Kate Collington highlights how customer experience and returns is a balancing act

Kate Collington, Buying & Merchandising Director at Scamp & Dude, and was invited to join ZigZag's premier returns event as a panellist on our Retailer Discussion on 'Building Smarter Returns for Your Customers'. The talk also featured other brands such as New Look and Boden, and was hosted by TV Presenter and Consumer Journalist, Alice Beer.

In this interview, Kate Collington shares insights into the evolving retail landscape, discussing the importance of customer experience, operational agility, and building a brand that truly resonates with modern consumers. The conversation explores how retailers can balance growth with strong customer relationships, while continuing to refine the post-purchase journey and wider shopping experience.

Scamp & Dude is a British fashion and lifestyle brand known for its bold prints, vibrant designs, and strong social purpose. Founded with a mission to support women and families facing hardship, the brand has built a loyal customer community through its combination of stylish everyday fashion, charitable initiatives, and values-led approach to retail.

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Are you interested in joining us at ZigZag's next event?

Returnsfest 2026

The Future of Post-Purchase & Returns Starts Here

📅 Date: Thursday 11th June 2026 🕒Time: 2pm

📍Location:  The WeWork Auditorium, York Road | Waterloo, London

Join us for ZigZag's flagship event and discover how leading retailers are transforming post-purchase and returns into a driver of customer loyalty, logistics efficiency, and profitable growth.

Trusted by over 1,000 retailers worldwide, ZigZag goes beyond software. We combine market-leading technology with a truly global, connected returns infrastructure - enabling seamless cross-border returns, greater operational control, and a superior customer experience.

At this event, we’ll show how forward-thinking brands are leveraging post-purchase as a competitive advantage - through smarter returns, stronger logistics networks, and experiences that keep customers coming back.