Get large and two-man returns collections with XDP and ZigZag
ZigZag Global is proud to have partnered with XDP to help retailers, particularly those in homeware and gardenware, collect big and heavy returns from their UK customers.
ZigZag Global is proud to have partnered with XDP to help retailers, particularly those in homeware and gardenware, collect big and heavy returns from their UK customers.
In this article, we’re going to go over what type of company XDP is, which crucial service it provides, how it works with ZigZag, the market we offer it in, and how that benefits you as a retailer.
About XDP: 25 years' experience as a leading parcel and freight network
XDP is a UK-based parcel carrier specialising in reliable, cost-effective B2C and B2B delivery solutions. With a strong focus on final-mile performance, XDP provides nationwide coverage through a network of depots and delivery partners designed to support high-volume eCommerce and retail operations. The company offers a range of services including next-day and economy delivery, large and irregular parcel handling, and tailored logistics solutions to meet the needs of growing brands and established retailers alike.
Known for its operational flexibility, XDP supports retailers with scalable capacity during peak periods, robust tracking capabilities, and technology integrations that improve visibility across the delivery journey. By combining competitive pricing with service reliability, XDP helps businesses enhance the customer experience while maintaining control over shipping costs and supply chain performance.
What retailers need a two-made delivery and collection partner
Two-man delivery and collection services are typically required by retailers selling large, heavy, high-value or complex products that cannot be safely or conveniently handled by a single driver. These retailers are most commonly found in sectors such as furniture and home furnishings, large domestic appliances (white goods), consumer electronics (e.g. large TVs), fitness equipment, kitchen and bathroom installations, mattresses, and specialist home improvement products.
In many cases – particularly for sofas, wardrobes, American-style fridge freezers or gym equipment – items are bulky, weigh over 30-40 kg, or require delivery to a specific room in the home, sometimes involving stairs or tight access. For these sectors, two-person crews reduce damage risk, improve safety compliance, and enable value-added services such as assembly, installation, packaging removal, and old-item take-back.
For customers, two-man delivery is important because it directly affects the overall purchase experience, not just the transport of the item. Large purchases are often high-consideration and high-value, meaning expectations around care, professionalism and convenience are significantly higher than for standard parcels.
Room-of-choice placement, careful handling, and optional installation reduce stress and physical strain for consumers, while removal of packaging or old appliances simplifies the process and supports sustainability goals. In sectors like furniture and appliances – where returns can be costly and logistically complex – a well-executed two-person delivery can also lower damage rates and reduce the likelihood of failed deliveries, ultimately protecting retailer margins while strengthening customer satisfaction and brand loyalty.
It’s also vital to be able to provide and organise a trusted two-man carrier service, like XDP, to collect on behalf of the customer. Forcing them to sort their own return can easily lead to them selecting an untrustworthy partner or the wrong type of service, ultimately leading to Customer Service Team intervention and a less than happy customer.
Why ZigZag is the Ideal Returns Partner for retailers using XDP
ZigZag is the world's most connected post-purchase and returns network.
ZigZag is uniquely positioned to support retailers through every stage of the returns journey by seamlessly connecting its customers to its carriers, warehouses, and service partners in one unified ecosystem.
This level of connectivity means retailers can deliver faster, smoother, and more consistent customer experiences across every market, while reducing operational complexity behind the scenes.
For retailers, it translates into greater efficiency, stronger customer loyalty, improved visibility and control, and the ability to differentiate through best-in-class post-purchase experiences that drive retention and long-term growth.
See first-hand how the returns portal, carrier selection, and tracking features all come together: 👇
A Truly Global Returns Network
ZigZag's carrier network is one of the widest in the industry.
With over 1,500 carrier services spanning more than 170 countries, you’ll gain access to a massive range of drop-off, collection, locker, and in-store return options, all managed from a single platform.
ZigZag's returns portal supports multiple currencies and languages, meaning international shoppers get a localised experience no matter where they are.
In-store returns are a growing part of the picture, too.
ZigZag offers Return to Store functionality that integrates physical shop locations directly into the returns portal.
Your shoppers will see their nearest store on an interactive map alongside Post Offices and parcel lockers.
💡 Retailers like New Look have introduced self-service drop-off kiosks in selected UK stores, and many brands have found that offering free in-store returns while charging for online returns can double the number of items brought back to stores.
We’ve seen that this is not only reducing shipping costs but also driving footfall at the same time.
