I’ve heard a lot about your return rates. How high are they really?
Fashion is individual and everyone has different tastes and ideas when it comes to fashion. That’s why it’s important to try things on. Our return rate is around 50 percent across all markets and categories. This is an industry standard and is factored into our business model. Offering free returns reflects our understanding of eCommerce and is an integral part of our service promise. To help customers find the right item, and therefore reduce their need to return, we provide detailed information about items including photos and text as well as product reviews from other customers. In addition we are currently trying out new features such as product videos and 360° view.