The management of these unworn or little worn products has become a headache for the Spanish brand.
It’s a discreet little phrase that nevertheless represents an important turning point in Zara’s sales policy. In the middle of the reimbursement page, on the brand’s website, we can read: “Returns for orders placed from 04/28/2022 will have a cost of 1.95 EUR which will be deducted from the refunded amount.This change does not currently affect items brought back to the store. Only products sent to a delivery point are subject to this discount.
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This is a 180 degree turn for the Spanish brand. Like most fast fashion brands, it had made free returns a marketing argument to boost its sales. The strategy seemed to be paying off. In 2021, Inditex, the parent company of Zara, thus generated 3.24 billion euros in profits in its staggered financial year, which ended on January 31, 2022. Up 193% compared to that of 2020 ( 1.1 billion), a year strongly affected by the Covid-19 epidemic.
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Problem, the management of returns has become a real headache for companies, in addition to being a real money pit. More and more brands therefore do not hesitate to limit in one way or another what could constitute abuse. If Zara has chosen the payment route, Amazon has decided to ban overly fussy customers. Several of them had the unpleasant surprise of no longer being able to access their account after returning too many orders. Without knowing exactly the rate not to be exceeded.