River Island introduces £2 charge for online returns, angering customers


Customers express frustration

River Island has faced backlash from customers after implementing a £2 charge for returning items ordered online. Some shoppers have expressed frustration over the new policy, with some even vowing to take their business elsewhere.

Retailers adapting to online shopping trends

Other major retailers such as Debenhams, Zara, H&M, and New Look have also made similar changes to their return policies in response to the growing trend of online shopping. Retail analyst Charles Allen suggests that the economic cost of remote shopping may lead to more charges for consumers in the future.

Return guidelines and charges

River Island stipulates that items must be returned within 28 days of delivery, clean, unworn, and with tags still attached. The £2 return charge will be deducted from the refunded amount for UK orders placed on or after January 17, 2024. International returns will also incur charges through the return portal.

Response from other retailers

While River Island has implemented a return charge, retailers like Asos and Marks & Spencer continue to offer free returns to attract more customers. H&M, on the other hand, joined other brands in charging £1.99 per return last year.

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