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What Zara’s recent decision says about the decline of free online returns

Zara’s decision to start charging for online returns this month has raised complex questions about why people send back such a high proportion of items they buy online, and what can be done about it.  As of 4 May, the Spanish fashion brand has started charging customers around the world for returns sent back through the mail. In Australia, the fee is $2.95, though customers can still return online purchases at Zara stores for free.  While the move may have caught customers off guard,