ASOS bans shoppers for ‘consistent' breaches of little-known policy
ASOS customers have been left fuming after the fashion retailer shut down a number of accounts for alleged violation of their Fair Use Policy.
Shoppers have been receiving emails from the online company stating breach of the Fair Use Policy, which details the number of items that customers can return to the retailer.
The ASOS website says the Fair Use Policy is to ensure that they can continue 'offering free returns to the vast majority of our customers.' ASOS customers have been left fuming after the fashion retailer shut down a number of accounts for alleged violation of their Fair Use Policy. Pic: JUSTIN TALLIS/AFP via Getty Images
Angry shoppers have been taking to social media to share the emails they have received from the brand, which reads: 'After reviewing your recent return activity again, you are still part of a small group of customers whose shopping behaviour continues to breach our Fair Use Policy. For this reason, we have decided to close your account.
'Please note that this also applies to any other accounts you currently have or may try to open in the future.'
no way are asos closing my account because i return too many clothes 💀 it's not my fault that the clothes i want don't fit and their sizing is awful 🥲 what a piss take man 😂 pic.twitter.com/Y5CBLDsPaR — rach (@rachel_mcfly) June 19, 2025
Customers took to X to vent their frustrations with many hitting out at the retailer for their 'awful quality' and 'botched sizing.'
One person raged: 'Obsessed with ASOS banning me from being a customer because the majority of their clothes are awful quality or botched sizing and therefore need to be returned.'
Obsessed with asos banning me from being a customer because the majority of their clothes are awful quality or botched sizing and therefore need to be returned pic.twitter.com/w6FCJtsPNN — jess (@JessBellmon) June 19, 2025
Another said: 'No way are ASOS closing my account because I return too many clothes. It's not my fault that the clothes I want don't fit and their sizing is awful. What a p*** take man.'
A third wrote: 'Account closed for 'consistent breaches' of their Fair Use policy when I haven't returned anything since October! #ASOS you are a joke. You've been losing customers since your new returns policy came in and now you're actually getting rid of customers willingly.'
Elsewhere, those who have had their accounts closed are reporting unsatisfactory help from the Customer Care department, with one person saying they 'closed the chat on me with no further information.'
Another shopper did have success in having her account reopened but admitted the ordeal has left her feeling 'unsure.'
She said: 'I don't feel confident now with their returns. Clearly the backlash received has resulted in them looking a bit further into each individual case…'
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