Get two-man returns collection with AIT Home Delivery and ZigZag
ZigZag Global is proud to have partnered with AIT Home Delivery to help merchants, particularly those in homeware and gardenware, collect big and heavy returns from their UK customers.
ZigZag Global is proud to have partnered with AIT Home Delivery to help merchants, 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 AIT Home Delivery 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 AIT Home Delivery: The UK’s specialist in two-person, white-glove home delivery
AIT Home Delivery is a specialist residential and e-commerce logistics provider focused on premium direct-to-consumer delivery services, particularly for large, heavy or bulky goods. Originally operating as Panther Logistics in the UK, the business rebranded to AIT Home Delivery after being acquired by global freight forwarder AIT Worldwide Logistics in 2020, and has since expanded its footprint and service capabilities across Europe. The company builds on decades of experience in two-person delivery and white-glove services, a segment where it has established a strong reputation – especially in markets like the UK where it boasts high levels of next-day delivery and customer satisfaction.
AIT’s core offering centres on final-mile delivery solutions tailored to online retailers and manufacturers who sell bulky or complex products such as furniture, appliances, TVs and large electronics. Beyond simply dropping parcels at a doorstep, its services typically include delivery to room of choice, professional handling by two-person crews, installation or assembly support, and even packaging removal or haul-away of old units where contracted. This “white glove” approach differentiates it from standard parcel carriers and aligns with consumer expectations for convenience and care when receiving larger purchases.
Technology and customer communication are also key components of AIT’s proposition – its systems support real-time tracking, proactive notifications and delivery planning to enhance transparency and control throughout the delivery journey. As part of its European expansion, AIT Home Delivery is rolling out its specialist two-person delivery services in countries like Germany, bringing its premium final-mile expertise to new markets and targeting similar consumer demand for tailored, high-touch delivery experiences outside the UK.
Overall, AIT Home Delivery positions itself as a value-added logistics partner for e-commerce brands that need more than standard parcel transport – offering a combination of careful handling, customer-centric service and integrated technology to deliver a high-quality final-mile experience.
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 AIT Home Delivery, 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 AIT Delivery
ZigZag is the world's most connected post-purchase and returns network, helping merchants automate, optimise, and offset the cost of their returns.
By connecting you to over 1,500 carrier services across more than 170 countries, our platform helps you ensure your customers have a smooth, convenient, and cost-effective returns experience.
See firsthand 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.
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 AIT Home Delivery.
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.
Boden’s Head of Logistics Colin Dawes stated, “One of the reasons we switched to ZigZag as our returns provider was to make savings across our supply chain. As a prominent British retailer, we have strong relationships with a number of carriers across the UK, but we were able to take advantage of ZigZag’s international carriage rates.
“In the first year of working with ZigZag, we have saved hundreds of thousands of pounds already by moving from our old returns provider’s rates to ZigZag’s more competitive fees.”
In markets where Boden did not have existing relationships, ZigZag filled the gap with strong options and real depth of coverage.
Within three days, Boden was set up with one of ZigZag's US partners at half the price of what their previous returns solution had quoted.
In-store returns done right
New Look partnered with ZigZag to tackle high returns costs and a lack of insight into why customers were sending items back.
By introducing free in-store returns alongside a small charge of £2.50 for online returns, New Look doubled in-store return volumes.
The retailer also saw a 20% drop in return status queries once improved tracking went live, and their TrustPilot score rose from 4.3 out of 5 to 4.7 out of 5.
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.
Through ZigZag, retailers can access AIT Home Delivery 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 AIT Home Delivery’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 AIT Home Delivery and ZigZag
United Kingdom
The AIT Home Delivery 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.
AIT Home Delivery’s 7-day a week delivery across the UK sits 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 AIT Home Delivery 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 AIT Home Delivery.
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.
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 AIT Home Delivery 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 AIT Home Delivery 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 AIT Home Delivery’s extensive fleet of two-made 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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