Royal Mail expects 72% returns increase on "Takeback Thursday"

Returns of online purchases are expected to increase by 72% today, 2 January, the first working day of the year which has been dubbed "Takeback Thursday", compared to the average number of return parcels per day in December.

According to a study commissioned by Royal Mail, three in five online shoppers would be unlikely to use a retailer again if they have a difficult returns experience, and speed of receiving a refund is ranked highest in importance in the returns process for 76% of online shoppers.

Clearly signposted returns information on the retailer’s website is also key for 73% of online shoppers, while 72% want clear guidance about which returns labels to use.

Other key findings in the study reveal that 58% of shoppers, almost six in ten, are most likely to use a retailer if they offer a "try before you buy" service, and 35% would purchase more items if that option is available. That rises to 47% for those aged 18-34, compared to just 22% for those aged over 55. The average online shopper in the UK sends back an online purchase every month.

One in two people is open to trying a "try before you buy" service at some point if they haven’t already. Shoppers wary of items not looking or fitting how they appear online are most attracted to this service, and clothing at 60% and footwear at 42% are the categories people are most using this service for. Usage of "try before you buy" has increased significantly for clothing since last year when it was 52%.

A Royal Mail spokesperson said: “With the festive season now over, January is the busiest time of the year for returns. Having a clear, user-friendly returns policy has never been more important. It is a vital part of the online shopping experience.

“Over a third of shoppers would purchase more items if a ‘try before you buy’ option was available from a retailer, so it’s important to consider putting such a service at the heart of your returns offering.”