Latest news with #Asos
The Guardian
10 hours ago
- Business
- The Guardian
Asos customers banned for being ‘serial returners' say it is ‘deeply concerning'
Shoppers using the online retailer Asos have complained about having their accounts closed and being accused of breaching a 'fair use' policy on returns. Asos updated its terms and conditions last September, introducing charges for shoppers who frequently returned large numbers of goods in attempts to crack down on 'serial returners'. In the past few days some customers have reported receiving emails saying their accounts would be deactivated. One shopper, Tskenya-Sarah Frazer, said she had been contacted to say her account had been closed because she had made too many returns. 'As a tall, plus-sized, neurodivergent customer I find Asos's decision to deactivate accounts without warning deeply concerning,' she said. 'For people like me, online shopping isn't just a preference, it's a necessity. The high street often doesn't cater to our body types or sensory needs, and the physical act of shopping can be overwhelming … We rely on online retailers to try clothes in the safety and comfort of our own homes.' Frazer, whose video sharing her experience has had 150,000 views on TikTok, said one of the reasons for the returns was inconsistent sizing. 'To now be penalised for returning items that don't fit after being forced to order multiple sizes due to inconsistent sizing is not only unfair, it's discriminatory,' she said. 'There was no explanation, no transparency, and no chance to appeal.' On X (formerly Twitter) another user posted a picture of two bodysuits which were both labelled as medium but appeared to be different sizes. I'm a size 8-10. I mostly wear a size S. The bodysuit on the left is M (too small). The bodysuit on the right is also M (too big). But ASOS are closing my account because I return things 😂 @ASOS_news They said: 'I'm a size eight to 10. I mostly wear a size small. The bodysuit on the left is a medium (too small). The body suit on the right is also medium (too big). But Asos are closing my account because I return things.' Sign up to Business Today Get set for the working day – we'll point you to all the business news and analysis you need every morning after newsletter promotion Asos 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.' Gary Rycroft, a consumer lawyer at Joseph A Jones & Co solicitors, said it was lawful for a business to decide it did not wish to conduct business with a certain group of customers, as long as the decision was based on commercial data and not discriminatory. 'Asos have imposed a threshold on returns and that's fine for them to change their terms and conditions and as long as other statutory protections for consumers are not breached,' he said. Such a change in terms and conditions should not affect the right of consumers to return goods that are faulty or not as described, he matching a retailer's published measurements for particular sizes could be said to be 'not as described'.
Daily Mail
14 hours ago
- Business
- Daily Mail
EXCLUSIVE I've been banned from Asos - and set up a petition to get its returns policy changed
Tskenya-Sarah Frazer used to be an avid Asos shopper, having started buying clothes on the online retailer's website 14 years ago while still at school. Fast-forward to 2025 and Tskenya-Sarah is now banned from shopping on the website. The 31-year-old, who lives in East London and works in broadcasting, has become one of a string of shoppers to allegedly fall foul of Asos' 'fair use' returns policy. Tskenya-Sarah used to shop online at Asos at least once a month, buying clothes, beauty products and gifts from the site. 'I was a loyal customer who used the platform as a go-to for essentials, self-care and gifting', she says. She told This is Money she spent 'hundreds of pounds' with Asos every year, having been drawn to a retailer offering both tall and plus-size ranges in one place. The demise of high-street shops over the years has reduced the number of shops Tskenya-Sarah feels suit her needs. She said: 'With the closures of high-street stores, people with specific needs and non-standard sizing are left with very few options. For me and many others, online shopping is not just a convenience, it is a necessity.' Earlier this month Tskenya-Sarah was informed by Asos that her account with the retailer had been suspended. She told This is Money: 'I went to make a return and realised I could not access my account properly. 'I received no warning, no explanation and there was no option to appeal. 'I contacted customer service repeatedly and was sent in circles. I spoke to online chat agents 11 times and was refused escalation every single time. 'Even after explaining the impact it was having on my mental health, I was dismissed. I felt shocked, humiliated and betrayed. As far as I know, I am still banned.' Before being banned, Tskenya-Sarah said she had been returning 'around 50 per cent' of her Asos orders, but 'sometimes more.' She added: 'This was never because I wanted to. It was because of inconsistent sizing. I often had to order multiple sizes of the same item to find something that fit. 