ASOS has implemented a new fee structure that may result in customers paying nearly £10 for expedited delivery. Customers with a high rate of returns are now subject to an additional £3.95 charge, distinct from regular delivery fees. This fee is triggered if more than 80% of items are returned across five or more orders.
For customers with a high return rate seeking next-day delivery, the total charge could reach £9.90, with ASOS charging £5.95 for this service. Standard delivery costs £4.50, but is free for orders over £40. Consequently, customers with high return rates may end up paying £8.45 for standard delivery, which typically takes three to five working days.
Instant delivery can be as high as £11.95, resulting in a total charge of £15.90 for customers falling under this category. ASOS already imposes a £3.95 fee for returns from customers with a high return rate, unless they retain £40 or more of their order.
Customers with a return rate of 70% or less can still enjoy free returns. ASOS customers can check their return rate by accessing their account online. Shoppers have expressed dissatisfaction with the new charge, taking to social media platforms such as TikTok to voice their concerns.
ASOS justifies the new fee as part of a Fair Use Policy to sustain free returns for the majority of customers. The policy involves deducting and retaining £3.95 per returned parcel for customers whose return behavior makes free returns unsustainable. In severe cases, an additional £3.95 handling fee is charged separately from regular delivery costs. The company assesses customers’ recent shopping behavior over the past 12 months before making any deductions from future refunds, with a 30-day delay for processing returns. ASOS has been approached for comment.