Upheaval struck after ZARA and PrettyLittleThing issued return fees on unwanted orders. This left many fashion retailers asking themselves, are outdated delivery and returns strategies holding our business back? Ingrid and Harper have teamed up to produce an in-depth report to answer the all-important question.
Over the last 12 months, many retailers have refocused their efforts on business profitability versus pure top-line growth. As a result, the delivery and returns proposition and how the options are priced have become one of the main questions retailers are seeking to answer.
Ingrid is a delivery platform that was founded with a mission to create personalised delivery experiences that fit people’s lives, while Harper powers elevated Try Before You Buy experiences for many UK fashion retailers.
Together, the powerhouses have combined insights from the UK’s top 100 fashion retailers and over 130 million deliveries to highlight the trends and strategies that are redefining customer expectations in e-commerce.
Ingrid and Harper’s report analyses the UK’s top fashion retailers to answer these questions and offer recommendations for achieving the best customer experience in the most profitable way.
It uncovers key findings, including how 35% of shoppers prioritise convenience and flexibility over fast or cheap delivery options.
In addition to prioritising convenience, many shoppers are concerned with sustainable practices. 37% of UK shoppers have used a ‘green’ delivery option, reflecting a growing trend towards eco-friendly solutions.
To boost conversions, Ingrid and Harper recommend that brands should offer multiple delivery options to achieve a 60% checkout conversion rate, compared to just 47% for those with a single option. Moreover, 34% of customers change their delivery preference on repeat purchases. This shows that providing choices like express, standard, or sustainable delivery can directly boost sales by catering to different customer preferences.
59% of UK consumers expect free delivery, but 30% are willing to pay for delivery when value is added.
As for returns, 68% of customers prefer pre-paid return labels, transforming returns into an opportunity to enhance loyalty and boost Customer Lifetime Value.
Elin Hammenfors, Head of Sales UK at Ingrid, said: “As e-commerce evolves, the need for updated delivery and return strategies has never been more critical. According to our report, retailers offering multiple delivery options see up to 28% higher conversion rates in checkout. Delivery options that cater for convenience such as click-and-collect, named day delivery, and flexible return policies have shifted from being optional to essential.
“These strategies are driving profitability while helping to manage the rising costs of returns in an increasingly online retail landscape.”
