Online Returns in the UK, 2018 – 2023

The "Online Returns in the UK, 2018 – 2023", report forms part of GlobalData's Retail Channels series, and offers a comprehensive insight into the consumer and market dynamics of the online returns channel. The report analyses the channel, the main trends, and consumer attitudes towards online returns.

The value of the online returns channel is forecast to rise 27.3% out to 2023 and although online sales growth will outpace the growth of the returns channel, retailers need to be prepared for this increase to successfully handle higher volumes and retain high customer satisfaction.

The clothing & footwear sector has the highest returns rate and makes up the lion's share of the returns channel, which is unsurprising due to the importance of fit as a driver of returns.

Scope

– Despite significant growth in other sectors, including health & beauty, clothing & footwear will continue to dominate returns and will continue to account for the lion's share of the channel.

– Health & beauty, entertainment and books are the sectors that are least returned by customers due to the lower value of products.

– Postal returns remain the most popular return method, with 44.6% of online returns being made by post, despite growth in alternative options.

Reasons to buy

– Use our in-depth consumer and market insight to learn about the forecast for online returns for the different sectors, and the related hot issues of the online returns channel.

– Understand why and how consumers return products in different sectors online.

– Use consumer opinions about online returns to inform your online returns propositions.

Companies mentioned

ASOS

Amazon

Next

Topshop

JD Sports

Klarna

H&M

PrettyLittleThing

The Perfume Shop

Hermes

Boots

Wiggle

AO.com

Royal Mail

Doddle

Collect+

DPD

Sports Direct

IKEA

Feelunique

Dobbies

Made.com

Sosandar

House of Fraser

Table of Contents

Table of Contents

THE HOT ISSUES

Main issues in e-retail

Delivery saver schemes and try before you buy initiatives will drive up returns

Retailers must place the same importance on improving returns as on fulfilment services

Fit technology to reduce clothing & footwear returns

WHAT PEOPLE RETURN

Headlines

The channel at a glance

Overall channel size

Channel in context

Sector returns penetration

Returns channel split by sector and parcel size

WHO RETURNS

Headlines

Who returns

Books

Clothing & footwear

DIY & gardening

Electricals

Food & grocery (gifting)

Furniture & floorcoverings

Health & beauty

Homewares

Entertainment

HOW AND WHY PEOPLE RETURN

Headlines

Opinions on online returns

How people return

How people return by sector

Why purchases were returned by sector

Cost of returns by sector

METHODOLOGY

What is included

List of Tables

List of Tables

Examples of delivery saver schemes

Returns channel split by sector, 2018 sector share and value, 2023 sector share and value and five year growth by sector

Returns channel split by sector and parcel size, 2018

List of Figures

List of Figures

Size of the returns channel: 2017, 2018 & 2023

Returns share of online retail spend: 2017, 2018 & 2023

Growth of online returns and online spend: 2018- 2023

Sector returns penetration, 2018

Share of returns channel size by parcel size, 2017 & 2018

Overall sector penetration of shoppers who have returned goods online, 2018

Returns penetration of online shoppers: Books, by demographic, 2018

Returns profile of online shoppers: Books, by demographic, 2018

Returns penetration of online shoppers: Clothing & footwear, by demographic, 2018

Returns profile of online shoppers: Clothing & footwear, by demographic, 2018

Returns penetration of online shoppers: DIY & gardening, by demographic, 2018

Returns profile of online shoppers: DIY & gardening, by demographic, 2018

Returns penetration of online shoppers: Electricals, by demographic, 2018

Returns profile of online shoppers: Electricals, by demographic, 2018

Returns penetration of online shoppers: Food & grocery (gifting), by demographic, 2018

Returns profile of online shoppers: Food & grocery (gifting), by demographic, 2018

Returns penetration of online shoppers: Furniture & floorcoverings, by demographic, 2018

Returns profile of online shoppers: Furniture & floorcoverings, by demographic, 2018

Returns penetration of online shoppers: Health & beauty, by demographic, 2018

Returns profile of online shoppers: Health & beauty, by demographic, 2018

Returns penetration of online shoppers: Homewares, by demographic, 2018

Returns profile of online shoppers: Homewares, by demographic, 2018

Returns penetration of online shoppers: Entertainment, by demographic, 2018

Returns profile of online shoppers: Entertainment, by demographic, 2018

Statements around online returns, 2018

How items were returned: Total, 2018

How items were returned: Books, 2018

How items were returned: Clothing & footwear, 2018

How items were returned: DIY & gardening, 2018

How items were returned: Electricals, 2018

How items were returned: Food & grocery (gifting), 2018

How items were returned: Furniture & floorcoverings, 2018

How items were returned: Health & beauty, 2018

How items were returned: Homewares, 2018

How items were returned: Entertainment, 2018

Drivers of online returns: Total excluding clothing & footwear, 2018

Drivers of online returns: Books, 2018

Drivers of online returns: Clothing & footwear, 2018

Drivers of online returns: DIY & gardening, 2018

Drivers of online returns: Electricals, 2018

Drivers of online returns: Food & grocery (gifting), 2018

Drivers of online returns: Furniture & floorcoverings, 2018

Drivers of online returns: Health & beauty, 2018

Drivers of online returns: Homewares, 2018

Drivers of online returns: Entertainment, 2018

Cost of online returns: Books, 2018

Cost of online returns: Clothing & footwear, 2018

Cost of online returns: DIY & gardening, 2018

Cost of online returns: Electricals, 2018

Cost of online returns: Food & grocery (gifting), 2018

Cost of online returns: Furniture & floorcoverings, 2018

Cost of online returns: Health & beauty, 2018

Cost of online returns: Homewares, 2018

Cost of online returns: Entertainment, 2018

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