REPORT
Exclusive Insights from 100 Top UK Retailers
Learn how to reduce costs and boost profits with data-driven delivery and returns strategies.
Why This White Paper is Essential for E-Commerce Leaders
- Data-Driven Benchmarks to Compare Your Performance
Benchmark your brand’s delivery and returns strategy against the top 100 UK retailers. With insights on delivery pricing, return rates, and handling costs, you’ll see exactly where you stand. - Understand What Really Drives Delivery Choices
Gone are the days when speed and cost were the only considerations. 35% of customers now seek convenience and flexible options that match their lifestyle, including pre-selected carriers and click-and-collect services. - Sustainable Choices Are Non-Negotiable
As consumer demand shifts towards greener choices, 37% of UK shoppers now use sustainable delivery options. Learn how to cater to this growing segment while optimising logistics costs.
Ingrid is trusted by 250+ retailers
Is your retail brand shifting the focus from top-line growth to business profitability? If so, pricing your e-commerce delivery and returns must be one of the biggest questions your team wants to answer before 2025.
More than price and speed
It was previously believed that price and speed were the primary factors influencing delivery choices for online shoppers. Recent data, however, suggests that it's only part of the story.
While 32% of shoppers choose the cheapest delivery option and 17% are ready to spend more for the fastest delivery, 35% of customers do not have a clear preference for either speed or price. For the remaining 15%, delivery decisions are driven by specific factors like trusted carriers, pick-up availability, named day delivery, sustainable choices, etc. We have also found that 34% of customers are likely to change their delivery preference on repeat purchases.
Research shows that offering and visualizing 3 to 5 delivery options is optimal, providing flexibility without overwhelming customers and improving checkout conversions — brands that offer multiple delivery options see a 27% checkout conversion rate increase.
The end of free shipping?
Statistics reveals that UK consumers prioritize delivery cost before availability and speed. While free delivery options seem essential for competitiveness, they can be financially challenging for retailers.
About 59% of UK shoppers expect retailers to offer free delivery at checkout, but 38% say it depends on the type of product, and 30% of customers are willing to pay for delivery even when there's a free option, meaning they are ready to splurge on added value.
A/B testing is crucial for refining delivery strategies. Defining what to test is essential, as balancing conversion rate, average order value (AOV), and shipping revenue is tricky — positive outcomes in all areas are rare. Understanding the competitive landscape and how shipping price tweaks affect revenue is key.
Introducing a free shipping threshold, with careful calibration to avoid a significant drop in conversions, helps retailers avoid loss-making transactions, especially with low-margin items — 60% of customers say they will add items to cart to avoid delivery fees.
Some brands, like NET-A-PORTER , offer free delivery as a perk for customers who reach higher tiers in their loyalty programmes, encouraging frequent shoppers to maintain their tier status.
Effective strategies for reducing the burden and impact of returns
Get a free copy of Delivery and Returns Pricing Strategy 2024 by Harper and Ingrid to keep reading about the use of exchange platforms, product feedback analytics, engaging with serial returners, dynamic return windows, wardrobing prevention, and much more.
- 100 top UK retailers;
- Over 130 million deliveries;
- Data, insights, analysis;
- No fluff, just facts.
A 2024 Analysis of the UK’s Leading Fashion Retailers
Is your retail brand shifting the focus from top-line growth to business profitability? If so, pricing your e-commerce delivery and returns must be one of the biggest questions your team wants to answer before 2025.
More than price and speed
It was previously believed that price and speed were the primary factors influencing delivery choices for online shoppers. Recent data, however, suggests that it's only part of the story.
While 32% of shoppers choose the cheapest delivery option and 17% are ready to spend more for the fastest delivery, 35% of customers do not have a clear preference for either speed or price. For the remaining 15%, delivery decisions are driven by specific factors like trusted carriers, pick-up availability, named day delivery, sustainable choices, etc.
We have also found that 34% of customers are likely to change their delivery preference on repeat purchases.
Research shows that offering and visualising 3 to 5 delivery options is optimal, providing flexibility without overwhelming customers and improving checkout conversions — brands that offer multiple delivery options see a 27% checkout conversion rate increase.
The end of free shipping?
Statistics reveals that UK consumers prioritise delivery cost before availability and speed. While free delivery options seem essential for competitiveness, they can be financially challenging for retailers.
About 59% of UK shoppers expect retailers to offer free delivery at checkout, but 38% say it depends on the type of product, and 30% of customers are willing to pay for delivery even when there's a free option, meaning they are ready to splurge on added value.
A/B testing is crucial for refining delivery strategies. Defining what to test is essential, as balancing conversion rate, average order value (AOV), and shipping revenue is tricky — positive outcomes in all areas are rare.
Understanding the competitive landscape and how shipping price tweaks affect revenue is key.
Introducing a free shipping threshold, with careful calibration to avoid a significant drop in conversions, helps retailers avoid loss-making transactions, especially with low-margin items — 60% of customers say they will add items to cart to avoid delivery fees.
Some brands, like NET-A-PORTER , offer free delivery as a perk for customers who reach higher tiers in their loyalty programmes, encouraging frequent shoppers to maintain their tier status.
Effective strategies for reducing the burden and impact of returns
Get a free copy of Delivery and Returns Pricing Strategy 2024 by Harper and Ingrid to keep reading about the use of exchange platforms, product feedback analytics, engaging with serial returners, dynamic return windows, wardrobing prevention, and much more.
- 100 top UK retailers;
- Over 130 million deliveries;
- Data, insights, analysis;
- No fluff, just facts.
What You'll Learn
Boost Conversions with Flexible Delivery Options
Brands that offer multiple delivery options see a 60% checkout conversion rate, compared to just 47% for those offering a single option. See how flexibility in delivery is key to driving repeat sales and reducing abandoned carts.
Tackle Delivery Fees with Strategic Pricing
Though 59% of UK consumers expect free delivery, 30% are willing to pay for added value—especially for convenience or premium service. Discover how to structure your delivery fees to increase AOV while maintaining customer satisfaction.
Beyond Speed & Cost: Prioritise What Shoppers Actually Want
A surprising 35% of consumers prioritise convenience and flexibility — like pre-selected carriers or sustainable delivery options.
Sustainable Choices Are Non-Negotiable
37% of UK shoppers choose a green delivery option. Learn how eco-friendly delivery can increase customer loyalty and improve your brand's eco-footprint.