Boohoo, which previously offered free returns, now charges £1.99 for the service.
The retailer has quietly made the policy change in the fine print of its app and website, informing customers that the fee will be deducted from any refund issued.
A Boohoo spokesperson said the change was introduced in response to rising shipping costs, adding that the move was taken so the company “can continue to offer great prices and products, and do it in a more sustainable way.”
Last month, Boohoo reported that its shares fell 14% after reporting an 8% decline in first-quarter sales, partly reflecting higher returns.
A spokesman for the Boohoo group said The mirror: “As shipping costs have increased, we had to consider where we could adapt without compromising on what our customers love most, which is the convenience of shopping with us and the great value for money that we offer our brands offer.
“This means we charge a £1.99 fee on returns so we can continue to offer great prices and products and do it in a more sustainable way.”
What is Boohoo’s new return policy?
Customers will now see an “updated return policy” in the fine print of the store’s app and website when purchasing an item.
The policy states: “Please note that a return postage fee of £1.99 per package will be deducted from your refund amount.
“Returns are FREE for premium customers.”
The new policy also applies to buyers using gift cards, store credit or vouchers.
Boohoo’s website states: “If you paid for your order with a gift card, store credit or voucher a replacement will be issued for the refund less the £1.99 cost of posting the item back to us.”
The retailer has extended their returns policy to 28 days, so a typical refund may take longer than usual.
Customers will receive a refund within 14 days after the retailer has received the returned items or within 14 days after the consumer has provided proof of return to them via one of their carriers if the items are not returned.
Unhappy shoppers took to social media to complain about the policy change, as many customers order multiple sizes of an item to get the right fit before returning the ones they don’t need, meaning they’re out of stock bag to be left.
One user wrote: “I always have to buy two sizes as sometimes the cut is tight and drowns you next time. Think I’ll stick with Primark from now on, at least then you can see what you’re buying.”
“@boohoo @boohoo_cshelp since when do you charge for returns???” said another.
A third wrote: “Well that settles it. No more shopping at @boohoo, now they charge £1.99 for refunds.”
Another added: “@boohoo_cshelp hi can you please tell me why you are charging Isle of Man residents a return fee now? Only had to pay 9.19 for three dresses? Then apparently you take £1.99 off the refund!”
What other retailers charge for returns?
Boohoo’s move comes after Zara shoppers were charged £1.95 to return items, with the fee deducted from their refund.
Zara had said the move was to encourage people to return to its stores, where there is no return fee.
But Jose Antonio Ramos Calamonte, chief executive officer of online-only retailer Asos, said his company doesn’t currently charge for returns and has no intention of charging “at the moment”.
Asos Chief Operating Officer Mat Dunn said the free return was a “no regret” decision made to streamline the customer offering.
https://www.theargus.co.uk/news/20279437.boohoo-introduces-1-99-charge-returns-policy—new-rules-explained/?ref=rss Boohoo introduces a £1.99 fee into its returns policy – new rules explained