Will Zara’s New Returns Policy Leave Them Counting the Cost?

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Since the start of May, much-loved fashion retailer Zara has begun charging its customers £1.95 to return items in the UK. Zara isn’t the first brand to take this path. Fellow fast-fashion retailers Uniqlo, Sports Direct and Next have also started charging customers for returns.

But is this the right approach? What impact will it have on their customer experience? And will charging for returns ultimately lead to Zara (and other retailers) counting the cost when it comes to customer acquisition and retention?

Download our eBook to learn

  • What Zara’s new returns policy means for their customer experience
  • How understanding customers can help eliminate the risk of spiralling returns
  • Why you should consider other options before charging customers
  • Why a unified view of your customers is key to solving returns issues