Shopping for clothes online is a risky business. How do you know if that top will be a good fit, or those shoes will definitely be the right colour? One popular solution to this predicament is to order lots of tops and lots of shoes, try them on at home, and send back all the ones you don’t want – often at no cost.
But that tactic can be expensive for the fashion retailer, which needs to pay for all those deliveries and returns. And now Asos, which sends millions of shipments every month, has started banning some customers for over-returning items – prompting something of a backlash.
The response by the retail giant, which says it wants to maintain a “commitment to offering free returns to all customers across all core markets”, also raises questions about the sustainability of the online fashion business model which Asos helped to create.
Many online retailers rely on the emotional highs of shopping. The excitement of placing an order, the anticipation of delivery, and the dopamine hit of unpacking a purchase is central to its popular customer experience.
Online shopping generally has thrived on impulsive buying, with the option of returning items treated as a normal part of the process. Of course, even in the days before online shopping there would be customers who routinely returned items.
But by digitising and simplifying the process, the likes of Asos have helped this to happen on a massive scale. Shoppers have become completely used to ordering multiple sizes or styles with the express intention of returning most of the items they receive. Their homes effectively become fitting rooms.
And those customers could reasonably argue that online retailers often use digital strategies which encourage multi-item purchases.
Some sites remind shoppers of recently viewed products and provide suggestions of similar items, for example. There may be are prompts and nudges towards clothes which are frequently bought together.
Items are then sometimes temporarily reserved in a shopper’s basket for 60 minutes, creating a sense of urgency. Targeted emails and limited time offers drive bulging shopping baskets, encouraging more risk purchases and returns.
Yet returned items carry a significant cost. They may be unfit for resale and ultimately disposed of, which beyond the financial burden, has an environmental price.
In addition to creating landfill, each delivery and return has a carbon footprint. And although many younger consumers express support for sustainable practices, their buying behaviour continues to prioritise price and convenience.
But free returns have become part of the online fashion industry landscape. Research suggests that customers are simply more likely to buy something if returns are free.
And today’s tricky financial climate, marked by inflation and rising living costs will surely have made consumers even more cautious. Many will be reluctant to buy items that incur delivery and return costs.
