Reverse logistics is becoming a strategic priority for e-commerce operators as rising return volumes reshape parcel and postal networks, according to new data released by DHL.
Drawing on its 2025 E-commerce Trends Reports and recent operational figures, DHL says returns are increasingly influencing conversion rates, sustainability outcomes and supply chain resilience, particularly in apparel and other high-return categories.
Return rates in fashion now regularly exceed 50%, driven by ‘bracketing,’ where customers order multiple sizes or colors with the intention of returning most items. For some categories, such as women’s dresses, return rates can reach almost 90%, according to research by IHL Group cited by DHL. In the USA alone, retail returns were estimated at US$890bn in 2024, equivalent to around 17% of total retail sales.
Consumer expectations are reinforcing the trend. DHL data shows 79% of online shoppers will abandon a purchase if return policies are unclear or inconvenient, while incorrect sizing and poor product quality are cited as the leading causes of returns, rather than transit damage.
DHL argues that as volumes rise, how returns are handled is becoming a point of differentiation rather than simply a cost. The company estimates an untapped ‘global value pool’ of US$62.5bn annually from returned goods that could be recovered through inspection, refurbishment and resale instead of disposal.
To support this shift, DHL has expanded its returns infrastructure, including a global fleet of around 42,000 electric vehicles and approximately 170,000 out-of-home drop-off points. The company says shorter transportation distances and parcel locker returns can reduce emissions while improving customer convenience. DHL has also rolled out label-free returns using QR codes in several markets.
“Returns are now an unavoidable expectation,” said Pablo Ciano, CEO of DHL eCommerce. “Data shows consumers want a ‘hybrid’ experience – buying online but returning via a dense network of parcel lockers or service points. We are meeting this demand with nearly 170,000 access points across Europe and digital solutions such as labelless returns, which are preferred by 32% of Gen Z shoppers. This not only adds convenience but directly supports our goal of shortening transport distances.”
DHL has also scaled its DHL ReTurn Network in North America following its acquisition of Inmar Supply Chain Solutions. The network now operates 11 sites focused on processing e-commerce returns and overstocks. By co-locating fulfillment and returns operations, DHL says that goods can be inspected, restocked and resold more quickly, sometimes within the same day.
Hendrik Venter, CEO of DHL Supply Chain EMEA, said, “”An efficient supply chain is the backbone of any successful return strategy. Through the DHL ReTurn Network, we are not just moving boxes; we are remarketing products. Our programs batch goods for secondary markets, ensuring that, instead of entering landfills, products remain in the supply chain. This approach allows retailers to earn up to 90% of a product’s resale value, turning unproductive inventory back into revenue. With DHL, sustainability and profitability are two sides of the same coin.”
In related news, Royal Mail signposts new return options ahead of ‘Takeback Tuesday’