ASOS has implemented a new charge affecting certain shoppers, potentially leading to a nearly £10 fee for next-day delivery. Customers with a high return rate are now subject to an additional £3.95 fee, distinct from delivery charges, if they return over 80% of items across five or more orders.
This adjustment means that a shopper with a high return rate opting for next-day delivery could face a total charge of £9.90, considering ASOS’s £5.95 next-day delivery fee. For standard delivery, priced at £4.50 or free for orders exceeding £40, high return rate customers may incur an additional cost of £8.45.
Instant delivery services could reach up to £11.95, resulting in potential charges of £15.90 for shoppers. ASOS already charges £3.95 for returns if a customer has a high return rate, unless they retain £40 or more of their order.
Shoppers maintaining a return rate of 70% or less continue to enjoy free returns, with the ability to check their ASOS return rate by logging into their online account. Reportedly, customers have expressed discontent on TikTok regarding the new charge, criticizing ASOS for increasing delivery costs and suggesting avoidance of the company.
ASOS clarifies on its website that the Fair Use Policy is in place to sustain free returns for the majority of customers. For a minority consistently engaging in actions impacting free returns, a £3.95 deduction per returned parcel is applied to help cover return costs. In extreme cases, an additional £3.95 handling fee may be added separately from standard delivery costs.
The company assesses customers’ recent shopping behavior over the past 12 months to determine deductions from future refunds, with a 30-day delay for accuracy before status changes are made. ASOS has been reached out to for comment.