'I have ordered a size 16 and a size 18 in the same item and the size 16 turned out to be bigger. These returns were necessary, not excessive.' Tskenya-Sarah does not believe Asos' fair use returns policy is fair, and last week set up a petition 'calling for transparency, a clear and fair returns policy, and proper accessibility protocols so that people can raise concerns without being ignored or shut out.' She said: 'I started it because I quickly realised this was not just about me. So many people have been affected by this. So far, over 1,200 people have signed the petition and it continues to grow.' Tskenya-Sarah said her concerns about the 'fair use' returns policy and the impact the ban had on her had not been adequately addressed by the retailer. A spokesperson for Asos told This is Money: '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.' What is Asos' 'fair use' returns policy? Last year, Asos began charging a £3.95 fee if customers made too many returns and kept less than £40 of their order. On its website, Asos states: 'Our Fair Use Policy exists to ensure we can continue offering free returns to the vast majority of our customers.' 'For the small group of customers who consistently take actions that make providing them with free returns unsustainable, we deduct and retain £3.95 per returned parcel from their refund to help cover the cost of getting the goods back to us.' Asos' fair use policy states that it may shut down accounts that have 'unusual or suspicious activity', which it says includes 'unusual patterns of returns activity' and items being returned that look worn. The retailer first warned customers in 2019 that it might ban accounts displaying such patterns, but some customers have claimed a tougher crackdown started this month.
Daily Mail
2 days ago
- Business
- Daily Mail
Asos bans shoppers for 'too many returns'
Online fashion retailer Asos has shut down some customers' accounts and banned them for returning too many orders. The company said a small number of people's 'shopping activity' had breached its fair use policy. 'This helps us maintain our commitment to offering free returns to all customers across all core markets,' Asos told the BBC. Self-confessed shopaholic Lucy Britnell is one of those who has been banned. She had paid for Asos's premium account since 2018 to get free delivery. Ms Britnell told the BBC she spends at least £100 a month at Asos, with her last 'holiday shop' costing £500. 'Most of the time I have to order two sizes and then I'll return the one that doesn't fit - and Asos sizing, especially its own brands, is very unpredictable,' she said. Another shopper, Louise Gowrie, 27, from Glasgow, had tried to appeal her ban but was told on live chat that the 'decision was final'. Asos last year began charging a £3.95 fee if customers made too many returns and kept less than £40 of their order. Some were irked at the time by the change and said they had no choice but to return garments as the brand's sizes were so unreliable. PR director Frankie Allen, 32, said she was recently banned and tried to explain to customer services on the company's live chat system that she orders clothes in two sizes and returns the one that doesn't fit. Such 'robotic comms' have changed the way people view Asos and 'alienated a lot of loyal customers', Ms Allen told the BBC. Asos said it shipped 67.2 million orders worldwide in the last financial year. Fellow fashion retailer Pretty Little Thing faced a backlash for deactivating accounts it said had high return rates last year. The measure was introduced shortly after it brought in a £1.99 fee for returns. Online shoppers tend to order the same product in an array of different sizes and colours. Three in four returned items of clothing are dumped in landfill or burnt due to processing fees, according to data firm Statista
The Irish Sun
2 days ago
- Business
- The Irish Sun
Asos shoppers fuming after retailer makes key change to returns & it's bad news if you often try multiple sizes
ASOS shoppers have been left fuming after the online retailer has made a huge change to its returns policy. From yesterday, June 24, if your account has an average returns rate of 70 per cent over the past five orders, it will be banned. Advertisement 3 Asos has launched an incentive to stop people returning the majority of items they order Credit: Reuters 3 If you have a returns rate of 70 per cent, your account could be blocked - and shoppers aren't happy as it can make sizing a challenge Credit: Tiktok/@lowkeypesh An ASOS spokesperson: "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 ." Since the change came in, a number of shoppers have had their accounts cancelled and others left annoyed about the policy. TikTok user Advertisement More on Asos She shared: 'I personally feel like they need to change this because if there's like a sizing issue or, for instance, I'm buying two items. 