In 2024, returns on online purchases in the United States amounted to nearly *** billion U.S. dollars. That is a significant increase compared to the previous year when the cost of e-commerce returns was approximately *** billion U.S. dollars. The impact of free returns Numerous factors contribute to a shopper's decision to return items bought online, with varying preferences guiding their return process. Nonetheless, certain consumer preferences hold greater significance than others. In 2022, nearly ** percent of United States consumers who returned an online order listed free returns as a one of their main e-commerce returns preference. The impact of free returns on consumer shopping behavior in the U.S. is considerable, with roughly **** out of ten consumers indicating a strong likelihood of discontinuing purchases from a brand if it were to remove the option of free returns. Paying for returns: U.S. vs. EU The willingness of consumers to pay for e-commerce returns varies across countries. Despite resistance from many U.S. online shoppers, the North American country still boasts one of the largest shares of consumers willing to invest in online returns. Moreover, a 2022 survey conducted among consumers in the U.S. and selected European countries revealed that the percentage of shoppers anticipating free online returns was higher in Italy, Belgium, France, and Spain compared to the United States.

Spain was the country with the highest return rate of online retail purchases in 2023 according to aggregate data of the Mastercard Economic Institute. In 2023, Spaniards returned a ******* of e-commerce retail purchases, while Germans returned over ** percent, more than doubling their return rate from 2019.

From 2023 to 2024 the share of returned clothing items purchased online slightly increased by *** percentage points. By 2027, the online return rate of clothing orders is expected to reach *** percent.

The return order volume for purchases made online was at **** percent in 2022 in India. This was a decrease as compared to the previous year when the return volume stood at over ** percent. Moreover, the majority of the returns belonged to the fashion segment under apparel and footwear.

A survey conducted in 2025 revealed that most online purchase returns were completed at home without any issues, with ********percent of consumers reporting this. Additionally, almost ******* stated they completed their return in-store or with a delivery agent, also without hassle.

According to Statista Market Insights, *** percent of the e-commerce market revenue in the United States will be returned to the retailers in 2025. This figure is forecast to growth by *** percentage points by 2029, reaching 12.1 percent of the e-commerce market revenue.

When asked about "Most returned online purchases by category", most U.S. respondents pick "Clothing" as an answer. 25 percent did so in our online survey in 2025. Looking to gain valuable insights about customers of online shops across the globe? Check out our reports about consumers of online shops worldwide. These reports offer the readers a comprehensive overview of customers of eCommerce brands: who they are; what they like; what they think; and how to reach them.

According to the source, **** percent of online sales were returned in 2024. The share of bought online and return online (BORO) sales was almost ** percent. A most common return method for online purchases was in store, with **** percent of online sales bought online and returned in-store (BORIS). Returns on online purchases in the United States amounted to nearly *** billion U.S. dollars in 2024.

In a 2022 study, about **** of the surveyed online shoppers in the United Kingdom (UK) reported returning their orders occasionally. Just ***** percent of respondents sent back products all of the time, while ** percent said they did so most of the time. Despite the high frequency of returning online orders in the UK, many shoppers still do not send back items, with ********* of shoppers reporting that they never do so.

In 2023, ** percent of online consumers surveyed identified the leading marketplace in their region as the channel offering the easiest returns process. Retailer sites ranked second, with ** percent of respondents. However, ** percent indicated that none of the listed options provided an easy returns process.

In 2022, eight out of ten U.S. online shoppers who had returned an order said they did so because the item was damaged or defective. In addition, three-quarters of e-commerce consumers had made a return because the item didn't fit, while ** percent stated that the item did not match the description.

In 2024, about **** percent of (in-store and online) retail purchases in the United States resulted in returns. This was the highest return rate in the observed period.

When asked about "Most returned online purchases by category", most Indian respondents pick "Clothing" as an answer. ** percent did so in our online survey in 2025. Looking to gain valuable insights about customers of online shops across the globe? Check out our reports about consumers of online shops worldwide. These reports offer the readers a comprehensive overview of customers of eCommerce brands: who they are; what they like; what they think; and how to reach them.

In 2020, ** percent of the cash on delivery orders were returned. This demarks a decrease compared to 2019 by more than **** percent. Similarly, the total returns per forward order have decreased a little by less than **** percent. The returns on prepaid orders have largely remained the same with only *** percent change.

When asked about "Most returned online purchases by category", most Canadian respondents pick "Clothing" as an answer. ** percent did so in our online survey in 2025. Looking to gain valuable insights about customers of online shops across the globe? Check out our reports about consumers of online shops worldwide. These reports offer the readers a comprehensive overview of customers of eCommerce brands: who they are; what they like; what they think; and how to reach them.

In Europe, *** percent of the overall e-commerce market revenue was forecast to be returned to retailers in 2025. According to Statista Market Insights, the return rate will increase by *** percentage points from 2025 to 2029.

In 2021, European online shoppers aged 18 to 24 returned the highest proportion of items purchased on the web. With an online return rate of over ** percent, young adults located in Switzerland were the most prolific returners out of the *** countries analyzed.

Out of the *** retailers taking part in a survey in the United States in 2023, ** percent required shoppers to contact customer support to initiate the return process. Almost a fourth of retailers offered the possibility to obtain a shipping lable or QR code in their website. ** percent included a shipping label with the package in case the customer wanted to return the goods.

In Europe, clothing items had the highest fashion return rates in 2022, a study revealed. About ** percent of dress purchases got returned, while skirts followed with roughly ** percent. Being a popular category among online shoppers, shoewear reached significant online return rates, too. Over ** percent of backless slippers orders were sent back in the considered year.

In 2024, the share of returned online purchases was ** percent among those shopping only shop for fashion accessories, and ** percent those who buy goods online in general.