Tue, 24 Jun 2025

Tue, 24 Jun 2025 'A slap in the face' - Asos bans shoppers for making too many returns

The retailer has been cracking down on customers with high return rates - but some say it is unfair.

* Asos has been shutting down customer accounts due to alleged breaches of its fair use policy, which includes frequent returns and items being returned in worn condition.
* Some customers have received emails informing them that their accounts will be closed in 30 days, with some complaining about being unable to appeal the decision.
* The company has charged a £3.95 fee for frequent returns since last year, and says it is necessary to maintain its free return policy for all customers.
* Customers who have been banned say they are loyal customers who have spent hundreds of pounds on Asos, but were shut down due to occasional returns or exchanges.
* Industry experts say that shipping returned items can be costly, and that a return fee may not cover these costs.
* Some customers are calling on Asos to change course and reconsider its policy, including launching an online petition.
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