'I'm buying like one size bigger and smaller or my actual size, for instance. 'The company is basically penalising me for returning items that don't fit me or whatever.' Asos addressed concerns about sizing, and said in a statement: 'We understand that finding the perfect fit can be tricky sometimes. Advertisement Most read in Fabulous 'To make it easier, check out our Size Guide and product reviews . 'If you have the ASOS app, our Fit Assistant tool will make personalised size recommendations while you're browsing.' ASOS launches brand new secret sale where EVERYTHING is £5 - including Topshop, Pull&Bear and Stradivarius goodies perfect for summer However, the TikTok user claimed that it can be hard to find the correct size, particularly if some items don't have a video attached in the listing. Many people took to the comments to share their annoyance, with one saying: 'What do they expect when you can't go in and try clothes on. So ridiculous.' Advertisement Another added: 'An online-only brand penalising returns is wild.' However, one pointed out: 'Tbh I blame the fashion influencers for these rules, so many companies are doing it now because so many of them buy so much & take so much back. 'I love watching the fashion reels but I honestly think this is why so many companies are now doing this.' ASOS' CANCELLED ACCOUNTS 3 A number of people have had their accounts cancelled Credit: Asos Advertisement Shoppers were sent emails detailing how their accounts had been closed with "immediate effect" after the online retailer said they breached the terms of its Fair Use Policy. The move sparked fury among punters, with many describing the move as "unfair" and "insane". It is understood that even if customers have not used their account in recent months, it could still be closed if they breached policy rules. Last year, the online department store said it would charge customers for returning items unless they spent a certain amount. Advertisement The new rule means shoppers only get free returns if they keep £40 or more of their order. Otherwise, £3.95 will be deducted from their refund. Premier ASOS customers, who pay £9.95 a year for free delivery, are also not exempt from the change. But they only need to keep £15 of their order to dodge the charge. Advertisement The digital department store previously said its profits were bruised by customers making large orders and not keeping all of the items. However, the move has been labelled as unfair by many punters, especially as they cannot try before they buy when shopping online. CRACK DOWN ON RETURNS And ASOS is not the only online store to crack down on customers who make frequent returns. H&M, Boohoo, Pretty Little Thing, and Zara are among stores which now charge customers. Advertisement Next also introduced the change at the start of 2023 and customers now have to fork out £2.50 per item returned. In December 2023, Debenhams left shoppers feeling "cheated" after introducing a charge for returning online goods. Other ways to save money at ASOS HERE are some of the best ways you can save and get the best prices at ASOS and other outlet stores. Save money with ASOS Flash Sales and promo codes Flash Sales are mini-sales that last anywhere between a couple of hours to a few days - such as the 'Sample Sale'. When one occurs, an ASOS promo code will often be advertised that can be used on a particular product or range. Flash Sales also happen around bank holidays and other 'special' days like Valentine's Day, Halloween and April Fools' Day. Get an ASOS birthday discount code When signing up to ASOS, or any retailer for that matter, make sure to put in all your personal details, including your birthday, for special rewards. If a retailer knows your birthday, they'll send you a code two weeks before for you to use on full-price items. Sign up to the ASOS newsletter Again, this doesn't just apply for ASOS, but signing up to newsletters keeps you in the loop with all the latest deals and discounts as soon as they're announced. By signing up, you're usually rewarded with a new customer promo code for money off your first purchase. Buy from the multipack section Multipack sections often go unnoticed but they're a lifesaver for saving money on wardrobe essentials. For example, a plain white ASOS DESIGN women's t-shirt costs £8* when bought by itself, but a pack of two t-shirts comes in at £15* and a pack of three comes in at £22*. Get cheaper delivery While it's understandable you wan't your new product as soon as possible, try and pay for the least expensive delivery option - even if it means waiting an extra day or two for it to arrive. ASOS offers free Standard Delivery (usually £4.50) on all purchases over £40, too. Find deals in the sales If you're looking for ASOS discounts, make sure you check the outlet. The ASOS Outlet is great for finding cheap out-of-season stock, just as you'd expect at a regular outlet shop. You can find items with huge discounts of up to 70%.
