More than half of the biggest online fashion retailers don’t offer free postal returns, Which? finds

New Which? research looking at the policies of the 20 biggest online fashion retailers found that more than half do not offer free postal returns - with some charging as much as £3.99 to send items back. 

Which? looked at the returns policies of the 20 biggest online fashion retailers in terms of online sales - including Boohoo, H&M, JD Sports, Matalan, New Look, Next, PrettyLittleThing, River Island, Sports Direct, TK Maxx and Zara - and found that 12 out of the 20 retailers do not offer free postal or courier returns. 

These return fees, which range from £1.99 - £3.99, are not always made clear early on in the checkout journey. 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. 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. She 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.

She purchased an item in June 2024. When Nicola sent it back, she noticed she had been charged £1.99. Nicola queried this with Boohoo as she thought all returns were free and was informed by a Boohoo customer service representative that the terms and conditions had recently changed.

After complaining, Nicola was refunded £1.99 but told that going forward she would need to pay for returns. She said: "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."

Under the Consumer Contracts Regulations, consumers have the right to return most items they have bought online. Under the Consumer Rights Act 2015, consumers also do not have to pay for returns if their item is faulty or not as described. 

However, 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. 

Which? has also previously expressed concern that policies offering free in-store returns, while charging for postal returns, could discriminate against disabled consumers who might not be able to easily access stores.

Retailers must make reasonable adjustments to ensure disabled customers can benefit from free returns. Some retailers - including JD Sports, New Look, Next and Zara - offer free collections or returns labels for disabled customers who cannot make in-store returns. 

If you are a disabled customer and cannot easily access a store to make a free return then you should get in touch with the retailer to see if they can make an adjustment to allow you to return the item via courier or post for free. 

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.”

-ENDS-

Notes to editors 

Research 

Which? looked at the returns policies of the top 20 clothing & footwear retailers in terms of onlines sales in the UK in 2023.

Table of results 

Right of replies

Boohoo, JD Sports, Next, Sports Direct and PrettyLittleThing did not provide an on-the-record comment.

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: https://www2.hm.com/en_gb/customer-service/returns.html”

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.”

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.”

New Look said that in a situation where a customer is unable to travel to a store to return their items, it can issue a free postage label. This service is available to all customers who find it difficult to visit a store, not just those with disabilities.

River Island and TK Maxx did not respond to Which?'s request for comment. 

Zara said it does not charge customers for online returns if they are unable to visit a store owing to their disability. In these instances, Zara will either email the customer a prepaid returns label or arrange a free courier pick up.