PrettyLittleThing shuts down customer accounts because of returns

In this photo illustration a PrettyLittlething logo is seen displayed on a smartphone.
-Credit: (Image: Getty)

PrettyLittleThing (PLT) customers who have returned too many items bought on the fashion platform have had their accounts closed. Shoppers were sent emails on Friday saying their accounts had been reviewed and shut down - banning them from making any more purchases.

Earlier this month PLT scrapped its free returns policy. Customers have taken to social media to express their anger at the latest move. One wrote on X: "You don't have a physical store, [of course] people will return things."

Others said they had only made one return this year, or not returned anything for three months but still had their accounts closed.

The email said customers could return anything they had already bought - but not buy anything more.

Becca Unsworth, a 24-year-old pensions administrator from Preston, told the BBC she contacted customer services and was told the email was genuine and her account was closed - having been a customer for seven years. She said: "I go to PLT for everything really - something for work, a new top for a night out, hair stuff, beauty products. I spent so much money there.

"I do return but it’s due to the fact something may arrive faulty or I need to order an item in three different sizes to make sure it fits at all."

PLT, part of the Boohoo group, was approached by the BBC but did not comment.