H&M will charge customers for online returns in the UK

September 26, 2023 by
Frank Calviño

H&M will charge customers for online returns in the UK starting in September. The Swedish company will begin charging £1.99 (€2.29) for returns on online orders in the UK. In-store returns and delivery points will continue to be free of charge.

According to company sources told Modaes, "the pilot project aims to test the operational feasibility and market acceptance of new models for returning its products online, in line with the company's sustainability strategy and changes in the sector".

Thus, after implementing this measure in the United Kingdom, the same sources have expressed that "the initiative will be evaluated soon to analyze the possibility of introducing new charges for returns in other countries in the coming months". 

On its UK website, the group details that no charge will be applied for defective or incorrect items. Returns will also be accessible for members.

H&M charging for online returns started last year globally 

In September last year, H&M rolled out this measure in several markets on a trial basis, albeit exclusively to online returns. Earlier this year, Inditex also announced that Zara would start charging for online returns in Spain, joining other countries where the Galician group's flagship brand had already begun implementing this measure, including all European markets. Other companies, such as El Corte Inglés, Mango Outlet or Shein, were already charging for online returns.

Similarly, Asos currently charges €1.95 for orders that are returned more than 14 days from the date received. 

If the item is returned before that period, the return is free of charge. On its side, Zalando set a minimum order of 24.90 euros for free shipping. If it is less, the shipping amount is 2.90 euros. Regarding the return policy, the German marketplace allows free returns within 100 days of purchase.

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