E-commerce Delivery Compass - 2021/2022 The latest European insights to turn e-commerce logistics into your competitive advantage - Sendcloud
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2021/2022 E-commerce Delivery Compass — The latest European insights to turn e-commerce logistics into your competitive advantage
Introduction Introduction
About the study
Study design E-commerce is one of the fastest-growing and most Online retailers need to understand what consumers want
Consumer characteristics important industries in the world. This was even before if they hope for success. While that seems simple enough,
Key insights: expectation vs. reality the period of hyper-growth caused by the pandemic. This paying attention to all the latest shipping trends and knowing
hyper-growth created a steep rise in parcel volumes. Which exactly what a consumer wants takes an extraordinary
Study findings not only changed how delivery companies think about amount of time.
Part 1: Checkout e-commerce logistics but also how European consumers
Part 2: Shipping & Delivery view delivery in general. But, fear not. We’ve got your back. This report provides you
Part 3: Tracking with in-depth insights into the expectations of European
Part 4: Returns At a time when delivery companies are having to innovate consumers regarding shipping. We unravel the secrets of
Part 5: Cross-border shipping their methods of shipment and distribution of parcels, e-commerce logistics and explore the differences between
Part 6: The future of e-commerce online shoppers have acquired new behaviours and countries and even generations.
new expectations. This gives independent retailers an
Market guide & profiles opportunity like never before.
The United Kingdom
The Netherlands Let’s be honest. Logistics isn’t the most exciting part of an
Belgium e-commerce business. However, it’s in the spotlight. Yes,
Germany the pandemic brought unprecedented growth and a record
Austria holiday season in terms of sales but there were also huge
France disruptions and challenges to overcome.
Spain
Italy
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
2
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national study
Introduction Study design
About the study
Study design
This report is the result of a cross-national study conducted In order to better compare the generations
Consumer characteristics
by Sendcloud in cooperation with Nielsen in May 2021. A total in the study findings, a division is made into
Key insights: expectation vs. reality
of 7,873 consumers contributed. From the United Kingdom the following age groups: Generation Z (18 to
(1,003), Germany (1,002), the Netherlands (1,002), France 24 years old), Millennials (25 to 40 years old),
Study findings
(1,001), Italy (1,001), Belgium (1,001), Spain (1,000) and Austria Generation X (41 to 56 years old), and Baby
Part 1: Checkout
(863). boomers (57 to 65 years old).
Part 2: Shipping & Delivery
Part 3: Tracking
All respondents are online shoppers who ordered at least The data has been collected through a 15-minute
Part 4: Returns
1 product online in the past 3 months, are either male or online survey consisting of 42 questions and
Part 5: Cross-border shipping
female, and are aged 18 to 65 years old. The online purchase statements. The European data was weighted
Part 6: The future of e-commerce
of services such as tickets, digital downloads, and holidays based on population size per country to
was excluded from the research. reflect the right proportion of European online
Market guide & profiles
The United Kingdom
The Netherlands
Sample sizes Age Gender
Belgium
Germany
18 - 29 16% 51%
Austria
France
30 - 39 21% 49%
Spain
Italy 1,003 1,002 1,002 1,001
40 - 49 20%
Conclusion
50 - 59 26%
Review
Tips & Tricks 1,001 1,001 1,000 863
60 - 65 17%
About Sendcloud & Nielsen Female Male
3
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national study
Introduction Consumer characteristics
About the study
Study design What are online shopping behaviours that are Where do you order online products?
Consumer characteristics becoming the “new normal” after more than 1.5 Multiple responses allowed
Key insights: expectation vs. reality years of a global pandemic? Let’s take a look at
Europeans’ most preferred shopping channels, the Marketplaces 90%
Study findings frequency of online purchases, the most frequently
Website online retailer 68%
Part 1: Checkout ordered product category and the average value
Part 2: Shipping & Delivery spent for the last product purchased online. Social media 20%
Part 3: Tracking
European consumers shop online almost twice
Part 4: Returns
a month, most often on marketplaces such as
Part 5: Cross-border shipping In which product category did you order
Amazon and eBay, spending an average of €110.30,
Part 6: The future of e-commerce most often in the past 12 months?
mostly in the Fashion & Accessories category.
Market guide & profiles Electronics 15%
The United Kingdom
On average, how often do you Fashion & Accessories 29%
The Netherlands
order products online?
Belgium Food & Drinks 9%
Germany
Once a week or more 18% Health & Care 10%
Austria
France Once every 2 weeks 28% Home & Gardening 10%
Spain
Once every month 30% Pet supplies 4%
Italy
Once every 2 months 10% Sports 4%
Conclusion
Once every 3 months 6% Toys, Books & Games 12%
Review
Tips & Tricks Less often 7% Other 7%
About Sendcloud & Nielsen 1.7 times per month on average
4
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national study
Introduction How much did you spend on the last
product you ordered online?
About the study
Study design 0 to 10 euros 8%
Consumer characteristics
11 to 50 euros 45%
Key insights: expectation vs. reality
51 to 100 euros 25%
Study findings
101 to 150 euros 8%
Part 1: Checkout
Part 2: Shipping & Delivery 151 to 200 euros 5%
Part 3: Tracking
201 to 300 euros 3%
Part 4: Returns
Part 5: Cross-border shipping 301 to 400 euros 1%
Part 6: The future of e-commerce
401 to 500 euros 1%
Market guide & profiles 501 to 1000 euros 1%
The United Kingdom
More than 1000 euros 0%
The Netherlands
Belgium I don’t remember 2%
Germany
Austria
€110.30 per product
France
Spain
Italy
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
5
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national study
Introduction Key insights: expectations vs. reality
About the study
Study design Let’s have a look at the key insights of European consumer’s Free shipping: curse or blessing?
