British fast-fashion brand ASOS is facing criticism after introducing new charges for customers who frequently return items. The popular online retailer has updated its returns policy, now applying a £3.95 handling fee to those with high return rates, on top of delivery costs that can reach nearly £10.
New Return Policy Details
ASOS shoppers are now being charged £9.90 for next-day delivery if they fall under the new 'fair use' policy. This applies to customers who return more than 80% of items in five or more orders and keep less than £40 of their original purchase. For standard delivery (three to five working days), the cost is £8.45, while instant or evening delivery can cost a staggering £15.90. The £3.95 handling fee is deducted from refunds for each returned parcel.
Customer Backlash
Social media users have expressed their frustration. One TikTok user commented: '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.' Previously, ASOS allowed free returns within 14 days of purchase.
ASOS Defends Policy
ASOS confirmed that customers can check their return rates in the app and will be notified when rates return to normal. The company's fair use policy states: '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.'
The Daily Express has contacted ASOS for comment.
