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Online Returns in the UK, 2018 - 2023

Online Returns in the UK, 2018 - 2023

Summary

The Online Returns in the UK, 2018 - 2023, report forms part of GlobalData's Retail Channels series, and offers a comprehensive insight into the consumer and market dynamics of the online returns channel. The report analyses the channel, the main trends, and consumer attitudes towards online returns.

The value of the online returns channel is forecast to rise 27.3% out to 2023 and although online sales growth will outpace the growth of the returns channel, retailers need to be prepared for this increase to successfully handle higher volumes and retain high customer satisfaction.

The clothing & footwear sector has the highest returns rate and makes up the lion's share of the returns channel, which is unsurprising due to the importance of fit as a driver of returns.

Scope

  • Despite significant growth in other sectors, including health & beauty, clothing & footwear will continue to dominate returns and will continue to account for the lion's share of the channel.
  • Health & beauty, entertainment and books are the sectors that are least returned by customers due to the lower value of products.
  • Postal returns remain the most popular return method, with 44.6% of online returns being made by post, despite growth in alternative options.
Reasons to buy
  • Use our in-depth consumer and market insight to learn about the forecast for online returns for the different sectors, and the related hot issues of the online returns channel.
  • Understand why and how consumers return products in different sectors online.
  • Use consumer opinions about online returns to inform your online returns propositions.


THE HOT ISSUES
Main issues in e-retail
Delivery saver schemes and try before you buy initiatives will drive up returns
Retailers must place the same importance on improving returns as on fulfilment services
Fit technology to reduce clothing & footwear returns
WHAT PEOPLE RETURN
Headlines
The channel at a glance
Overall channel size
Channel in context
Sector returns penetration
Returns channel split by sector and parcel size
WHO RETURNS
Headlines
Who returns
Books
Clothing & footwear
DIY & gardening
Electricals
Food & grocery (gifting)
Furniture & floorcoverings
Health & beauty
Homewares
Entertainment
HOW AND WHY PEOPLE RETURN
Headlines
Opinions on online returns
How people return
How people return by sector
Why purchases were returned by sector
Cost of returns by sector
METHODOLOGY
What is included
List of Tables
Examples of delivery saver schemes
Returns channel split by sector, 2018 sector share and value, 2023 sector share and value and five year growth by sector
Returns channel split by sector and parcel size, 2018
List of Figures
Size of the returns channel: 2017, 2018 & 2023
Returns share of online retail spend: 2017, 2018 & 2023
Growth of online returns and online spend: 2018- 2023
Sector returns penetration, 2018
Share of returns channel size by parcel size, 2017 & 2018
Overall sector penetration of shoppers who have returned goods online, 2018
Returns penetration of online shoppers: Books, by demographic, 2018
Returns profile of online shoppers: Books, by demographic, 2018
Returns penetration of online shoppers: Clothing & footwear, by demographic, 2018
Returns profile of online shoppers: Clothing & footwear, by demographic, 2018
Returns penetration of online shoppers: DIY & gardening, by demographic, 2018
Returns profile of online shoppers: DIY & gardening, by demographic, 2018
Returns penetration of online shoppers: Electricals, by demographic, 2018
Returns profile of online shoppers: Electricals, by demographic, 2018
Returns penetration of online shoppers: Food & grocery (gifting), by demographic, 2018
Returns profile of online shoppers: Food & grocery (gifting), by demographic, 2018
Returns penetration of online shoppers: Furniture & floorcoverings, by demographic, 2018
Returns profile of online shoppers: Furniture & floorcoverings, by demographic, 2018
Returns penetration of online shoppers: Health & beauty, by demographic, 2018
Returns profile of online shoppers: Health & beauty, by demographic, 2018
Returns penetration of online shoppers: Homewares, by demographic, 2018
Returns profile of online shoppers: Homewares, by demographic, 2018
Returns penetration of online shoppers: Entertainment, by demographic, 2018
Returns profile of online shoppers: Entertainment, by demographic, 2018
Statements around online returns, 2018
How items were returned: Total, 2018
How items were returned: Books, 2018
How items were returned: Clothing & footwear, 2018
How items were returned: DIY & gardening, 2018
How items were returned: Electricals, 2018
How items were returned: Food & grocery (gifting), 2018
How items were returned: Furniture & floorcoverings, 2018
How items were returned: Health & beauty, 2018
How items were returned: Homewares, 2018
How items were returned: Entertainment, 2018
Drivers of online returns: Total excluding clothing & footwear, 2018
Drivers of online returns: Books, 2018
Drivers of online returns: Clothing & footwear, 2018
Drivers of online returns: DIY & gardening, 2018
Drivers of online returns: Electricals, 2018
Drivers of online returns: Food & grocery (gifting), 2018
Drivers of online returns: Furniture & floorcoverings, 2018
Drivers of online returns: Health & beauty, 2018
Drivers of online returns: Homewares, 2018
Drivers of online returns: Entertainment, 2018
Cost of online returns: Books, 2018
Cost of online returns: Clothing & footwear, 2018
Cost of online returns: DIY & gardening, 2018
Cost of online returns: Electricals, 2018
Cost of online returns: Food & grocery (gifting), 2018
Cost of online returns: Furniture & floorcoverings, 2018
Cost of online returns: Health & beauty, 2018
Cost of online returns: Homewares, 2018
Cost of online returns: Entertainment, 2018

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