How ZigZag Helps You Optimise Your Returns With DPD
ZigZag Global is proud to have partnered with DPD UK to help merchants streamline their returns process with our returns management software.
ZigZag Global is proud to have partnered with DPD UK to help merchants streamline their returns process with our returns management software.
In this article, we’re going to go over what DPD UK’s ShopReturn solution is, how it works with ZigZag, and how that benefits you as the retailer.
About DPD: One of Europe's leading parcel delivery companies
DPD is one of Europe's leading parcel delivery companies, with a purpose centred around express delivery services that go beyond customer expectations while meeting the needs of society and the environment.
In the UK, DPD has earned a strong reputation as a premium carrier, thanks to consistently high first-time delivery success rates and excellent customer visibility throughout the delivery journey.
DPD is widely regarded as the most innovative carrier in the express parcels space, and its Predict service provides customers with a one-hour delivery window via SMS or email, so they do not have to wait all day.
Their Follow My Parcel feature goes even further, which lets your shoppers track their delivery on a real-time map and receive a final 15-minute time slot.
It is no surprise to us that DPD regularly tops TrustPilot polls as one of the best national parcel delivery companies in the UK, holding a rating of 4.6 out of 5.
DPD also leads from the front on sustainability.
They operate a low-emissions fleet and provide retailers with a sustainability dashboard showing year-to-date environmental achievements, making it easy for retailers like you to track and communicate their green credentials.
Why ZigZag is the Ideal Returns Partner for DPD.
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 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.
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 DPD.
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.
“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 DPD's ShopReturn service for UK domestic returns.
Here is what the service includes and why it matters.
Drop-off to Parcel Shop or Convenience Store
DPD's ShopReturn service gives customers the option to drop off their return at one of up to 10,000 locations across Great Britain when using a printed label.
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.
Paperless Drop-off via Post Office and Collect
DPD has also enhanced its out-of-home returns with a paperless service in partnership with the Post Office and Collect.
This opens up around 7,000 paperless drop-off locations where customers can return items using just a QR code on their phone - no printer needed.
The Post Office network is one of the most trusted and recognised in the UK.
For many shoppers, especially those in smaller towns or rural areas, the local Post Office is a familiar and accessible destination.
Pairing DPD'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.
What Markets Can You Get Returns Back from Through DPD and ZigZag
United Kingdom
The DPD ShopReturn service through ZigZag covers the full United Kingdom, with returns travelling from Great Britain back to Great Britain.
Highlands and offshore locations are included, though they may be subject to increased transit times and surcharges.
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.
DPD's 10,000 printed and 7,000 paperless drop-off locations sit 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 DPD domestically or another carrier for cross-border movements.
The UK is also a strong market for sustainability-conscious shoppers, and DPD's low-emissions fleet and 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.
Benelux (Belgium, Netherlands, Luxembourg)
The Benelux region is a highly connected e-commerce market with strong cross-border shopping behaviour.
The Netherlands leads the region with exceptionally high online adoption, while Belgium shows strong loyalty to familiar retailers.
Free delivery and easy returns are expected across both markets.
DPD operates across all three countries under the GeoPost network, benefiting from shared borders and EU trade rules that simplify logistics.
For UK retailers expanding internationally, Benelux is often a natural next step, and ZigZag and DPD make it easier to offer consistent, trusted returns across the region.
France
France is Europe’s third-largest e-commerce market, with strong year-on-year growth and fashion as the leading category.
Returns rates average around 12%, and shoppers often prefer drop-off or click-and-collect style returns, which now account for around half of online orders at major retailers.
DPD operates through the Geopost network alongside Chronopost, offering extensive out-of-home delivery and returns coverage.
Sustainability plays an important role in purchase decisions, with many shoppers favouring eco-responsible retailers and green delivery options.
Does DPD Offer Paperless Returns
Yes, DPD offers paperless returns through ZigZag, with around 7,000 paperless drop-off locations available via the Post Office and Collect network.
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.
How ECCO Transformed Its Returns with Paperless
ECCO, the Danish footwear brand, is a great example of what a move to paperless can achieve.
Before working with ZigZag, ECCO relied on a label-in-the-box system that gave both customers and staff zero visibility on returns.
Customers frequently lost their labels, did not trust the process, and could not track their return, leading to a high volume of customer care contacts.
After switching to ZigZag's digital returns portal, ECCO moved from that old paper-based approach to a system where roughly 50% of all returns are now paperless.
The brand also achieved 100% visibility across its ecommerce returns (up from zero), doubled its returns savings, and significantly reduced customer care contacts.
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 firsthand 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 DPD 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 DPD's ShopReturn service 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 DPD'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 UK customers a returns experience that builds loyalty and protects your margins.
.svg)
.svg)
.svg)
.svg)
Returns.svg)
Returns Solution
Returns Solutions
.svg)
Rating (4.8)
Reviews400+.svg)
Return arrived at ZigZag Returns Hub
Returning remaining items
.svg)
Join our mailing list
.svg){kind=icon}
%20(5).svg){kind=icon}
.svg){kind=icon}
.svg){kind=icon}
.svg){kind=icon}
%20(2).svg){kind=icon}
.svg){kind=icon}
.svg){kind=icon}
.svg){kind=icon}
.svg){kind=icon}
.svg)
