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Nigel TAYLOR Published
January 5, 2025
There was more news on Friday about how post-Christmas returns are adding up and global delivery firm ZigZag is coming down on the side of more returns than ever. It’s predicting “the biggest-ever wave of January returns” in 2025.
The company said it has already seen a 42% year-on-year increase in returns the early stages of January while it also noted that Christmas-specific returns (24 December-2 January) are up 16%.
So what’s causing this? It can’t just be buyer remorse/the cost-of-living crisis, can it?
ZigZag said sizing issues continue to be a key driver for fashion returns, accounting for 68% of all of them in the UK, up 37% year-on-year, and 49% of all returns globally. In addition, 9% of all returns in the UK were due to items being defective, it said.
It also noted that it has seen a “distinct change” in how shoppers are returning their items, with home collection up 77% year-on-year and locker drop-off also up 68%. Traditional methods of returns are still popular however, with returns via the Post Office up by 29% year-on-year.
And as more and more retailers move to a paid-for returns model, the company said it’s unsurprising that 48% of all returns over the Christmas period were paid returns.
From a global perspective, both Germany and France showed sizeable jumps of 13-20% in paid returns from 24 December-2 January compared to the same period last year. Furthermore, 63% of its retail clients now include a paid returns solution in some capacity, “demonstrating where the future of retail returns is heading”.
Commenting on the January returns flurry, ZigZag’s CEO Al Gerrie said: “This influx of returns at the beginning of January is not surprising in the current economic climate and indicative of how consumers are trying to keep spending down. Whilst we’re not expecting returns to be up 42% over the whole of January, these figures show we can expect to see one of the busiest January’s ever for returns.”
He added: “It’s possible that shoppers are returning Christmas gifts and purchases now with the intention of purchasing them cheaper in the January sales — a complex situation that retailers will need to carefully navigate.”
On sizing, Gerrie added: “This is likely due to the ongoing practice of shoppers purchasing multiple sizes of items with the intention of trying them on at home and returning those that don’t fit or of course, the issue of buying items for others. The inconsistency of sizing is an ongoing frustration for shoppers and if retailers want to reduce returns, a key factor they need to address. Many retailers now include customer reviews and sizing guides to indicate if it comes up small/large or true to size, virtual changing rooms are also a good way to counteract this issue.”