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Nigel TAYLOR Published
January 14, 2025
Boden has a new global returns provider. The British fashion brand has switched allegiance to ZigZag to become its technology-driven retail returns solutions firm of choice.
Boden said the partnership “is set to deliver substantial projected savings” in returns carriage costs, citing the company’s international carrier relationships “offering superior rates than those Boden procures either directly or from its previous returns partner”.
It added that the partnership “will enable Boden to simplify the returns process while improving cost efficiencies and customer satisfaction”.
Importantly, Boden also said it aims to “maintain its largely free returns service at a reduced cost and accelerate refund processing times for its customers”.
The partnership will also help Boden “gain access to detailed insights into customer returns behaviour and preferences” through ZigZag’s returns portal. These insights will enable Boden “to better understand returns reasons, preferred carriers, toxic products and returns methods”.
Colin Dawes, Head of Logistics at the retailer, added: “[The switch has] been an eye-opener for us in understanding how our customer base differs from the rest of the market. We want our returns policy to be a true reflection of what our customers need and now we have another layer of visibility to inform our approach."