Retailers warned against ending free returns

Six in ten British shoppers say they would stop shopping with a retailer if charged a fee to return an online purchase, according to research from Virgin Media O2 Business.
As more major retailers introduce return fees to offset growing operational costs, 47 per cent of shoppers report they have already been charged for returning items, with one in five paying £5 or more.
This has sparked significant consumer dissatisfaction, particularly as 42 per cent of respondents still expect free returns when shopping online.
Mónica Mercado Páez, head of AI and data at Virgin Media O2 Business, said: “With six in ten Brits prepared to stop buying from retailers that charge for returns, flexibility and customer-centric policies are essential. Retailers must consider how their return policies affect long-term loyalty.”
Thirty-seven per cent of Britons admit buying multiple sizes of the same item online, only to return what doesn’t fit. Among 18-24-year-olds the figure rises to 58 per cent.
Retailers charging for returns risk alienating this younger demographic, which is driving a substantial portion of ecommerce growth.
The research also reveals a resurgence in high street shopping.
In-person shopping is the preferred option for 67 per cent of Brits, with 37 per cent planning to do their Christmas shopping on the high street this year.
One of the main advantages of physical stores is the ease of returning or exchanging items, which 30 per cent of respondents see as a major benefit.
The local high street remains an important part of communities, with 56 per cent of consumers saying it plays a valuable role and 46 per cent planning to increase their spending at small businesses over the next three months.
• Do I have to return a duplicate delivery?
The willingness to spend more for a better shopping experience is also evident.
Shoppers are prepared to pay up to 28 per cent extra for items bought in a high street store compared with large online retailers like Amazon.
This trend extends to businesses with strong environmental and social governance credentials, where consumers are also willing to pay a premium.
Personalised offers and messaging are becoming increasingly influential, particularly among younger shoppers. Thirty-nine per cent of consumers say personalised communications would encourage them to visit stores, a figure that rises to 52 per cent among 18- to 24-year-olds.