Last updateFri, 15 Nov 2019 2pm

New Study Reveals that Luxury Retail Shoppers Expect Package Presentation, Free Shipping and Returns

Wrap & Send Services surveyed shoppers on their luxury retail expectations and experiences

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Today, Wrap & Send Services, a luxury retail packing and shipping solution, announced a study revealing that consumers who shop at higher-end department stores and boutiques expect impeccable presentation whether purchases are made in-store or delivered to them, free shipping and returns, and locator services.

"Luxury retail consumers are getting more and more with their purchases - free shipping, free returns and a beautiful product presentation. This has lead customers to expect these services from all high-end retail stores. When a store doesn't live up to the set level of expectations, the customer feels under-appreciated compared to the store that offers these services," said Mike Jamali, President of Wrap & Send Services. "Product presentation and expert delivery are the last areas for high-end retail stores to convey the full customer experience. Also, as the omni-channel trend expands through this market, we are seeing a larger demand from customers to have the store locate sizes/colors at other stores and have those items shipped to them."

Wrap & Send conducted a survey of 1,000 women who make more than $75,000 annually on what they expect during a luxury retail shopping experience. Out of these women, 65 percent spend more than $100 at a physical retail store per month and 57 percent often purchase items in a physical store and have the store ship it to them.

The survey also found that:

-- 93 percent of respondents feel that it is very important for a store to

offer free returns.

-- 76 percent state that package presentation is an important feature when

receiving a purchase shipped to them.

-- 38 percent feel that the most important shopping feature is the ability

to locate sizes and colors at other locations and have it shipped to


-- 77 percent think that it is important to choose their type of free

delivery services such as ground, two-day or overnight shipping.


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