The Netherlands appears to be the European leader in returning online orders. Research by carrier DPD shows that 9 per cent of all parcels are returned in the Netherlands.
This includes clothing in particular, according to DPD's E-Shopper Barometer. After the Netherlands, returns are high in the UK. 8 per cent of all parcels in the country are returned.
'Dutch people often order multiple sizes and colours'
The high percentage of returns is due to the service level in the Netherlands, according to researcher Alec Minnema, who obtained his PhD on the subject. He tells RTLZ: "Dutch people often order different sizes and colours, you already take into account that you will return part of it anyway. We also have a lot of confidence in the Netherlands that we actually get our money back if we send something back."
Returns
According to Wijnand Jongen, director of Thuiswinkel.org, online shops have their hands full with returns. "It has been out of the packaging, it has to be checked if it is still good. Shipping also has to be paid for." Still, he doesn't think the return options are too attractive for consumers. "It makes the threshold for customers to buy something a lot lower. With that, you do sell more products."
