Oh Polly has announced its returns policy has been updated to fix a common problem in the retail industry known as "repeat refunders." This is when lots of stuff bought online is sent back. According to Invesp, at least 30% of all products ordered online are returned, as compared to 8.89% in brick-and-mortar stores.
Starting on May 13, 2024, Oh Polly's new rule introduces variable return charges. These charges go up if you send more stuff back. The aim is to prevent people from buying things, using them once, and then returning them.
Key Takeaways:
- Oh Polly has introduced a new returns policy to combat "repeat refunders" and excessive returns.
- The policy features tiered return fees based on a customer's return rate, with higher fees for those who return a larger portion of their order.
- The move aims to discourage "wardrobing" – buying clothes, wearing them once, and then returning them.
- Oh Polly's updated policy is part of a growing trend among online fashion retailers to create a more sustainable and equitable shopping experience.
Oh Polly's Updated Returns Policy
Oh Polly now charges different return fees. This change targets those who return a lot. The goal is to make people think twice before returning items but still allow returns when needed.
Tiered Return Fees Based on Return Rates
Return fees depend on how much of your order you send back. For instance, sending back up to half your order costs a small £2.99 fee. Yet, returning almost everything means paying £8.99. This strategy asks frequent returners to bear more of the return cost.
| Percentage of Order Returned | Return Fee |
|---|---|
| Up to 50% | £2.99 |
| 51% to 75% | £4.99 |
| 76% to 89% | £6.99 |
| 90% to 100% | £8.99 |
First Return Free for New Shoppers
New shoppers at Oh Polly get their first return free. It's a kind welcome from the brand. This way, newcomers can check out the sizes without fretting about return costs. Yet, later return fees will differ based on how much they send back in the future.
21 Days for Refunds or Exchanges, 30 Days for Store Credit
Oh Polly gives UK customers 21 days to return items for a refund. This means you have time to check if you like your purchase. If you need more than 21 days, don’t worry. You'll get store credit for returns within 30 days. Store credit means you can choose something else when it fits your schedule better.
These changes in return policy show Oh Polly caring about its customers and the environment. They aim to offer a shopping experience that is both fair and sustainable. This move also tackles the issue of too many returns in online fashion.
Addressing the Issue of Serial Refunders and Wardrobing
Online shopping is becoming more popular, but it presents a challenge for stores like Oh Polly. Some people buy clothes, wear them once, and then return them. This is called 'wardrobing'. It's not what return policies are for, and it costs the store money.
Mitigating Costs Associated with High Return Rates
High return rates mean more costs for stores. Oh Polly faces expenses like shipping for returns and restocking fees. This can damage the clothes and adds work for the staff handling returns.
Oh Polly charges more for returns to lower these costs if you often send things back. They hope this makes people think more about what they buy.
Discouraging Shoppers from Buying Clothes for One-Time Use
Thanks to Instagram and TikTok, buying clothes for just one special event is becoming more common. But this is bad for stores and the environment. It creates a throwaway culture with harmful effects.
Oh Polly wants to stop this behavior by charging more for frequent returners. They want customers to shop wisely for a more sustainable world.
This change benefits Oh Polly and the fashion industry and helps increase their bottom line.
Conclusion
Oh Polly's new returns policy is a fight against "wardrobing" and "serial refunders" by charging more for frequent returns. This makes shopping more sustainable without harming the fair return options for most customers.
As online retail trends change, businesses need to combine a good customer experience with green decisions. In the future, more fashion brands may use similar strategies to lower high return costs.
