Charging for returns?

[thebellagio]

I've just seen that H&M are the latest company to charge for online returns

Am I the only one who's really pissed off by this?

The logical part of me does understand why they are doing it. But the emotional side of me is pissed off. I live in a small town - literally all the shops on the high street have closed (there's no saving it, it's dead). The ONLY clothes shops we have now are Primark and M&S - i'm in the middle, where I don't want to buy my clothes from Primark, I'm too old for that. But equally I just can't buy my clothes from the same place as my 70yo mum. I really cant do it!

I used to love places like DP - but they are also charging for returns. But our dotty P shut down, so there's no going into town to try things on, see if I like them. The nearest shopping centre is over an hour away, so i'm literally reliant on online shopping. But I'm a funny size - I'm in between sizes, and I'm quite short so without trying things on I literally don't know how different makes/brands will fit

But charging for returns just makes me not want to buy anything at all. So I end up relying on friggin ASDA for clothes

The cost of returns definitely is no longer included in the cost of the item. To remain competitive we sell at the lowest possible margin - seriously it's less than 10%. There is no way we can absorb returns.

Online retailers are being hit just as hard by the COL crisis. Logistics, shipping, utilities, wages, packaging, raw materials have all gone through the roof. There is only so much we can pass on to the customer before we are no longer competitive / out of business.

@Possimpible Oh I know it's not the end of the world, but driving into my nearest town is enough to be a pain in the arse. If I can avoid it, I will! Mainly because to get to where I need to go it's a notorious traffic gridlock spot, so some days it takes 15 mins, other days it can take 40 mins!

Its a hazard of living in the sticks haha

You are being charged. Retailers cover the cost one way or another.

But shops aren’t covered by the Distance Selling Regulations. You have the right to change your mind if you buy online.

Of course you can change your mind. But you would be required, in our store to cover the cost of the postage and facilitate the return.

Our terms and conditions are clear.

The alternative is another small business gone bust and 15 people out of a job.

People want the cheapest price. It is the way of things.

Okay but being realistic here... if I was going to the shops (no longer an option because our 'local' city that is an hour away has closed down the vast majority of decent shops) then I would definitely try on a lot of different bikinis or tops etc. Some won't suit me, some will be too big or too small. Surely doing one big order and delivery is better than loads of small ones?

I'm very relieved to see up thread that H&M won't be charging members as otherwise I'd stop shopping with them. I buy a lot from them.

I do a few big orders a year (maybe 10 items). My last one I returned half... this one I've kept everything bar one item.

It's not that I'm taking the piss, I'd rather not return anything and spend a lot of time choosing items. But sizing is luck of the draw and quality varies considerably and after that perhaps it just doesn't suit me or hang right.

If they want us all to be online only then this is the trade off!

Yes we know retailers are struggling but so are many of their customers. If a garment doesn't turn out to be quite how it looked on a screen, under studio lights, on a 6 foot model and with all the inside workings out of view, then that, as far as I'm concerned is the retailer's responsibility.

Yeah but when you drive an hour to actually go into a shop these days, you’ll find there’s nothing there you like and/or they haven’t got your size.

I also believe you should be refunded delivery costs which is why returns were free. They solved this problem.

But now they are charging you should get your delivery cost back. You will have to ask, but they should refund it.

But you would have to refund the delivery cost.

I did notice that when Khloe Kardashian launched her jeans brand in the UK, her site had an option where you could choose the model size - so if you wanted tall/lean you those pictures would automatically show up. But if you wanted small/dumpy (not those actual words) those photos would appear

I actually really like that as a concept - it makes the photos feel more realistic and as a buyer I could resonate with people that look like me.

Ultimately, if retailers want to charge returns then my point still stands. They need to sort out sizing and set expectations so you're more likely to know that a) it will fit and b) it will be a suitable quality that I expect.

We all have a responsibility.

My store is a social enterprise, we donate 50% of our net profit to charity (about 1% of the transaction value).

We are a BCORP and have undergone rigorous assessment of all of our ESG metrics. Our supply chain is vetted accordingly.

My advice is to shop local - yes this is possible. Buy your products from smaller local retailers. Work out which clothing suits your shape and use a few regular options you can trust.

There is no way retailers are going to absorb unlimited returns forever. It's going the the way of the dodo.

