Got banned from using Zozo for too many returns

I struggle to find clothes in that are flattering in Japan because everything is baggy and boxy. I like ordering clothes from Zozo because you can search clothes by specific measurements rather than just S, M, or L. You can also find nice brands sold secondhand.

I got in the habit of making large orders, trying everything on, and then sending back whatever didn’t fit. I had to pay shipping fees for returns, but it was worth it for the convenience. It was a system that worked well for me for many years.

I got an email from the customer service center at the end of January warning me that I was making too many returns and that my account would be banned if I continued to return too much. At the time, I already had several boxes of stuff at home that I was planning to return. I responded to them and asked if it would be okay to just make this final return even though it was an excessive amount. They said it was okay but to avoid making excessive returns in the future.

So I sent those back, and the returns were processed. I haven’t returned anything since then. Now, several weeks later, suddenly I got a message saying that I have made too many returns and my account has been banned. If I place any orders in the future, they will cancel them. I asked them why this is happening now, and they said that I made too many returns since I received the warning. It doesn’t make sense to me.

Is there anything I can do about this to get them to let me keep using the service? If I make a new account with a different name and email but the same address, will they catch it?

Or is there any kind of similar website to Zozo that lets you search by measurements that I could use as an alternative?

EDIT: So I actually emailed them to explain that I had been told it was okay to return the products I had already purchased, and I even sent them screenshots of the emails. They replied saying sorry and I am not banned!! I have asked them to explain what exactly their limit for returns is, so we’ll see what they say. Will definitely be careful from now on!

by bellow_whale