Will fees for on-line returns affect the way you shop? - YouLookFab Forum

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Will fees for on-line returns affect the way you shop?

Runcarla

Veteran

The news has been full of articles about extant, and pending changes to returns policies. Specifically fees charged to defray costs associated with parcel management and restocking of items. Will this impact your (online) shopping habits?

General

29 replies

Latest reply was from Barbara Diane

Suz

(website)

Veteran

It affects my approach now; I tend to order less often from places that charge for returns, unless I am very, very confident about the fit and suitability of the item. Which is difficult-- considering the inconsistency of sizing.

If I lived in a larger metropolitan centre and the B&M version of the store accepted in - person returns (with a generous enough window) then it might not bother me; I'd just take stuff back in person. (I do that sometimes now, where it is possible for me.)

Ultimately, though, I do understand there are costs involved, and I might be willing to accept that and pay something for the privilege of wider choice. I'd be more willing, however, if the manufacturer gave very good measurements of the garment and also had good customer service on the front end -- someone to answer any questions before I ordered.

For now, I am much more likely to order and keep items from retailers that offer free delivery of orders over a certain threshold and free returns. But if I can't get free returns and I really think the item is what I want, then I will order anyway. I just ordered a few things from Marks and Spencer, in fact -- and they charge for returns.

Kate

Veteran

Yes. I have a limited number of online merchants I shop from anyway, but of that group, Uniqlo no longer accepts in person returns of online orders. You have to mail them back and the charge is $7. So I'm very picky now about what I order from them. The items I tend to refresh—thin Heat Tech turtlenecks, Uniqlo U tees, Airism camis, and merino sweaters—I know my size. Other than that, I will wait until I go to a large Uniqlo store where I can try on items that may have piqued my interest. COS is still free over a certain amount, which I always hit, and Aritzia, I know my size in the things that interest me, and don't stray into uncharted waters. For other merchants, if there is a store relatively close where I can return online orders free in-store, I will consider ordering. I'm happy to walk anywhere, but if I have to take the metro to return an item to a store, I know I won't do it. At least in a timely fashion!

Bijou

Veteran

In Australia, where getting sent items great distance is the norm, we generally pay for postage (to and from the retailer). Those costs, impact my purchasing decisions and mean that I generally buy in store.

rachylou

Veteran

It would depend on the shipping v item cost to me. But the pain of returns already stays my hand, and it’s not all about cost for me either. I had to walk down the block to do a return for work today, and I resented it to be honest. It gets to me.

Jenni NZ

Veteran

In NZ it is similar to Australia as Bijou says. It puts me off buying online. One of my favourite sites is Australian though ( Styletread, shoes of course) but I generally know my size and am extremely careful which shoes I order- try to be PPP *before* buying. Shipping is free over a certain value and returns are free.
On the whole, apart from shoes, I find plenty of choice in B&M and prefer that.

kkards

Veteran

I’m not sure. Overall, even before the talk of additional charges, I prefer to buy from retailers I can return in store. But i also am a realist and know that for me on line shopping is going to become more and more important as I’m a fringe size in both apparel & footwear.

RobinF

Veteran

I always have shipping charges in mind when I order. I am hard to fit so it is always a gamble whether items will work out for me and I really hate shipping charges. I much prefer if I can return in store. While that is also a hassle I am more likely to take the risk in ordering when I can return for free.

unfrumped

Veteran

I don’t like shipping charges and not just the wallet pain. It makes me feel more guilty. When I can look at it as just a small fee for “ shopping “, as if I made a shopping trip and bought a soda or snack, it is more tolerable.
What is more important ( as long as return charge is not crazy like $15) is that the return PROCESS is easy and I feel confident it will be done & credited properly.
For example, Uniqlo does charge as, noted above. But I can return items from more than one order in same return as long as they’re labeled with separate return slips. I don’t have a printer at home so I have to get the slip printed another way. That’s an extra step I don’t like.
But, for Nordstrom returns they’re using Label Broker which is pretty convenient.
When shipping charges for delivery goes up or increases the minimum, I don’t like how I’m tempted to over- order for sizes or other items to get the free ship, because of credit card churn and it increases the likelihood that I WILL have to return something.
I do wish we had not lost so many clothing stores here with not much new arriving. It was not uncommon for me to pay full price because a) I’m impatient and b) I would have assessed the item in- store for exact fit, pattern match, buttons, threads etc, and then some might have had shipping charge for that price item.

