Shopper outrage as major fashion brands including Debenhams and Warehouse start charging surprise fee
A HOST of fashion labels have changed their returns policy so customers subscribing to their premium service must pay for returns.
Debenhams, Dorothy Perkins, Oasis, Coast and Warehouse – which are all part of the same group and share the same “Unlimited” delivery service – used to offer members free returns, but since June charge £1.99 per order.
Unlimited membership, which costs £14.99 a year, gives customers access to next day deliveries for all the brands named above, plus Burton, Misspap and Wallis .
The change has outraged subscribers, who were taken by surprise when they found out about the fee.
One shopper who took to the Trustpilot site to comment on Dorothy Perkins’ service said: “Since when have you started charging Delivery Pass customers £1.99 to return items?
“If you have started to charge for returns then I certainly will not be renewing my pass with you.”
Another added: “Regular customer for many years now and on unlimited subscription.
“Had to return a size 12 dress more like a size 18 only to be told 1.99 for returns label.
“Will not be buying again, waste of money.”
Another Warehouse Unlimited customer complained of being charged £1.99, even though this fee was not in place when he had subscribed.
Karen Millen – another brand owned by the Boohoo Group – has similarly changed its Premier service so that members, who pay £14.99 a year, must pay £2 per return.
However, according to the terms and conditions, those who purchased Premier unlimited delivery before June 3 will continue to receive free returns until their subscriptions end.
Any new Premier customers from June 3 will be charged £2 for returns.
But, for subscribers to Debenhams Unlimited and all of the brands under that label, the fee has come into effect immediately.
Sun Online revealed in September how members of Boohoo Premier – another premium delivery service operated by the Boohoo Group – were also told to pay £1.99 per return, but it has since reneged and made them free again.
Louise Deglise-Favre, retail analyst at GlobalData, said the introduction of returns fees was likely done to boost its profits, leaving some feeling cheated.
YOUR RETURN RIGHTS EXPLAINED
THE SUN’S Head of Consumer, Tara Evans, explains your return rights:
YOUR right to return items depends on where you purchased it and why you want to return it.
If you bought an item online then you are covered by the Consumer Contracts Regulations, which means you can cancel an item 14 days from when you receive it.
You then have a further 14 days to return the item, once you’ve notified the retailer that you want to return it.
If an item is faulty – regardless of how you bought it – you are legally able to return it and get a full refund within 30 days of receiving it.
Most retailers have their own returns policies, offering an exchange, refund or credit.
Shops don’t have to have these policies by law, but if they do have one then they should stick to it.
She added: “The group has been experiencing major issues in the past couple of years, unable to compete with new competitors such as Shein in terms of agility and breadth of choice.
“Besides, the group bought the majority of the brands mentioned here during the height of its success throughout the pandemic.
“However, these brands were already experiencing difficulties and the boohoo Group likely has not been able to turn their favours around despite a change in branding and product offering.”
The Boohoo Group did not comment.
STORE RETURN CHARGES
PrettyLittleThing recently implemented a charge of £1.99 per item returned.
In February, River Island angered customers by introducing a £2 charge to return items ordered online.
The retailer also said it would ban some customer accounts if they made too many returns.
The charge is deducted from the total amount refunded after the customer has posted back the items.
And H&M brought in a £1.99 fee in September last year.
Before that Boohoo also began the practise in July 2022, but it continues to offer free returns for its “premier” customers.
In May 2022, fashion chain Zara introduced a fee for those looking to bring back parcels, it now charges £1.95 for the service.
Next gives customers 14 days to return their orders, but still charges £2.50 to take them back.
A host of retailers including Mountain Warehouse, THG and Moss Bros have also added a charge for shoppers to return items bought online.
Companies have started to charge for returns as the costs of shipping have risen.
The cost of processing is also higher.
Retailers with stores can make it easier for consumers to return goods for free as they can be dropped off in a store, which saves the shipping charges.
Which retailers don't charge for returns?
DESPITE the trend towards charging, there are still lots of high street names that offer free returns.
Amazon says that it offers free returns for most items that are sent back within 30 days as long as they are unused and undamaged.
It adds that most of its sellers do the same. Often, a free returns label is included with your package.
It says that it will issue a refund for a product shipped by Amazon, within a maximum of 14 days and confirm it with an automated e-mail.
Argos offers free returns for most of the things that it sells.
Apple says you can return purchases within 14 days for free. The product must be in its original condition with all of its parts, accessories, and packaging.
Asda has a generous online returns policy, where most things can be returned within 30 days if you change your mind. You need to show proof of purchase.
M&S’ standard returns policy is 35 days for both online and in-store purchases, except sale items, which must be returned within 14 days.
Clothing or homeware items can only be returned at main clothing and home stores and outlet items can also only be returned to outlet stores.
ASOS says that returns in the UK are free and trackable, as long as you don’t fall foul of its “fair use policy” and you return things within 28 days.
It says that for the small group of customers who consistently take actions that make providing them with free returns unsustainable, it deducts and retains £3.95 from their refund to help cover the cost of getting the goods back.