UK fashion purchases: opinions on delivery and returns 2020

A recent survey conducted on post-COVID online fashion shopping behavior in the United Kingdom (UK) revealed that free delivery and free returns were the two most important factors for online shoppers with an approximately 90 percent share of the respondents. The least important service was same day delivery as less than half of the respondents stated that it was important to them.

Customer ranking of online fashion delivery and returns services offered by retailers in the United Kingdom (UK) in 2020

Characteristic	Very important	Important	Neither important or unimportant	Unimportant	Very unimportant
Free delivery	55%	36%	8%	1%	1%
Free returns	52%	37%	9%	1%	1%
Next day delivery	25%	41%	23%	9%	2%
Click & collect	19%	37%	28%	12%	5%
Same day delivery	19%	29%	31%	16%	5%

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Release date

July 2020

More information

Region

United Kingdom

Survey time period

2020

Number of respondents

2,000 respondents

Supplementary notes

Original question of the survey was: "When shopping for fashion online, how would you rate the following services in importance"

The exact date of the survey was not provided by the source.

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