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  • Where do Americans stand on online return policies?
  • Where do Americans stand on online return policies?
    Jorge Rosales (2019) ©
VOX POP

Why do Americans return clothes bought online?

With so much to do and so little time, many Americans are turning to online shopping to buy their clothes – though garments are not always as expected in terms of fit or quality. Canvas8 spoke to nine Americans to understand what makes them more or less likely to return items bought online.

Location United States

Scope
As online shopping becomes quicker and easier, with online ordering often available in a single click from apps such as Instagram and Amazon, more and more people are buying clothes via the internet. [1][2] In 2018, 1.8 billion people bought items online – yet most American shoppers report reticence to return online purchases, with 91% sending things back ‘only rarely’ or ‘never’. [3][4] While returns are costly for companies, they often opt to swallow the associated sunk costs to boost customer loyalty. “Our best customers have the highest return rates, but they are ...

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