Transform Fashion Retail Report 2015

Table of Contents
Introduction��4
Retail Survey – Overall table��6
Experience Areas��8
Checkout ��8
Checkout comparison��10
Customer service��12
Customer service comparison��14
Fulfilment��17
Fulfilment comparison ��21
International support��25
International support comparison�� 29
Mobile support��33
Mobile support comparison�� 35
Product detail pages ��37
Product detail pages comparison�� 39
Returns�� 43
Returns comparison ��44
Search�� 46
Search comparison��48
Social��52
Social comparison��56
Detailed Retailer Reviews��60
Abercrombie Fitch ��60
All Saints�� 62
ASOS�� 64
Austin Reed �� 66
BHS��68
Blue Inc�� 70
Boden��72
Burberry��74
Burton�� 76
Clarks�� 78
Coast��80
Debenhams ��82
Dorothy Perkins��84
Dune��86
Evans��88
Fatface��90
French Connection�� 92
Gap�� 94
HM �� 96
Harvey Nichols�� 98
Hobbs��100
Hollister��102
House of Fraser ��104
Jack Wills ��106
JD Sports��108
Jigsaw��110
John Lewis��112
Jones Bootmaker��114
Joules��116
Karen Millen��118
Littlewoods��120
LK Bennett �� 122
Marks Spencer�� 124
Matalan�� 126
Matches�� 128
Miss Selfridge�� 130
Moss Bros�� 132
Net a Porter �� 134
New Look�� 136
Next�� 138
Oasis��140
Office�� 142
Peacocks�� 144
Phase Eight�� 146
Reiss �� 148
River Island��150
Russell Bromley �� 152
Schuh �� 154
Selfridges �� 156
Superdry�� 158
Ted Baker ��160
Topshop�� 162
Very�� 164
Wallis�� 166
Warehouse�� 168
Whistles�� 170
White Stuff ��172
Zara��174

Is guest checkout available? �� 8
ASOS’ guest checkout�� 8
Debenhams’ guest checkout�� 8
The Jigsaw and MS guest checkout implementations�� 9
Paypal offered as a payment method in checkout�� 9
Number of clicks required to checkout�� 9
Schuh’s use of live chat�� 12
Contact methods offered by retailers�� 12
Availability of customer service �� 13
All Saints’ customer service options �� 13
Schuh’s video and text based chat �� 13
Superdry’s fulfilment options�� 17
Cost of standard delivery�� 17
Spend threshold for free standard delivery�� 17
Delivery promise for standard delivery�� 18
Cut-off time for next day delivery�� 18
Next’s 11pm cut-off�� 18
Click collect offered�� 19
MS UX for click collect�� 19
Debenhams’ click collect UX �� 19
Retailers’ promise for when click collect will be ready in store��20
Retailers’ delivery options beyond weekdays, 9am – 5pm ��20
Collect+ availability ��20
Parcel tracking functionality��20
Retailers delivering to key growth markets��25
Delivery time ranges for EU, US and AU ��26
Delivery price ranges for EU, US and AU��26
Retailers offering country-specific fulfilment propositions��26
Range between earliest and latest possible delivery date ��26
Retailers offering country-specific websites�� 27
John Lewis’ multilingual support�� 27
Next’s Russian website��28
Dorothy Perkins country-specific fulfilment details��28
Matches currency selection��28
Retailers with a responsive site �� 33
Retailers having native apps�� 33
Platforms for which retailers have an app�� 33
Superdry’s mobile site home page �� 33
Users’ ratings of retailers’ iOS and Android apps ��34
Location-based services built into the apps��34
ASOS’ app has strong user feedback��34
Mobile site speed performance��34
Number of images shown on the PDP�� 37
Video included on the PDP�� 37
Net-a-Porter’s strong use of imagery�� 37
Cross-sell and up-sell features on the Next PDP�� 37
All Saints’ returns terms��38
Schuh’s PDP ��38
PDPs featuring user reviews��38
PDPs featuring recommendations��38
PDPs featuring cross-sells or up-sells��38
Retailers offering returns to store�� 43
Retailers offering free returns�� 43
Retailers offering Collect+ for returns�� 43
Retailers prominently displaying returns on the PDP�� 43
Moss Bros’ returns �� 43
Facets available for search��46
Search history displayed ��46
Type-ahead / auto-suggest included in the search bar��46
Search bar type-ahead includes pictures��46
Schuh’s search facets �� 47
ASOS’ search bar �� 47
Schuh’s search bar�� 47
Total number of social elements for the retailers surveyed��52
Number of Facebook followers ��52
Number of YouTube subscribers��52
Number of YouTube views for each retailer’s most watched video��52
Number of tweets �� 53
Number of Twitter followers�� 53
Burbery’s Twitter page�� 53
Number of Pinterest followers��54
Retailers offering some form of social sharing from the PDP��55
Different social sharing options offered��55
Net-a-Porter includes sharing to Weibo��55
Russell Bromley social sharing support��55
List of figures and screenshots

