ASOS shoppers have been left fuming after the online retailer has made a huge change to its returns policy.
From yesterday, June 24, if your account has an average returns rate of 70 per cent over the past five orders, it will be banned.
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An ASOS spokesperson: “We recently closed the accounts of a small group of customers whose shopping activity has consistently fallen outside our Fair Use policy.
“This helps us maintain our commitment to offering free returns to all customers across all core markets.”
Since the change came in, a number of shoppers have had their accounts cancelled and others left annoyed about the policy.
TikTok user @lowkeypesh uploaded a clip slamming the move saying it is hard if you want to try on a few sizes to get the perfect fit.
She shared: “I personally feel like they need to change this because if there’s like a sizing issue or, for instance, I’m buying two items.
“I’m buying like one size bigger and smaller or my actual size, for instance.
“The company is basically penalising me for returning items that don’t fit me or whatever.”
Asos addressed concerns about sizing, and said in a statement: “We understand that finding the perfect fit can be tricky sometimes.
“To make it easier, check out our Size Guide and product reviews.
“If you have the ASOS app, our Fit Assistant tool will make personalised size recommendations while you’re browsing.”
However, the TikTok user claimed that it can be hard to find the correct size, particularly if some items don’t have a video attached in the listing.
Many people took to the comments to share their annoyance, with one saying: “What do they expect when you can’t go in and try clothes on. So ridiculous.”
Another added: “An online-only brand penalising returns is wild.”
However, one pointed out: “Tbh I blame the fashion influencers for these rules, so many companies are doing it now because so many of them buy so much & take so much back.
“I love watching the fashion reels but I honestly think this is why so many companies are now doing this.”
ASOS’ CANCELLED ACCOUNTS
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Shoppers were sent emails detailing how their accounts had been closed with “immediate effect” after the online retailer said they breached the terms of its Fair Use Policy.
The move sparked fury among punters, with many describing the move as “unfair” and “insane”.
It is understood that even if customers have not used their account in recent months, it could still be closed if they breached policy rules.
Last year, the online department store said it would charge customers for returning items unless they spent a certain amount.
The new rule means shoppers only get free returns if they keep £40 or more of their order.
Otherwise, £3.95 will be deducted from their refund.
Premier ASOS customers, who pay £9.95 a year for free delivery, are also not exempt from the change.
But they only need to keep £15 of their order to dodge the charge.
The digital department store previously said its profits were bruised by customers making large orders and not keeping all of the items.
However, the move has been labelled as unfair by many punters, especially as they cannot try before they buy when shopping online.
CRACK DOWN ON RETURNS
And ASOS is not the only online store to crack down on customers who make frequent returns.
H&M, Boohoo, Pretty Little Thing, and Zara are among stores which now charge customers.
Next also introduced the change at the start of 2023 and customers now have to fork out £2.50 per item returned.
In December 2023, Debenhams left shoppers feeling “cheated” after introducing a charge for returning online goods.
Other ways to save money at ASOS
HERE are some of the best ways you can save and get the best prices at ASOS and other outlet stores.
Save money with ASOS Flash Sales and promo codes
Flash Sales are mini-sales that last anywhere between a couple of hours to a few days – such as the ‘Sample Sale’.
When one occurs, an ASOS promo code will often be advertised that can be used on a particular product or range.
Flash Sales also happen around bank holidays and other ‘special’ days like Valentine’s Day, Halloween and April Fools’ Day.
Get an ASOS birthday discount code
When signing up to ASOS, or any retailer for that matter, make sure to put in all your personal details, including your birthday, for special rewards.
If a retailer knows your birthday, they’ll send you a code two weeks before for you to use on full-price items.
Sign up to the ASOS newsletter
Again, this doesn’t just apply for ASOS, but signing up to newsletters keeps you in the loop with all the latest deals and discounts as soon as they’re announced.
By signing up, you’re usually rewarded with a new customer promo code for money off your first purchase.
Buy from the multipack section
Multipack sections often go unnoticed but they’re a lifesaver for saving money on wardrobe essentials.
For example, a plain white ASOS DESIGN women’s t-shirt costs £8* when bought by itself, but a pack of two t-shirts comes in at £15* and a pack of three comes in at £22*.
Get cheaper delivery
While it’s understandable you wan’t your new product as soon as possible, try and pay for the least expensive delivery option – even if it means waiting an extra day or two for it to arrive.
ASOS offers free Standard Delivery (usually £4.50) on all purchases over £40, too.
Find deals in the sales
If you’re looking for ASOS discounts, make sure you check the outlet.
The ASOS Outlet is great for finding cheap out-of-season stock, just as you’d expect at a regular outlet shop. You can find items with huge discounts of up to 70%.
