Retailers using Hermes for outbound can also get their returns back through ZigZag
ZigZag works closely with Hermes, and Evri in the UK, to ensure that retailers have an award-winning returns platform for goods heading back across Europe.
Retailers using Hermes for outbound can also get their returns back through ZigZag
ZigZag works closely with Hermes, and Evri in the UK, to ensure that retailers have an award-winning returns platform for goods heading back across Europe.
In this article, we’ll explore the type of company Hermes is, the key services it delivers, how it partners with ZigZag, the markets where we provide this solution, and the advantages it offers you as a retailer.
About Hermes: The logistics partner helping brands deliver internationally from their online shop or via marketplaces.
Hermes is a major European parcel delivery and logistics company, best known for handling high volumes of e-commerce shipments for retailers and marketplaces. Founded in 1972 in Germany, the business originally focused on mail-order distribution before expanding into a full-scale parcel network serving both businesses and consumers. Over time, it grew into one of the largest home delivery operators in Europe.
The company operates primarily in Germany, the United Kingdom, and several other European markets, offering domestic and international parcel services. Its model combines large-scale sorting hubs with a network of local couriers, enabling cost-efficient last-mile delivery. Hermes has traditionally positioned itself as a value-focused carrier, competing on price and scale in the rapidly expanding online retail sector.
In the UK, the brand previously traded as Hermes before rebranding to Evri in 2022, reflecting a strategic shift aimed at improving service quality, technology infrastructure, and customer experience. Despite the name change in the UK, Hermes continues to operate under its original name in other European markets.
Hermes is part of the Otto Group, one of Europe’s largest retail and services groups, which has supported its growth in cross-border logistics and e-commerce fulfilment. Today, the company plays a significant role in the European parcel market, particularly in managing the increasing demand driven by online shopping.
Why ZigZag is the Ideal Returns Partner for retailers using Hermes
ZigZag is uniquely positioned to support retailers through every stage of the returns journey by seamlessly connecting its customers to its carriers, warehouses, and service partners in one unified ecosystem.
This level of connectivity means retailers can deliver faster, smoother, and more consistent customer experiences across every market, while reducing operational complexity behind the scenes.
For retailers, it translates into greater efficiency, stronger customer loyalty, improved visibility and control, and the ability to differentiate through best-in-class post-purchase experiences that drive retention and long-term growth.
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.
Live Exchanges and Refund to Gift Card
Returns aren’t always the final answer. We still have some tricks up our sleeve.
Live Exchanges allows retailers to save the sale and actually stop the return. Not all customers want a refund, some want a second chance to get the right product.
Live Exchanges provides consumers with a live catalogue of in-stock products that they can switch their return for, like the next size up or a new colours, as well as entirely different products if you want.
Our Refund to Gift Card feature ensures that you keep cash in the business. It doesn’t stop the return, but it allows loyal customers to take store credit, rather than bank refund. Often incentivised with additional credit or a faster refund.
Typically consumers that opt for a gift card refund spend 145% of the total refund next time they shop!
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 key benefits of partnering with ZigZag is the competitive carrier rates the platform provides.
Thanks to the large volume of returns managed for enterprise retailers, ZigZag is able to negotiate favourable pricing with carriers such as Hermes. These savings are then passed directly to you.
We understand that return costs are one of the biggest expenses for retailers, and finding ways to reduce them can have a significant impact on your profit margins.
And this isn’t just a theoretical benefit — we’ve seen it work in practice.
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.
In markets where Boden did not have existing relationships, ZigZag filled the gap with strong options and real depth of coverage.
Colin Dawes, Head of Logistics at Boden, stated: “On the day we switched to ZigZag, our US returns carrier partner, Pitney Bowes, was unable to continue operating and we were forced to look for an alternative. Within 3 days we were set up with one of ZigZag’s US partners, at half the price of the quoted carriage fee from our previous returns solution.”
Setting up carrier contracts one by one in each country would have taken months and tied up the team in negotiations.
ZigZag's ready-built network meant Secret Sales could go live in new markets rapidly while simultaneously reducing their returns costs.
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 Hermes service for Germany domestic returns, as well as returns back to Germany from France, Austria, and Netherlands.
Here is what the service includes and why it matters.
Drop-off to Parcel Shop or Convenience Store
Hermes Return Service gives customers the option to drop off their return at one of up to 16,500 to 17,000 local ParcelShops locations across Germany.
