Logistics Firm Issues Guide to E-Commerce Fashion Returns

International Logistics Group (ILG) has published a guide detailing how e-commerce fashion businesses can manage product returns. Returns represented an estimated $849.9 billion in costs for the retail sector in 2025. Specifically for online fashion purchases, the return rate can reach up to 40%, significantly higher than the average 30% for other online goods.

The guide emphasizes that a smooth returns process is essential for retaining customer loyalty in the competitive online fashion market. ILG suggests that accurate product descriptions, sizing information, and imagery are crucial for minimizing initial returns. Furthermore, the company highlights that an efficient returns management strategy is vital, acknowledging that returns are an inherent part of online shopping behavior.

Customer expectations regarding returns are increasing, with research indicating that up to 81% of online shoppers check a retailer's return policy before making a purchase. A poor returns experience can lead to lost business, as 71% of shoppers stated they would not buy from a retailer again after a negative encounter.

ILG's guide outlines key components of an effective returns policy: return timeframe, cost (free or charged), convenience (drop-off vs. collection), speed of refunds or exchanges, clear communication, and environmental considerations for returned items. The company offers its own solutions to meet these customer demands and streamline the returns process for fashion brands.