Anger as popular high street fashion chain to change return fee rules and customers are fuming
HIGH street fashion giant H&M has made a change to its returns fee that has angered customers.
At present, shoppers who order online from H&M and return items pay £1.99 per parcel - but from February 3 the fee is rising to £2.95.
Currently H&M customers who have signed up to its loyalty scheme don’t pay a charge.
However, under the new rules they will also pay £2.95 to return.
The change was spotted by a user of X.com who posted: "Why does every single store now charge for returns like it’s completely normalised now and no one's complaining???"
Another posted: “So @hmunitedkingdom start to charge £2.95 for any online return by post.
“How do they expect anyone to purchase anything online from them? The whole point is that you can’t try it on until it arrives. I will stop purchasing online from their store!”
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The issue has proven contentious among shoppers, with many believing they shouldn't be penalised if they buy in good faith and then find the item doesn't fit.
In September, Asos introduced new rules meaning customers who return goods too frequently will have £3.95 deducted from their refund if they keep less than £40 worth of their order.
Those with their premium subscription, which offers next day delivery and costs £9.95 a year, will need to keep £15 worth of an order.
H&M introduced a returns fee in September 2023, following the likes of Zara, Boohoo and Next.
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The wave of new charges followed a surge in online shopping during the pandemic, with retailers reporting that shoppers bought more items in bulk before sending back unwanted products.
Customers can still return items for free in stores.
H&M said: “From 3rd February a return fee of £2.95 will be deducted from refunds for all customers. We have adjusted our returns fee to reflect the local market fee level. The fee is not applied to faulty items and returns made to H&M stores remain free.
“We always strive to reduce the return rate as much as possible. For example, we help customers find the right size and fit through various features, such as our size recommendation tool.
This is also important from a sustainability perspective, as it helps us to decrease transports.
“Like others in the industry, we began charging a fee for online returns in the UK and Ireland for non-members some time ago.
"We can see that this has decreased the returns rate, and we are now extending it to all customers in the UK.”
RETAILERS CLAMP DOWN ON ONLINE RETURNS
Bohemian clothing brand Nobody's Child also said it would start charging for customers to return online orders.
The brand, famed for its flowing dresses and collaborations with presenter-turned-podcaster Fearne Cotton, said the money would be automatically deducted from the amount shoppers receive after they process a return.
Customers will also be charged per item they return, meaning they cannot send back multiple items in one go in an attempt to reduce the fee.
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However, shoppers can exchange a garment for a different size or style without the return fee and free standard delivery.
Debenhams has also bought in similar charges after hikes in the cost of delivering and processing returned items, as well as increased use of the service.
YOUR RETURN RIGHTS EXPLAINED
THE SUN'S Head of Consumer, Tara Evans, explains your return rights:
YOUR right to return items depends on where you purchased it and why you want to return it.
If you bought an item online then you are covered by the Consumer Contracts Regulations, which means you can cancel an item 14 days from when you receive it.
You then have a further 14 days to return the item, once you've notified the retailer that you want to return it.
If an item is faulty - regardless of how you bought it - you are legally able to return it and get a full refund within 30 days of receiving it.
Most retailers have their own returns policies, offering an exchange, refund or credit.
Shops don't have to have these policies by law, but if they do have one then they should stick to it.