Dutch consumers increasingly footing the bill for return costs

Eindhoven, March 26, 2024 - Paying to return an order is becoming increasingly normal. Major retailers like H&M, Zara, and Wehkamp have already announced they will charge consumers for sending packages back. This trend is now spreading across the board: in as many as 2 out of 5 returns, the customer pays at least part of the cost, according to figures from Sendcloud.

The e-commerce shipping platform sees a clear trend based on shipping data from more than 25,000 webshops across Europe. In the Netherlands, the percentage of returns for which the customer had to pay rose from 31% in the first quarter of 2023 to 41% in the fourth quarter — an increase of 33%.

“The days of free returns are firmly behind us. Following the lead of many major retailers, we're seeing paid returns become the standard at more and more webshops,” says Rob van den Heuvel, CEO and co-founder of Sendcloud. “We have to face the fact that even ‘free’ returns are never really free. Webshops have struggled with the logistical hassle and cost of returns for years, not to mention the environmental impact. Passing on part of the return cost can help make consumers more aware of this. The condition is that retailers communicate clearly about it and keep the return process simple.”

The main reasons for returns

The fact that returning is inseparably linked to the convenience of online shopping shows in the reasons consumers give for sending their order back. The most common reason customers cite is fit (35%): from ordering different sizes to items that are too big or too small. Next come orders that don't meet expectations (23%) and damage or quality issues (9%).

Return conditions vary by webshop

How much a consumer ends up paying for a return varies by webshop. On average, webshops in the Netherlands charge €6.68 per return, according to Sendcloud data. Depending on the type of return, costs can range from €1.96 to €28.00. Consumers typically have about 31 days to return their order, though in some cases this extends to 365 days.

About Sendcloud

Sendcloud is the complete shipping platform for e-commerce – enabling retailers, marketplaces, and fulfillment companies to scale their operations and deliver great shipping experiences.

Today's consumers want to decide where, when, and how they receive an order. Meeting their needs while still making a profit is a challenge that Sendcloud solves by centralizing and automating the entire shipping process. From label printing to branded tracking and returns management - with Sendcloud, you own your shipping process, from checkout to returns.

Backed by SoftBank and trusted by 25,000 companies across Europe, Sendcloud is on a mission to solve shipping problems worldwide.