Some 16% of UK consumers now do pretty much all of their shopping online, and the issue of free returns has become a key factor for shoppers. When it comes to choosing an online retailer, three quarters of consumers questioned for the Royal Mail’s Delivery Matters Returns Special report say they want free returns as standard, while a further one in three would be unlikely to use an online retailer again if they were charged to send unwanted items back.
The most popular products to return? Women's clothes, ahead of men's clothing, footwear, children's clothes, and electrical items such as TVs and radios. Women over 55 living in rural locations are the biggest returners with over three quarters saying that they recently sent back personal purchases.