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Zalando launches 60 minutes courier returns service

Online fashion retailer Zalando has launched a new returns service in the UK where customers can send back their order using an 'on demandÂ’ 60 minute courier collection service the same day or the next day in a selected one-hour time slot.

GENERAL MERCHANDISE

Zalando launches 60 minutes courier returns service

The My Returns service will be piloted in London until 18 October and customers will be able to use it free of charge for the duration of the trial.

The company has also widened its fashion assortment, focusing on a local approach.

“In addition to our wide range of UK brands that are in high demand internationally, we included local champions such as Whistles, Miss Selfridge, Dorothy Perkins, Wallis, and many more just recently”, said Dalbir Bains, vice-president of womenswear at Zalando.

“We always strive for improving the shopping experience and creating the most relevant offer for our customers. Also, for the coming months we will further focus on building-up the brand assortment for our UK customers.”

Other new initiatives include a customer care chat function, the delivery of parcels in two to four days instead of three to six days previously, and the acceptance of ApplePay.

Bains added: “We identified that five out of ten customer satisfaction drivers are related to convenience. Our main goal is to create a best in class shopping experience when it comes to convenience. With our current improvements in terms of payment, delivery, customer service, returns and assortment we have made an important step in this direction.”

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