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River Island launches 'Click and Don't Collect'

Fashion retailer River Island has launched a new in-store collection service which is designed to solve the growing issue of non-collection of online orders.


River Island launches 'Click and Don't Collect'

Working with Shutl, the retailer is introducing its ‘Click and Don’t Collect’ service across the UK to give shoppers who have selected ‘click and collect’ when placing their order the option of changing to Shutl’s delivery service where their items are delivered to their door within 90 minutes, or at a time convenient to them.

River Island said new service will put control of delivery in the hands of the customer while also tackling the increasing issue of non-collection.

While click and collect has shifted from being a competitive advantage to becoming a necessity for multi-channel retailers, a report commissioned by Shutl in September shows that after placing an order online, one fifth of UK shoppers requested a refund instead of collecting instore, leaving retailers with stock level issues.

Doug Gardner of River Island said: “We have a number of click and collect orders that customers have paid for and are subsequently unable to collect from store. The rigours of modern life mean that it is not always convenient for them to make the time to go and receive their goods, and, in order to avoid simply refunding the customer, we found the solution offered by Shutl a highly effective one in terms of customer convenience and saving sales.”

‘Click and Don’t Collect’ is available nationwide and costs £4.95 per delivery.

Tom Allason, chief executive at Shutl, added: “Non-collection continues to be a headache for retailers. Not only does it result in lost sales, but there are practical implications too - for example, how to hold additional stock and where best to direct online customers from a store layout perspective. By giving customers control over the delivery of their click and collect purchases, we’re removing the barriers of instore collection and ensuring greater order fulfilment.”

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