DHL data highlights surge in e-commerce returns

According to data released by DHL, global e-commerce return rates are continuing to rise, with returns now representing a significant share of total retail activity, particularly in apparel.

Findings from DHL’s 2025 E-Commerce Trends research show that fashion return rates regularly exceed 50 percent, driven by consumer behaviour such as “bracketing”, where shoppers order multiple sizes or colours with the intention of returning unwanted items. Research cited by DHL from IHL Group indicates that in high-sensitivity categories, including women’s dresses, return rates can reach close to 90 percent.

DHL’s E-Commerce Trends Report: Shopper Edit also highlights the direct impact of returns on online conversion. Seventy-nine percent of shoppers report abandoning a purchase if a retailer’s return policy does not meet their expectations. The same report shows that the most common reasons for returns are incorrect sizing, cited by 54 percent of shoppers, and poor product quality, cited by 55 percent, rather than transit damage.

The economic impact of returns is substantial. IHL Group estimates a global “invisible value pool” of approximately US$62.5 billion annually, representing recoverable value lost when returned products are written off or sent to low-value disposal pathways. In the United States, the National Retail Federation estimates retail returns reached US$890 billion in 2024, equating to around 17 percent of total retail sales.

DHL reports it is addressing rising returns volumes through network density and operational investment. The company operates approximately 170,000 out-of-home drop-off points globally and has deployed more than 42,000 electric vehicles across its delivery fleet. DHL has also introduced labelless returns using QR codes, removing the need for printed labels.

In North America, DHL has expanded its DHL ReTurn Network following the acquisition of Inmar Supply Chain Solutions. The network consists of 11 sites handling e-commerce returns and overstocks, where goods are inspected, sorted, and either restocked or redirected to secondary markets. Returns management forms part of DHL’s Strategy 2030, focused on scalable and lower-emissions e-commerce logistics.