New Look has introduced a controversial £1.99 charge for shoppers. Fans of the high street giant aren't happy about the change.
As part of a trial, the brand has announced it will charge customers £1.99 for online orders returned by post. However, it will still allow customers to return online purchases to New Look stores for free.
The Manchester Evening News said New Look told industry publication Retail Week the charge was to help "recover costs". A source from New Look said: "People are returning because they just don't like the feel or look of it, so actually we're never going to get that returns rate down really low.
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"Therefore the offset is, by charging for return, we can keep our sales price lower and that is why we've introduced it." A New Look spokesperson told The Mirror: "New Look has taken the decision to trial a £1.99 fee for postal returns.
"This is in line with the wider industry, and reflects increased costs related to delivery and collection. Customers are still able to return their online orders to our stores free of charge."
One New Look shopper, who had seen the charge, asked New Look on Twitter: "Do you now charge £1.99 for returns via mail? Not sure what the charge is for as I'm literally printing my own label..."
This update from New Look comes after it was revealed the fashion retailer is closing a handful of stores across the UK. The locations of the sites affected include Birmingham, Coventry, Trowbridge, Kirkcaldy, Walthamstow and Northampton.
New Look said the closures are part of its "normal course of business" as new sites will be opening also.
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