CONSUMER HOLIDAY SHIPPING TRENDS 2023
An in-depth look at how shipping and returns are influencing Americans’ buying decisions this holiday shopping season
Fueled by data from over 2,000 American consumers gathered through Censuswide, an accredited third-party research platform, the new insights reveal the pressures consumers are exerting on retailers this holiday season surrounding expectations for streamlined and generous shipping and returns policies.
“Shipping and returns are always a key part of the holiday shopping experience, but the data reflects that this year, there exists a wider gap between retailer and consumer expectations – particularly, when looking at returns. While retailers scale back returns support, consumers are voicing that they’re planning to shop with returns in mind this holiday season and will prioritize purchasing from vendors that make these logistical experiences free and fast for them. The more retailers begin to plan with this in mind today, the smoother the experience will be for shipper and consumer alike, in the months to come.”
– Heather Hoover-Salomon, CEO, uShip
Consumers reveal their returns-first shopping strategy this holiday season
Businesses, brace yourselves.
Despite many large retailers walking back generous returns policies in recent months, consumers reveal their expectations for returns support haven’t shifted. In fact, returns are a key part of how they plan to shop this holiday season, meaning vendors need to be prepared to support what’s shaping up to be large return volumes.
Almost 1/3 (31%) of consumers say they are making returns part of their shopping strategy – planning to buy multiple items knowing they’ll have the option to return later
Consumers reveal their returns-first shopping strategy this holiday season
Businesses, brace yourselves.
Despite many large retailers walking back generous returns policies in recent months, consumers reveal their expectations for returns support haven’t shifted. In fact, returns are a key part of how they plan to shop this holiday season, meaning vendors need to be prepared to support what’s shaping up to be large return volumes.
Almost 1/3 (31%) of consumers say they are making returns part of their shopping strategy – planning to buy multiple items knowing they’ll have the option to return later
22% OF CONSUMERS
said a major pet peeve of the 2022 holiday shopping experience was being unable to return a gift, or paying more than they wanted in order to do so
48% of consumers
returned at least one gift last holiday season
21% of consumers
returned at least 3 gifts last holiday season
40% of consumers
say they plan to return at least one gift this holiday season
Retailers who support returns more readily see greater consumer purchase intent:
31% of consumers say they’ll buy from one retailer over another if they offer free shipping and returns
32% will only consider purchasing from retailers who offer free shipping and returns
22% said paying for standard shipping last holiday season was one of their biggest pet peeves
Consumers bet on crunch time, shopping later than usual
This year’s Holiday Shopping Timeline:
While 27% of consumers are sticking to the traditional holiday shopping kickoff time of Black Friday and Cyber Monday, a larger number – 30% – say they plan to wait until early December or the week before Christmas
Consumers bet on crunch time, shopping later than usual
This year’s Holiday Shopping Timeline:
While 27% of consumers are sticking to the traditional holiday shopping kickoff time of Black Friday and Cyber Monday, a larger number – 30% – say they plan to wait until early December or the week before Christmas
Consumers are putting the onus of this shopping procrastination largely on retailers and shippers:
43% of consumers
say they will be conducting at least half of their holiday gift shopping online
45% of consumers
who are shopping online say they will only have their purchases shipped to them versus in-store pickup
33% said
delayed shipments were one of their biggest pet peeves from the 2022 holiday shopping season
19% said
paying extra for expedited shipping was a top pet peeve from last holiday shopping season
26% plan to
buy the majority of their gifts from the same retailer to simplify shipping and returns
But paradoxically, despite high expectations for fast, free shipping – consumers also say they’d like retailers to consider sustainability:
Almost 2/3 (63%) of consumers
said they would be more likely to purchase from a certain retailer if they prioritized sustainable shipping
Bulky goods vendors beware: complex deliveries are turning off consumers
While many consumers may find that must-have piece of furniture, a new kayak, or home appliance on their wish lists, gift-givers say they avoid bulky purchases primarily as a result of perceived shipping inconveniences for these larger goods.
31% of consumers said “a complicated shipping and delivery process” would deter them from following through on their purchase of a large item
Bulky goods vendors beware: complex deliveries are turning off consumers
While many consumers may find that must-have piece of furniture, a new kayak, or home appliance on their wish lists, gift-givers say they avoid bulky purchases primarily as a result of perceived shipping inconveniences for these larger goods.
31% of consumers said “a complicated shipping and delivery process” would deter them from following through on their purchase of a large item
A quarter (25%) cited
the expected delivery date being too long as another deterrent to large item purchases
20% said
the cost to returns being too high deters them from buying large/bulky gifts
With 34% of consumers planning
to do the majority of their shopping in-store this holiday season, bulky gifts may also present logistical difficulty for in-store buyers
18% said
receiving damaged or incorrect items was one of their top pet peeves from the 2022 holiday shopping season
“Large and bulky items often serve as one of the highest profit purchases for retailers, and yet, the data reveals that consumers are avoiding these during the holiday gifting season because of a perceived poor shipping and returns process. In the end, retailers have a revenue-building opportunity if they can meaningfully address these concerns and rewrite consumers’ sentiments about what the large goods purchasing experience can look like.”
– Heather Hoover-Salomon, CEO, uShip
Methodology:
The total sample size was 2028 consumers in the United States (16+). The survey was conducted from July 9- August 9, 2023. Censuswide abides by and employs members of the Market Research Society which is based on the ESOMAR principles.
Media Contact:
Diffusion PR on behalf of uShip
[email protected]
(646) 571-0120
About uShip
uShip makes it quick, easy, and affordable to ship large or bulky items. From cars to cranes and furniture to freight, our straightforward and transparent platform helps people, businesses, and e-commerce sellers ship with incredible speed and efficiency. uShip works with leading retail platforms like Etsy, eBay, AptDeco and Chairish. Launched in 2004, uShip is based in Austin, Texas.