New data has shown the number of ecommerce returns increased 3% this autumn, with the average return value also increasing 7% reaching £106 – suggesting UK consumers are returning more premium items.
The research by DHL eCommerce also found the number of paid returns had increased by 6% between September and October 2024. The study found there has been a slight increase in paid returns adoption among retailers this Autumn, with 46% of returns being paid for in part by consumers.
While cost remains a consideration for consumers, with more than a third expressing frustration over paying for returns, almost a quarter of online shoppers say they do not mind paying if it is an item they really want.
According to DHL’s Global Online Shopper Trends Report, over a third of consumers state that control over delivery and return methods is essential to their online shopping experience. Parcel locker usage has also surged by 79% over the last 12 months, with many shoppers now opting for flexible return methods that fit their lifestyles.
Stuart Hill, CEO DHL eCommerce UK, said: “Returns are an essential part of the online shopping experience for consumers. Still, they’re a challenge for retailers, especially as we enter peak season. In addition to making returns policies clear, brands can benefit from leveraging logistics processes to make returns simpler and more convenient for both parties.
“Our insights have shown that flexibility is paramount for consumers, and options such as low-cost parcel lockers, or flexible drop-off points can help to keep customers satisfied, especially during the high-stakes holiday shopping period.”
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