Mystery Shopping Study Revealed Retail Return Hurdles
A study found that customers returning goods from Germany to UK retailers faced long delays and high costs.
Updated on Oct. 12, 2026 in Retail
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A ShopReturns mystery shopping study tracked 31 orders from UK retailers delivered to Germany, revealing that none offered free returns. Customers experienced a median refund wait time of 16 days, with the longest return process taking 62 days.
Why it matters
The findings highlight the significant logistical and financial barriers international shoppers face when returning cross-border orders. Long delays were largely caused by parcels waiting at regional facilities before processing.
Customers recovered an average of 76 percent of their original spend on UK-routed returns, compared to only 34 percent for those routed to the Netherlands. Overall, customers received €422.40 back from a total original spend of €738.
The players
ShopReturns
This is an organization that conducts research into retail return policies and supply chain efficiency.
The details
Researchers acting as ordinary consumers placed 31 self-funded orders to analyze return-label availability and carrier processes. Thirteen retailers deducted courier costs from customer refunds, while nine required shoppers to pay for return shipping.
Timeline
The ShopReturns study results were published on October 12, 2026.
Market Landscape
This study follows a pattern set by the post-Brexit shift in UK-EU cross-border trade friction, which has complicated logistics for international retailers. It highlights the growing challenges brands face in maintaining competitive service levels while managing complex regional distribution networks.
International shoppers may see significantly reduced refund amounts due to deducted shipping fees and return costs. Before purchasing from UK retailers, customers should verify return policies, as none of the tracked orders offered free returns.
The takeaway
Shoppers should anticipate that returning items internationally often involves hidden costs that can erode a large portion of the refund value. Checking if a retailer provides free return labels can save customers significant money on cross-border transactions.
Further reading
For broader insights on industry standards, explore our Retail section.
Live Poll
Do you trust that online retailers provide fair and transparent return policies for international orders?
