Zalando launches 60-minute courier returns service

Online fashion retailer Zalando is piloting a 60-minute returns service for its customers in London as it looks to make the returns process even more convenient.

The Berlin-based retailer is allowing its customers to send back their unwanted shopping through its My Returns ‘On Demand’ 60-minute courier collection service on the day of purchase or the next day in a selected one-hour time slot.

Zalando is piloting the service in London until October 18, where customers will be able to use the service free of charge for the duration of the trial.

“We identified that 5 out of 10 customer satisfaction drivers are related to convenience,” said Dalbir Bains, vice president of womenswear at Zalando. “Our main goal is to create a best in class shopping experience when it comes to convenience.”

The move to speed up and make its returns process more convenient comes as the online retailer enhances its fashion offering, focusing on a more local approach by adding labels such as Whistles, Miss Selfridge, Dorothy Perkins, and Wallis.

Bains added: “We always strive for improving the shopping experience and creating the most relevant offer for our customers. Also, for the coming months we will further focus on building-up the brand assortment for our UK customers.”

Other new initiatives include a customer care chat function, the faster delivery of parcels after a number of improvements to its transportation and logistics processes, and the acceptance of ApplePay via its Zalando app, making it one of the first fashion e-tailers to use the service in the UK.