Some retailers are taking even more stringent measures to deter serial returners (Image: Getty)
Most online fashion retailers do not offer free postal or courier returns according to new research.
Research from Which? has found that 12 out of the 20 biggest online fashion retailers do not offer free postal or courier returns.
These return fees, which range from £1.99 to £3.99, are not always made clear early on in the checkout journey, Which? claims.
When Which? looked at the pages for these retailers, Zara, River Island and New Look outlined their fees on product listing pages, but many of the other retailers did not explicitly state that customers have to pay for returns during the checkout process, the consumer group said. MandM Direct has since made the cost and returns procedure clearer on its product detail pages.
Apart from Sports Direct – which only accepts online returns via post – all of the retailers in Which?’s research that have physical shops do offer free in-store returns.
Nicola, a 49-year-old data analyst from Nottingham, became a Boohoo member in February 2024 and paid a £9.99 flat fee for Boohoo Premier, which offered a year’s worth of unlimited next-day delivery when spending over £10 and free returns.
But after sending back an item purchased in June 2024 Nicola noticed a £1.99. After questioning this payment she was informed of a policy change since she first purchased the membership.
After complaining, Nicola was refunded £1.99 but told that going forward she would need to pay for returns. She told Which?: “I find it unfair that the terms and conditions have changed just months into the subscription.
“It’s not what I signed up for. Since I found out the terms and conditions changed I haven’t purchased anything else from Boohoo and it’s very unlikely I will be purchasing anything else again – unless they honour the subscription I originally purchased.”
With return rates on the rise in recent years, some retailers are taking even more stringent measures to deter serial returners and ‘wardrobing’ – when customers order clothes, wear them once and then send them back.
PrettyLittleThing has also deactivated some customers’ accounts due to their ‘unusual high returns activity’.
While high levels of returns are bad for the environment and consumers should consider this when purchasing and returning online, retailers should also make any return fees clear upfront so that customers can make an informed decision about the returns process before they place their order.
The most expensive rate for return payments comes from MandM direct at £2.99-£3.99, with joint second place belonging to Zara and New Look.
The cheapest options among the online retailers that aren’t free are Matalan, Sports Direct and T.K.Maxx which only require shoppers to pay for their postage costs.
Which table of return prices for online shopping (Image: Which?)
MandM Direct said:“At MandM, we have always believed in upfront clarity and convenience when it comes to returns.
“Our policy has been consistent since we began trading online more than two decades ago: we offer customers the option to purchase a pre-paid returns label during checkout or pay to return their item if needed.
“This upfront approach empowers customers who anticipate the possibility of a return to manage the process seamlessly. We believe this policy balances providing customer choice and maintaining sustainable business practices. It allows us to offer competitive pricing on our products while ensuring that the costs associated with returns are borne by our customers who use the service.
“We always value feedback and continually review our policies to ensure they meet our customers’ needs. Based on the Which? survey, we have made the costs and return procedure clearer on our Product Details Pages.”
Most online fashion retailers do not offer free postal or courier returns (Image: Getty)
H&M said:“All H&M customers can benefit from free returns, both in-store and postal, by signing up to our H&M Membership programme free of charge. H&M is fully transparent regarding its return policy, with a dedicated page on its website.”
Matalan said: “Any customers who are unable to place a return with us in-store are encouraged to get in touch with our Customer Care team, who will work with them to try and find a solution on a case-by-case basis.”
Gurpreet Chokar, Which? Consumer Law Expert, said: “With many online retailers shifting away from free online returns, it’s become increasingly common for customers to foot the bill if they can’t return their item to a physical shop.
“While some shoppers will be able to return items at physical stores without any extra charges, retailers must ensure that any return fees are clear upfront so that customers can make an informed decision before they place their order.
“Which? is also concerned that these policies could discriminate against disabled consumers who might not be able to easily access stores. Retailers must make reasonable adjustments to ensure disabled shoppers can benefit from free returns.
“If you are disabled and cannot easily access a store to make a free return, get in touch with the retailer directly and ask if they can offer a postage or courier label so you’re not financially penalised.”
