Overview
- Mid-June coverage confirmed ASOS is deducting £3.95 from refunds for each returned parcel for customers it classifies as having very high return rates and may also add a separate £3.95 handling fee.
- ASOS applies the rule after reviewing a customer's purchases over the previous 12 months and updates status with a 30-day delay so processed returns are counted before any change takes effect.
- Reporting cites the enforcement threshold as returning more than 80% of items over five or more orders, and affected shoppers who keep under £40 of an order lose access to free returns.
- Concrete price examples show the fees can sharply raise costs for frequent returners, boosting next-day delivery to £9.90 and pushing instant delivery up to £15.90 once the extra charges are included.
- Shoppers have complained on social platforms that the rule hits people who buy multiples to check sizes and that the extra charges could change buying habits, while ASOS says the measure is needed to keep returns sustainable for most customers.