How ZigZag Helps Manage Your Spanish Returns Through Celeritas
ZigZag Global is proud to have partnered with Celeritas to help merchants streamline their returns process with our returns management software.
ZigZag Global is proud to have partnered with Celeritas to help merchants streamline their returns process with our returns management software.
In this article, we’re going to go over what type of company Celeritas is, which services it provides, how it works with ZigZag, the market we offer it in, and how that benefits you as a retailer.
About Celeritas: One of Spain’s leading parcel delivery companies
Celeritas Transporte S.L. is a Spanish logistics and parcel delivery company that specialises in e-commerce fulfilment, shipping and returns services across Spain and Portugal. Founded over 15 years ago, Celeritas has built a network that handles hundreds of thousands of deliveries and returns daily, supported by fulfilment centres in Guadalajara and Zaragoza and an automated sorting facility in Madrid. It positions itself as an integrated partner for online retailers, offering not only transport solutions but also advanced warehouse logistics (including storage, picking, packing and stock management), multichannel distribution and reverse logistics tailored to the needs of e-commerce operations.
The company also operates an extensive collection point network branded as Punto Celeritas, giving consumers convenient options for parcel pickup and drop-off throughout Spain and Portugal.
Celeritas markets its services as customer-centric and adaptable, with a technology-driven approach designed to streamline order tracking, delivery and returns for merchants and shoppers alike. It has also publicly committed to sustainability initiatives, including efforts to reduce greenhouse gas emissions in its operations and a target of achieving net-zero emissions by 2040, aligning with broader urban freight efficiency goals.
Overall, Celeritas serves as a notable example of a regional logistics provider in the Iberian e-commerce ecosystem, offering integrated fulfilment and delivery solutions geared toward digital retail growth while navigating the operational challenges that come with scaling parcel services in competitive markets.
Why ZigZag is the Ideal Returns Partner for retailers using Celeritas
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 Celeritas.
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.
The integration between ZigZag and Celeritas provides retailers with a specialised returns solution tailored for the Spanish e-commerce market. By connecting retailers to Celeritas's dedicated network of over 2,300 parcel shops across Spain, this partnership creates a flexible and accessible returns pathway for online shoppers.
Here is what the service includes and why it matters.
Drop-off to Parcel Shop or Convenience Store
The Celeritas service gives customers the option to drop off their return at one of up to 9,000 locations across Spain (and Portugal).
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.
What Markets Can You Get Returns Back from Through Celeritas and ZigZag
Spain
Spain’s e-commerce and retail market sits today as one of Europe’s mature, fast-growing digital economies, important regionally though not as large as Germany, the UK or France. Overall online retail sales in Spain recently crossed €110–€120 billion, registering double-digit growth and hitting record levels, with consumers spending an average of over €3,700 per person annually on online purchases. This reflects strong digital adoption and the increasing role of e-commerce in everyday life, even as physical retail remains significant in total sales.
Internet connectivity in Spain is very high, with around 97% of the working-age population online and 70% making purchases online, placing it near the European average for digital engagement. Mobile shopping continues to rise, and omnichannel behaviours, where consumers research online and purchase in stores or vice-versa, are a key part of how Spaniards shop today. Price sensitivity and free delivery remain strong drivers of consumer choice, and trust in clear return policies and reliable service are key determinants of repeat purchases.
Consumer return habits in Spain reflect a typical European pattern: returns are regular but often kept under competitive control through clear policies and easy processes that encourage repeat business. Figures cited in some industry research have shown return rates can be relatively high (for example up to around 40% in certain categories), underlining the importance of efficient reverse logistics for online retailers.
On the retail side, Spain’s e-commerce landscape mixes strong local players with major global platforms. Amazon remains the dominant online marketplace in Spain, accounting for a substantial share of total online sales. Local omnichannel powerhouses such as El Corte Inglés and the Inditex portfolio (including Zara, Bershka and Massimo Dutti) also play pivotal roles in both online and offline retail. Other global marketplaces like AliExpress and fast-fashion disruptors such as Shein have significant followings, especially among price-sensitive shoppers, while category specialists like MediaMarkt and Carrefour contribute to diverse online retail options.
Sustainability is increasingly on the agenda for Spanish consumers and retailers alike. A growing proportion of shoppers express willingness to pay a premium for greener products and sustainable practices, and many brands incorporate eco-friendly packaging and carbon-reduction initiatives to meet these expectations. While not universally mainstream, sustainability is a differentiator for branding and loyalty among digital shoppers, particularly younger cohorts.
In the logistics sector, Spain benefits from a robust and competitive landscape that supports e-commerce growth. Major traditional and international carriers (Correos Express, SEUR, MRW, DHL and XPO Logistics) operate extensive networks for last-mile delivery, express services and warehousing. Additionally, companies like GLS have been expanding parcel locker and pickup-point networks to cater to consumer preferences for flexible delivery options. Spain’s strategic geographic position and strong logistics infrastructure have made the sector a significant contributor to GDP and employment, with more than a million jobs tied to logistics and well-developed warehousing and transport networks supporting both domestic and cross-border e-commerce.
Discover how Spanish shoppers are reshaping the returns landscape and what retailers must do to protect margins and customer loyalty
Online returns in Spain have never been more critical – or costly. As ecommerce continues to expand, a small group of “serial” and “slow” returners are driving almost half of all non-food returns, placing increasing pressure on profitability and logistics.
The ZigZag Spain Returns Benchmark 2025 report reveals how shifting consumer behaviours, cross-border habits, and refund expectations are transforming the economics of online retail. Based on exclusive research with Retail Economics, it explores the true cost of returns, identifies key returner cohorts, and outlines data-led strategies to help retailers balance convenience, cost, and sustainability.
Download the report here
Does Celeritas Offer Paperless Returns?
No, Celeritas doesn’t offer 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.
Why Customers Want Paperless Returns
The shift towards paperless is being driven by a simple reality: most people do not have a printer at home anymore.
Even those who do often find them out of ink, jammed, or buried in a cupboard.
Asking customers to print a label adds friction to the returns process, and friction leads to frustration.
Paperless returns remove that barrier entirely.
Customers can initiate and complete a return using nothing more than their smartphone.
It is faster, simpler, and more convenient, which is exactly what today's online shoppers expect.
Why Retailers Should Want Paperless Returns
Beyond keeping customers happy, paperless returns offer real benefits for retailers.
Swapping a big sheet of paper for a small label from a parcel shop means less paper waste, which supports sustainability goals and resonates with environmentally conscious consumers.
It also reduces the risk of lost or damaged labels, a common cause of failed returns and customer service enquiries.
From an operational standpoint, paperless returns integrate with digital tracking.
Every scan of a QR code creates a data point, which will provide you with full visibility of where a return is in the process.
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 Celeritas 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 Celeritas across Spain 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 Celeritas’s extensive drop-off network, combined with ZigZag's intelligent routing, competitive carrier rates, and deep returns data, you are well placed to offer your Spanish customers a returns experience that builds loyalty and protects your margins.
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