The returns portal: What Brits want from retailers' returns policies
The returns portal 8 in 10 British online shoppers say that a free returns policy is important when choosing an online retailer (84%)
Women who shop online are more likely to say it is important than their male counterparts (+5 percentage-points).
How important or unimportant is a free returns policy when choosing an online retailer?
YouGov Surveys, February 14 - March 6, 2025. British online shoppers by gender n> 800
How likely or unlikely are you to shop with a retailer that does not offer free returns?
of British online shoppers answered: "Likely"
of British online shoppers answered: "Neither likely nor unlikely"
of British online shoppers answered: "Unlikely"
YouGov Surveys, February 14 - March 6, 2025. British online shoppers by gender n> 800
The returns portal
Do British online shoppers click away due to returns policies?
4 in 10 British online shoppers have abandoned an online purchase because of concerns about the return policy. Women who shop online are significantly more likely to have abandoned an online purchase compared to men who shop online. (+10 percentage-points).
Have you ever abandoned an online purchase due to concerns about the return policy?
YouGov Surveys, February 14 - March 6, 2025. British online shoppers by gender n> 800
Which aspects of a returns policy are most important to you? Please select up to 3 options
Free returns
A convenient return drop-off location
Pre-printed/barcode return label
Immediate refunds
Pick up by courier is available
Longer return window
YouGov Surveys, February 14 - March 6, 2025. British online shoppers n> 1,700. Don't know and None of these not shown.
The returns portal
of Gen Z online shoppers say immediate refunds are an important aspect of a returns policy
They are also most likely to say a longer return widow is an important aspect of a returns policy.
Which aspects of a returns policy are most important to you? Please select up to 3 options
YouGov Surveys, February 14 - March 6, 2025. British online shoppers by generation n> 200. Don't know and None of these not shown.
The returns portal
of online shoppers expect a refund immediately or within 1-3 days after returning an item
This increases to 67% among men who shop online (+9 percentage-points compared to women who shop online).
How quickly do you expect a refund after returning an item?
YouGov Surveys, February 14 - March 6, 2025. British online shoppers by gender n> 800
The returns portal
53% of British online shoppers expect 30 days or more to return an item
The majority of British women who shop online expect at least 30 days to return an item (57%), compared to 49% of men.
When it comes to a free returns policy, what is the amount of days you expect to be able to return an item?
YouGov Surveys, February 14 - March 6, 2025. British online shoppers by gender n> 800
