This summer has brought us the long-awaited and long-awaited sales of Zara, but customers got a not-so-pleasant surprise when they started the payment process for their discounted clothes.
Zara modifies its shipping cost policy
For the first time in history, the multinational has started charging for shipping costs. Regardless of the expense they have made, customers must pay 3.95 euros for each home delivery or pick-up at delivery points. If you pay close attention, you can hear a heart break every minute.
Previously, the shipping costs for these two modalities were free with the minimum cost of 30 euros, but now in the «Standard delivery – 3.95 euros / FREE FOR ORDERS OVER 30 EUROS (applies only to items without discount)». And you find out about this when you are at the end of the purchase process.
shipping costs are not applied in case of picking up the purchase in the store, although in sales season only some places have this option enabled.
The free return policy has also changed
Another measure that has generated consumer discontent has been the change in the garment return policy. Since April, an additional amount is being applied within the process of returns of purchases made online or at collection points with Zara garments, although in Spain it has not yet been appliedcompany sources assure that it will arrive soon.
The measure has been implemented in 30 countries and within Europe it is present in Germany, and . In the latter, customers must pay 1.95 pounds for each return of one of their purchases through the online channel.
The charge is applied when making the return from the customer’s home or when using a third-party collection point, being exempt returns of purchases made directly in the chain’s official stores. From Inditex they explain that “Stores are exempt because the store pickup process is more efficient.”
Zara started by charging for bags and this did not satisfy its buyers
Similarly, since October the company has started charging for paper bags. All these measures are part of a policy with logistical, economic and environmental implications that point to sustainability.
The complaints have not been long in coming and many users have gone to the to show your dissatisfaction about the change in the free shipping and return policies.
And it is that taking into account a study carried out by IAB Spain, Ecommerce in Spain 2022, where 1 out of every 2 online buyers considers the and 48% say they have online due to hidden costs such as shipping costs or VAT, It is a bit disconcerting to know how changing Zara’s policies can affect its reputation.
The same study indicates that the 39% take into account the ease of making returns and claims as one of the main ones to choose an eCommerce.
Free shipping and returns vs. eco-friendly philosophy
Beyond the doubts about the economic viability In the long term of maintaining these services free of charge, it is also questionable whether these types of conditions can go hand in hand with the environmental responsibility. Some companies or eCommerce, such as Veepeefor example, prefer to bet on the solvency and sustainability of operations, “As well as the need to consumer awareness of your actions«, as they themselves indicate.
East eCommerce originally Frenchwhich was founded in 2001, charges shipping and returns from day one, and its founders believe that we are living a before and after the last Mille in online sales: «In the midst of an e-commerce boom in which, according to the future of e-commerce, one in four online consumers in Spain buys at least once a week, it seems that we are in a inflection point who can mark the future of e-commerce«, they assure.
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