Fashion retailer calls ‘absolute joke’ about new online rate
RIVER Island has angered customers by introducing a £2 surcharge for returning items ordered online.
The move comes amid fears that consumers are abusing free returns by ordering items, wearing them briefly and then returning them unfit for resale.
The charges will be deducted from the total refund amount after the customer has returned the items.
Angry customers have spoken out against the change and even vowed not to shop there again.
One said on the Trustpilot website: “Absolute joke that you are now charging £2 to send something back to you via us!
“Is it really worth losing customers who want to buy from you by charging a £2 return fee if something just isn’t right for them?
“In these times when everything is so pricey, as a large company you certainly cannot pass on unnecessary costs out of loyalty to your customers. What a joke!”
Another disgruntled woman complained about the charge after receiving pants that didn’t fit.
She said on the same site: “I’m not happy that you’re now deducting £2 for returns and I know you can get free returns in store but that’s just a pain.
“I will definitely reconsider my order now, as orders cannot be fulfilled correctly or sizes are scattered all over the place. It’s disgusting to charge for returns.”
And on X a woman from Northern Ireland said: “@riviereiland Now charge for returns?! What’s next?? Anything to get extra money!!”
Other major retailers, including Debenhams, Zara, H&M and New Look, have made similar changes in recent years as online shopping has become more popular.
Charles Allen, a Bloomberg Intelligence retail analyst, said: “There is an assumption, encouraged by some digital-only retailers, that online retail is somehow cheaper than in-store retail.
“That was never really the case and it is certainly not the case now. Online retailing requires fairly extensive capital investments in warehouses, especially with automation, and also uses labor for delivery (and pickup), work done by the customer when items are purchased in-store.
“The low margins of online retailers are unlikely to be sustainable, so it is likely that consumers will have to pay the economic costs of remote shopping.”
Other ways to save on your online store
WHILE it may not always be sales season, there are loads of ways to save on your clothing shopping.
Find Secret Sales – Sometimes you’ll notice that there aren’t many sales happening when you go into your favorite store, but that’s because they’re likely shifting online.
You can also try price matching to make sure you’re getting a good deal, and sometimes that will reveal a hidden deal.
Also always keep an eye on voucher codes and discount coupons – they can also save you up to 25% off or even half price in certain stores.
With our checker you can find great offers and promotions.
You can also take advantage of cashback schemes that literally pay you for shopping.
Top Cashback and Quidco are great for that: if you want to buy something, instead of going directly to the retailer’s website, you click on the company through a cashback site, like the two mentioned above, and get paid for it .
And remember never to pay for shipping and packaging if you can help it – many retailers offer free shipping once you spend a certain amount.
Or if you will be charged additional shipping costs, decide whether you can pick up your order at a store nearby.
River Island says items must be returned within 28 days of delivery and must be clean, unworn and with tags still attached.
An update posted to the website last month read: “For UK orders placed on or after January 17, 2024, returns processed to the warehouse through our returns portal will be charged £2 per return.
“These charges will be automatically deducted from your refund amount.”
“Returns to our stores remain free.
“International returns will be charged via the returns portal.”
The Sun approached River Island for comment.
Asos and Marks & Spencer are still offering free returns in a bid to attract more customers.
Meanwhile, H&M followed in the footsteps of the likes of Boohoo, Zara and New Look last year by charging £1.99 per return.