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ABOUT THE GREAT RETURNS RACE
RETURNS POLICY ADVICE
7 Steps to Improve Your Policy
How To Launch A New Returns Process
How To Improve Returns Communications
'THE GREAT RETURNS RACE'
Find out which of the UK's top 141 fashion brands have emerged as returns leaders across 2016...
DOWNLOAD Q4 2016
DOWNLOAD Q3 2016
DOWNLOAD Q2 2016
DOWNLOAD Q1 2016
Q4 KEY FINDINGS AT A GLANCE...
Mobile Navigation improved by
Four more brands dropped
into the bottom category for
reducing the return timeframe to 14 days.
The number of brands reinforcing the returns message in all three stages almost
doubled in Q4, from 10 to 19 brands
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)
of brands do not advertise their refund promise anywhere on their site.
(An improvement from 20% in Q3)
Q3 KEY FINDINGS AT A GLANCE...
More brands are now offering a
choice of in-country returns. (60% have a local return option
in at least one international market).
now offer customers an unlimited time period to return their orders.
(Rohan and Lands End)
of brands still
do not advertise their refund promise
anywhere on their site. (A rise from 17% in Q2)
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...
Site navigation across all devices
has improved since last quarter by
more brands extended their returns policy since Q1.
(76% offered more than 14 days compared to 72% in Q1)
The availability of a
option is still more
popular than PUDO's. (32% offer couriers whereas only 27% offer PUDOs)
The majority of the leaders offering a
customised return policy
for each market are
pureplay online shops.
Q1 KEY FINDINGS AT A GLANCE...
of the 144 brands we studied have
international policies which are difficult to find
(4 or more moves).
of these brands offer
the industry standard of
of brands issue a blanket return policy for international customers
Grosvenor House, Hollinswood Road
Central Park, Telford, Shropshire, TF2 9TW