Boohoo has introduced a £1.99 return fee in a bid to balance costs, putting an end to its long-term free returns policy.
The details – which can be found in the small print online and in the Boohoo app – reveal that customers will have the charge taken off any refund they are issued.
The updated returns policy also outlines that the fast-fashion retailer will be charging the fee for each parcel returned to its warehouse, meaning that if multiple returns are made from the same order, the fee will be charged more than once.
Customers who have bought items using buy now, pay later (BNPL) schemes – such as Klarna – will also have the £1.99 fee left to pay on their invoice if they return them.
Boohoo’s website states: “As per our policy, returns are chargeable therefore the outstanding £1.99 charge on your BNPL invoice would need to be covered by you.”
READ MORE: Zara to begin charging for online returns
The move has left customers annoyed they will not be able to take advantage of the free returns offer which previously allowed them to order in multiple sizes to try on at home.
The new charge will not apply to Boohoo’s Premier customers, who pay £12.99 a year for unlimited next-day delivery and free returns.
A spokesperson for Boohoo said the change had been rolled out in response to the cost of shipping increasing, saying the move was made to allow it to: “continue offering great prices and products and do this in a more sustainable way.”
“As the cost of shipping has increased, we’ve had to look at where we can adapt without compromising what our customers love most, the convenience of shopping with us and the great value that our brands offer.”
Fashion retailer Zara started charging £1.95 for returns earlier this year, while pureplay ecommerce brand Asos does not charge for returns and – according to chief executive Jose Antonio Ramos Calamonte – isn’t thinking of changing that “right now”.
The charge currently only applies to the Boohoo brand itself.