“Retail returns policies will likely evolve to moderate returns policies that won’t turn off c ustomers and won’t bankrupt the company,” he said. “If I go to purchase anything, I now get the message: ‘You’ve been warned,’” said the shopper.Īs retailers increasingly feel the brunt of e-commerce returns, updated guidelines like these are set to become more prevalent, said David Naumann, vp of marketing at consulting firm Boston Retail Partners.
#Revolve return shipping label free#
On top of the fee, flagged shoppers forfeit their right to free merchandise return labels. I started shopping at Shopbop instead.”Ī fellow shopper reported a similar buy-and-return ritual when shopping Shopbop and Zara, as well as Net-a-Porter “because they are so speedy with refunds.” All three retailers provide free returns within around 30 days of purchase (28 days for Net-a-Porter).Īccording to Revolve’s policy, the restocking fee goes into effect when a shopper returns more than $7,500 worth of merchandise or over 80 percent of the value of their purchases in a 12 month period. “Now I have to pay a 15 percent restocking fee when I return anything. “I was using Revolve like a try-on-before-you-buy service: buys tons of things, returning all but maybe two,” said a Sacramento-based shopper, who asked to remain anonymous. Revolve has also implemented a “modified returns policy,” which some have discovered the hard way. The new policy allows for returns within a year, with proof of purchase. Others seek refunds for products that have been purchased through third parties, such as at yard sales.” “Some view it as a lifetime product replacement program, expecting refunds for heavily worn products used over many years. “A small, but growing number of customers has been interpreting our guarantee well beyond its original intent,” it stated. It cited abuse of the system, costing the company $250 million over the last five years. Earlier this month, L.L.Bean abruptly ended its generous, lifetime satisfaction guarantee with a Facebook post by executive chairman Shawn Gordon. “Many customers choose to shop with us because they know if their purchase isn’t right, we’ll work to fix it.”īut retailers can shoot themselves in the foot by accepting any and all returns. “ Our philosophy is to deal fairly and reasonably with customers, and we hope they are fair and reasonable with us,” they said.
Other retailers, including Nordstrom, have maintained an “anything goes” returns policy, allowing customers to change their mind about purchases months later, even after they’ve removed the tags.Ī spokesperson for Nordstrom confirmed the company has no formal returns policy. Shoppers can pick up online orders the same day, and return and exchange styles on the spot. Zara, for one, is testing an online-focused store concept with its click-and-collect pop-up it’s hosting in London through May. Retailers are finding new ways to take the guesswork out of the online buying process.
To ensure they aren’t stuck with purchases they’re not happy with, 57 percent of consumers check a retailer’s returns policy before checking out, said a report by SaaS company Narvar. And 30 percent of clothing and shoes bought online are returned, a rate that’s double that of pieces bought in store, as stated in a report by Bold Metrics. Online apparel sales now represent 20 percent of total industry dollars, according to data by market research company NPD Group.
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