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 Hermes and ZigZag
German Domestic
Germany is a leading global e-commerce market, driven by high internet penetration, a strong logistics infrastructure, and a well-developed e-commerce ecosystem. While return rates remain high, often north of 40% in fashion (up to 70% for womenswear), the country's mature digital retail environment is increasingly focusing on efficient logistics and sustainable practices. With a wide range of key retailers and robust delivery options, Germany continues to set the standard for e-commerce in Europe and beyond.
Hermes is well-established in Germany and offers a wide range of domestic parcel delivery services. The company focuses on last-mile delivery, ensuring that packages are efficiently delivered from regional hubs to the final destination, whether in urban or rural areas. Hermes provides standard delivery, next-day delivery, and time-specific delivery windows, giving customers the flexibility to choose the most convenient option for them.
One of the standout features of Hermes in Germany is its extensive parcel shop network. Known as Hermes PaketShop, this network allows consumers to pick up and drop off parcels at more than 16,000 locations across the country. These locations are often found in retail stores, such as grocery shops, small retailers, or gas stations, making it easy for customers to send or receive packages at a time that fits their schedule. The PaketShop concept is especially popular for handling returns, as customers can easily return unwanted goods to these locations.
ZigZag’s Returns Hub in Germany
Through Hermes, ZigZag can help German retailers with their French, Austrian, and Dutch returns.
We also have a warehouse perfectly situated to make this process even smoother.
ZigZag Global's Returns Hub is a strategically located facility in Germany designed to manage and optimise the returns process for merchants with international operations.
Here’s what you can expect:
Validation & Grading: You’ll be able to confirm the return item faster at the early stage of the logistics process, check the condition and optimise the consolidation.
Consolidation & Over-labelling: Your brand can offset the cost of returns with competitive rates for parcel logistics and/or apply new labels for redirection.
Unintended Returns Processing: Handle undeliverable items returned as incorrect or unsuccessful deliveries with complete visibility of the return journey for each consumer.
Reporting & Customs Clearance: Ensure proper documentation for international and cross-border returns.
💡 ZigZag’s warehouse has received approval from the German authorities for simplified customs clearance for same-day processing.
Netherlands (to Germany)
Hermes in the Netherlands primarily focuses on last-mile delivery — the final step in the shipping process where parcels are delivered directly to customers. The company partners with a network of local couriers to handle deliveries in both urban and rural areas. This network allows Hermes to offer flexible delivery options, including home delivery, lockers, and parcel shops.
Hermes has a significant presence in the Netherlands through its parcel shop network, which is often used for both receiving and returning parcels. Customers can choose to have their parcels delivered to these convenient drop-off or pick-up locations, making it easier for recipients to collect or send packages at a time that suits them.
For UK retailers expanding internationally, Benelux is often a natural next step, and ZigZag and Hermes make it easier to offer consistent, trusted returns across the region.
France (to Germany)
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.
Hermes offers domestic and international parcel delivery services across France, managing both standard deliveries and express shipments. The company focuses on providing fast and reliable delivery solutions for businesses, particularly e-commerce retailers.
One of Hermes' major strengths in France is its extensive parcel shop network. These shops are crucial for both parcel collection and returns, allowing customers to pick up and drop off packages at their convenience. Hermes has partnered with various local retailers and shop owners to create a network of more than 10,000 Point Relais (parcel collection points) across the country.
Sustainability plays an important role in purchase decisions, with many shoppers favouring eco-responsible retailers and green delivery options.
Austria (to Germany)
Austria’s e-commerce market is growing steadily with strong online penetration, moderate return rates, and increasing consumer demand for convenience in delivery and returns. It sits comfortably within the European e-commerce landscape, with well-developed infrastructure, strong local retailers, and a clear focus on customer satisfaction. As the market matures, retailers will continue to focus on efficient logistics, especially around returns management, to maintain customer loyalty and stay competitive.
In Austria, Hermes operates as a prominent delivery and logistics company, offering a range of parcel services tailored to both businesses and consumers.
Hermes provides both domestic and international shipping options within Austria. The company handles parcel deliveries for various types of customers, with a particular focus on e-commerce and online retail businesses. Hermes offers standard delivery, as well as express services, ensuring quick and reliable delivery both within Austria and to international destinations.
Similar to its operations in other European countries, Hermes in Austria relies heavily on its parcel shop network — known as Hermes PaketShop. The network consists of numerous locations where customers can pick up or drop off parcels at their convenience. This is especially important for e-commerce shoppers who prefer the option to collect their packages from a nearby store rather than having them delivered to their home.
These PaketShops are typically located in retail outlets, such as grocery stores or small shops, making them easily accessible for customers across urban and rural regions.
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 Hermes Return Service 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 Hermes services 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 Hermes’s extensive fleet of two-made carriers and UK coverage, 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)
