ZARA has made a huge change to its online return policy which means customers now face extra costs.
The fashion giant started charging customers to return products bought online since the start of this month, according to The Industry.Fashion.
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Shoppers are being charged £1.95 to send back items, with the fee deducted from their refund.
Purchases made in store can still be returned to shops for free if they are in the same region.
The company’s move to charge for online returns is likely to be watched closely by other fashion retailers, especially those facing high return rates.
Boohoo said earlier this month that more customers are returning items compared to before the pandemic and its profits have suffered due to soaring return rates.
According to returns specialist ReBound, one in three fashion items bought online are sent back, which is around double the rate for goods bought in store.
Zara’s latest decision to charge customers for returns was met with anger on social media with some saying they will never shop at the company again.
One posted on Twitter: “Zara charging for postal returns they’re dead to me!”
“It’s shockingly immoral that, considering the amount of online purchases I and many others make, returns are not (free), ” another said.
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A third one added: “Zara charging for returns is so insane, especially since they know how crazy their return lines are in store.”\
Zara has been approached for comment.
More on the fashion retailer – one ex-Zara employee shared five tricks on where to find the best sale items.
Meanwhile, a Zara fan explains a secret code on clothes which means you’ll get the right size every time.
Plus, if you are looking to get returned items for cheap, here’s where you can buy liquidation return pallets.
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