Share of retailers offering free returns on online orders in the UK 2019-2020

Since 2019, the share of multichannel retailers that offered free returns on online orders fell from 52 percent to 38 percent for returns made by post (where the customers are required to post the items back to the retailer themselves). According to the study on UK's multichannel retailers, in contrast, between 2019 and 2020 slightly more retailers offered free returns by collection (from the customer's home).

Share of multichannel retailers offering free returns on online orders in the United Kingdom (UK) in 2019 and 2020, by method

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Release date

February 2020


United Kingdom

Survey time period

December 14, 2019 to January 12, 2020*

Number of respondents


Special properties

Multichannel retailers

Supplementary notes

* 2019 edition of the survey was conducted between October 8, 2018 to November 19, 2018.
** In both years, 200 retailers were included in the study.

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Statistics on "E-commerce in the United Kingdom (UK)"

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