Consumer characteristics needs and expectations when it comes to e-commerce
Key insights: expectation vs. reality logistics. Plus, how the current behaviour of online retailers Consumers have been fortunate in recent years when it
reveal the discrepancy between consumer’s expectations comes to shipping costs. For a long time, free shipping was
Study findings and the reality of what retailers offer. the standard. However, more e-commerce giants are saying
Part 1: Checkout goodbye to free shipping. Major names such as ASOS,
Part 2: Shipping & Delivery Amazon and Zalando have all introduced a free shipping
Part 3: Tracking In order to reveal the retailers’ reality, a survey threshold in recent years. But what do consumers think
Part 4: Returns among online retailers that use Sendcloud has been about this? And how do online retailers respond?
Part 5: Cross-border shipping conducted to show the other side of the coin. 1,723
Part 6: The future of e-commerce online retailers in the Netherlands, Belgium, Consumers’ expectations
Germany, Austria, France, Italy, the United
68% abandons their shopping cart when confronted with
Market guide & profiles Kingdom, and Spain have participated to
shipping costs that are deemed too high during checkout.
The United Kingdom get a better understanding of online
While 40% is not willing to pay for shipping at all when the
The Netherlands retailers throughout Europe.
order value exceeds €150.
Belgium
Germany
Retailers’ reality
Austria
France Only 23% of e-commerce stores generally offer free
Spain shipping. With 7% only for certain products and 46% above a
Italy certain order value. Introducing a threshold for the masses
could provide a long-term solution for online retailers.
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
6
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national study
Introduction Expected delivery times Multi-carrier shipping and delivery flexibility
About the study Due to the rise in parcel volumes, many consumers faced In the not-so-distant past, online retailers often settled for
Study design delays during the pandemic. Delivery companies couldn’t one delivery company. However, we are increasingly seeing
Consumer characteristics handle the parcel volumes which meant delivery times online stores offering a mix of delivery companies with
Key insights: expectation vs. reality increased. How patient are consumers today? And how are different shipping methods. Zalando for example works
delivery times communicated by online retailers? with Budbee for flexible delivery in addition to DHL and
Study findings DPD. A multi-carrier strategy can help save costs, but more
Part 1: Checkout Consumers’ expectations importantly, is a great way to boost conversions.
Part 2: Shipping & Delivery
Almost every second, a European consumer abandons their
Part 3: Tracking Consumers’ expectations
shopping cart when the estimated delivery time is unknown
Part 4: Returns
or too slow. If standard delivery is selected, consumers One of the reasons European consumers choose one online
Part 5: Cross-border shipping
expect to have their order delivered in about 3 days, while store over another is flexible delivery options (71%). The
Part 6: The future of e-commerce
the maximum amount of days they are willing to wait is most preferred options are standard home delivery (57%),
close to 5. nominated day delivery (39%), and next day delivery (35%).
Market guide & profiles
The United Kingdom
Retailers’ reality Retailers’ reality
The Netherlands
Belgium Only 20% says they provide information about the The top 3 most offered shipping methods by online retailers
Germany expected delivery time during checkout. They mostly are standard home delivery (59%), service point delivery
Austria communicate about it on product pages (36%). Shoppers (36%) and nominated day delivery (35%). Online retailers still
France are patient with delivery times and value clear and have a lot of room for improvement, especially in the area of
Spain transparent communication from retailers. Therefore it is flexible delivery options.
Italy time to become proactive and be upfront about delivery
expectations.
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
7
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national study
Introduction Track & Trace of shipments Handling of returns
About the study Waiting ages for an order that ends up being delayed is How easily do consumers want to be able to return
Study design fun for no one. With more consumers ordering online, it’s products? What is most important to them? And how do
Consumer characteristics important to keep them informed about the shipping status. online retailers currently handle the return process?
Key insights: expectation vs. reality You don’t want shoppers waiting for nothing. But how
important is shipment tracking to the consumer really? Consumers’ expectations
Study findings
52% of European consumers return a product if not satisfied.
Part 1: Checkout Consumers’ expectations
More than half always check the return policy before they
Part 2: Shipping & Delivery
20% would not re-order at an online store at all if the decide to buy a product from an online store.
Part 3: Tracking
possibility to track the shipment is not available or limited.
Part 4: Returns
The majority (72%) expects to receive updates via email. Retailers’ reality
Part 5: Cross-border shipping
Part 6: The future of e-commerce An increasing number of online retailers offer digital return
Retailers’ reality
solutions, so consumers can arrange the return themselves.
Market guide & profiles Only 16% of online retailers indicate that automated track Next to that, some create return labels manually when they
The United Kingdom & trace notifications and a branded tracking page are very receive a return notification. And, although being one of
The Netherlands important to them. The tracking part is still an underutilised the easiest consumer-friendly ways to offer returns, almost
Belgium opportunity for online retailers to increase customer loyalty, none add a return label directly to the box when packing an
Germany considering that tracking emails have a higher open rate order. Surprisingly, 3 out of 10 online retailers state that they
Austria than any newsletter can ever achieve. hardly receive any returns at all.
France
Spain
Italy
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
8
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national study
Introduction Green delivery and environmental impact
About the study The member states of the European Union have agreed
Study design in the Green Deal to reduce emissions by at least 55%
Consumer characteristics by the end of 2030 compared to 1990. This also has an
Key insights: expectation vs. reality impact on the field of e-commerce logistics. Therefore, you
might wonder: how important is sustainable delivery for
Study findings consumers? And are online retailers offering green delivery
Part 1: Checkout options in their checkout?
Part 2: Shipping & Delivery
Part 3: Tracking Consumers’ expectations
Part 4: Returns
More than half of online shoppers say they are concerned
Part 5: Cross-border shipping
that the rise of e-commerce is a problem for the
Part 6: The future of e-commerce
environment and 52% claim to choose to purchase from one
online store over another if its environmental impact of the
Market guide & profiles
delivery is lower. Nevertheless, the majority is not willing to
The United Kingdom
pay more for CO2-neutral delivery.
The Netherlands
Belgium
Retailers’ reality
Germany
Austria Less than 1% is currently offering green delivery options
France in their checkout. Potential explanations could be that the
Spain environment is not yet a big concern for them. Or that
Italy delivery companies do not offer additional green delivery
services. So there are big wins still to achieve in terms of
Conclusion environmental awareness in the world of e-commerce
Review logistics.
