Returns German More research

German E-Commerce Returns Study in 2021

Download the detailed study on the performance of the 100 largest German online stores in the area of returns.

German E-Commerce Returns Study in 2021

In this study, we analyze the returns experience at 100 of the largest German online stores. As with parcel shipping, there is still additional potential for many retailers to positively surprise customers with special services and retain their loyalty in the long term.


Some key findings:

of the top 100 retailers grant return periods beyond the legal requirements

of brands offer downloadable return labels

of brands who specify a time period for returns pay sooner than promised


For Analysis

For three years now we have been publishing our annual mail order study, in which we analyze how customer-oriented the 100 largest online retailers in Germany design the shipping process for their orders. The return was always just one point among many. In this special evaluation, we focus exclusively on this area. Existing data was supplemented by further analyses, for which we researched the web shops of the top 100 online shops and also used the shipping data from our more than 500 brands.

Stuart Hill

Any retailer, in any market, wants to make sure that the post-sales experience is as great as it can be. So any improvement will increase the percentage of returning customers. When there are specialists like parcelLab in the market that can solve that problem using minimal resources, it makes sense to partner externally on this and offer customers an immediate benefit.

Stuart Hill FARFETCH’s SVP of Logistics
Stuart Hill
Image Description

Why parcelLab?

Our platform is the central data hub for brands to build and manage all branded customer communication. Our technology enables brands to take their approach to the next level by orchestrating all post-sales processes and data sources in one hyper personalized, seamless, end-to-end experience. The fully customizable platform adapts to your brand’s needs and allows for true differentiation with customer-centricity at the heart of it

For brands, that means more chances to create relationships that last. And for the people that buy from you, it means turning mundane operational moments into moments of joy.

Be different & define your own outstanding customer experience.

Card image cap


Gen Z and Millennial Shopping Insights Study

Go behind the scenes with today’s Gen Z and Millennial Shoppers to uncover what drives their purchasing decisions - and their loyalty. Read 

Card image cap

Returns / German

German E-commerce returns study 2022

Comparison of customer expectations and returns processes and services of 100 of the largest online stores in Germany Read 

Card image cap

Consumer Research / Global

Why prioritizing customer retention during peak 2022 is vital for business success

The importance of customer retention strategies during peak season and tips on how to implement them successfully Read 

Card image cap

Fashion / Global

Why style your post-purchase experience?

Discover post-purchase trends, insights and opportunities from the leading apparel e-retailers. Check out our report. Read