Zara is introducing a fee for returns for online orders placed from the 3 May onwards and returned via a third-party drop-off point.
The returns fee of £1.95 is deducted from the customer’s total refunded amount. Goods bought online but returned to stores however will remain free to return providing they are returned in the same market or region that the customer made the initial purchase. Zara customers have 30 days from the shipping date of their order to return their purchase.
The strategy at other Inditex brands remains free returns currently. For example on the Massimo Dutti site the retailer claims that: “returns at Massimo Dutti are always free”. The brand has a return deadline of 30 days from the shipment confirmation date. At Pull&Bear returns also remain free.
Although many retailers offer free returns other fashion retailers already charge for returns. For instance Next charges £2 for goods returned via lockers, ParcelShop or the Post Office but offers free returns to store. The returns fee for Next is also deducted from the customer’s refund total.
