ASOS recently implemented a new fee for certain customers, potentially increasing the cost of next-day delivery to nearly £10. Customers with a high return rate will now face an additional £3.95 charge on top of delivery fees if they return over 80% of items across five or more orders.
This policy adjustment means that customers with a high return rate opting for next-day delivery could pay up to £9.90, considering ASOS charges £5.95 for this service. For standard delivery, typically priced at £4.50 or free for orders over £40, high return rate shoppers may end up paying £8.45. Instant delivery options could cost as much as £11.95, leading to a total charge of £15.90.
ASOS already imposes a £3.95 fee for returns from customers with a high return rate, unless they keep £40 or more worth of the order. Customers with a return rate of 70% or less can still enjoy free returns by checking their ASOS return rate through their online account.
According to reports from The Sun, disgruntled shoppers have taken to TikTok to criticize the new charge. Some customers expressed frustration, stating that other companies have not increased delivery costs to this extent, leading them to consider avoiding ASOS.
ASOS clarified on its website that the Fair Use Policy aims to sustain free returns for the majority of customers. However, for a small group consistently generating unsustainable return costs, ASOS deducts and retains £3.95 per returned parcel to cover expenses. In extreme cases, an additional £3.95 handling fee is applied separately from delivery costs.
The company reviews customers’ recent shopping behavior over the past 12 months when deciding on deductions from future refunds, with a 30-day delay to ensure accurate processing. ASOS has been approached for further comment.
