ASOS cracks down on serial returners – here’s how to (legally) avoid return fees

Some ASOS shoppers have been left disappointed after receiving emails notifying them that their accounts have been closed for breaching the retailer’s fair use policy.

What is ASOS’s fair use policy?

ASOS says it monitors accounts for ‘unusual or suspicious activity’, including:

• unusual patterns of returns
• items sent back that appear worn

Although the policy has been around since 2019, customers have reported that enforcement has ramped up in the past week.

What's the deal with return fees?

In 2023, ASOS introduced a £3.95 fee for ‘regular’ returners who send back items and keep less than £40 from an order.

• Premium subscribers (who pay £9.95/year for next-day delivery) must keep at least £15 of an order to avoid the fee.

ASOS hasn’t clarified what counts as ‘regular’ returns and says most customers will still enjoy free returns.

Other retailers like PrettyLittleThing and H&M have introduced similar measures.

With more retailers tightening their return policies, avoiding paying for returns can save you money.

Here’s how to do so fairly and legally. 

Read the return policy before you buy

• Look for stores with free returns, some only offer them for certain items, for example, if they’re full-price and not in the sale.

• Check the fine print and look for things like whether there’s a restocking fee, if you need to use a prepaid label, or if the return postage is deducted from your refund
• Choose payment methods that offer return protection, such as some credit cards, which may:

• reimburse return shipping
• refund you even if the retailer doesn’t accept returns

• You should check your card provider for details.

Return in-store, even if you made the order online

• Some retailers allow you to buy online and return in person without shipping costs or fees.
• Returning in person means you’ll get your refund faster.

Select ‘free returns’ filters

• Some online retailers have filters so you can view items with free returns.

• Look for phrases like:
• ‘free returns within 30 days’
• ‘hassle-free returns’

Join loyalty programs

Members of loyalty programs often get perks like:

• extended return windows
• free returns
• waived restocking fees

Negotiate politely

If you’ve been charged a return fee and it wasn’t clearly stated, contact the retailer’s customer service.

• you might get a refund out of goodwill, especially if you're a loyal customer or first-time buyer

Buy smart

• stick to brands you know offer free returns
• avoid buying multiple sizes unless the return is confirmed to be free
• use size guides, reviews and customer photos to avoid trial-and-error buying