our usual delivery costs.”
The Daily Express has contacted ASOS for comment.