H&M make U-turn over decision to charge nearly all customers £1.99 for returns

H&M has revealed it won't be charging customers a fee for returning online purchases in store.

Earlier this week, the fast-fashion brand introduced a new £1.99 charge for customers who want to return items they bought online.

The cost was reported as being charged to customers who returned items both online and in-store, with a spokesperson telling the BBC the charge was introduced in summer.

However, H&M has since updated its website to reassure the fee won't apply for returns made in-store.

H&M's return page on its website previously read: "There is a £1.99 return fee per return parcel to store or online for non-members which will be deducted from your refund."

However, a spokesperson for the company now claims the information on the website was 'inaccurate,' as per the BBC.

Indeed, the information has since been updated to reflect the £1.99 charge only applies to customers who choose to return their purchases online.

H&M

The company's website now reads: "For non-members, there is a £1.99 return fee per return parcel when returning online orders to our warehouse. This will be deducted from your refund.

"You will not be charged the fee if an item is determined to be faulty or incorrect so please make sure to note that information when registering your return.

"Please note that if you paid a delivery fee, this will only be refunded if you return all items from the original order.

"Online returns in store are always free of charge, there will be no return fee for any parcels returned in store."

Tim Boyle/Getty

Retail expert Jonathan de Mello previously told the BBC he thought it was 'understandable' H&M had introduced the charge due to the 'expensive' nature of processing returns.

It would also make customers more aware of their purchasing habits and what environmental impact sending and returning items has.

However, since H&M u-turned on its decision to charge those returning items in-store, de Mello told the BBC: "Whether it was a genuine mistake or H&M bowed to pressure and changed their minds is hard to tell.

"But they've done the right thing.

Getty Images/ Richard Baker/ In Pictures

"Other retailers such as Zara and Next allow free in-store returns of online purchases, so it makes sense for H&M to do the same."

A spokesperson for H&M told Tyla: "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 rollout is continuing to more markets."

Topics: Fashion, UK News, Money

Poppy Bilderbeck

Poppy Bilderbeck is a Senior Journalist at LADbible Group. She graduated from The University of Manchester in 2021 with a First in English Literature and Drama, where alongside her studies she was Editor-in-Chief of The Tab Manchester. Poppy is most comfortable when chatting about all things mental health, is proving a drama degree is far from useless by watching and reviewing as many TV shows and films as possible and is such a crisp fanatic the office has been forced to release them in batches.