Stagiaire Fash

Veteran

I’m already planning to change online shopping habits when I move to the US. In Europe, you have 2 weeks to return things, including things bought on close-out online. I currently have a couple clearance items on their way to me from Yoox, more than I plan to keep. I won’t do that once I’m back in the USA. I will pass by two Nordstrom Racks and an outlet mall whenever I visit my parents and expect to stop regularly.

LJP

Veteran

I hadn't heard this - and yes, it will impact who I order from if these changes are made.

Joy

Veteran

Yes. I seldom shop on line anyway. Too many returns. I will shop online if I am sure of my size and the color. I ordered a huge box of red shoes and returned them all for being the wrong shade of red.

slim cat

Veteran

Haven't seen this - only the Nordstrom Rack change on shipping to the stores for a pick up ( used to be $29 to qualify for free shipping and a store pick up - now it's $89 - the same as regular shipping to home ).

JAileen

Veteran

Yes, it will affect my shopping. I had ordered a cotton jacket recently and I believe its size was mismarked. I had to return it and it cost $18. Now, I won’t buy from them unless it’s something I’ve bought before, like a particular style of shoes.

Helena

Veteran

Yep definitely - unless it's a retailer where I'm completely confident that their sizing is consistent and true, then forget it - and even then, it will be 'proceed with caution'.

On a plus side, maybe this will force retailers to be better with their sizing??

Laurie

Veteran

100% will impact my online purchasing. I tolerate the fee policy of Rack and Eddie Bauer because I have access to those B&M stores, and the rest of my usual venues have free returns.
It's probably a good thing, to be honest. Way too easy to order online nowadays. It will make me think much harder about whether to buy at all.

JP

Veteran

Yes, definitely will impact...
Basically what Suz said.

Sal

Veteran

Yes and no. I don’t pay restocking fees currently but do pay postage often both ways.

My son is currently doing an internship where he is trying to reduce online returns for a sustainable clothing manufacturer.

I do shop online but mostly for shoes where I am a standard size and there aren’t complications. I don’t often try denim or trousers online and if I had to pay to return k certainly would be wary.

Elle

Veteran

Definitely. I avoid return charges unless I'm just replacing something. It's so frustrating to order, even from a known retailer, and find that the sizing has changed or is inconsistent. Adding in a return cost just adds to the overall pain of returns. I stopped ordering from Uniqlo altogether because they don't allow in-store returns for online orders. I understand that there are costs to online returns and would accept paying them if there was more information about actual garment measurements and fabric composition.

Angie

(website)

Fashion Stylist

Yes and no

I try to purchase from retailers that ship for free. First prize! That's why I am loyal to certain retailers. I like to accumulate points with them to keep my status which has many added benefits.

I try to return to stores in person when I can - but that can mean getting into the car, driving with I loathe, paying for parking, sitting in traffic, and wasting time when I can simply drop off at the post depot and pay $7 for return shipping which is a fast 3 minute walk up the road. It's cheaper to do that anyway!

I have no problem paying for restocking fees from retailers who I normally have great success with when they charge them (which they don't always do) - like Boden, COS, M&S, Ralph Lauren, Elie Tahari. My return rates with these retailers is very low, which helps!

I will never ever EVER buy anything from 6pm. com again. They wanted to charge me $131 to ship back boots.

I am reluctant to order from retailers whose items are not a slam-dunk and charge $25 to ship both ways - like Me + Em, and TRR. If you do that often you are out hundreds of dollars before you know it!