Tips & Tricks
About Sendcloud & Nielsen
9
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national study
Study findings —
Part 1 Checkout — The checkout process in e-commerce is one of the crucial success factors for online retailers. And yet, this is when many online stores lose a large number of their customers. There are plenty of shipping-related preferences, wants, and needs for a checkout that drives conversion.
Introduction High shipping costs still a deterrent
About the study
Study design Europeans are very price-sensitive customers when it Of all reasons stated below, choose the shipping-
Consumer characteristics comes to online shopping - a nightmare for any online related reasons to stop purchasing a product that
Key insights: expectation vs. reality retailer. This is largely due to how easy it is to compare was initially added to your shopping basket?
multiple sellers in just a few clicks. It might not be a big Multiple responses allowed
Study findings surprise that once again this year high shipping costs in the
Part 1: Checkout checkout will scare off European consumers most.
Part 2: Shipping & Delivery
Stated shipping
Part 3: Tracking It’s important to take into account that slow delivery, lack of
costs are too high
Part 4: Returns the preferred delivery methods, and a bad experience with
Part 5: Cross-border shipping the delivery company offered also have a negative effect on
Part 6: The future of e-commerce the e-commerce conversion rates. Estimated delivery 68%
time is too slow
Market guide & profiles
The United Kingdom Past bad experience
The Netherlands
44% with offered delivery
Belgium 78% When comparing online shoppers company
68%
Germany 58% per country, consumers from France
are most prone to cancel an order
Austria
20%
France because of too high shipping costs
Spain stated in the checkout, while Spanish
Italy consumers bring up the rear for this.
Less popular reasons:
Conclusion
18% Preferred delivery method unavailable
Review
Tips & Tricks 11% Preferred delivery company not available
8% Green (CO2-neutral) delivery not available
About Sendcloud & Nielsen
10% Other reason
12
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Acceptable shipping costs depend on the order value
About the study
Study design Two-thirds of consumers abandon their shopping cart when
Consumer characteristics confronted with shipping costs during checkout that are
Key insights: expectation vs. reality deemed too high. But what exactly is “too high” and what is
Study findings
Part 1: Checkout When you spend 15, 50, or 150 euros on an order from your Surprisingly, the average shipping costs consumers
Part 2: Shipping & Delivery country of residence, what are the maximum shipping are willing to pay decreased drastically compared to
Part 3: Tracking costs you are willing to pay for next-day delivery? 2020 for all order values:
Part 4: Returns
Part 5: Cross-border shipping € 15 € 50 € 150 € 15 € 50 € 150
€ 4.20 € 4.80 € 6.20
Part 6: The future of e-commerce € 3.40 € 4.10 € 5.20
Market guide & profiles
Source: Sendcloud E-commerce Delivery Compass 2020/2021
The United Kingdom
The maximum shipping costs that European consumers are
The Netherlands
willing to pay for next-day delivery depends on the amount
Belgium
of money spent on an order. The more expensive the order,
Germany
the more shoppers are willing to pay for delivery.
Austria
France
In this context:
Spain
Italy
40% of online shoppers are not
Conclusion
willing to pay for shipping at all when
Review
the order value exceeds € 150
Tips & Tricks
About Sendcloud & Nielsen
13
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Home gardeners and sportspersons most generous
When comparing individual product categories, two of
About the study
them stand out in particular and lift the general average
Study design
significantly: Sports and Home & Gardening.
Consumer characteristics
Key insights: expectation vs. reality
Sports:
Study findings € 15 € 50 € 150 It is noteworthy that especially in the Sports
Part 1: Checkout € 3.40 € 4.90 € 6.80 category, the average shipping costs that online
Part 2: Shipping & Delivery shoppers are willing to pay for an order value of €150
Part 3: Tracking is a whopping €6.80, €1.60 above the pan-European
Part 4: Returns average and the highest among all product categories
Home & Gardening:
Part 5: Cross-border shipping and corresponding order values.
Part 6: The future of e-commerce € 15 € 50 € 150
€ 3.60 € 4.70 € 5.80
Market guide & profiles
The United Kingdom
The Netherlands
Belgium
Germany
Austria
France
Spain
Italy
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
14
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction The good news is that 69% of European online shoppers
are likely to add another product to their shopping basket
About the study to reach a free shipping threshold. Adding a free shipping
Study design threshold is therefore key to shipping strategies in 2021 to
Consumer characteristics increase both sales and conversions.
Key insights: expectation vs. reality
Study findings How likely are you to add another product to your shopping basket to reach a free shipping threshold?
Part 1: Checkout On a scale from 1 ‘Very likely’ to 5 ‘Not likely at all’
Part 2: Shipping & Delivery
Part 3: Tracking 24% 45% 18% 10% 3%
Part 4: Returns
Very likely Not likely at all
Part 5: Cross-border shipping
Part 6: The future of e-commerce
Market guide & profiles
The United Kingdom When comparing online shoppers per country, Spanish (73%)
The Netherlands and Italian (78%) consumers are most likely to add another
Belgium
Germany
product to their order to reach the free shipping threshold,
while German (61%) and Dutch (60%) consumers bring up the
60% 69% 78%
Austria rear for this.
France
Spain
Italy
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
15
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Is delivery running out of time?
About the study
Study design Almost one half of European consumers abandon their Dutch consumers have the highest expectations when it
Consumer characteristics shopping cart when the estimated delivery time is unknown comes to the delivery time of their order, while shoppers
Key insights: expectation vs. reality or too slow. But what exactly is “too slow”? from Austria are the most patient.
Study findings If standard delivery is selected, European consumers expect When it comes to delivery times, the highest flexibility can
Part 1: Checkout to have their order delivered in 3 days, while the maximum be found within the Fashion & Accessories, Toys &
Part 2: Shipping & Delivery amount of days they’re willing to wait is close to 5 days. Books & Games and Home & Gardening categories. A
Part 3: Tracking possible reason might be that these are not products that
Part 4: Returns When an online store states Standard Shipping you need immediately, whereas this is different for Food
Part 5: Cross-border shipping as their main delivery option, how long do & Drinks, for example, for which online shoppers are least
Part 6: The future of e-commerce you consider this service to take? willing to wait.
