H&M scraps online returns fee in store after backlash
H&M has reversed its decision to charge customers £1.99 for returning online purchases in store, following criticism from shoppers and consumer groups.
The Swedish fashion giant had introduced the fee in the summer, claiming it was part of its sustainability efforts to reduce waste and emissions. The fee also applied to online returns via courier or post, but not to H&M members who could still return items for free.
However, the move sparked outrage among customers, who accused H&M of penalising them for trying on clothes at home during the pandemic, when fitting rooms were closed or limited. Many also pointed out that returning items in store was more environmentally friendly than sending them back by mail.
Consumer groups also slammed H&M for violating the Consumer Contracts Regulations, which state that customers have the right to cancel and return online orders within 14 days without paying any fees. They argued that H&M was effectively charging customers for exercising their legal rights.
Following the backlash, H&M announced on Monday that it had scrapped the fee for online returns in store, and that it would refund any customers who had paid it since July. The fee will still apply to online returns via courier or post, unless customers are H&M members.
An H&M spokesperson said in a statement: “We are always listening to our customers and have decided to remove the £1.99 charge for returning online orders in our stores. We want to offer our customers a great shopping experience both online and offline, and we hope this will make it even easier for them to shop with us.”
The spokesperson added that H&M was committed to becoming more sustainable and circular, and that it encouraged customers to only buy what they love and need, and to reuse or recycle unwanted items.
H&M is not the only retailer that has introduced return fees for online purchases. Rivals such as Zara, Boohoo, and Asos have also implemented similar policies, citing environmental and cost reasons. However, some experts have questioned the effectiveness of such measures, as they may deter customers from shopping online or damage their loyalty and trust.