Fitting rooms in the living room are a luxury and it is very unfair that retailers should have to wear the cost.

@PuppyMonkey If you plan a "big" visit to a local town you could always buy online and have your items delivered to the shop - then try on there and immediately return what doesn't fit. I do that sometimes even though I live in London.

I grew up rurally (and proper rural, not UK rural) and we would do 2 shopping trips a year to the "big" city for school clothes etc. I think the problem is now that a lot of shopping arises from want rather than need (and I'm not judging because I do the same -sometimes something catches my eye online and I just HAVE to have it). Very rarely is anyone in such a desperate need of clothing that they can't wait a week/ month/two months until they can organise a shopping trip to a big city to try stuff on. No one needs to have clothes delivered to their doorstep every few weeks.

I agree. Fast fashion has a lot to answer for.

Child labour
Poor raw material selection
Poor working conditions
Poor quality in a lot of instances
Predatory advertising
False advertising

Cheapest cheapest cheapest. There is always a price.

I think the quality of clothes production has massively nose dived, at every end of the market. In a shop I can visibly see and feel the quality of the fabrics, colours and internal stitching, but that’s not possible online.

I order multiple options because I know at least 50% won’t be good enough quality or sizing.

I think positive steps online fashion retailers could take would be better descriptions and more pictures, and more models. show me the dress on a 5ft petite model, size 16 model, tall etc. videos of the garments that don’t involve 20 clips holding the dress in, to the point of distorting the reality of what it is you’re selling me.

My advice is to shop local - yes this is possible. Buy your products from smaller local retailers. Work out which clothing suits your shape and use a few regular options you can trust.

You work in retailing, you presumably know what's happened to high streets up and down the land - and particularly to small businesses - this last few years and your advice is to shop locally, use smaller retailers and select a few we can trust?

I think this conversation is over. Have a lovely day.

I'm not usually a poster girl for M&S, but this thread has reminded me that they do have a good business model for online orders which makes great use of their network of stores: order online, using a credit card, select 'click and collect' delivery to have everything you have ordered delivered to a M&S store of your choice on a date of your choice. They hold the items for about a week.

Turn up, pick up try everything one and return anything you don't want on the spot for a refund back to your card. Genius.

I don't like it but I think it's necessary because of the environmental impact of fast fashion returns. Clothes are too cheap anyway, we all need to consume less.

I just noticed that New Look now charge £1.99 for returns - this must be new. Really annoying.

Yes I think that's a workable compromise solution for a chain store. To be fair to H&M I think they do the same. As do John Lewis although they have fewer branches now.

It is necessary from both an environmental perspective and to cover the costs but I think retailers themselves have a lot to answer for as well.

Firstly having a very limited range on the few high street stores which are remaining and not replacing sizes that sell out - everyone is directed to buy online. Secondly the lack of transparency around sizing - size 8 jeans in one style fit perfectly, try a different and they don't go past the hips. Using models with a specific body shape to show how an item looks - thankfully most of them now write how tall the model is which helps for dress lengths but still no way representative of a different body size/shape. This is the tip of the iceberg. Shopping online is a massive pain and many people would prefer to buy in store if it were an option.

Then they have the policies of spend £50 for free delivery with free returns. Well of course people will spend £50 and then return the extras.

I tend to shop with retailers that offer free returns to a local store, eg M&S can be returned to Foodhalls, John Lewis to local Waitrose or any other store which has better online range but I have one near me for the returns. Environmentally, it is better than a courier/post office but I would prefer to buy in person if shops actually facilitated this

I meant shop with local online retailers. A good and reputable store will publish its address so it's not hard to work out.

Are you usually so bloody rude. Sorry if the truth is a harsh one. We also have staff to pay and kids to feed.

Jesus wept the world is truly fucked. I honestly despair. The me.me.me. attitude that prevails is just bloody depressing.

You have a right to a refund for online goods, but the delivery charge only has to be refunded if the clothes are faulty - see Which

But this is from your link. It’s nothing to do with faulty. It’s to do with 14 days to change your mind.

They offered free postage and free returns to get you sucked into online ordering. The high street stores closed because everyone was buying online. Now we are forced into buying online as no shops left and forced into paying return costs as no alternative.