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Drapers Digital Forum: Clarks to ‘re-examine’ free returns

Footwear giant Clarks has said it is looking into “tweaking” its offer of free returns on purchases across Europe.

Speaking at Drapers Digital Forum in London today, head of ecommerce Dave Elston said Clarks was reviewing its current strategy to bring down costs.

“We offer free delivery across the Europe but we’re looking at tweaking that model to help [ease costs],” he said.

Clarks’ current rate of returns is 20% across the UK and 30% in Europe. Elston said: “Germany is our biggest market after the UK and German customers return a lot. That adds costs to the business, particularly when we are shipping them back to the UK.”

John Bovill, IT and ecommerce director at Monsoon and Accessorize, which also offers free returns to shoppers, agreed the cost of the service was a challenge for businesses.

“Customers have been conditioned to expect free returns so you have to have it buit into your strategy. That being said, if we were to invent it now I believe we would think twice about introducing it.”

Readers' comments (1)

  • There are solutions available that reduce returns to less than 10%. Retailers just need to identify the startup that can deliver it.

    (Hint hint).

    Unsuitable or offensive? Report this comment

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