Refund to Store Credit and Live Exchanges
Returns don’t always have to mean lost revenue — we have additional tools to help you retain it.
Our Refund to Gift Card feature keeps cash within your business by offering customers store credit instead of a direct bank refund. While the return still goes ahead, loyal shoppers are encouraged to choose credit — often supported by incentives such as bonus value or a faster refund turnaround. The impact is significant: customers who opt for gift card refunds typically spend 145% of their original refund value on their next purchase.
With Live Exchanges, retailers can go a step further and prevent the return altogether. Not every customer wants their money back — many simply want the right product. Live Exchanges presents shoppers with a real-time catalogue of in-stock items, allowing them to swap their return for a different size, colour, or even an entirely different product. It’s a seamless way to save the sale, protect revenue, and improve the customer experience.
How we have improved the logistics networks of retailers around the world
ZigZag has helped some of the UK's best-known retailers transform their returns operations.
Here are a few examples that highlight different benefits.
Competitive Carrier Rates
One of the biggest advantages of working with ZigZag is the carrier rates the platform can offer.
Because ZigZag manages the returns of so many enterprise retailers, the volume it generates lets us get competitive pricing from carriers like XDP..
These savings are passed on to you.
We know that, for retailers like you, the cost of returns is one of the largest drains on margin, which is why finding ways to bring those costs down makes a real difference to the bottom line.
But this is not just a theory.
Boden, the well-known British clothing brand, already had strong direct carrier contracts thanks to their own volume and reputation.
Even so, ZigZag was still able to grow its carrier network and deliver savings north of over half a million pounds in just the first year.
Colin Dawes, Head of Logistics at Boden, explained how it worked in practice: he noted that Boden had quite a lot of direct contracts for their main markets, and those could simply be brought over, which was fantastic.
In markets where Boden did not have existing relationships, ZigZag filled the gap with strong options and real depth of coverage.
Colin Dawes, Head of Logistics at Boden, stated: “On the day we switched to ZigZag, our US returns carrier partner, Pitney Bowes, was unable to continue operating and we were forced to look for an alternative. Within 3 days we were set up with one of ZigZag’s US partners, at half the price of the quoted carriage fee from our previous returns solution.”
Customs consolidation that saves time and money
Lands' End was dealing with delayed refunds, an outdated label-in-the-box system, and extremely limited carrier options.
UK customers had no carrier provided at all and had to source their own postage. ZigZag introduced grading services at a consolidated warehouse in Germany, so returns could be assessed in Europe before making the journey back to the UK.
The entire operation moved from paper-based to digital, with the operations team at Lands' End praising the smooth transition and noting substantial savings.
Setting up carrier contracts one by one in each country would have taken months and tied up the team in negotiations.
ZigZag's ready-built network meant Secret Sales could go live in new markets rapidly while simultaneously reducing their returns costs.
Book a demo with ZigZag
XDP Services with ZigZag
Through ZigZag, retailers can access XDP service for UK domestic returns.
Here is what the service includes and why it matters.
Home collection returns
UK consumers can have their returns collected right from their doorstep through XDP’S Collection from Home service.
Home collection has become increasingly popular amongst consumers that have shifted towards a more WFH life since the pandemic.
It is also a disability-friendly option for customers with mobility issues or a need to stay home. And critical for large orders that might require large amounts of van space or for nervous customers with high-value items.
The convenient returns option is rarely offered for free by retailers.
However, with home collection now the UK’s favourite option, and its adoption growing year on year, that isn’t stopping them going for it! About 46% of the UK’s top 100 retailers now offer the service.
What Markets Can You Get Returns Back from Through XDP and ZigZag
United Kingdom
The XDP service through ZigZag covers the full United Kingdom, with returns travelling within Great Britain.
The UK is one of the world's most mature e-commerce markets. Online shopping penetration is among the highest globally, with tens of millions of consumers regularly buying clothing, electronics, beauty products, and homeware online.
The UK shopper is digitally savvy, expects clear returns policies, and often checks the returns process before completing a purchase.
According to ZigZag's own research, over half of shoppers will avoid a purchase entirely if the returns policy does not meet their expectations.
The UK retail returns landscape is competitive and fast-moving.
Major retailers like ASOS, New Look, Boden, and Marks & Spencer have all invested heavily in their returns experience.
Return rates in fashion can run well above 20%, and consumers have grown accustomed to easy, often free, returns.
