Online retailer teams with innovative delivery service to provide low-cost returns option that maintains a focus on offering customers the best price

MandM Direct.com, the UK’s largest discount clothing retailer, today announces a new service that allows customers to cover the cost of returning a product, usually £3.99, for just £1.00 when they make a purchase.

Launched in partnership with Collect+, a breakthrough parcel service that fits in with the lives of busy consumers, it not only brings transparency to often complex returns processes, but means shoppers can return products via a local corner shop, seven days a week, as opposed to braving queues at a Post Office.

This new offering is a response to consumer demand for clear, simple and cost effective returns processes. Returns are an ongoing issue for consumers, with 58% of online shoppers saying that a lack of clarity and transparency can put them off buying from a retailer altogether. Whilst more than one-in-ten (12%) online shoppers buy products with the intention of returning all or part of their order, more than half (59%) of online shoppers expect these returns to be free*.

These consumer expectations fail to take in to account that “free” returns will often be the result of hidden costs, and that retailers can only offer the lowest product prices, and protect thin margins, by being transparent when it comes to the cost of deliveries and returns.

Neil Sansom Marketing director, MandM Direct, said: “Clear and simple returns processes are increasingly important to savvy consumers who will take their purchasing power elsewhere if they don’t like what they see. In the value sector, free returns are not an option if we want to continue offering our shoppers the best prices all year round. This new service not only gives our customers the option to pay a small amount for a guaranteed return, but with Collect+, it also makes the process much more convenient than ever before.”

Mark Lewis, CEO, Collect+, said: “MandM Direct is among those online retailers that recognise the importance of the customer experience when it comes to the last mile of internet shopping – deliveries and returns. Busy consumers need services that fit in with their day-to-day lives, and this cost-effective and simple solution to product returns is one that we expect to see more and more retailers consider in the coming months.”

MandM Direct.com customers who choose to take up the service will pay £1.49 at the point of order for a Collect+ label. The label is then printed onto the MandM delivery note. Customers who wish to return unwanted goods simply re-package the product, attach the Collect+ label and drop the parcel off at one of the 3,500+ corner shops that are part of the Collect+ network. Customers can find their nearest Collect+ store by visiting: www.collectplus.co.uk . Collect+ corner shops, all within the 22,000-strong PayPoint network, are usually open from early morning to late at night, seven days a week, making the delivery and collection of parcels far more compatible with people’s busy lifestyles.

* YouGov, Collect+ online shopping research, June 2009.

-ENDS-

Notes to editors

For more information or to set up a personal briefing with Mark Lewis, please contact the Collect+ PR team at the Red Consultancy:
0207 025 4980 / collectplusteam@redconsultancy.com

About MandMDirect

Over the last 21 years, MandM Direct.com has become one of the UK's leading fashion, lifestyle and sports etailers selling over 200 of the world’s top brands with savings of up to 75% off RRP. The company had over 1 million active users with an annual turnover of £95m in FY09. The business is within the UK Hitwise top ten e-commerce sites for clothing and apparel and sports.

MandM Direct.com operates a UK based call centre and distribution facility in Herefordshire, UK.

About Collect+

Collect+ is a new delivery and returns service giving online shoppers greater freedom and flexibility with the choice of collecting and dropping off parcels at local convenience stores. With 98% of Collect+ outlets open 7 days a week, normally early in the morning until late at night, the service offers online shoppers the option to pick up or drop off purchases at a time and place convenient to them.

75% of the UK population lives within a mile of a Collect+ store in urban areas, and five miles in rural areas.

Collect+ services are securely delivered by Yodel (formerly Home Delivery Network), which has 90 years delivery experience, carrying 300,000 items a day, and the retail payment network PayPoint, which handles over a million financial transactions each day through simple, staff operated terminals located in a network of 22,000 shops.

This backing gives Collect+ a mass of experience in logistics, fulfilment and retail as well as making the company entirely scalable in line with client need or in response to seasonal peaks.