Overview

• Since June 2025, ASOS has permanently closed the accounts of thousands of customers whose return patterns it deems excessive under its updated Fair Use Policy.
• The Fair Use Policy, revised in October 2024, introduced return fees for high return rates and empowered ASOS to ban serial returners to protect free returns for the majority.
• Critics warn the enforcement disproportionately affects plus-size, tall, and disabled shoppers who depend on ordering multiple sizes online due to limited in-store options.
• A petition spearheaded by community activist Tskenya Sarah Frazer calls for a government-led review of Fair Use bans and has drawn widespread support from affected customers.
• Industry experts, including fulfilmentcrowd CEO Lee Thompson, say ASOS’s move reflects a wider retail shift toward curbing unsustainable return volumes and boosting sustainability.