Findings show that delivery is often the deciding factor between two brands. Each purchase decision is made based on multiple considerations on the part of its target customers. Delivery is one very important aspect of this. Providing easy and effortless delivery and return processes is highly linked to brand loyalty.

On average the 150 biggest online retailers offer on average 2.7 delivery options and 1.9 return options. Standard average delivery costs are 3.59 Pounds. There is a significant increase in In-shop returns which is likely to increase due to technological developments. The cost of returns is likely to hit bottom line profits, due to standards set by giants like Amazon. However, leaving customers out of pocket will never drive loyalty. The different on- and offline channels to return via leaves retailers with the need to develop omnichannel customer experiences.

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