Market guide & profiles 1 day 4%
The United Kingdom Average expected maximum delivery times
2 to 3 days 58%
The Netherlands
Belgium 4 to 5 days 33%
Germany
longer than 5 days 5%
Austria
France 4.2 4.7 5.3
Spain What is the maximum amount of days you want to days days days
Italy wait for an online purchase to be delivered?
Conclusion 1 day 2%
Review
2 to 3 days 22%
Tips & Tricks
4 to 5 days 32% 4.4
days
4.7
days
4.9
days
About Sendcloud & Nielsen
longer than 5 days 31%
16
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction High expectations for cut-off times
About the study
Study design As seen before, the expected time for standard delivery is What is the latest time you expect to be able to order to
Consumer characteristics not as fast as consumers would like, but it does depend on still be eligible for next-day delivery and for same-day
Key insights: expectation vs. reality how quickly their products are ready to go. So, what are the delivery?
expectations for cut-off times when the delivery method
Study findings offered is either next-day or even same-day delivery? 6%
10:00
Part 1: Checkout 32%
Part 2: Shipping & Delivery Online retailers are continually prolonging their cut-off times
Part 3: Tracking to increase their conversion rates, up to the point where it 17%
12:00
Part 4: Returns does not even seem to be a luxury anymore. Larger online 22%
Part 5: Cross-border shipping stores offering next-day delivery is pretty standard these 17%
14:00
Part 6: The future of e-commerce days and even same-day delivery is getting increasingly 11%
common in major metropolitan areas like London, Paris, and
Market guide & profiles Berlin. 18%
16:00
The United Kingdom 8%
The Netherlands 18%
18:00
Belgium 10%
Germany
Austria
15%
20:00
France
11%
Spain 6%
22:00
Italy 6%
Conclusion
3% Next day delivery
23:59
Review
0% Same day delivery
Tips & Tricks
About Sendcloud & Nielsen
17
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction On average, consumers in Europe believe that orders made
just after 4pm should still be eligible for next-day delivery,
About the study while for same-day delivery this is shortly before 2pm.
Study design
Consumer characteristics
Key insights: expectation vs. reality Average expected cut-off times for next-day delivery
Expectations vary greatly throughout Europe though.
Study findings Expected ordering time for next-day delivery
Part 1: Checkout is latest in the Netherlands with 7pm and
Part 2: Shipping & Delivery earliest in France ( just before 3pm), while
Part 3: Tracking the expected ordering time for same-
Part 4: Returns day delivery is latest in Italy and Spain
Part 5: Cross-border shipping (4pm) and earliest in France (12pm).
Average expected cut-off times for same-day delivery
Part 6: The future of e-commerce
Market guide & profiles
The United Kingdom
The Netherlands
Belgium
Germany
Austria
France
Spain
Italy
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
18
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Flexible delivery methods matter
About the study
Study design We have seen before that almost every fifth European What delivery methods would you like to choose from
Consumer characteristics consumer (18%) abandons its shopping cart during the in a checkout when ordering products online?
Key insights: expectation vs. reality checkout process when the preferred delivery method Multiple responses allowed
is unavailable. Let’s take a look at European consumers’
Standard home delivery
Study findings preferred delivery methods for online orders.
Part 1: Checkout 57%
Part 2: Shipping & Delivery Nominated day delivery
Part 3: Tracking 39%
Especially popular shipping options across Europe
Part 4: Returns
Next-day delivery
Part 5: Cross-border shipping Standard home delivery in German and the UK
Part 6: The future of e-commerce Next-day delivery in the Netherlands and UK 35%
Mailbox delivery in the Netherlands Pick up at a local store
Market guide & profiles Service point delivery in France 23%
The United Kingdom
Weekend delivery
The Netherlands
Belgium 22%
Major differences between boomers and millennials
Germany Same-day delivery or evening delivery
Austria It is interesting to note that delivery method 19%
France preferences vary greatly between generations,
Service point delivery or CO2-neutral delivery
Spain especially between boomers and millennials. While
Italy two-third of Boomers prefer standard home 16%
delivery, only 51% of Millennials do this too - as Mailbox delivery or parcel locker delivery
Conclusion flexible delivery methods like weekend delivery, same- 15%
Review day delivery and evening delivery are significantly
Delivery on Sunday
Tips & Tricks more popular among millennials than boomers.
14%
About Sendcloud & Nielsen
19
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction The product category influences the preference
Keep in mind...
Interesting to note is that even if standard home delivery
About the study
is the most preferred delivery method across all product Using a single delivery method with high shipping
Study design
categories, there are delivery methods for certain product costs can be problematic. The only thing you could
Consumer characteristics
categories which are significantly higher preferred by “win” from this is basket abandonment. The solution is
Key insights: expectation vs. reality
European online shoppers. quite simple: offer different methods of delivering your
products in order to keep up sales and develop them
Study findings
While weekend and evening delivery has a relatively high even further than they are now, It is not necessary for
Part 1: Checkout
share in the Fashion & Accessories and Food & Drinks every type of product or service that exists - the most
Part 2: Shipping & Delivery
category, parcel locker delivery has a significantly higher important part is adapting it to local preferences so
Part 3: Tracking
share of 21% within the Electronics category. customers get what best suits their needs as well as
Part 4: Returns
matching the types of items sold online.
Part 5: Cross-border shipping
Part 6: The future of e-commerce
What delivery methods would you like to choose from
Market guide & profiles
in a checkout when ordering products online?
