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The returns market will grow by 50.1% to £5.2bn in 2020, equating to 8.3% of the
Clothing & footwear accounted for 61.3% of the online returns market in 2015,
and is forecast to grow by 64.5% in the five years to 2020 - the strongest
growth across all sectors.
Larger parcels dominate the online returns market, accounting for 61.3% of the
market in 2015, driven by clothing & footwear and electricals
- The returns market will grow by 50.1% to £5.2bn in 2020, equating to 8.3% of
the online market.
- The penetration of consumers who have returned goods in 2014 is dominated by
clothing & footwear at 33.9%, with the next nearest sector at 15.7% (food &
grocery gifting). This is a function of being the most shopped category online,
as well as higher levels of dissatisfaction when receiving products due to fit,
sizing and fabric quality.
- The mix of methods to return online bought goods and the array of motivating
factors differs as a function of infrastructure and the nature of products in
- Clothing & footwear, stands apart from other sectors with fit and returning
excess products (34.0% and 10.9%) strong motivating factors. The sector is also
more likely to see consumers utilise novel returning methods such as collection
points (13.4%) - aided by retailer investment and the portability of the goods
Returns in clothing & footwear are significantly higher than in any other sector
- at £2.1bn in 2015 - over three times the size of the next largest sector,
electricals. We forecast clothing & footwear returns to reach £3.5bn in 2020,
achieving the highest growth across all sectors. With shoppers often buying
across many different brands, the issue of fit and sizing is the key reason for
customer returns in clothing & footwear. Despite retailer investment in offering
more sizing information and improving product images and video catwalks, it is
still difficult for retailers to accurately convey quality, look and fit online.
The use of virtual fitting room technology by providers such as Virtusize can
offer shoppers the support and confidence they need to make purchases.
Reasons To Buy
- Utilize expert insight and detailed data on online returns using consumer
research to help form effective growth strategies surrounding this dimension of
- Includes detailed forecasts to 2020 on the value of online returns, how they
are made and size of parcels.
- Identifies hot issues and trends in this market.
- Detailed breakdown on how people make returns by sector.
- Understand the driving forces behind consumers making online returns
Table of Contents
The hot issues
What people return
How people return
Why people return