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Oh Polly to charge customers with high return rates

Katie Ross
23 May 2024

The womenswear e-tailer Oh Polly has warned “repeat refunders” that their returns could cost up to £8.99 per order.

The British-based brand informed its customers of a new returns policy last week, that will see “repeat refunders” charged fees. New customers are to receive one free return, but after this, fees will be calculated on each customer's rate of returns.

These will range from £2.99 for 0-50% of orders returned, to £8.99 for those with 90-100% of online orders returned.

Oh Polly customers have 21 days from the date the order was placed to return orders for an exchange or refund. This is extended to 30 days for store credit.

In an email to customers outlining the new measures, the online retailer said: “We’d like to inform you of an important update to our returns policy.

“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.”

Oh Polly was founded in 2015 and is known for its higher-end high-street evening wear. The brand is celebrated for its body-positive approach, offering a wide range of clothing, including dresses, swimwear, activewear, and accessories designed to empower and enhance confidence.

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