The United Kingdom
Multiple responses allowed
The Netherlands
Belgium
Germany Standard home 56% 52% 61% 51% 59% 61% 63%
delivery
Austria
Nominated day delivery 41% 38% 42% 31% 40% 40% 47%
France
Spain Next-day delivery 37% 38% 36% 32% 33% 35% 36%
Italy
Weekend delivery 24% 23% 25% 18% 20% 20% 22%
Conclusion Evening delivery 21% 20% 25% 16% 13% 17% 18%
Review
Parcel locker delivery 14% 21% 13% 14% 14% 14% 14%
Tips & Tricks
About Sendcloud & Nielsen
20
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyPart 2 Shipping & Delivery — Shipping can be a hassle for consumers. But it’s also an opportunity for your business to set itself apart. Every delivery company has its own strengths. Give online shoppers a choice of delivery flexibility with different delivery methods, prices and services so they have the perfect option according to their need or budget. Almost one in two European consumers have clear preferences when choosing a delivery company based on its services offered. Let’s dive into the factors that are important to take into account when it comes to shipping & delivery.
Introduction Turn delivery aspects to your competitive advantage
About the study
Study design As we now know, shipping is often a reason consumers
Consumer characteristics leave the checkout. But what is most important when it When comparing online shoppers per country,
Key insights: expectation vs. reality comes to product delivery? Assuming there are two online Italian and Spanish consumers most
stores selling the exact same product for the same price, strongly agree with cost, speed of delivery
Study findings the following delivery aspects are the ones that influence a and past delivery experience as the
Part 1: Checkout European consumer’s purchase decision. main reasons for choosing a particular
Part 2: Shipping & Delivery online store over another.
Part 3: Tracking The main reasons are delivery costs (91%), speed of delivery
Part 4: Returns (78%), and the delivery experience in the past (77%).
Part 5: Cross-border shipping
Part 6: The future of e-commerce
Market guide & profiles
How important are the following aspects to choose to purchase from one online store over another?
The United Kingdom
On a scale from 1 ‘Very important’ to 5 ‘Not important at all’
The Netherlands
Belgium
Costs of delivery 56% 34% 9%
Germany
Austria
Speed of delivery 31% 47% 18% 3
France
Spain
Delivery experience in the past 29% 48% 19% 3
Italy
Flexibility in delivery options 25% 46% 22% 5% 2
Conclusion
Review
Flexibility to change delivery timeslot 19% 38% 28% 11% 4%
Tips & Tricks
Environmental impact of delivery 16% 36% 33% 8% 7%
About Sendcloud & Nielsen
Flexibility to change delivery address 18% 33% 28% 14% 7%
Very important Not important at all
22
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Speed of delivery as a premium service
About the study
Study design European consumers mention speed of delivery as one of
Consumer characteristics the most important factors when shopping online. But to Rrrrrápido!
Key insights: expectation vs. reality what extent do these preferences exist and what exactly
Of all countries surveyed, it is Spanish
matters when it comes to speed of delivery?
consumers who generally consider
Study findings
delivery times to be the most
Part 1: Checkout Across all countries, the ability to choose the time frame of
important factor.
Part 2: Shipping & Delivery delivery (76%) is considered most relevant. While changing
Part 3: Tracking the delivery time when the parcel is already on its way (57%)
Part 4: Returns is of least importance.
Part 5: Cross-border shipping Millennials are most demanding when
Part 6: The future of e-commerce it comes to premium service
To what extent do you agree with the following statements?
One generation in particular stands out when it comes
Market guide & profiles On a scale from 1 ‘Completely agree’ to 5 ‘Completely disagree’
to premium services: millennials. 66% of Millennials
The United Kingdom
want to be able to change the delivery time when the
The Netherlands I want to be able to select a time frame for my delivery
package is already on its way, and 59% want to have
Belgium
30% 46% 18% 4 the flexibility to change the delivery address - even
Germany
after the product has been shipped. Millennials also
Austria
I want to be able to choose the prefer to have their delivery status at their fingertips:
France
exact day of my delivery 72% would like to manage all incoming orders through
Spain
an app, while only 45% of Boomers have a need for
Italy 29% 42% 22% 5
this.
Conclusion I want to be able to change the delivery time
Review of my parcel when it’s already on its way
Tips & Tricks
19% 38% 27% 12% 4
About Sendcloud & Nielsen Completely agree Completely disagree
23
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Preference for delivery companies
About the study
Study design Does it matter to European online shoppers which company How strong is your preference for a specific
Consumer characteristics delivers their order? For most it doesn’t, but 40% do have delivery company to deliver your product?
Key insights: expectation vs. reality a preference when it comes to the delivery company. In
2020, for almost half of European online shoppers (47%), 11% 29% 42% 10% 8%
Study findings the delivery companies offered by an online store had an
Very strong Not strong at all
Part 1: Checkout influence on the purchase decision.
Part 2: Shipping & Delivery
Part 3: Tracking It’s interesting to note that with a share of 46%, consumers
Part 4: Returns who mainly order in the Electronics category show
Part 5: Cross-border shipping a significantly higher preference for a specific delivery
Part 6: The future of e-commerce company. One possible reason for this could be the higher
51% 40% 32%
order values spent for electronics with an average amount
Market guide & profiles of €154 on the last product (compared to the pan-European
The United Kingdom average amount of €110.30 spent on the last product).
The Netherlands
Belgium
Other countries, other customs - that also goes for
Germany
preferences for delivery companies. While the
Austria Generation Z and millennials are
preference for a specific delivery company
France the pickiest consumers
is the lowest in France, Spanish shoppers
Spain
While 46% of Generation Z and 50% of Millennials have the highest preference for a
Italy
have a preference when it comes to the delivery delivery company.
company, only 30% of Boomers are influenced by
Conclusion
the delivery companies offered.
Review
Tips & Tricks
About Sendcloud & Nielsen
24
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Most preferred delivery companies throughout Europe
4 out of 10 European consumers have a strong preference
About the study
for a specific delivery company. When shoppers have to
Study design
choose one favourite delivery company, they prefer their
Consumer characteristics
parcels to be delivered by their national postal service.
Key insights: expectation vs. reality
Interesting to note is that subsidiaries of DPD are among the
Study findings
top 3 preferred delivery companies in the Netherlands, the
Part 1: Checkout
United Kingdom and Austria.
