The online fashion retailer has updated its returns policy from January 6 – here’s everything you need to know.
Regular ASOS shoppers have 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 globally from its London headquarters.
Purchasing clothes online isn’t always easy, so you’ll often find yourself returning items if they aren’t suitable. ASOS has announced that from today, January 6, a change has been made to the policy to curb unsustainable volumes of returns.
And shoppers could end up out of pocket if they don’t follow the rules.
ASOS used to offer free returns 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 provide more flexibility for frequent returners who keep most of what they buy, reports the Express.
Customers will be able to view 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 informing them whether they still 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 customers 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 fresh approach is designed to help customers have more of a grip 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 shock.
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 added: “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.”
The amount of times you order over a 12-month period will also be considered. In ‘extreme cases’, an additional £3.95 ‘handling fee’ – separate from the standard delivery charges – may be added on shoppers with an 80% or higher return rate. However, this will be clearly indicated at the checkout.
