Oh Polly unveils new returns policy in bid to crack down on ‘repeat refunders’

Oh Polly contacted customers last week to inform them about the new policy which calculates the cost of returns based on customer return rates. The greater the amount of an order returned, the higher the return fee. 

So, if a customer returns up to 50% of an order, they will be charged £2.99 for the return – up to £8.99 for returns of between 90% and 100% of an order.

Previously, Oh Polly charged a flat returns fee of £2.99.

New Oh Polly shoppers will receive their first return for free after which the cost will be calculated based on their rate of returns moving forward.

Customers in the UK will have 21 days to return their order for a refund or exchange, or 30 days for refunds in the form of store credit.

In an email sent to customers, Oh Polly said: “We’d like to inform you of an important update to our returns policy.

“We really value each and every one of our customers, and one of the ways we keep pricing down is by being fair to all.

“Customers with high return rates increase the cost of the business, and we can either alter prices collectively for all, or only for those who fall into the high returner category.”

The new policy was applied to orders placed on or after 13 May 2024.

Retail Week has approached Oh Polly for a comment.

A spokesperson at retail payments solutions provider Dojo said the move could be an attempt to “mitigate the phenomenon of serial refunding and wardrobing”.

They added that the move will aim to stop shoppers who buy clothes for social media try-on hauls or wear once and then return.