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Can a solid returns policy make or break a luxury goods sale?

The simple answer is “yes”

Think back to the last time you shopped online. What were some of the factors you took into consideration before putting an item in your cart and hitting the checkout button? Product reviews, maybe? Discounts or promotions? Free shipping, perhaps? And, if you’re like me, you looked for an easy and hassle-free returns process.

If this sounds like your last e-commerce shopping experience, you are like the average online luxury shopper, according to the 2015 UPS Pulse of the Online Shopper™ Study. The study, conducted by comScore Inc., analyzed data from 5,118 U.S. online shoppers, 576 were identified as purchasers of luxury non-apparel goods, which includes jewelry and watches. This data gives luxury retailers an enlightening, and potentially profitable, peek into the minds of the people they most want to engage.


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