UK E-Commerce Shipping Study 2020: Fashion Edition (Infographic)

UK E-Commerce Shipping Study 2020: Fashion Edition (Infographic)
Published on: Feb 8, 2020
Updated: Aug 19, 2022

parcelLab's UK E-Commerce Shipping Study 2020: Fashion Edition analysed the UK's top 100 online fashion retailers in the areas of checkout, shipping and returns. The research identified the areas of strength for the businesses and the areas which need improvement. Three 'best in class' retailers were then selected for the categories: "Best Customer Experience", "Best Brand Experience" and "Best Personalisation".

UK E-Commerce Shipping Study 2020: Fashion Edition (Infographic)

Download the full study here!

(Click to enlarge infographic in new tab)

UK E-Commerce Shipping Study 2020: Fashion Edition

###Shedding light on the CX during delivery and returns.


We analysed which payment and shipping options are available, whether customers could guest checkout, how high delivery costs are and how delivery date is communicated.


How do fashion retailers communicate with their customers during delivery? We recorded who communicated during shipping, how many messages retailers and carriers sent, the location of the Track & Trace page and whether it was available immediately.


We looked at which returns options the fashion retailers offer customers, how they communicate and how quickly remittance was received.

Want to know who won our categories? Find out here.

Written by


Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.

Read more from parcelLab
More from the category Research