ASOS shoppers have expressed outrage over the retailer's new returns policy, which introduces a £3.95 fee for customers with high return rates. The change, implemented on January 6, has led to delivery costs soaring to nearly £10 for some shoppers.
New Returns Policy Details
Under the updated policy, the £3.95 handling fee applies to shoppers who have high return rates and have kept less than £40 worth of their order. Customers who return more than 80% of items in five or more orders are now subject to this additional charge.
The fee is added to the delivery cost, meaning shoppers with high return rates could face total charges of up to £9.90 for next day delivery, including Royal Mail click and collect.
Shopper Reactions
One disgruntled customer took to social media, saying: "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."
Another shopper commented: "No other company has upped their delivery costs to this, that’s wild. ASOS needs avoiding."
A third added: "I buy multiples of an item because they’re sizing is always off, I’m now hit with return rate message and started getting charged for returns! I won’t be using them anymore."
Delivery Costs Breakdown
ASOS shoppers returning items must pay the following delivery costs, which include the high return rate:
- Standard Delivery – £8.45
- Click & Collect – Royal Mail – £8.45
- Next Day Delivery – £9.90
- Click & Collect – Royal Mail (Next Day) – £9.90
- Next Day Delivery (OA) – £9.90
- Click & Collect – InPost (Standard) – £8.45
- Click & Collect – EVRi Parcelshop (Standard) – £8.45
- Nominated Day – £9.90
- Click & Collect – EVRi Parcelshop (Next Day) – £9.90
- Asos Instant/ Evening Delivery – £15.90
- ASOS Instant AM with DPD – £11.90
- Standard Delivery (OA) – £8.45
The new policy has sparked widespread criticism, with many shoppers vowing to take their business elsewhere.
