How retailers can transform their returns with DHL and ZigZag

ZigZag Global is proud to have partnered with DHL to help merchants streamline their returns process through a combination of ZigZag’s returns expertise and technology as well as DHL Group’s logistics.

In this article, we’re going to go over what DHL’s solution is, how they are leading the world of logistics, why ZigZag powers the portal, and how that benefits you as the retailer.

About DHL Group: The world’s leading logistics company

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DHL Group is the world’s largest logistics and express delivery company, operating in more than 220 countries and territories and employing over 600,000 people globally. It is a major division of the German logistics group Deutsche Post DHL Group (now branded as DHL Group), making it a central player in international shipping, supply chain management, and e-commerce logistics.

DHL serves a wide range of markets including express parcel delivery, international freight forwarding, contract logistics, and e-commerce logistics solutions. Its services support industries such as retail, manufacturing, healthcare, automotive, technology, and life sciences. The company has particularly strong networks across Europe, Asia-Pacific, and the Americas, with extensive air and ground transportation infrastructure.

Core Service Divisions

• DHL Express – international time-definite express shipping and courier services.
• DHL Global Forwarding – air and ocean freight forwarding.
• DHL Supply Chain – contract logistics, warehousing, and supply chain management.
• DHL eCommerce – domestic and cross-border parcel delivery solutions for online retailers.

Today, DHL is widely regarded as a global leader in logistics, competing with companies such as FedEx and United Parcel Service (UPS). Its strengths include a vast international network, strong expertise in cross-border shipping, and integrated logistics solutions spanning transportation, warehousing, and last-mile delivery.

Why ZigZag and DHL is the perfect combination for retailers looking for a returns solution 

ZigZag is the world's most connected post-purchase and returns network, helping merchants automate, optimise, and offset the cost of their returns. 

Through DHL, retailers get access to every market around the world. The far-reaching logistics company is one of, if not the, most trusted carrier services amongst both retailers and shoppers.

ZigZag's returns portal supports multiple currencies and languages, meaning international shoppers get a localised experience no matter where they are.

Why DHL choose ZigZag to power its returns portal

We spoke to Amritha Shetty, Vice President Digital Customer Programs, DHL Express about the motivations and goals behind selecting ZigZag to power the company's returns solution.

Pairing the right returns solution with DHL's logistics power

Recognising early on the growing importance of returns in e-commerce, DHL sought to strengthen its capabilities in this area. Having already established strong outbound e-commerce logistics solutions for some of the world’s largest retailers, the company aimed to deliver the same level of efficiency and service for inbound returns. Rather than investing significant time and resources in building a new returns platform internally, DHL evaluated potential partners in the market. Ultimately, it chose to deepen its existing partnership with ZigZag, seeing it as the most effective way to expand and enhance its returns offering.

“DHL was looking for a flexible provider with an existing base of local and international return options. Our strategy was and has continued to be a focus on our core logistics offerings, looking for the right partners, especially in the SaaS and software space to join forces. Rather than building on our own, the approach was to leverage the scale of a platform without compromising service quality, branding, and achieving a tailored solution that fits our aspirations as a leading global logistics provider.”

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DHL and ZigZag share a common ambition to innovate

A strong product alone is not enough to ensure the success of a white-label partnership. Both organisations must also share common values. This includes a strong work ethic, a genuine commitment to customer experience, and a mutual drive to continue innovating.

“Due to first pilot projects, first integration of key DHL services were available to build on. We had an established and growing relationship with ZigZag as one of the core carriers offered to retailers on its returns platform.

“We developed a clear roadmap and commitment to extend these integrations for the mutual benefit of both partners. From the very beginning, there has been a willingness and commitment to truly work together as a team, with a small team pushing ahead jointly to create an MVP version ready for customers to start.”

DHL and ZigZag have extensive  implementation and tech teams

“The implementation progressed steadily, ultimately delivering a successful rollout of our new service on the ZigZag platform. Weekly check-in calls with the ZigZag Account Management, Finance, Tech, and Product teams ensured clear communication, aligned priorities, and smooth progress throughout the implementation.

“The end-to-end experience has been smooth and collaborative – from initial scoping and development through implementation, testing, and now ongoing optimisation of the service.”

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DHL and ZigZag onboard retailers quickly

Eight weeks. That is all it took a cross-functional team of experts from ZigZag and DHL to successfully onboard around 120 retailers.

While retailers often spend months waiting to be integrated with a returns solution provider, ZigZag’s platform enabled DHL’s customers to complete the onboarding process in a matter of hours. This was achieved without any disruption to their operations, while immediately giving them access to an enhanced returns experience, improved customer communications, and advanced features such as paid returns and product exchanges.

“The onboarding team has been highly attentive to retailers’ needs, providing close follow-up and hands-on support to ensure a complete and confident onboarding journey.”

A DHL solution, powered by ZigZag

The partnership enables DHL to offer ZigZag’s returns portal as a fully branded solution under its own name or that of it's retailers. This strengthens brand visibility while reinforcing trust among both retailers and end consumers. By delivering a branded returns experience, DHL can provide a more consistent and seamless customer journey.

Maintaining this brand continuity is key to building loyalty, as retailers and customers alike feel greater confidence in the returns process when it is delivered through a trusted and familiar brand.

