Online fashion giant ASOS is rolling out a significant change to its returns policy, introducing a new fee that will affect a portion of its customer base. The updated policy comes into effect from Tuesday, January 6, 2026.
How the New ASOS Return Fee Works
The retailer is introducing a £3.95 returns fee for certain orders. However, the charge will not apply universally. Customers will be exempt from the fee if the total value of the items they are returning from a single order is less than £40.
ASOS provides a clear example: in an order worth £100 containing a £30 t-shirt and £70 jeans, returning just the t-shirt would be free. A £3.95 fee would apply if the customer returns the jeans, or both items.
Furthermore, the company is offering an exemption for shoppers with a high historical return rate. Customers whose past returns exceed 70% of their total order value will not face the £3.95 fee when returning under £40 worth of items from an order.
A Move Towards Sustainable Shopping
ASOS states the policy shift is designed to offer greater flexibility for frequent returners who keep the majority of their purchases. The move is also framed as part of a commitment to maintaining free returns sustainably across its core markets.
Ben Blake, Executive Vice-President of Customer and Commercial at ASOS, explained the rationale. "We’re committed to keeping free returns available for all customers in all core markets, while ensuring we do so sustainably," he said. "To support this, we’re helping customers make informed choices by showing their return rate."
Tracking Your Returns and Key Policy Details
Shoppers will now be able to view their personal return rate directly within the ASOS app. The app will also provide tips aimed at helping users make more considered purchasing decisions. The retailer confirmed that customers who successfully improve their return rate will see the fees removed.
The standard returns window remains unchanged. Customers have 28 days from the day of delivery (or from when an order is ready for collection) to send an item back for a refund.
ASOS also notes that if you paid for delivery and return your entire order within 14 days, in line with its Original Condition and Fair Use policy, the standard delivery cost will also be refunded. The company aims to process refunds within 14 days of receiving the returned goods.
