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Zara starts charging shoppers for online returns

Zara starts charging shoppers for online returns

Zara has become the latest fashion retailer to start charging customers for online returns. Customers must now pay approximately $5 to return clothes through mail postage. The fee can however be avoided, if the return is processed at a Zara store location.

Zara is not the first retailer to start charging for online returns, @uniqlo also charges, as purchases made online are more likely to be returned, raised costs for many retailers during the pandemic. In a study on online fashion purchases the statement, ‘I’ll buy five items and only keep one of them’ summed up the shopping habits of Gen Z shoppers.

Boohoo was hit with massive returns as customers described the items to be low quality, bad fit and/or not as expected. The strategy to charge for online purchases, is also part of an effort to push more customers back to shopping in-store. Also by encouraging customers to go in-store to refund, they may find an item to exchange for once they are there.