UK E-Commerce Shipping Study 2020: Fashion Edition

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UK E-Commerce Shipping Study 2020: Fashion Edition

A detailed study into the state of UK fashion retail: 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.

Frequently asked questions

FAQs about the parcelLab UK E-Commerce Shipping Study 2020: Fashion Edition

Which online retailers were examined during the shipping study?

The UK E-Commerce Shipping Study: Fashion Edition sheds light on the CX during delivery and returns for the UK’s top 100 online fashion retailers. The selection is based on: Internet Retailing UK Top 500 2019.

Who is the study relevant for?

For any retailer who ships goods – not just fashion ones! The study provides insights for all online retailers and businesses and allows them to benchmark their own shipping and returns processes against those of the UK’s top 100 fashion retailers.

My business was included in the study; can I see my detailed results?

Yes of course! Get in touch with us and we can share this detailed analysis of your checkout, shipping and returns processes. The study included a 34-question questionnaire covering all relevant topics for your business.

Can I also have my shipping process analyzed?

Yes you can! parcelLab offers all retailers, who send more than 5,000 shipments per month, an exclusive analysis of their whole shipping process.

You can sign up here: Free shipping analysis.