Dutch online shoppers face high return rates and delivery failures

A recent EenVandaag opinion panel found that Dutch consumers returned 57 million online‑purchased items last year, roughly one‑third of all e‑commerce orders. About 23 % said they would order less if return fees were mandatory, while 22 % deliberately bought multiple sizes or colours to try at home, a behaviour the researchers label “bracketing”. The main reason for returns, cited by 75 % of respondents, is poor fit or comfort of clothing.

The same panel reported that 32 % of participants experienced at least one delivery problem in the past twelve months, including mis‑delivery, loss, theft or packages left in unsecured locations. Nearly one in three Dutch shoppers therefore faced a failed or problematic delivery. Respondents said it is often difficult to obtain compensation from couriers or retailers. The study links these issues to high workload, rapid growth in parcel volumes and time pressure on delivery staff.