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DHL Services with ZigZag

Through ZigZag, retailers can access DHL service for a huge number of countries, from the UK and across Europe, to a whole host of countries across Africa, Asia, and the Americas.

Here is what the service includes and why it matters.

Drop-off to Parcel Shop or Convenience Store

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DHL gives customers the option to drop off their return at one of up to 3,500 locations across the UK, with DHL Express operating at 1,600 points on the high street. Of course, that number jumps to an astounding 100,000 ServicePoints around the world.

For shoppers, this is one of the most popular ways to return a parcel. 

Rather than waiting at home for a collection, they can drop off their return while running other errands: on the way to work, during a lunch break, or while doing the weekly shop. 

The sheer number of locations means most customers will have a drop-off point close to home or on their regular routes.

Drop-off via Post Office

Customers can use DHL eCommerce’s service via the Post Office in the UK.

The Post Office network is one of the most trusted and recognised services by UK customers.

For many shoppers, especially those in smaller towns or rural areas, the local Post Office is a familiar and accessible destination. 

Pairing DHL’s reliable service with the trustworthiness and locality of the Post Office creates a returns experience that feels natural and easy for customers of all ages.

Lockers 

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DHL has a convenient locker service that retailers can utilise through ZigZag.

Lockers are another easy way to make a return. All you need is a QR code, and you can head down to a local locker, often near train stations, large supermarkets, or in town centres. They are completely self-serve and used by around a quarter of shoppers for their returns now.

There was a 35% increase in use of lockers in peak season 25/26 compared to the same period the year before in the UK. Booming in many markets; greener because of centralised collection and ideal for scale. 

Home collection returns

UK consumers can have their returns collected right from their doorstep through DHL.

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 DHL and ZigZag?

The real question is: Which markets does DHL not operate in through ZigZag? 

It is a far shorter answer to give.

Just some of the lanes available include:

• ‍Europe: Albania, Austria, Bulgaria, Denmark, France, Germany, Italy, Moldova, and more.
• ‍Africa: Chad, The Gambia, Ghana, Libya, Mozambique, Nigeria, and more.
• ‍Asia: China, Kazakhstan, India, Japan, Maldives, South Korea, and more.
• ‍Americas: Canada, Colombia, El Salvador, Mexico, the US, and more.
• ‍Oceania: Australia, Fiji, New Zealand, and more.

You can review a fuller list here on our website or get in touch with the ZigZag team directly.

Stuart Hill, CEO, DHL eCommerce UK, commented, “International e-commerce continues to grow at a rapid pace but the retail industry remains under pressure. As more retailers look to capitalize on the opportunity for sales overseas, the lost value of returns on international baskets is having a direct impact on profitability, particularly when it comes to high-value items.

“Through our partnership with ZigZag, we can help them seize the opportunity for international growth. All while ensuring a seamless and convenient customer experience for valued customers.”

Matthew Jacques, global partnerships director, ZigZag, added, “It is vital for retailers all over the world to be looking at ways to save money, now more than ever. Our partnership with DHL provides the perfect opportunity for retailers to reduce the cost of their domestic and international carriage.

“We are thrilled to be working so closely with DHL to solve this complex issue and allow retailers to make a cost saving during a challenging international retail landscape.”

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Does DHL Offer Paperless Returns?

Yes, DHL provides paperless (label-free) returns through a digital QR code system. Customers receive a QR code on their smartphone, which they can present at a DHL Service Point or to a courier. The code is scanned and the return label is generated on the spot, eliminating the need for customers to print a label themselves.

Amritha Shetty, Vice President Digital Customer Programs, DHL Express commented, “The Label-Free service delivers clear sustainability benefits by replacing printed labels with a digital QR code for DHL handover, reducing paper use across every return. As more customers adopt the service, the cumulative reduction in paper waste grows, supporting an eco-friendlier and resource-efficient returns journey.”

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.

Why Customers Want Paperless Returns

The shift toward paperless returns is driven by a simple reality: most people no longer have a printer at home. Even for those who do, printers are often out of ink, jammed, or tucked away and inconvenient to use. Requiring customers to print a return label adds unnecessary friction to the process—and friction quickly turns into frustration.

Paperless returns remove this barrier entirely. Customers can start and complete a return using only their smartphone, making the process faster, simpler, and far more convenient—exactly what today’s online shoppers expect. 

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Why retailers benefit from paperless returns

Beyond improving the customer experience, paperless returns also deliver clear advantages for retailers. Replacing a full sheet of printed paper with a small label generated at a parcel shop reduces paper waste, supporting sustainability goals and appealing to environmentally conscious consumers. It also lowers the risk of lost or damaged labels, a common cause of failed returns and customer service queries.

From an operational perspective, paperless returns integrate seamlessly with digital tracking. Each QR code scan creates a data point, providing retailers with real-time visibility into where a return is within the process and enabling better monitoring and management of reverse logistics.

Go Live with ZigZag and DHL

Getting started with DHL returns through ZigZag is straightforward. 

With DHL’s extensive drop-off and collection network, combined with ZigZag's intelligent platform and deep returns data, you are well placed to offer your UK customers a returns experience that builds loyalty and protects your margins.

View the DHL x ZigZag case study here >> 

Ready to get started? 

Get in touch with DHL directly here >>