🛍️ New Returns Policy
Oh Polly, a UK-based fashion retailer, has rolled out a new returns policy to address the issue of frequent returns. As of last week, customers will be charged based on their return rate. If a customer returns up to 50% of their order, they will incur a fee of £2.99. For returns exceeding 90%, the fee increases to £8.99. Previously, the retailer had a flat return fee of £2.99 for all returns.
📊 First-Time Returns Free
In an effort to remain fair and attract new customers, Oh Polly offers the first return for free to new customers. Subsequent returns will be charged according to the new tiered system. This policy aims to keep overall pricing fair by adjusting costs for those with high return rates rather than increasing prices for all customers.
👗 Tackling Wardrobing
The new policy is also a strategy to combat wardrobing—a growing trend where customers order multiple items to try at home, or wear clothes once with tags still attached before returning them. Retail payment specialists, Dojo, highlight that wardrobing significantly increases costs for retailers, necessitating such measures.
📧 Customer Communication
Oh Polly communicated the policy change through an email to its customers, emphasizing the importance of fairness and cost management. The email stated, “We really value each and every one of our customers, and one of the ways we keep pricing down is by being fair to all. Customers with high return rates increase the cost of the business, and we can either alter prices collectively for all, or only for those who fall into the high returner category.”
What do you think of Oh Polly's new returns policy?
