Inditex has started this Wednesday the collection of returns ‘on line’ of zara in Spain, thus joining other countries in which the flagship brand of the Galician group had already begun to apply this measure, including all European markets.
Specific, zara report in your Web customers that they can exchange or return items for free at any of the stores in the country/region where they made their purchases. However, the brand of the group founded by Amancio Ortega warns that changes and returns at home will have a cost of 1.95 euros starting this Wednesday.
“Returns of orders made from February 1, 2023 will have a cost of 1.95 euros that will be deducted from the amount refunded,” explains the firm, exactly the same amount charged in other European countries. In addition, zara points out that orders can also be returned free of charge through a delivery point in the same country or region where the purchase was made.
Not only in Zara
Company sources have indicated that the returns ‘on line’ in the rest of the group’s chains, including Pull&Bear, Stradivarius or Massimo Duttithey will also start charging at home (1.95 euros) in Spain and will continue to be free in stores and delivery points.
Regarding the application of this measure, Inditex has emphasized on occasion that it has been “extremely well accepted” in the countries where it started and “has had no impact at all” on sales. In fact, as the company’s CEO recently explained, Oscar Garcia Maceirasin a press conference with analysts, “two good effects” have been appreciated: the increase in store returns and the reduction of the period for returns” by customers. “Even, from the perspective of sustainability, consumers understand that it is a trend that will be implemented throughout the industry in the coming years”, they pointed out from the firm. Faced with this assessment, the measure of collecting returns ‘online’ is obviously more important for customers in populations in where there are no physical stores.
Despite the arguments about the expected little influence on sales, the truth is that the Galician group has taken many months to implement the measure in Spain. The reason is that there is direct competition from new firms in Spain such as Shein, which base their business on flexible returns. At Shein, the Chinese super low cost fashion giant, the return period is 45 days from the date of purchase and can be done by taking the package to a collection point or post office. The first return label for each order is free, but the rest will cost €4.50, which will be deducted from the refund. If it is decided to do it with a courier, the shipping costs are borne by the customer. As the garments tend to have low prices, they are also often remarketed on Vinted or Wallapop.
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Mango sources say that the company “does not plan to change its return policy. Our main objective is to facilitate the shopping and return experience for our customers. In general, the company allows its customers to return their garments for free.” The consumer law only requires a return period of 14 days.
At Primark, refunds are allowed within 28 days from the date of purchase. Products such as underwear, jewelry or cosmetics are excluded from returns, as in most firms. Returns by mail are not possible. In Springfield you only have the mandatory 14 days to make a return.