£5.2bn cost of returns to sender
Sunday Express
|July 20, 2025
CUSTOMERS are searching for and buying clothes via TikTok and Instagram, but they are increasingly less likely to keep what they buy.
A surge in the number of clothes sent back to retailers has caused issues with both costs and environmental goals. But without something changing, it is a trend that is set to continue.
More than 40% of shoppers now “buy” with the intention of returning, says Al Gerrie, CEO of returns specialist ZigZag.
“A couple of years ago that was below 30%. Through the pandemic it has grown as people get more comfortable shopping online and understand the need to buy different sizes.”
Issues with sizing are well known in retail, with no uniform policy across brands.
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