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Major fashion brand introduces return fee & shoppers threaten to cancel accounts

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7 months ago

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Major fashion brand introduces return fee & shoppers threaten to cancel accounts

A MAJOR bargain fashion brand has introduced return fees, and shoppers are furious.

PrettyLittleThing (PLT) has started charging all customers for returns.

Other big retailers, including Debenhams, Zara, H&M and New Look, have introduced similar changes over the past few years

The fashion brand, owned by Boohoo, introduced a £1.99 fee on June 3.

The charge is deducted from a shopper’s full refund amount.

PrettyLittleThing fans who are members of its PLT Royalty programme won’t be able to avoid the charge either.

PLT Royalty costs £9.99 a year and gives members free unlimited delivery on all items.

Members can use the brand’s next working day delivery service for free – a service which costs non-members £9.99 a time.

However, shoppers have taken to social media to vent their frustrations over the introduction of a returns charge.

One PLT fan said on X (formerly Twitter): “What exactly are the perks of Royalty if you remove free returns?

“Your sizing is so crazy I cannot order my usual size knowing it will fit, and always have to order multiples!

“Now, having to pay for returns, I will cancel my account and shop elsewhere.”

Another said: ” I will be cutting back on ordering from you.

PrettyLittleThing CEO Umar Kamani gets married to Nada Kamani at lavish wedding ceremony

“It’s very unfair, considering you don’t have the option to return items to stores for free.”

“Changing your returns policy (without actually sending out any email by the way) to now charge people for returning their items is actually laughable,” said a third shopper.

Another said: “Prettylittlething now charging for their returns has hurt me more than any break up could ever.”

PLT declined to comment.

PRETTYLITTLETHING RETURNS POLICY

UK returns cost £1.99 if you use the brand’s returns portal.

Customers who do not use the returns portal are responsible for the cost of returning products to PLT using their chosen alternative returns method.

If you use the returns portal, you’ll need to follow these steps:

  • Repack your products.
  • Login to our returns portal. To do this, you will need your order number, email, and the last four digits of your phone number.
  • Select your preferred return option either by printing your returns label at home or choosing an in-store option.
  • Once you have processed your return in the portal, you’re ready to post it off.
  • Keep an eye on your return tracking. You’ll get an email once PYT receives your returned product.

OTHER RETAILERS HAVE INTRODUCED RETURN FEES

PLT isn’t the only online retailer to have introduced returns fees in recent months.

River Island angered customers by introducing a £2 charge to return items ordered online back in February.

The charge is deducted from the total amount refunded after the customer has posted back the items.

Other big retailers, including Debenhams, Zara, H&M and New Look, have introduced similar changes over the past few years.

In December 2023, Debenhams introduced a £1.99 fee amid fears shoppers have been abusing free returns by ordering items, wearing them briefly and then sending them back.

H&M introduced a £1.99 charge for returns back in September 2023.

New Look began charging £1.99 to return online orders as part of a nationwide trial in February 2023.

Before that Boohoo also began the practise in July 2022, but it continues to offer free returns for its “premier” customers.

In May 2022, fashion chain Zara introduced a fee for those looking to bring back parcels, it now charges £1.95 for the service.

Next gives customers 14 days to return their orders, but still charges £2.50 to take them back.

A host of retailers including Mountain Warehouse, THG and Moss Bros have also added a charge for shoppers to return items bought online.

Companies have started to charge for returns as the costs of shipping have risen.

The cost of processing is also higher.

Retailers with stores can make it easier for consumers to return goods for free as they can be dropped off in a store, which saves the shipping charges.

SAVE WHEN ONLINE SHOPPING

WHILE it may not always be sale season, there are loads of ways to save on your clothes shopping.

Find secret sales – sometimes you’ll find there aren’t many sales going on when you enter your favourite retailer, but that’s because they’re probably shifted online.

You can also try price matching to make sure you’re getting a great deal, and sometimes that uncovers a hidden deal.

Always keep a look out for voucher codes and coupons too – they can also save you up to 25% off or even half price in certain stores.

You can find great sales and promotions with our checker.

You can also use cashback schemes which will, quite literally, pay you to shop.

The likes of Top Cashback and Quidco are great for that – if you want to buy something, rather than directly visiting the retailer’s website, you click the company via a cashback site, such as the two listed above, and you get paid for it. 

And remember to never pay for postage and packaging if you can help it – a lot of retailers offer free shipping once you spend a specific amount.

Or if there’s going to be an extra shipping cost, decide whether you can go and pick your order up from a nearby store.

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