Free delivery doesn’t increase parcel returns

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Retailers that offer free delivery for online purchases do not seem to experience an increase in the number of items returned, according to a study by Whistl.

It found that 60 per cent of respondents did not pay for delivery and despite clothing, shoes and electronic equipment purchases being returned at a higher return rate than all other category purchases, this was not due to free delivery.

The research found that 18-24 year old consumers are more likely to check the returns policy prior to purchasing items for the garden or outdoors, car accessories and DIY.

Those looking for free returns were mostly female in the 55-75 age bracket or were living in the South-East of the UK.

And 53 per cent of those sampled stated that if a ‘returns policy did not meet expectations, it would make them much less likely to use that retailer’.

Retailers get tough on serial returners

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