A record share of retailers will charge customers for returns this peak season, according to a forecast from returns network ZigZag.
ZigZag said 59 per cent of the retailers on its network are offering paid returns going into the end of 2026, up from 54 per cent during peak 2024. It expects paid returns to make up around 43 per cent of returns volume over the period, up from 40 per cent in 2025.
Other findings
- Return fees are likely to rise by 5 to 10 per cent. The mean fee rose 7 per cent to £3.91 last peak, and the most common fee was £4.99.
- 64 per cent of shoppers would abandon a retailer after a poor returns experience.
- The Post Office remains the largest returns route. Returns through parcel lockers rose 27 per cent year on year, overtaking parcel shops as the second most used method.
- Home collections grew 14 per cent over peak 2025.
- Returns over Black Friday week 2025 rose around 5 per cent on 2024 and made up more than 10 per cent of total peak returns volume.
ZigZag based the forecast on returns through its network between 2024 and 2026, comparing year-to-date volumes with Black Friday and peak in 2024 and 2025.
Chief executive Al Gerrie said rising fees showed the effect of returns costs on retailers, and that shoppers paying a fee expect a convenient and reliable service.
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