H&M has implemented a new policy where customers will be charged £ 1.99 for returning orders, whether done in-store or online. However, this fee does not apply to H&M Members, who can still return items for free.
If customers have paid a delivery fee, it will only be refunded if every item from the H&M order is returned.
According to a statement, the adjustment to the returns policy was implemented during the summer.
Several other retailers, including Zara, Boohoo, Uniqlo, and Next, have already begun charging for returns on online orders. Analysts anticipate that more retailers will follow H&M’s lead in implementing such charges.
Retail expert Jonathan De Mello commented on this trend, stating that while companies appear to be introducing these changes discreetly, it is a sensible move economically. It discourages shoppers from bulk purchasing online products and then returning a significant portion of them, a practice that has posed challenges for companies.
Despite the potential for some customers to react negatively to this change, De Mello believes that most will understand the rationale behind it. He emphasised that the returns fee does not apply to faulty or incorrect items, provided customers mention this when returning their items, as stated on the H&M website.
Furthermore, De Mello noted that the exemption of H&M members from this fee aligns with the growing trend of loyalty programs in the retail industry.
