So, here’s whether you’ll have to now pay for ASOS returns under its divisive new policy

It’s all so confusing

4 weeks ago

Joining the ranks of other online retailers such as PrettyLittleThing, everyone please shed a tear because ASOS has now decided to charge everyone for returning their items of clothes.

But it’s all incredibly confusing as some customers have received emails saying they have a “frequently high returns rate” and will have to pay more for returns whilst others have not. The criteria for whether you are a high return rate customer doesn’t seem to be clear at all, so let’s try and break down whether you’ll have to pay more for your ASOS returns in the future.

Imagine walking in to a fitting room with 6 items and being told unless you keep 1 you’ll be charged £3.95 on the way out. That’s basically what these online stores are doing 🤯 punishing customers for them not having stores to try on/return #asos

— Sophie (@x_sophrobinson) September 6, 2024

At the moment all returns are free, no matter how much or little you send back and how frequently you make orders. However, starting from 8th October a select group of customers will have to retain a minimum value from their purchase in order to avoid paying return fees.

If you’re an ASOS premium member you will have to keep at least £15 worth of your items from your purchase in order to avoid being charged for your returns. And yes, even though your account is supposed to include unlimited free returns as a benefit this is now being taken away.

For some standard account customers, the threshold is higher as you have to keep £40 of your items in order to return the rest for free.

I pay for ASOS Premium so that I can return items for free, so now I have to pay a premium on top of Premium to do returns? Absolutely ridiculous. @ASOS_UK @ASOS_Menswear pic.twitter.com/0lMNYyuHH8

— chris (@Mr_Chris_Jones) September 6, 2024

For both premium and non-premium customers, the charge for returning your items if you don’t meet the criteria is £3.95, which will be automatically deducted from your refund.

The company sent an email, explaining: “We want to give you a heads up about some updates we’re making to our Fair Use Policy that will affect your future orders with Asos. As part of a small group of customers with a frequently high returns rate, you’ll now only get Free Returns when you keep £15 or more from your order. If you keep less than £15 from your order, we’ll deduct £3.95 from your refund. This change will only apply to orders placed from 8 October 2024, and you’ll be reminded on-site.”

Really weird that it’s only for certain people!! pic.twitter.com/Kyeufdd9ok

— harry styles himbo truther (@angeIcherrie) September 6, 2024

However, these new rules don’t apply to every customer as it seems if you’re not a frequent buyer or returner then ASOS will have sent you a separate email clarifying that the changes “don’t affect you.”

But the issue is nobody seems to know what the criteria are for being a “high returns” customer, as people have been vocally confused at ASOS on Twitter for having only made anywhere from just one to four orders over the past year and still being sent the first email.

Hey ASOS @ASOS_UK, are there any customers of yours who ARENT part of the ‘small group’ for your fair use returns policy? Because I find it hard to believe that I like many others am when I’ve only placed 5 orders with you this year pic.twitter.com/lApZfxeKzD

— Andrea Lacey (@allacey_) September 6, 2024

Essentially, if you’ve not received an email from ASOS telling you that you’re a “high returns” customer then chances are you are still entitled to your free returns as normal.

The Tab has reached out to ASOS for comment.

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