More UK retailers will charge for returns during peak sales, according to a new forecast from returns and post-purchase network, ZigZag.

The projection, which analysed trends from the year to date against previous years, is that 59% of ZigZag’s retailers will offer a paid returns option during peak season.

This follows an uptick from 54% during 2024’s peak, when free returns were more widely viewed as a necessity for customer acquisition and loyalty. Paid orders are expected to make up around 43% of returns volume over this period.

Not only will more retailers charge for returns, but fees are likely to rise by +5-10%. The mean fee rose by +7% to £3.91 per return last peak, with the fee most often paid at £4.99.

As return fees continue to be more commonplace, expectations around service are increasing. Almost two thirds (64%) of shoppers would abandon a retailer after a poor returns experience, demonstrating the premium available to retailers that excel after the point of purchase.

“Free returns are no longer the norm as shoppers have become more receptive to the idea that there’s no such thing as a free return, but charging a fee comes with higher expectations,” Al Gerrie, ZigZag’s CEO, said.

“Cautious spending and slow growth has made customer loyalty the most important source of revenue for retailers, so they need to be able to offer a convenient and reliable returns service with a range of carriers and ways of returning.”

Consumers are also prioritising different methods for returning in 2026, ZigZag estimates. While the Post Office remains the largest returns route, returns through parcel lockers have surged +27% year-on-year and have displaced returns to parcel shops as the second most used return method nationwide.

Collections from home also grew by +14% over peak season 2025. With customers now paying returns fees more often as standard, extra fees to have returns collected directly from home continue to rise in popularity.

Across Black Friday week in 2025, returns grew by around +5% compared to the same period in 2024. This period also accounted for over 10% of total peak returns volume despite multiple reports that rising numbers of shoppers finalise Christmas shopping before Black Friday.

“Black Friday is still important to prepare for, but peak season goes well beyond single-day spending sprees now,” Gerrie continued. “Flexible and forgiving returns policies that can easily adapt to spending trends help to save the sale in this environment.”