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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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UK retailers fall short on international delivery: survey

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More than 40% of UK retailers do not offer international delivery, according to a new report.

The International Delivery Report, from Snow Valley, tested 76 UK retail websites. The company recruited a panel of shoppers over 15 countries, from Ireland to China and Brazil, to place overseas orders on the websites.

They found that 42% of UK retailers only delivered domestic orders, while 43% could deliver worldwide. But language limitations meant that 58% of orders had to be placed in a language other than that spoken in the shopper’s country. And only 19% of orders were placed on a site that showed product prices in the local currency.

The average overseas delivery charge was £12.27, while 90% of orders with returns instructions specified return by post at the shopper’s expense. And only two orders had any customs charges levied.

"If I had to summarise our findings in two words they would be: ‘missed opportunity,'" said Snow Valley's Sarah Clelland. She added: "Attracting and growing an international customer-base is clearly a big opportunity for many UK retailers.

"And yet from our domestic report we knew that 42% of UK retailers only deliver to the UK. And when we put the ones with overseas delivery to the test in this research, we saw how difficult it is for international shoppers to buy from UK websites."

The report includes 10 tips for retailers who want to improve their international sales, from offer international delivery, and make delivery affordable, to make sure international delivery works and be clear about where you do deliver.

For more information you can find the report at www.snowvalley.com/research.

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