'THE GREAT RETURNS RACE'

2016 RESULTS

Find out which of the UK's top 141 fashion brands have emerged as returns leaders across 2016...

Q4 KEY FINDINGS AT A GLANCE...

Navigation
Mobile Navigation improved by 6% in Q4 2016 
Watch
Four more brands dropped into the bottom category for reducing the return timeframe to 14 days.
Bell
The number of brands reinforcing the returns message in all three stages almost doubled in Q4, from 10 to 19 brands
Tag
For the second quarter running, over half (55%) of brands now offer free returns in at least one international market. (A rise from 54% in Q3)
Target
Just 15% of brands do not advertise their refund promise anywhere on their site. (An improvement from 20% in Q3)

Q3 KEY FINDINGS AT A GLANCE...

Choice
More brands are now offering a choice of in-country returns. (60% have a local return option in at least one international market).
Watch
2 brands now offer customers an unlimited time period to return their orders. (Rohan and Lands End)
Refund
20% of brands still do not advertise their refund promise anywhere on their site. (A rise from 17% in Q2)
Tag
For the first time, over half (54%) of brands now offer Free returns in at least one international market. (A rise from 49% in Q2)

Q2 KEY FINDINGS AT A GLANCE...

Navigation
Site navigation across all devices has improved since last quarter by 5%.
Watch
4% more brands extended their returns policy since Q1. (76% offered more than 14 days compared to 72% in Q1)
Choice
The availability of a courier return option is still more popular than PUDO's. (32% offer couriers whereas only 27% offer PUDOs)
Target
The majority of the leaders offering a customised return policy for each market are pureplay online shops.

Q1 KEY FINDINGS AT A GLANCE...

Navigation
Around 31% of the 144 brands we studied have international policies which are difficult to find (4 or more moves).
Watch
72% of these brands offer more than the industry standard of 14 days
Tag
Less than 5% offer FREE returns worldwide.
Target
44% of brands issue a blanket return policy for international customers