Part 2: Shipping & Delivery
Part 3: Tracking
Part 4: Returns
Part 5: Cross-border shipping
Part 6: The future of e-commerce
Market guide & profiles
The United Kingdom
The Netherlands
Belgium
Germany
Austria
France
Spain
Italy
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
Preferred delivery companies throughout Europe
25
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Delivery companies have the greater responsibility
It’s no surprise that European consumers favour certain Country-specific preferences can also be seen in this
About the study
delivery companies. In the context of lost or damaged point. German consumers assign significantly higher
Study design
packages, half of European online shoppers blame responsibility to the delivery company, while British
Consumer characteristics
both the online shop and the delivery company. When consumers blame the delivery company only slightly
Key insights: expectation vs. reality
viewed separately, delivery companies bear the greater more.
responsibility for a quarter of consumers.
Study findings
Part 1: Checkout
Part 2: Shipping & Delivery Imagine you order a product online and the package is
Part 3: Tracking damaged or you did not receive the package at all. Who
Part 4: Returns do you believe should take responsibility for that?
Carrier Who is more responsible? Shop
Part 5: Cross-border shipping
1. Both the online shop and the delivery company
Part 6: The future of e-commerce
50%
Market guide & profiles 2. The delivery company
The United Kingdom 25%
The Netherlands
3. The online shop
Belgium
Germany
23%
Austria
France
Spain
Italy
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
26
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyPart 3 Tracking — It’s clear that consumers want to know where their order is once it’s been processed. This provides opportunities for online retailers to increase customer satisfaction and repeat purchases by being proactive with communications during all stages of an order’s progress. From processing through delivery in a creative way while keeping a realistic outlook on how long delivery may take for each delivery company (and incorporating limitations). What do most consumers want when it comes to communicating about the status of their order? Let’s find out!
Introduction Tracking influences repeat purchase decision
About the study
Study design A bad experience with the delivery company is one of the
Consumer characteristics main reasons for European consumers to choose one online While for 29% of German consumers and for 24%
Key insights: expectation vs. reality store over another. The ability to track shipment plays a of French consumers shipment tracking is a
major role here. One-fifth of European consumers would not must-have to re-order at an online-store,
Study findings re-order at an online store at all if the possibility to track the Spanish (14%) and British consumers
Part 1: Checkout shipment is not available or limited. (11%) significantly bring up the rear here.
Part 2: Shipping & Delivery
Part 3: Tracking Interesting to note is that these consumers would only
Part 4: Returns re-order at an online store with limited tracking if it offers Top 5 product categories where European consumers
Part 5: Cross-border shipping unique products or better prices than its competitors. Once see shipment tracking as a must-have to re-order
Part 6: The future of e-commerce again, price is the most important factor when it comes to In descending order
decision making.
Market guide & profiles Pet supplies
The United Kingdom
The Netherlands
Would you re-order at an online store if the possibility Fashion & Accessories
Belgium
to track the shipment is not available/limited?
Germany
Austria Yes I would, I don’t care much about tracking my shipment Health & Care
France
19%
Spain
Yes I would, if the store offers unique products Electronics
Italy
28%
Conclusion Yes I would, if the store offers better prices than its competitors Home & Gardening
Review
32%
Tips & Tricks
No I wouldn’t, being able to track my shipments is important to me
About Sendcloud & Nielsen 20%
28
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction The right message through the right channel
About the study
Study design Tracking updates are an important part of the customer How do you want to receive updates
Consumer characteristics experience, so it is no surprise that European consumers about the status of your order?
Key insights: expectation vs. reality like being updated about the delivery status of their orders. Multiple responses allowed
There is still much to gain for online retailers in this area
1. Email
Study findings as tracking updates are often being very standard and
Part 1: Checkout impersonal nowadays. This is a shame as this is exactly 72%
Part 2: Shipping & Delivery when consumers are most engaged with their orders! 2. SMS
Part 3: Tracking 44%
Part 4: Returns Most preferred communication channels
3. WhatsApp
Part 5: Cross-border shipping
European consumers expect to receive tracking updates 21%
Part 6: The future of e-commerce
mainly via email (72%). SMS (44%) is a good second service
4. Carrier tracking app
to offer, followed by carrier tracking apps (28%) and
Market guide & profiles 28%
WhatsApp (21%).
The United Kingdom
5. Facebook Messenger
The Netherlands
Belgium 5%
Germany 6. Telegram
When comparing online shoppers per country, email
Austria 3%
as the tracking channel has the highest share for
France
consumers from Germany (79%) and from the
Spain
Netherlands (79%). SMS plays a relatively
Italy
important role for 71% of French consumers,
while WhatsApp is significantly more
Conclusion
relevant for 41% of Spanish and 37% of
Review
Italian consumers.
Tips & Tricks
About Sendcloud & Nielsen
29
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Increasing interest in tracking apps
28% of all European consumers want to receive updates
About the study
about the status of their order via a tracking app from the
Study design
carrier. This has slightly increased compared to 2020 (24%).
Consumer characteristics
Key insights: expectation vs. reality
Overall, a growing interest in tracking apps can be seen. 60%
of European online shoppers say that they’d be interested in The greatest interest in single tracking
Study findings
using a single app on their smartphone to keep track of all applications is in Italy (68%), followed by Spain
Part 1: Checkout
their parcels from different delivery companies. (68%), Belgium (65%) and the United
Part 2: Shipping & Delivery
Kingdom (63%).
Part 3: Tracking
Part 4: Returns
Part 5: Cross-border shipping
Part 6: The future of e-commerce
How interested would you be in using a single app on your smartphone to keep track of all your
parcels from different delivery companies? On a scale from 1 ‘Very interested’ to 5 ‘Not interested at all’
Market guide & profiles
The United Kingdom
22% 38% 20% 11% 9%
The Netherlands
Belgium Very interested Not interested at all
Germany
Austria
France
Spain
Italy
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
30
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyPart 4 Returns — Returns are always a hassle. Whether they cost you time or money, the result is usually less-than-ideal for both online retailers and customers alike! But what about return policies? Is it worth making your policy more lenient to avoid losing potential sales from people returning goods that do not fit them right away? It pays off in one way: repeat purchases! Can your return policy really make a difference when it comes to conversion and repeat purchases? We’ve got the answers.
