Returns UK More research

Are the UK’s top retailers getting returns experiences right?

This report analyses the returns experiences offered by the UK’s top 200 retailers. We examine cost, returns options, customer communications and much more.

Are the UK’s top retailers getting returns experiences right?

Returns remain one of the biggest blockers in online shopping. If retailers were to offer more varied, simple and reliable returns options, these barriers would be greatly reduced. Some retailers are already successfully doing this!

We looked at the returns experiences offered by the UK’s top 200 online retailers, such as & Other Stories, Bose and Zara. Download the report to discover how they perform!

 

Key findings

24.5% of retailers charge for returns

of retailers charge for returns

87% of retailers do not offer paperless returns

of retailers do not offer paperless returns

84% of retailers send some communication during returns, but not enough

of retailers send some form of communication during the returns process

Card image cap

Consumer Research / USA

US e-commerce returns​ study 2022

Findings from orders with the 200 largest e-commerce retailers in the United States, placed between November 2021 and January 2022. parcelLab partnered with YouGov to gather customer insights and shopper perceptions around returns. Read 

Card image cap

USA

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