H&M considers charging for online returns

H&M is considering charging for online returns in an effort to reduce surging costs.

During the fashion retailer’s Q3 earnings call last week, H&M chief executive Helena Helmersson told investors that the business will soon be testing the implementation of “return fees in a few of the markets to see the response from the customer”.

However, Helmersson added that the company’s actions will be dependent on how the news is received by customers.

“So that’s why we do a test to see if that is something to fast track,” she added.

“If we’re about to roll it out, it will take some time. We don’t have an exact time limit on it.


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“But, again, let’s see when we see the evaluation of the test, whether this is the most impactful thing to do or not.”

In a statement given to The Independent, a spokesperson for H&M said it “will test a return fee in a few of its markets but it will only apply to online returns.”

They added: “If a customer returns a product that was bought online in-store, there is no fee.”

H&M isn’t the only retailer to potentially start charging customers for making returns, with Zara and Boohoo both introducing similar changes.

The news comes after a report by UserTesting revealed that 60% of UK consumers would consider shopping elsewhere if retailers start introducing fees to return online orders.

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