ASOS, the popular online fashion retailer, has implemented a significant change to its returns policy, introducing a new fee for customers who frequently return items. This change, which takes effect from October 8th, 2024, is designed to address the issue of high returns rates from a specific group of customers.
In an email sent to customers identified as frequent returners, ASOS informed them about the upcoming policy update. The new policy requires customers to pay for returns, which were previously free, unless they meet specific spending thresholds. For ASOS Premium customers, those who pay an annual fee for benefits like free next-day delivery, a minimum spend of £15 from their order is required to qualify for free returns. Non-Premium customers need to keep at least £40 from their order to avoid the fee.
If customers return items under the new spending thresholds, a £3.95 return fee will be deducted from their refund. ASOS has clarified that this change will only apply to orders placed after October 8th, 2024, and shoppers will be reminded about the potential charge at the checkout.
The company explained how the new policy would work for customers using payment installment services like Klarna and Clearpay. They stated that if a customer returns an item within 28 days of delivery, a refund will be issued for the relevant amount, with the return charge deducted if applicable.
While the new policy aims to address concerns about high returns rates, some customers may be disappointed by the change. It’s important to note that ASOS will still offer free returns for orders meeting the new spending thresholds. Shoppers should pay close attention to the notifications at checkout to understand whether a return fee will apply to their order.
