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  "documentTitle": "Solving fashion’s product returns",
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  "authorName": "Roland Berger",
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  "notes": "Slide 24 of a consulting deck, focusing on consumer return patterns.",
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      "text": "The most frequently returned product category was womenswear.",
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      "text": "What kind of product did you return?",
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      "text": "Return frequency by category: 39%",
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      "text": "The consumer survey results echo with findings from existing studies, that the likelihood of returning fashion items decreases with age, with younger generations exhibiting a greater propensity for returning overall. Survey results showed that 43% of Generation Z and 53% of Millennial online shoppers had returned at least one online purchase in the last three months, a big difference when compared to only 27% for Over 41s.",
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      "text": "The introduction of solutions to better understand fit for online purchases, whether for clothing or shoes, would therefore be likely to help reduce return rates and in turn, returns emissions.",
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      "text": "The share of high intensity returners within each age groups is also higher for Generation Z (32%) and Millennials (36%), as compared to Over 41s (20%). As for gender groups, no significant return propensity difference was observed across gender.",
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      "text": "1. Generation Z and Millennials have higher propensity to return online purchases",
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      "text": "The trend of shoes comprising the second most frequently returned online purchase coincides with Statista's 2022 study, which showed that shoes were the second most returned online purchase in the UK. Out of respondents who had returned online purchases in the last three months, a higher proportion of males (19%) reported returning shoes than females (13%).",
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      "text": "To better understand the underlying returns behaviours, those who had shopped online in the last three months were asked a range of deep dive questions, including reasons behind returns, which solutions would be most likely to result in a behaviour change, and their thoughts on a potential returns levy.",
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      "text": "When asked about the types of online purchases returned within the last three months, womenswear was the most selected category, voted by 19% of online shoppers. This was followed by shoes (16%) and menswear (13%). Womenswear was also the most returned item by both high intensity online shoppers (39%) and high intensity returners (49%), again followed by shoes, cited by 28% of online shoppers and 43% of returners respectively.",
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      "text": "Note: numbers do not add up to 100% as multiple answers are possible, % gives the share of respondents that selected the answer. Figure 11: Types of products returned by high intensity online shoppers (% of high intensity online shoppers)",
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