ASOS shoppers slam online retailer after introducing huge change to returns policy

Users of the fast-fashion giant and online retailer ASOS have stormed social media with complaints following an update to their policy.

ASOS, which first launched in 2000 and was an acronym for 'As Seen On Screen', has built up a loyal customer base thanks to their seamless returns system.

As there are no bricks and mortar stores, customers have to trust the sizing they see online and hope it'll be a good fit.

ASOS' beloved returns system was as easy as attaching a label, marking a box as a reason for the return and waiting for the funds to hit their accounts.

Yet, in recent days on X, it's become apparent that the system is changing - and people are not happy.

ASOS has long been the go-to for online shoppers (JUSTIN TALLIS/AFP via Getty Images)

An email to a customer reads: "We want to give you a heads-up about some updates we're making to our Fair Use Policy that will affect your future orders with ASOS.

"As part of a small group of customers with a frequently high returns rate, you'll now only get Free Returns when you keep £40 or more from your order. If you keep less than £40 from your order, we'll deduct £3.95 from your refund."

They continue: "This change will only apply to orders placed from 8 October 2024, and you'll be reminded on-site."

The user who received the email shared a screenshot alongside the caption: "Well ASOS if you actually made clothes that fit so I wouldn’t need to buy multiple sizes we wouldn’t have that problem, consider me no longer a customer. Whilst you’re at it, improve your clothing quality before you act all high and mighty."

People are outraged by the policy (X/@ohhey_itssaniax)

People were quick to flood the comments with their own stories about the company policy.

One person wrote: "I got the same but mine is £15, £40 is a complete joke so basically an element of their clothes are non returnable now. Won’t be using them again."

Another said: "I received the same email. The cut, sizing and quality of ASOS' clothes is all over the place - that's why their return rate is high! My spend with them is less than what it used to be but thank you ASOS for putting the final nail in the coffin - I'm officially done!"

A third added: "How RUDE!!!!! I’m also a regular buyer of @ASOS_UK

& purchase multiple sizes because their sizing and quality is often OFF… I can’t believe they’re doing this to customers. I’ll also be going elsewhere."

Tyla has reached out to ASOS for comment.