Zara Return Policy: Starts charging shoppers for online returns
Zara, a popular European fashion brand, has recently implemented a new policy that charges U.
Hi, I'm Jeanel Alvarado! I have over 15 years of…
Zara, a popular European fashion brand, has recently implemented a new policy that charges U.S. customers for returning online purchases to third-party drop-off points. This change came into effect for orders placed from June 1 onwards, with a fee of $3.95 being deducted from the refund amount. However, customers can still return their online purchases to any Zara store free of charge.
The return policy allows customers to return most items in new or like-new condition within 30 days of the shipment date of their online purchase. This policy also applies to in-store purchases. To be eligible for a return, items must have all tickets attached and be in perfect condition.
This new policy was first introduced in the U.K., where customers were informed in May that they would be charged £1.50 for online returns. As of June 22, 2022, U.S. online shoppers started getting charged $3.95 to return their online orders. The policy is also in place in other European markets, including Belgium and the Netherlands.
The decision to charge for select product returns is seen as an interesting move by industry experts, who are curious to see if other retailers will follow suit. Traditionally, retailers have aimed to make the return process as easy as possible for customers, but this approach may be changing as businesses face increased fuel, materials, and other supply chain costs.
Returns are a significant issue for retailers, with shoppers expected to return over $761 billion in merchandise last year, according to the National Retail Federation. Approximately $218 billion of these returns came from online purchases, with clothing being one of the categories with the highest return rates. Many consumers have developed a habit of buying multiple variations of the same product, trying them on, and then returning the unwanted items without penalty.
Industry experts have praised Zara's decision as a smart way to reduce costs without alienating its loyal customer base. If Zara, one of the largest international fashion companies, can successfully implement a charge for returns, it is possible that other retailers may follow in their footsteps.
Hi, I'm Jeanel Alvarado! I have over 15 years of expertise as a Marketing Manager, E-Commerce Strategist and Retail Consultant. I track, evaluate and forecast data-driven market trends, shopping habits and help develop retail strategies to drive customer acquisition and sales. With my Bachelor of Commerce Degree in Marketing, minor in Real Estate and my life experience as former Senior Managing Director at the University of Alberta School of Business, School of Retailing. My insights have been featured in TIME, Entrepreneur, Nasdaq, Shopify, US Chamber of Commerce, HubSpot, US News, The Sun, Glossy, Betches, AftoTech, Footwear News, Luxury Daily, BestLife, Pissed Consumer, LuxePack, Consumer Affairs, The Daily Wire, The Current, GoBanking Rates, Bustle, Colliers’s Retail:Recorded podcast, and many more!