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25th June 2025
04:55pm BST
Many customers have been banned from the popular clothing website ASOS due to allegations of violating their Fair Use Policy.
According to the BBC, customers were outraged when the team informed customers that their accounts would be closed.
An ASOS spokesperson told the BBC:
"We recently closed the accounts of a small group of customers whose shopping activity has consistently fallen outside our fair use policy.
"This helps us maintain our commitment to offering free returns to all customers across all core markets."
The ASOS Fair Use Policy states that they can close or suspend accounts for "fraudulent activity" and/ or unusual activity.
One policy that shoppers might not know about is 'ordering and returning large quantities' and making multiple returns.
One person wrote on X:
"I've just had an email from ASOS saying they're closing my account indefinitely due to improper usage but I have probably made 10 orders over the years... It's so bizarre?
"Has anyone else had this?"
Another wrote:
"Made an order with ASOS and they’ve closed my account. I’m now wondering if they’ll deliver the parcel. Looks like I’m not the only one.."
One customer, Lucy Britnell, told the BBC that despite paying for ASOS Premium, she has now been banned:
"I probably spend at least £100 a month with ASOS - my latest holiday shop [over several orders] was £500," Britnell said.
"Most of the time I have to order two sizes and then I'll return the one that doesn't fit - and ASOS sizing, especially its own brands, is very unpredictable."
ASOS stated that after reviewing her return activity, it no longer "aligns" with their "current policy", and they will close her account in 30 days.
But what made the situation seem like a "joke" was that on the same day, ASOS requested to repost a photo of her outfit:
"It was a real slap in the face - I thought it was a joke at first," she shared.
"Even if they did reinstate my account, I'd take my money elsewhere,
"It's really left a bad taste in my mouth."
