ASOS has recently implemented a new fee structure that could potentially lead to customers paying nearly £10 for next-day delivery. Customers with a high return rate will now face an additional charge of £3.95, separate from the delivery fee, if they return more than 80% of items across five or more orders.
This means that a customer with a high return rate seeking next-day delivery could end up paying £9.90, as ASOS charges £5.95 for this service. For standard delivery, which typically takes three to five working days and costs £4.50, or is free for orders over £40, high return rate customers may have to pay £8.45. Instant delivery can incur costs of up to £11.95, resulting in a total charge of £15.90 for shoppers.
ASOS already requires a £3.95 fee for returns from customers with a high return rate, unless they keep at least £40 worth of their order. Customers with a return rate of 70% or less can still enjoy free returns by checking their ASOS return rate via their online account.
According to reports from The Sun, some shoppers have expressed dissatisfaction with the new charge on social media platforms like TikTok. Concerns have been raised about the increased delivery costs and the impact on customer loyalty.
ASOS has clarified on its website that the Fair Use Policy is in place to ensure the majority of customers can benefit from free returns. For a small group of customers consistently making returns that are economically unsustainable, a deduction of £3.95 per returned parcel is made from their refund. In extreme cases, an additional £3.95 handling fee is charged separately from delivery costs.
The company evaluates customers’ shopping behavior over the past 12 months to determine if deductions will be made from future refunds, with a 30-day delay to allow for return processing. ASOS is yet to provide a comment on the matter.
