Nearly half (45%) of retail returns made between Black Friday (28 Nov 2025) and 06 Jan 2026 were paid for, according to new data from returns and post-purchase network, ZigZag, as shoppers become more accepting of returns charges.

Returns fees become normalised

“Paid returns have become the norm as shoppers and retailers realise there’s a cost to every return,” said ZigZag’s CEO Al Gerrie. Its research showed a rising willingness among consumers to start paying for returns, with Gen Z and Millennials happy to pay fees of up to £2.10.

However, Gerrie warned that even though consumers are now more accepting of charges for sending items back, this has increased their expectations around the speed and convenience of the process. “Shoppers are savvy to what a return should cost and won’t put up with courier problems, a lack of options or a slow refund if they’ve paid for the privilege,” he said.

Sizing remains key friction point for sent back items

Insight from ZigZag’s platform suggested that post-Peak returns spiked on 29 Dec 2025, when returns rose +16% – more than any other day – followed by a “back to the office” surge, with the first Monday after New Year seeing a +3% climb. Sizing issues remained the most commonly listed reason for consumers making a return.

“Busy periods expose retailers’ returns policies if they’re not seen as fair and convenient by consumers,” Gerrie continued. “As always, returns have trended upwards during Christmas, piling pressure on retailers to deliver an acceptable level of customer service while getting items back in stock before they lose value.”