Introduction Europeans love to return
About the study
Study design If you want to make the process of returns as simple and
Consumer characteristics efficient as possible, it is important that one thing remains
It all depends on the assortment
Key insights: expectation vs. reality certain: returns are inevitable. The current state of returns
shows that over half of European online shoppers typically On average, the share of European consumers who
Study findings return a product if they are not satisfied. Almost a third only typically return products when not satisfied is 52%.
Part 1: Checkout return sometimes and 16% do not return a product at all But, there are major differences between the product
Part 2: Shipping & Delivery when dissatisfied. ranges. In the Fashion & Accessories category, the
Part 3: Tracking average return rate is significantly higher than the
Part 4: Returns Do you typically return a product when you are overall rate, while European online shoppers typically
Part 5: Cross-border shipping not satisfied with the product (quality)? return the least in Toys & Books & Games and
Part 6: The future of e-commerce Food & Drinks categories.
52% 32% 16%
Market guide & profiles
Yes, I typically return products Sometimes No
The United Kingdom
The Netherlands 58% 56% 55% 53%
Belgium
Germany
Austria
France
Spain 51% 48% 47% 43%
Italy
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
32
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction No surprise: Returns continue to be a big hassle for all parties
About the study
Study design As we have seen before, almost a third of European
Consumer characteristics consumers only sometimes return a product and 16% do
Key insights: expectation vs. reality not return a product at all when dissatisfied. The most A relatively high share of German
frequently cited reasons are that returns are too much of a shoppers (65%) typically return
Study findings hassle and the cost of returning is out of proportion to the a product if not satisfied. If not
Part 1: Checkout
Part 2: Shipping & Delivery
value of the product. 65% returning, the reasons are: a big
hassle (47%) and returning is more
Part 3: Tracking Why don’t you return your products? expensive than keeping the product
Part 4: Returns Multiple responses allowed (38%).
Part 5: Cross-border shipping
1. Returning is a big hassle to me
Part 6: The future of e-commerce
48% About 4 out of 10 French shoppers
(relatively lower share with 43%)
Market guide & profiles 2. Returning the product is more expensive than keeping it
typically return a product if not
43%
The United Kingdom 44% satisfied. If not returning, the main
The Netherlands
3. There is no possibility to return reason is that returning is more
Belgium
12% expensive than keeping the product
Germany
(highest share in Europe).
Austria 4. I tend to forget to return my product in time
France 10%
Spain About half of Spanish shoppers
Other or unknown reason
Italy typically return a product if not
21% satisfied. If not returning, the reasons
Conclusion
Review
49% are: a big hassle (51%) and returning
is more expensive than keeping the
Tips & Tricks Austrians are the most forgetful shoppers when it product (second highest share in
comes to returning a product on time, as almost one- Europe).
About Sendcloud & Nielsen fifth (17%) cite this as a reason not to return.
33
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Take responsibility over returns
About the study
Study design Who is responsible for returns? European online shoppers You think no one checks your return policy?
Consumer characteristics believe that online retailers (60%) are mainly responsible for
Like it or not, the facts do not lie: 52% of European
Key insights: expectation vs. reality arranging and paying for the return shipment of their order.
consumers always check the return policy before they
Only a fraction sees the responsibility in themselves (15%).
decide to buy a product from an online store.
Study findings
Part 1: Checkout Who do you think is mainly responsible for arranging
Do you check what conditions you can
Part 2: Shipping & Delivery and paying for the national return shipment?
return a product before buying it?
Part 3: Tracking
1. The online retailer (store)
Part 4: Returns
60% 52% 33% 15%
Part 5: Cross-border shipping
Part 6: The future of e-commerce 2. Both the online retailer and the customer Yes, I check the return policy Sometimes No
20%
Market guide & profiles
3. The customer
The United Kingdom
The Netherlands 14% In Italy, a massive 69% of online
69%
Belgium I don’t know shoppers always check the return
Germany 6% policy before ordering. Spain comes
Austria in second place with 65%.
France
Spain
Compared to the European average, a significantly
Italy
higher percentage of online shoppers in the Consumers from the UK seem to
43%
Netherlands (19%), the United Kingdom (19%), care less about the return policy, as
Conclusion
Germany (17%) and Austria (17%) consider only 43% indicate checking it before
Review
themselves responsible for arranging buying from an online store.
Tips & Tricks
and paying the return shipment.
About Sendcloud & Nielsen
34
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Key ingredients for a converting return policy
About the study
Study design More than half of European consumers check return policies What are the most important elements of
Consumer characteristics before placing an order. But what are the key elements they a return policy for an online store?
Key insights: expectation vs. reality want to find in the policies? Multiple responses allowed
1. Costs of the return
Study findings Consumers mainly want to be informed about:
Part 1: Checkout 67%
Part 2: Shipping & Delivery 2. Ready to use return label
Part 3: Tracking The cost of the return 59%
Part 4: Returns
3. When to expect the refund
Part 5: Cross-border shipping
How to return the product 46%
Part 6: The future of e-commerce
4. Return period (numbers of days, after delivery, to return the product)
Market guide & profiles When to expect the refund 43%
The United Kingdom
5. Being able to submit a return online
The Netherlands
How long the return period is 40%
Belgium
Germany 6. Contact details of the online store in case of any problems
Austria 37%
France
7. Tracking the status of a return shipment
Spain
Italy
36%
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
35
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction What to offer to keep customers coming back?
