Asos has closed some accounts from customers who have a high returns rate, becoming the latest retailer to take action on frequent returners.
The retailer has said the accounts of a “small group of customers” has been closed as it falls outside of its fair use policy.
This follows fellow fashion retailer Pretty Little Thing, which controversially closed customer accounts for the same reason in 2024.
Other fashion retailers such as Zara, H&M and New Look charge £2.95 for returns not made through a physical shop, while Boohoo charges a flat out returns fee of £1.99.
An Asos spokesperson said: “We recently closed the accounts of a small group of customers whose shopping activity has consistently fallen outside our fair use policy.
“This helps us maintain our commitment to offering free returns to all customers across all core markets.”
Asos introduced a £3.95 returns fee for UK customers who often return large volumes of items back in September. This doesn’t count if customers keep items worth a minimum £40 per order, or £15 for members.
If a product is faulty or they have received an incorrect item, customers will still be able to make free returns.
The decision has caused a frenzy on social media as many did not feel as if they met the criteria of violating Asos’ fair use policy.
One user on X, formerly Twitter, said: “I’ve just had an email from Asos saying they’re closing my account indefinitely due to improper usage but I have probably made 10 orders over the years…it’s so bizarre? Has anyone else had this?”
No comments yet