Latest news with #returnsPolicy
Daily Mail
21 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.
The Sun
3 days ago
- Business
- The 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. 3 3 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 @lowkeypesh uploaded a clip slamming the move saying it is hard if you want to try on a few sizes to get the perfect fit. 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. '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.' 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 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. 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. 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. 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%.
