ASOS introduces major change to returns process – what to know
Anyone who reguarly shops on ASOS has been urged to take note of a change to its refunds policy. The online fashion and beauty retailer, which stocks brands like Topshop, Charlotte Tilbury and Nike – as well as own-brand clothing – ships all over the world, with its headquarters in London.
Buying clothes online isn’t always straightforward, so you’ll often find yourself sending things back if they aren’t suitable. ASOS has announced that from today, January 6, a change has been made to the policy to prevent unsustainable volumes of returns. And shoppers could face losing money if they don’t follow the rules.
Returns to ASOS used to be free for everyone, but in 2024, a £3.95 fee was introduced for people who had high return rates and kept less than £40 worth of their order.
Now, customers whose historical returns exceed 70% of the total value of their past orders will be exempt from paying this £3.95 deduction if they return less than £40 worth of items from an order. The move is designed to offer more flexibility for frequent returners who keep most of what they buy.
Customers will be able to see their own return rates thanks to a new transparency tool in the ASOS app. Shoppers who are signed up should have received an email this morning letting them know if they are still able to qualify for free returns or not.
According to ASOS, your return rate is the value of items you return compared with what you spend overall. For example, if you order £100 worth of items and return £50 worth, your return rate will be 50%.
Return rates of 70% or lower means you won’t be charged to send things back. The occasional return won’t put you in the danger zone – the move is more aimed at shoppers who order enormous hauls frequently and send almost everything back.
In an email to shoppers this morning, ASOS said: “We’ve also introduced a new feature to give you more visibility and control over your shopping experience. In the latest version of the ASOS app, you can see your personal return rate.
“This is calculated from the value of items you’ve returned compared to the value of what you’ve ordered over the past 12 months. It’s updated each time you place a new order, so you’ll always know where you stand.”
This new move is set to help shoppers have more of a handle on the amount of things they’re sending back compared to what’s kept, so that if they do face sudden charges, it shouldn’t come as a surprise.
There’s a 30-day delay before any changes to your returns status, so it gives your score plenty of time to update before your next order.
ASOS continued: “If your return rate changes significantly, we’ll let you know. You’ll also find tips in the app to help you choose the right size and fit so you always feel informed and supported.”
Your number of orders in 12-month period will also be taken into account. In ‘extreme cases’, an extra £3.95 ‘handling fee’ – charged separately from the usual delivery costs – could be charged for shoppers with an 80% return rate or higher, but this will be signposted at the checkout.