LaPed

Veteran

It already has impacted my shopping, for sure. I shop almost entirely online and prioritize retailers with generous return windows, free shipping both ways, and the option to return online orders in person when possible. I would rather pay full price for an item with the knowledge that I can return it for free than buy a discounted version and gamble on return shipping and restocking fees. When retailers decide not to offer free returns, it's because they know it will boost their sales by encouraging us to keep things we wouldn't otherwise. What really galls me is when direct-to-consumer brands with no brick-and-mortar presence decide they can't afford to offer free returns. Build it into your pricing and charge a little more; I'm not interested in paying for the privilege of simply trying on your wares, sorry!

Online secondhand is a whole different story. I'm always prepared to re-list my thrift fails and try not to pay more than I think I'll be able to resell them for myself. Likewise, there are a few small artisan brands I'll buy from that don't offer returns at all, or are overseas so return shipping would be prohibitive. The online resale market for these niche brands is active enough that I'm okay with taking a risk every once in a while, knowing I can resell or trade things that don't work out.

phoebe

As I often order more than one size of an item, any return shipping cost is a turn off. There's something especially annoying about the concept of the "restocking" fee, and I have avoided it so far.

ophelia

Veteran

Wow Angie thanks for the heads-up on 6PM! That crosses them off my list! I wasn’t thrilled w/ the 30 day return policy anyway; I need more time than that!

cjh

(website)

Veteran

Definitely. I don’t order if I can’t return in store, or have to pay postage to return. I realize the cost is figured in to the price of everything, but it just gets under my skin. So I won’t order something if there’s a price to return it.

Echo

Veteran

Yes, it would definitely affect the retailers I frequent online, as there are few retail stores near me, so I shop almost exclusively online. If there are greater fees associated, I will likely order less frequently.
As Angie, said, there is something to be said for a flat $7 restocking fee, and the ease of stopping at the post office, but when things start to go over $10, it makes me reconsider the order. Indeed, I often check the return policies when shopping and then try to find the same item from a place that offers free shipping and free returns.

If stores want to make the online portion of their businesses successful, they need to make it as easy and as seamless as in-store shopping. I'd actually rather have the costs "hidden" in the price of the merchandise and not pay a separate return fee.

Jaime

(website)

Veteran

I have a bit of an outlier point of view. Free delivery and returns is not something I am "used to" and I don't expect it. Although I do believe that ordering multiple sizes does make sense, and do think there is very possibly an overall efficiency in shipping directly to consumers rather than overstocking and ineffectively stocking stores, I also see how free shipping and returns encourages over-ordering. I am also, given my location, accustomed to building shipping costs into my assessment of the cost of the goods (I am referring to non-clothing items primarily, but the logic is the same). And finally, like LaPed, I consider the likely resale value of a second hand purchase when I make it.
So, in short, I will lump all the fees and potential costs of getting something into my hands when I order it, and not mind whether it is called shipping, restocking, or price per se.

Staysfit

Veteran

Since there are so few brick and mortar options in my community almost everything I purchase is from online retail. I am definitely more cautious now than in the past about making purchases and already think twice before placing an order regardless of restocking fees. I do not think this will alter my current shopping habits.

Janet

(website)

Veteran

I tend to only order from online retailers who accept free in-store returns OR I check the return policy carefully first. It limits my sources but it’s just too much of an expensive crap shoot otherwise. I don’t mind an occasional small return shipping fee if it’s a unique item, but not as a general practice, and certainly not for a supplier of basics like Uniqlo or such.

Pat_P

My frustration with paying for returns is that retail stores seem to carry less and less, with the recommendation that you order online. (Sadly I hear this a lot at my closest Nordstrom, which is 90 minutes away - that they are one of the smaller stores and I would need to go even further for a better selection.)
Ordering online, I usually want to order multiple sizes or styles to assess fit, which guarantees returns.

Barbara Diane

Veteran

I order online and return in person. I try to check out items in person before placing an order so at least I know that I like the color and material. That significantly reduces my returns. I hope charges aren’t added by the companies I frequent as I already avoid companies with fees.