Refinery29
3 days ago
- Entertainment
- Refinery29
This New Asos Brand Is Full Of Covetable Plus-Size Wedding Guest Looks
All linked products are independently selected by our editors. If you purchase any of these products, we may earn a commission. R29 Contributing Editor Sarah Chiwaya (aka Curvily) is a 'shops-for-a-living' expert on plus-size fashion. Follow along as she tests new drops with inclusive size ranges, recommends the best plus shopping destinations, and serves up styling tips and looks. So much of what is on the market for plus-size shoppers plays it safe — particularly lately, as many brands that were previously dipping a toe into extended sizing have rolled the initiative back, or those that did value size inclusivity have closed entirely — that I am always looking for interesting options in sizes over 14. So when I heard that Arrange, the new Asos-exclusive label, carries sizes up to 26, I was curious to check it out. My initial perusal on the site got my excitement up: The label had a great mix, with a selection of really cool, fashion-forward pieces; staples like casual tees and sharp denim; and styles like this embroidered, fringe-accented dress that look like that elusive vintage find we all hope for (but, unlike most vintage, is actually available in sizes up to US 26). Arrange is available in straight and plus sizes, and each category and aesthetic is represented well in both size ranges, though the styles are not always exactly the same. (For the styles that are the same in both straight and plus, the prices are the same as well — none of the dreaded plus-size markup here that some other brands have adopted.) While Arrange is only a few collections in, the selection seems regularly updated with options in timely trends, which is not always a given with extended sizes. One category in particular is standout: dresses. If you are looking for a plus-size wedding guest dress that is more fashion and less prom, Arrange has plenty of unique designs, considered materials, and modern styles. I tried five different wedding guest-ready dresses for different vibes and venues. Before I dive into my feedback on each one, some notes: While I often prefer to size up when trying new brands, instead of risking that something might be too tight in my usual US 20 size, you do not need to size up in this line. Asos clearly put work into the fit of these items, so plus-size shoppers don't have to do extensive mental calculations about sizing when ordering online. I also appreciate that if an Arrange piece is meant to be oversized, it will already be oversized at your regular size, so you don't have to size up just to get the vibe right. The one issue I had with the line was a more personal one: I'm 5'4' and a half, and even in heels, the long dresses were too long for me. It was not just hem lengths either — many of the bodices seem to be made for someone with a longer torso. The dresses I tried worked on me, and they were all very cute and wearable, but if I were wearing any of the longer pieces to a wedding, I would have them hemmed beforehand so they wouldn't trip me up after a few signature cocktails. All to say: If you are on the taller side, I'd recommend these dresses even more vehemently. Now onto the looks... Plus-Size Guest Dress: Destination Wedding The moment I saw this asymmetrical gown online, I knew it was the perfect pick to be the best-dressed guest at a beachy wedding, particularly one that is more on the formal side. The deep aqua color is vibrant without reading casual, and the flowy crêpe material drapes nicely and is satin-backed, so if you get hit by a gust of wind (like I did repeatedly while taking these pics!), there's no unsightly lining at risk of peeking out. Most importantly: The dress has pockets! All those details already make it a winner in my book, but the cool shoulder accent is what sets it apart. The gold-tone spiral got me so many compliments on the way to shoot this alone that I just know it would be a hit at a reception. The true gown length (that extends to the floor) makes it a possibility for a black tie event as well, though I would add a belt for a bit more shape and structure in that case. A dainty gold tone chain belt would match the shoulder detail beautifully, but you could also add a tonal fabric