ASOS has implemented a new charge for certain customers, 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, on top of delivery charges, if they return over 80% of items in five or more orders.
Consequently, customers with a high return rate who opt for next-day delivery could face a total charge of £9.90, as ASOS already charges £5.95 for this service. For standard delivery, priced at £4.50 or free for orders over £40, high return rate customers could end up paying £8.45. Instant delivery can cost up to £11.95, resulting in a charge of £15.90 for affected shoppers.
ASOS already charges £3.95 for returns from customers with a high return rate, unless they keep £40 or more of their order. Customers with a return rate below 70% can still enjoy free returns, and they can check their ASOS return rate by logging into their online account.
According to reports from The Sun, some shoppers have criticized ASOS’s new charge on TikTok. Dissatisfied customers expressed concerns about increased delivery costs and being penalized for returns due to sizing inconsistencies. ASOS clarified on its website that the Fair Use Policy aims to sustain free returns for the majority of customers, but a small group with unsustainable return behavior may incur a £3.95 deduction per returned parcel and an additional handling fee in extreme cases. These decisions are based on the customer’s recent shopping behavior over the past 12 months, with a 30-day delay to ensure accuracy before any changes in status.
ASOS has been approached for comment on this matter.