This means offering a convenient and well-tracked returns process is not just a nice-to-have - it is essential for customer retention.
From a logistics perspective, the UK benefits from a dense carrier network.
XDP delivers across the UK, including Jersey and Guernsey, sitting alongside other major carriers, giving retailers plenty of options.
Since Brexit, the UK sits outside the EU single market and customs union, which has added complexity to cross-border ecommerce with Europe.
For retailers selling into both the UK and the EU, having a returns partner like ZigZag that understands customs processes and can route returns efficiently is especially valuable.
ZigZag's carrier-agnostic approach means you can use the best available carrier for each leg of the journey, whether that is XDP domestically or another carrier for cross-border movements.
The UK is also a strong market for sustainability-conscious shoppers, ZigZag's paper label elimination efforts (the platform has helped eliminate 35 million paper labels per year) align well with growing consumer expectations around environmental responsibility.
Communication is Key for Collection
Communication is particularly critical for home collection deliveries because these services are appointment-based, disruptive to the household routine, and often involve large or high-value items. And that’s why we work with XDP.
Unlike standard parcel drop-offs, collections require customers to be present, have items prepared (e.g., disconnected appliances, repackaged goods, cleared access routes), and sometimes coordinate building access or parking. Clear, proactive communication – such as confirmed time windows, real-time tracking, pre-arrival notifications, and instructions on how to prepare the item – reduces failed collections, minimises delays, and prevents unnecessary re-visits that increase cost and carbon impact.
It also reassures customers during what can be a sensitive moment in the purchase journey, particularly if the collection relates to a return, replacement, or faulty product. Strong communication therefore protects both operational efficiency and brand perception, turning a potentially frustrating process into a smooth, confidence-building experience.
Does XDP Offer Paperless Returns
Yes, XDP offers paperless returns through ZigZag.
What Are Paperless Returns?
Paperless returns, sometimes called label-free or label-less returns, allow customers to process a return without needing to print a physical label.
Instead of sticking a paper label onto the parcel, the customer receives a QR code or barcode on their phone after completing the return through the retailer's online portal.
The Importance of Having Plenty of Carriers for Returns
Relying on a single carrier for your returns might seem simpler, but it comes with real risks.
Having access to a wide range of carriers through a platform like ZigZag protects your business and keeps your customers happy in several important ways.
Protection Against Delays and Disruptions
Carriers can be hit by all sorts of disruptions, from strikes and staffing shortages to severe weather and peak season overload.
Royal Mail experienced multiple rounds of strike action in 2022.
GXO Logistics saw industrial action in 2024. During COVID, different carrier workforces were affected at different times, with one team out while another was still operating normally.
When you have multiple carriers available, you are not left scrambling if one is temporarily out of action.
ZigZag's platform allows retailers to switch carriers quickly, sometimes within 24 hours, so disruptions do not have to mean delays for your customers.
Choice and Flexibility for Customers
No two shoppers return items the same way. Some prefer dropping off at a local Post Office. Others want a parcel locker they can access at any time of day.
Some need home collection because they have mobility challenges or simply work from home.
By offering a range of carriers and return methods, you meet your customers where they are rather than forcing them into a one-size-fits-all process.
ZigZag's research shows that home collection adoption grew by 77% during peak 2023 to 2024, while locker usage grew by 68% over the same period.
The message is clear: shoppers want options.
Protection Against Carriers Going Out of Business
Carrier businesses can and do go into administration or face sudden operational failures.
Boden experienced this first-hand when their US returns partner, Pitney Bowes, was suddenly unable to continue operating on the very day Boden switched to ZigZag.
Thanks to ZigZag's deep carrier network, Boden was set up with a new US partner within three days, at half the cost.
Having a returns platform with access to over 1,500 carrier services means your business is never left without a backup plan.
If one carrier can no longer serve you, there are ready-made alternatives already integrated into the system.
Getting started with XDP returns through ZigZag is straightforward.
ZigZag's implementation process is designed to be fast and low-effort on the retailer side.
Once you are live, you will have access to XDP services across the UK alongside ZigZag's full suite of returns management tools, including the customisable returns portal, advanced analytics and reporting, paperless options, and the ability to offer paid returns, exchanges, or store credit.
With XDP’s extensive fleet of two-man carriers and UK coverage, combined with ZigZag's intelligent routing, competitive carrier rates, and deep returns data, you are well placed to offer your UK customers a returns experience that builds loyalty and protects your margins.
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