Online retailer Oh Polly has introduced a new returns policy as it looks to clamp down on “repeat refunders”.
The fashion brand informed customers last week that the new policy will calculate the cost of returns based on their return rates, Fashion United reported.
If a customer returned up to 50% of their order, they will be charged £2.99 to send it back or if they wanted to return more than 90%, they will be charged £8.99.
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Oh Polly previously had a flat fee of £2.99 for all returns.
The retailer said that new customers will receive their first return for free before being charged on their returns rate for subsequent orders.
Oh Polly said in an email sent to customers: “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.”
Retail payment specialists Dojo suggested the move could be introduced to tackle the rise in wardrobing, where consumers make big orders of clothes to try on, or wear clothes once keeping the tags in, only to return them after.
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