Customer demand for free and fast returns could impact Christmas sales this year, with more than two-thirds of shoppers (77%) saying they would be more likely to pick a retailer for their Christmas shopping if they offered free returns.
It comes as more than half (55%) of UK shoppers plan to do more of their Christmas shopping online this year than last, according to the survey by ZigZag Global.
Of those shoppers who had a good returns experience with a retailer last Christmas, 40% said that they have continued to be loyal customers, rising to 58% of 18–25-year-olds.
Meanwhile, over a quarter (28%) of 26–35-year-olds said they never shopped with a retailer again after a negative returns experience last Christmas.
Speed is also key. 57% of shoppers said that an instant or quick refund is important in a good returns policy, increasing to 60% of 25–36-year-olds. 58% of shoppers said they would like the option of having the value of their refund returned to a retailer’s digital gift card for them to spend in the future with women (60%) more likely to want this option than men (55%).
30% of shoppers also said a longer returns window is important, with men (31%) more likely to value a longer returns window than women (28%), and those aged 56-65 most likely to value it at 44%.
A third (32%) of consumers who had a good returns experience with a retailer last Christmas have shopped with them repeatedly in the past six months, and 35% of shoppers are planning to buy from a retailer again this Christmas after a positive returns experience last season.