belt. Plus-Size Wedding Guest Dress: Cocktail Party Many plus-size options feel more like bridesmaid (or worse, prom) dresses than a considered wedding guest outfit, so this structured taffeta dress is a welcome departure from the usual sheath gown formula. With a drop basque waist and pannier-like volume at the hips from the hidden tulle under the pleated detailing, this dress reminds me more of a designer runway look than something you would buy off the reasonably priced Asos. The dusky blue hue is stunning in person, too. The elevated premise of Arrange is especially noticeable in this dress, from the substantial fabric to the built-in structure and pockets. There are thoughtful details throughout, including adjustable straps and a soft lining to keep scratchy tulle from touching your skin. The tea length is formal enough for all but the strictest of black tie dress codes, and is great if you want to show off a fantastic pair of shoes. This dress is pretty much perfect, in my wedding guest book. Plus-Size Guest Dress: Formal Wedding While I love a good strappy or one-shoulder number, sometimes you need more coverage, whether it's because the ceremony is at a place of worship or you just don't feel like wearing a strapless bra for hours. That doesn't mean you want to wear a dated, frumpy, mother-of-the-bride style dress (which unfortunately accurately describes a lot of the plus selection in formalwear if you want any type of sleeve at all). Arrange has some cool pieces that successfully combine coverage and cuteness. Made from a buttery soft modal jersey blend, this long-sleeve dress felt just as good as it looked. The asymmetrical draped pleating detail made it more polished than the average jersey maxi, and the heavy metal goldtone accent at the waist is right on trend. My only critique of this dress is that it is listed as 'red,' but it reads more vibrant orange in real life. If you are looking for something less formal but still thoroughly considered, this sheer organza overlay dress fits the bill. The muted sage hue is a 2025 favorite, and the flower appliques in varying sizes give it dimension and a ton of visual interest, especially when they flutter in the breeze. After trying it on, I realized I could have sized down from my usual US 20 if I wanted a slightly less dramatic trapeze silhouette, though I still found it to be true to size for the intended spacious effect. The opaque lining of this dress hit just above my knee while at rest, but when I put my arms up to see what it would be like dancing, it got significantly shorter. I wore neutral slip shorts underneath, and I'd recommend the same for my taller friends. Plus-Size Wedding Guest Dress: Nighttime Party As a self-described magpie (I love sparkly things!), this oversized paillette dress immediately caught my eye. I wasn't sure how I'd feel about the elbow-length sleeves or the boxy silhouette, but once I put it on, all my concerns were immediately assuaged. This was the only dress I sized up in (I tried a US size 22), but it turns out I didn't need to. This is a very roomy style, and while the T-shirt cut looked good in the size up, I think it fit even better in 20 when I tried it on later at the ASOS pop-up in NYC. That confirmed my impression that Arrange runs consistently true to size, which is always so good to see. This dress is even more stunning in person, with the varied sizes of the paillettes adding dimension and giving the effect of even more shine. When I shot this in the late evening sun, I felt like a human disco ball, in the very best way possible. All I wanted to do was shimmy and dance around in this, so it would be perfect for a rooftop wedding reception or any nighttime event that calls for sparkle and shine. Once again, my only criticism is with the color name. This dress is listed as 'light blue,' but, in real life, it has a gray base with gray-silver paillettes; I can't find any blue in it at all — unless the mirror-like discs are currently reflecting something blue. (This one had me feeling like the ' grey couch girl ' who recently went viral on TikTok for being convinced that her [very grey] couch was blue.) Again, this is a quibble, but between this and the 'red' dress, I'd advise judging color based on what you see on the site and not what it is listed as.
