Wrap & Send Study Reveals that Luxury Retail Shoppers Expect Package Presentation, Free Shipping and Free Returns

Wrap & Send Study Reveals that Luxury Retail Shoppers Expect Package Presentation, Free Shipping and Free Returns

What Do Luxury Retail Consumers Expect?

Wrap & Send surveyed 1,000 women who make more than $75,000 annually on what they expect in a luxury retail shopping experience. The survey revealed that consumers who shop at higher-end department stores and boutiques expect impeccable package presentation whether purchases are made in-store or delivered to their home, free shipping and returns, and locator services.

Wrap & Send Luxury Retail Survey v7 and final

Full Survey Results

  • 58% of respondents make a purchase at a physical retail store once per month or more.
  • 65% of respondents spend more than $100 at a physical retail store per month.
  • Respondents value free shipping to their home, great customer service and ease of returning and exchanging purchased items as the most important shopping features.
  • 22% of respondents return items that they purchase.
  • 10% of respondents often return items because they are damaged from shipping.
  • The most common reason that respondents return to a physical retail store are “great customer service” and the “ability to locate sizes and colors at other locations.”
  • 42% of respondents said that free two day shipping to your home is the most important shopping feature (ranking 5 out of a scale from 1 (least) to 5 (most)).
  • 38% of respondents said that the ability to locate sizes/colors at other locations and have them shipped to their home is the most important shopping feature (ranking 5 out of a scale from 1 (least) to 5 (most)).
  • 57% of respondents have purchased an item at a physical retail store and have had it shipped to their home.
  • 59% of respondents said that it is important for them to have a physical retail store locate different sizes/colors at other locations and have them shipped to them.
  • It is important to 77% of respondents to choose their type of free delivery service (ground, two-day, overnight).
  • 93% of respondents said that it was important for a store to offer free returns through USPS/FedEx/UPS.  45% said that this is very important.
  • 40% of respondents said that package presentation matters when they receive a purchase shipped to their home.

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