Asos customers may now have to pay a fee for returning unwanted items, as the fashion brand announces a significant change to its return policy. While returns have traditionally been free, some customers will now be charged £3.95 for sending items back to the company.
The change was communicated to some customers via email over the weekend. According to the new policy, if a customer places an order and keeps less than £40 worth of the items they purchased, a £3.95 fee will be deducted from their refund, BBC News reports.
The email was reportedly sent to customers whom Asos identified as having a “frequently high return rate.
What Defines a ‘Frequently High Return Rate’ at Asos?
Asos has not provided specific details on what qualifies as a frequently high return rate but assured that most customers will not be affected by the new policy. In a statement to the BBC, Asos said, “We’re making this change so that we can continue offering free returns to all our customers.”
“For a small group of UK customers with a frequently high return rate, whose shopping habits make offering them unconditional free returns unsustainable, they can still get free returns when they keep £40 or more of their order,” the company added.
Impact on Customers with Premium Delivery
Asos Premier customers, who pay for next-day delivery services, will also be affected by the change. However, they will only need to keep £15 worth of their order to qualify for free returns under the updated policy.
Asos customers in France, Germany, and the US were introduced to similar thresholds for free returns earlier this year.
