Shoppers who frequently return online purchases are expected to send back an average of £1,400 worth of goods each this year, totaling £6.6 billion across the UK, according to a report by return logistics firm ZigZag and Retail Economics.
These “serial returners” represent 11% of consumers but are projected to account for nearly a quarter of the £27 billion in returns anticipated for the year. Both serial and slower returners, who tend to be more impulsive and often return items due to buyer’s remorse, make up almost half of all returns.
The growth in online shopping has created significant challenges for retailers, complicating inventory management due to delays in processing returns. Over 20% of non-food items purchased online in the UK are now sent back to retailers.
Generational differences are evident in shopping behaviours, with younger consumers more likely to over-order with the intention of returning many items.
Approximately 69% of Gen Z shoppers reported engaging in this practice, compared to just 16% of those over 60.
The increase in serial returners has raised concerns for retailers, according to ZigZag CEO Al Gerrie. He noted that this trend, particularly among younger shoppers, is forcing retailers to take more drastic measures. “To combat rising costs and returns fraud, retailers are likely to implement paid return policies and focus on addressing abusive return practices,” he stated.
Having terms and conditions (T&Cs) when selling clothes online is important for several reasons:
- Legal Protection: T&Cs help protect your business from potential legal disputes by clearly outlining the rules and guidelines for transactions.
- Consumer Rights: They inform customers of their rights, including return policies, warranties, and the process for handling complaints or issues.
- Limiting Liability: By specifying what you are and aren’t liable for, T&Cs can help limit your liability in case of disputes.
- Payment and Delivery: T&Cs can outline payment methods, shipping terms, and delivery times, setting clear expectations for customers.
- Intellectual Property: They can address the ownership of content on your site, protecting your brand and any unique designs or trademarks.
- User Conduct: T&Cs can include guidelines on acceptable behavior for customers using your site, helping maintain a respectful and safe shopping environment.
- Regulatory Compliance: Many jurisdictions require businesses to have clear T&Cs, especially concerning consumer rights and data protection.
Overall, having well-drafted terms and conditions contributes to transparency and trust between you and your customers.
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