PrettyLittleThing introduces returns fee for shoppers

PLT previously offered free returns via couriers including Evri, Royal Mail and InPost.

The retailer will now charge £1.99 to return items in the UK, a new policy understood to have come into effect earlier this month.

The £1.99 fee will be deducted from the order total when returns are processed.

If customers use alternatives to PLT’s recommended portal, they will take responsibility for the cost of their chosen returns method.

It is understood that the fee will also impact PLT’s premier customers, who pay a flat fee of £9.99 for unlimited delivery for a year.

PLT declined to respond to a request from Retail Week for comment.

A spokesperson at retail payments solutions provider Dojo said it was no surprise that PLT had joined fellow fashion retailers Zara and H&M, who both charge for returns due to the expenses incurred for retailers.

They said: “High amounts of returns can prove very expensive for businesses so it’s no surprise that fast-fashion retailer PrettyLittleThing has discontinued their free returns policy.

“Buy now, pay later has contributed significantly to customers buying more than they usually would, to try different sizes and colours without any money leaving their bank account. This causes mass returns, costing brands money for the returns process. 

“PrettyLittleThing is the latest in a long line of brands to start charging for refunds and we will likely see more brands following suit.

“This is a move to help decrease the amount of unnecessary returns customers are making and to help offset the business costs incurred during the returns process.”

The news comes after pureplay retailer Oh Polly recently updated its returns policy, which now calculates the cost of returns based on customer return rates.