Fashion etailer Zalando is piloting a 60-minute returns service in a bid to drive customer satisfaction through convenience.
The Berlin-based retailer is speeding up the returns process by enabling customers to send back their unwanted garments through a 60-minute courier collection on any day they choose.
Zalando is trialing the free service, named ‘My Returns on Demand’, in London until October 18. Customers can select the one-hour slot they want a courier to pick up their unwanted products.
“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 enhance its returns procedure comes as the etailer has widened its branded offer to include labels such as Whistles, Miss Selfridge, Dorothy Perkins and Wallis.
Bains said: “We always strive for improving the shopping experience and creating the most relevant offer for our customers.” She added that the company will look to further boost its number of brands for its UK customers over the coming months.
Zalando also revealed it has become one of the first fashion etailers in the UK to accept Apple Pay, with the service available for app users with an iPhone 6, iPhone 6 Plus, iPad Air 2 or iPad mini 3.
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