2 Free returns
Most online retailers already know that a good return policy
About the study
can stimulate repeat purchases, but what do consumers Free returns almost always increase purchases. It is up
Study design
really find important? to you to test if this results in a larger profit in the end. If
Consumer characteristics
you insist on letting consumers pay for returns, give them
Key insights: expectation vs. reality
a discount coupon for your online store with the value of
Study findings
1 Alternative refund options the return costs for their next order. Reduce the chance of
getting returns by paying extra attention to your product
Part 1: Checkout
The EU law for online returns states that refunding returns pages and carefully packaging orders.
Part 2: Shipping & Delivery
is allowed to take a maximum of 14 days after receiving a
Part 3: Tracking
return notification. However, 46% of consumers still want to
Part 4: Returns
Part 5: Cross-border shipping
know when to expect the refund before buying. In addition 3 Easy and fast return process
to the refund to be legally offered, providing online shoppers
Part 6: The future of e-commerce
an instant voucher as a “fast track” refund option for your It sounds logical and it is, but consumers find an easy to find
online store once you have received a return notification and clear return policy extremely important. However, many
Market guide & profiles
is a good strategy to keep your customers happy without online stores are already going wrong here, which is a pity,
The United Kingdom
making them wait too long for their refund, while increasing because 85% of consumers sometimes or regularly check
The Netherlands
your sales and repeat purchases. the return policy before they purchase.
Belgium
Germany
Austria
France
Spain
Italy
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
36
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Return costs are decisive for a purchase
About the study
Study design Europeans are very price-sensitive customers when it
Consumer characteristics comes to online shopping and paying for both shipping and Price sensitivity increases with age
Key insights: expectation vs. reality return costs. So it might not be a big surprise that 74% of
It is interesting to note that the older online shoppers
European consumers would not order at an online store if
are, the more price-sensitive they become when it
Study findings they had to pay for the return themselves.
comes to paying return costs. Boomers are the
Part 1: Checkout
generation least willing to pay return costs and, with
Part 2: Shipping & Delivery I would not order at an online store if I
76% agreement, have the significantly highest share
Part 3: Tracking had to pay for the return myself
not to order from an online store if they had to pay for
Part 4: Returns On a scale from 1 ‘Completely agree’ to 5 ‘Completely disagree’
the return themselves.
Part 5: Cross-border shipping
Part 6: The future of e-commerce 40% 34% 20% 5
Completely agree Completely disagree
Market guide & profiles
67% 73% 74% 76%
The United Kingdom
The Netherlands
The curse of free returns for the fashion industry
Belgium Generation Z Millenials Generation X Boomers
Germany Of all product categories analysed, online shoppers show
Austria the significantly highest agreement for free returns as a
France must-have (76%) when ordering online in the Fashion
Spain & Accessories category. With these numbers, it is not
Italy surprising that fashion retailers have the highest return rates
compared to all other product categories.
Conclusion
Review
Tips & Tricks
About Sendcloud & Nielsen
37
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Psychological return tactics
About the study
Study design Especially during the initial lockdowns, many online retailers
Consumer characteristics extended their return deadlines to ensure consumers could
Key insights: expectation vs. reality safely return their orders. A smart move that works two
ways, as consumers indicate a short return period is an
Study findings important reason not to order at a particular online store,
Part 1: Checkout while longer return periods lead to fewer returns, because
Part 2: Shipping & Delivery customers because customers tend to forget the product or
Part 3: Tracking get more attached to it over time. 42%
27%
Part 4: Returns 24%
14%
Part 5: Cross-border shipping
31%
Part 6: The future of e-commerce 36%
Offering a longer return period could 17%
23%
kill two birds with one stone: increase
Market guide & profiles
conversion and cause fewer returns.
The United Kingdom 35%
The Netherlands 38%
19%
Belgium
28%
Germany
30 60
Austria
France
Spain
Italy
40% 26% 51% 49%
38% 35%
Conclusion Would not order at an online Would not order at an online
Review store if the return period is store if the return period is
less than 30 days less than 60 days
Tips & Tricks
About Sendcloud & Nielsen The attitude towards longer return policies seems split
across Europe however, probably making this tactic Percentage of consumers that would
not order at an online store if the return
more powerful in Spain, followed by Italy and the UK. period is less than 30 vs. 60 days
38
Sendcloud E-commerce Delivery Compass 2021/2022 European cross-national studyIntroduction Flexible return options matter
About the study
Study design We have seen before that there are plenty of shipping- The product category influences the preference
Consumer characteristics related preferences among European consumers for a
Interesting to note is that the highest preference to take the
Key insights: expectation vs. reality checkout that drives conversion. 90% of online shoppers
package to a drop off point can be found for products in the
also show a clear preference when it comes to returning a
Fashion & Accessories category, while most of European
Study findings package.
consumers prefer the return package to be picked up from
Part 1: Checkout
their home / work if it is a product in the Food & Drinks
Part 2: Shipping & Delivery
How do you prefer to return a package? category. It should be noted that in some cases you can add
Part 3: Tracking
conditions to returns and refunds. For example, perishable
Part 4: Returns 1. Take the package to a drop off point (post office, parcel shop)
goods like fresh food and dairy products are often excluded
Part 5: Cross-border shipping 45% from the right to return.
Part 6: The future of e-commerce
2. Return package to be picked up from my home / work
Market guide & profiles 36%
Millenials stand out once again
The United Kingdom 3. Bring the package back to a local shop of the online retailer
The Netherlands 10% At a significantly higher share than Generation
Belgium X and Boomers, Millennials prefer to return a
Germany package by bringing it back to the local shop of an
Austria online retailer. One possible reason for this could be
Taking the package to a drop-off point is the most
France that millennials like to have immediate access to return
popular return option across Europe (especially in
Spain a product and get a refund.
Austria and Germany) except in Spain and Italy,
Italy
where having the package picked up at home
Big fashion players like H&M show the way: Online
or at work is preferred. Bringing the package
Conclusion shoppers can return or exchange their online orders
back to a local shop of the online retailer is
Review for free in any H&M store. It is a smart move, as it not
especially preferred in Spain and the UK.
Tips & Tricks only saves the company the cost of returns, but also
attracts climate-conscious consumers to the store to
About Sendcloud & Nielsen generate new potential sales.
39
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