Three in four UK retailers now charge for returns – tips to avoid paying them (legally and fairly!)

Need to return an item? Chances are it will cost you. New research from global returns solution provider Zig-Zag shows that 76% of the UK’s top 100 retailers now charge you for returns.

Only 24 retailers offer completely free returns, meaning no return free and free or refunded delivery.

With global return costs hitting £656bn in 2024, more brands are tightening their policies. Fashion giants like PrettyLittleThing, H&M and Boohoo now charge return fees, while others, including ASOS and Next, are monitoring high-frequency returners and even restricting orders in extreme cases.

Many retailers are also splitting their approach by channel, giving you free in-store returns but charging for postal ones.

Luxury retailers are still the most generous, with only 11% charging for returns, but young fast-fashion brands sit at 80%.

Premium brands like Selfridges, Boden and Sweaty Betty are keeping returns free to meet the expectations of their higher-spending customers.

Meanwhile, younger shoppers tend to tolerate return fees, which lets fast-fashion brands introduce charges without much backlash.

With more retailers tightening up, you can still avoid paying for returns, fairly and legally. Here’s how.

Read the return policy before you buy

You’ll save yourself money, and hassle, if you check a store’s policy upfront.

• Look for retailers that give you free returns, even if only on certain items such as full-price products.
• Check the fine print: Is there a restocking fee? Do you have to use a prepaid label? Will they deduct postage from your refund?
• Use payment methods that offer return protection. Some credit cards may:
• reimburse your return shipping
• refund you even if the retailer won’t accept a return. Always check your card provider’s terms.

Return in-store, even if you bought online

• Many retailers let you return online orders in person for free.
• Returning in-store usually gets you a faster refund too.

Use ‘free returns’ filters

• Some sites let you filter for items with free returns.
• Look for phrases like:
• ‘free returns within 30 days’
• ‘hassle-free returns’

Join loyalty programmes

Membership can unlock perks that save you money, such as:

• extended return windows
• free returns
• waived restocking fees

Negotiate politely

If you were charged a return fee that wasn’t clearly disclosed, contact customer service.

• You might get a goodwill refund, especially if you’re a loyal or first-time customer.

Buy smartly 

• Stick to brands you know offer free returns.
• Avoid ordering multiple sizes unless you’ve confirmed the return is free.
• Use size guides, reviews and customer photos to help you get the right fit first time.