Footwear Insight

[ YES ] [ NO ] [ NEGATIVE ] [ POSTIVE ] Was the experience returning a product positive or negative in your opinion? When you purchase footwear online, do you expect to pay for the shipping of returned items? 8% 14% 61% 69% "Not difficult, and exchanged for correct size." Male / 26 "Very fast and easy. They asked the reason for the return and credited me back immediately." Female / 48 "They gave me a refund even though I couldn't find my receipt — very helpful." Female / 24 "The retailer was very good about taking back the item, offering to fix it or exchange it." Male / 28 "Yes but I always try to find deals when there is free shipping." Female / 32 "Unless the issue is a result of the manufacturer's defect, error, or other issue not caused by me." Male / 45 "Why should the retailer pay for your mistakes? If they sent you the wrong size it is one thing, but if you buy footwear and don't end up liking it, how is it their fault?" Male / 22 "Especially if I got free shipping to my home, I expect they won't want to pay for me to return them." Female / 38 "Of course I expect to pay. I understand I'm taking a chance purchasing online and it's my obligation to pay for shipping if the reason for return is due to my choices and not a manufacturer error." Female / 34 "I'd rather have the shoe be less expensive than have the retailer cook in a return fee." Male / 28 "If it's due to a defect in the product I don't expect to pay but if it's because I just didn't want them, then yes, I expect to pay." Female / 31 "When you buy name brand products at higher cost (especially those you've had previously good experiences/ long lasting), you don't expect to waste time returning them." Male / 41 "The return process was easy and the clerk was great, but I really dislike returning items in general. I feel like it is a waste of time for me and I know it isn't good for the retailer I bought the product from." Female / 43 30% DID NOT RETURN 7% DO NOT PURCHASE ONLINE "I can expect to pay for shipping, but I should NOT have to pay for a return." Male / 30 "Lower costs associated with online shopping. Returns are factored into pricing." Male / 50 "No for defective boots or comfort, yes for wrong size." Male / 37 "If I have to pay for return shipping, it often deters me from taking a risk with sizing/ fit of new footwear." Male 33 "An online return should cost the same as a brick and mortar shoe return." Female / 54 "Most places I shop offer free returns with online shopping, so it's become something I expect." Female / 24 "The ability to try on, and ship a return for free factors into my decision making." Male / 55 "If I pay for shipping in the first place, I expect the return shipping to be covered. If the initial purchase includes free shipping, then I expect to pay for return shipping." Female / 43 56 • Footwear Insight ~ November/December 2018 footwearinsight.com TRENDINSIGHT See the complete list of consumer comments at trendinsightmag.com 46% Less than one week 6% Less than two months 8% Less than one month 13% Less than two weeks 3% More than two months How long did you have the item(s) before you returned it?

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