How retailers can transform their returns with DHL Express and ZigZag
ZigZag is proud to have partnered with DHL Express to help merchants streamline their returns process
How retailers can transform their returns with DHL Express and ZigZag
ZigZag Global and DHL Express have partnered to streamlined returns solutions that combine the best of ZigZag’s returns technology and DHL’s global shipping solutions.
We’re going to explore how accessing DHL Express services through ZigZag’s return technologies unlock global returns for merchants of all sizes.
About DHL Express: The world’s leading logistics company
DHL Express is the Global market leader in Time Definite International Delivery. Express’ integrated global network has a longstanding local presence in 220+ countries & territories with cross-border services targeted for global e-commerce merchants.
Why ZigZag and DHL Express 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 Express, merchants 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 Express 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 DHLExpress 's logistics power
Recognising early on the growing importance of returns in e-commerce, DHL Express 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 Express 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 Express 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.”
DHLExpress 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 Express 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 Express 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.”
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 Express solution, powered by ZigZag
The partnership enables DHL Express to offer ZigZag’s returns portal as a fully branded solution under its own name or that of its retailers. This strengthens brand visibility while reinforcing trust among both retailers and end consumers. By delivering a branded returns experience, DHL Express 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.
Through ZigZag, retailers can access DHL Expressservice for a huge number of countries, from the UK and across Europe, to a whole host of countries across Africa, Asia, and the Americas.
DHL Express connects your business to over 220 countries and territories, delivering your products worldwide with speed and reliability.
With flexible outbound solutions, you stay in control every step of the way. Receivers can choose how and when they receive their delivery with On Demand Delivery and real-time tracking, while shippers manage everything effortlessly using MyDHL+ for quick quoting, booking, and label printing.
Here is what the service includes and why it matters.
Drop-off to Service Points and Convenience Stores
DHL Express 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 Service Points 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.
Home collection returns
Through DHL Express, customers can have their returns collected right from their doorstep.
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 growing in adoption all around the world, paying a fee for the option isn’t stopping shoppers. It was the UK’s favourite option in 2025, the US’s second most preferred, and continues to grow in popularity across Europe, in particular Germany.
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. 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.
Paperless returns also deliver clear advantages for retailers. 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.
Does DHL Express Offer Paperless Returns?
Yes, DHL Express now offers paperless returns.
Amritha Shetty (Vice President Digital Customer Programs, DHL Express) highlighted the benefits of this new offering: “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,”
Go Live with ZigZag and DHL Express
Getting started with DHL Express returns through ZigZag is straightforward.
With DHL Express’s extensive drop-off and collection network, combined with ZigZag's intelligent platform and deep returns data, you are well placed to offer your Global customers a returns experience that builds loyalty and protects your margins.
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