Online shopping is quick and convenient, but customers are increasingly frustrated by rising delivery fees and return penalties. Fashion fan Lauren took to social media after using the ASOS app, where she was charged £8.45 for standard delivery or £9.90 for next-day delivery. On top of that, the app informed her: “Your returns rate is very high. A £3.95 handling fee applies to your order on top of any delivery costs.”
Shopper’s Outrage Over Fees
Lauren, who describes herself as a “spenadaholic,” said she is not even a regular ASOS user. She argued that as an online retailer, ASOS should expect returns because customers cannot try on clothes before buying. “It's absolutely ridiculous that they'd call me out for sending stuff back when it's an online retailer and there's no way to tell what will fit and look good,” she fumed. “I'm just obviously not going to buy from you, or I'll create a new account.”
Defense of ASOS’s Policy
Some commenters defended the company. One wrote: “To be fair, I don't see a problem with charging for returns rates of over 70%, that's insanely high and terrible for the environment. They aren't denying you the clothes, they're putting a fee to discourage people from taking the mick.” They also noted that ASOS stocks many brands, each with its own sizing, so inconsistencies are not the retailer’s fault.
Return Rate Threshold
According to consumer group Which?, ASOS uses a “personal return rate” calculator in its app. If a customer’s return rate over the past 12 months is under 70%, returns remain free. If it exceeds 70% and the customer keeps less than £40 worth of goods, a £3.95 fee is applied. Lauren claimed she had only ordered three times that year.
Consumer Backlash
Some shoppers sided with Lauren, saying they had stopped shopping with ASOS due to the high delivery fees. The debate highlights growing discontent over online retail costs, with delivery charges and return penalties becoming a major pain point for consumers. ASOS has been contacted for comment on the policy.
