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H&M makes U-turn over online fee after shoppers threaten with boycott

H&M has made a U-turn on its decision to charge shoppers for returns after outcry from fans.

The high street retailer has backed down after it was revealed that free returns were being scrapped, sparking customer backlash.

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M&S has made a u-turn over its online order fee[/caption]

Fans were left fuming after information on the H&M website stated that there would be a £1.99 return fee per parcel to store or online.


One Twitter user said: “H&M is making heads spin with their new £1.99 return fee!

“Better think twice before hitting that refund button!”

Another angry shopper took to Facebook to say: “Well we all know the answer to this trickery……Shop elsewhere!!!”

While a third suggested boycotting the retailer, writing: “Stop shopping there. When their profits take a hit they will change their mind.”


But H&M has now said that its in-store returns will remain free for all customers, and it has updated its website to reflect this.

This means that if you bought something online, and decided to return it to a H&M store, you wouldn’t be charged for the return.

But the fee will remain in place for shoppers returning parcels bought online via courier, with the cost coming out of their refund.

You also won’t be charged the fee if the item they’re bringing back is faulty or incorrect.


Those who are H&M members, which is free sign up to, still get to return their hauls for free though.

An H&M spokesperson previously said: “On returns, we strive to help our customers to find the right size and fit from the outset, in order to reduce the returns rate.

“As we have communicated before, we started charging a fee for online returns in multiple markets some time ago.

“This system is currently in place in a selection of countries in Europe, including the UK since the beginning of this summer and the roll out is continuing to more markets.”


You can sign up to be an H&M member on the retailer’s website.

The move follows other big name retailers who have brought in similar changes over the past few years since online shopping orders surged in the pandemic.

New Look began charging £1.99 to return online orders as part of a nationwide trial in February.

Before that Boohoo also began the practise in July last year, while continuing to offer free returns for its “premier” customers.


In May 2022, fashion chain Zara also brought a fee for those looking to bring back parcels, it now charges £1.95 for the service.

Next gives customers 14 days to return their orders, but still charges £2.50 to take them back.

A host of retailers including Mountain Warehouse, THG and Moss Bros have also added a charge for shoppers to return items bought online.

Online returns are an expensive business according to experts, and since the pandemic the number of shopping hauls returned for refunds have skyrocketed.


Other ways to save on your online shop

While it may not always be sale season, there are loads of ways to save on your clothes shopping.

Find secret sales – sometimes you’ll find there aren’t many sales going on when you enter your favourite retailer, but that’s because they’re probably shifted online.

You can also try price matching to make sure you’re getting a great deal, and sometimes that uncovers a hidden deal.

Always keep a look out for voucher codes and coupons too – they can also save you up to 25% off or even half price in certain stores.


You can find great sales and promotions with our checker.

You can also use cashback schemes which will, quite literally, pay you to shop.

The likes of Top Cashback and Quidco are great for that – if you want to buy something, rather than directly visiting the retailer’s website, you click the company via a cashback site, such as the two listed above, and you get paid for it. 

And remember to never pay for postage and packaging if you can help it – a lot of retailers offer free shipping once you spend a specific amount.


Or if there’s going to be an extra shipping cost, decide whether you can go and pick your order up from a nearby store.

Meanwhile, we’ve rounded up the full list of retailers which charge for returns.

Plus, Depop is making a big change to payments within weeks and fans are really not impressed.

Do you have a money problem that needs sorting? Get in touch by emailing money-sm@news.co.uk.


You can also join our new Sun Money Facebook group to share stories and tips and engage with the consumer team and other group members.

September 21, 2023 at 08:52PM

from The Sun

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