When you make a purchase on the internet, I imagine that you look at the return policy of the site on which you order. Like the majority of customers. And most often, these returns are free, since it has become the norm.
The benefit for the consumer is obvious: he can easily try on a garment at home. And return it just as easily without spending a euro. To the point that some consumers abuse it. Recently a customer made 11 orders to us, only to return eight!
A figure from Fevad allows us to take the measure of the subject: more than 500 million parcels were shipped in France in 2018, 24% were returned, or 125 million parcels. That's huge!
When we know that 66% of online purchases concern clothing, the responsibility of our clothing sector is central. The opportunity to take stock of the subject.
What the law says
A distinction must be made between withdrawal and return due to defect.
Withdrawal
- This is when you change your mind. No need to justify yourself. But it is still useful for the brand to know the reason.
- You have 14 days to withdraw, 30 days on certain sites, such as BonneGueule.
- This period starts from the day after you receive the package, and not from the date of dispatch. Logical.
- There are no penalties to pay. Possibly, return costs.
- Reimbursement is made within 14 days, including delivery costs, as soon as the site is informed of the customer's withdrawal. And not upon receipt of the package by the latter.
- The right of withdrawal also applies to sale, second-hand or clearance products.
- This does not work for a product specially made for the customer, such as a custom-made shirt or suit.
Return for defect
- The order is non-compliant or defective.
- The customer must return the package in its original packaging with the reason for refusal. It is very valuable for brands to know where a product is defective.
- It is possible to request cancellation and refund, exchange, repair.
How much do returns cost? (as of 2019, when this video was published)
I will give you the figures from BonneGueule, they are the ones I know best.
For a package weighing one kilo (a shirt for example), you need to allow:
- Transport: 6.20 euros
- Handling, product inspection and restocking: 2.20 euros
- Reconditioning (systematic on shirts): 4 euros
- So I arrive at a total of 12.40 euros.
For your information, we receive, according to Pierre, head of logistics at BonneGueule, we receive more than 700 pieces in return each month. Including 150 shirts on average. I'll let you do the math.
How to limit returns?
On the business side:
- Make quality products. Our products must be of good quality and defects limited as much as possible.
On the customer side:
- Check your size carefully, it accounts for a third of returns.
- Avoid ordering multiple sizes of the same piece to ensure you get the right size.
- Avoid doubling or tripling orders, just order everything at the same time, in one go. That's how many packages are saved.
- Return a product to the store to save on transport.