Transform’s 2015 Retail Report: Fashion focuses on 58
retailers, reviewing their digital proposition across a
range of dimensions and identifying relative strengths
and weaknesses, and capturing best practices. The
report is designed to provide you with a mirror on your
business and an easy way to benchmark against peers.
But we do not advocate chasing the competition. There
has been a tendency to engage in an ‘arms race’ on
fulfilment, or to expand the international offering based
on the success some have had. Each retailer must
define its proposition against its own strategy and for
its particular customers, clear in what differentiators
add value in their eyes and what elements are expected
core basics. But at the same time, customers do
compare across brands and expectations are set by the
most frequently shopped or most celebrated.
Many retailers have propositions that are strong in
some areas, such as fulfilment, but may be let down in
areas of the site where the user experience lags behind
the overall offer. Similarly, while some have great
usability, the fundamental offer may not be robust. A
surprising finding was that many retailers had not yet
put the enablers in place to offer key multichannel
propositions such as click collect and that while
many had implemented best practice ideas, such as
guest checkout, the actual execution was weaker than
expected.
Some retailers of course continue to blaze a trail,
being innovative, customer-focused and commercially
savvy. It’s easy to identify leaders and laggards on any
one of those dimensions, but it’s their combination
that matters. For example, from a customer-centricity
perspective one might question a retailers such as New
Look who set a minimum spend threshold on click
collect, yet if we use a profitability or operational lens,
that conscious choice becomes quite understandable.
This need to include the basic commercial analysis
alongside the CX one is apparent when reviewing the
International propositions. If £3.95 is the standard fee
for a 3 day delivery to Europe, is there genuine enduring
benefit in moving to a free delivery offer?
So while this report does score each area of the
proposition and thus creates a total score for the
retailer, these numbers should be used to focus
thinking rather than be seen as a definitive goal in
themselves. Without sales data, specific customer
insight, an awareness of strategic intent and operational
capability, it’s speculative to judge a retailer’s
proposition. And any report contrasting a Burberry with
its premium, editorial, indulgent offer to a Topshop’s
mass market proposition must be used judiciously.
This report is also not a UX review, in which (for
example) Zara would score less well, nor a review of
sales volumes (where Zara would do comparatively
better). Nor is it a review of visual styling and a
commentary on the high gloss, image laden feel of
some sites vs the more transactional feel of others.
But the scoring methodology is logical and the
array of elements covered is broad and thus more
Introduction
Rank Retailer Score
#1 John Lewis 68
#2 River Island 66
#3 House of Fraser 65
#3 Schuh 65
#5 ASOS 64
#5 New Look 64
#5 Superdry 64
#8 JD Sports 62
#8 Topshop 62
#10 Miss Selfridge 61

informative of the total customer experience than
traditional reviews. For future editions we can consider
a weighting, noting that success in social is likely to be
a less significant driver of sales than checkout or search
optimisation. But absent detailed analysis to prove
the relative importance of each area, we have instead
weighted each component equally. We would welcome
engagement from fashion retailers who can work with
us to refine this model.
For this report earlier this year we undertook research
across more than 50 and given the pace of change and
competitive jostling we might expect that already some
elements will be out of date as retailers evolve their
propositions. In providing a single reference point on
key elements of the offer we hope to enable readers to
rapidly put any proposition into a wider market context.
All caveats noted, nonetheless there are digital leaders
who stand out and who are the highest scoring.
While in all cases there are elements to improve on,
we would recognise these firms intuitively, based on
their commercial results, customer feedback and the
quality of their teams. There is no surprise that John
Lewis, Superdry, House of Fraser or Schuh feature at
the top of the table. The winning firms are very digital,
are omnichannel in their thinking, have developed
a capability in innovation and have a strong service
orientation. Others might have been expected to
feature, but are let down by their proposition or
capability in particular areas. Boden, a trailblazer in
non-physical fashion retailing, scores less well in
social, mobile international. Austin Reed is a retailer
recognised as being severely challenged, and it’s no
surprise it has failed to embrace digital (whether that
be the cause or a symptom of its difficulties could be
discussed) . Perhaps surprisingly, the younger, trendier
brands (such as Jack Wills), especially if global (eg
Hollister), may be adequate by US standards but deliver
a comparatively poor offer to their UK customers. As
ever though in retail, the most fundamental ingredient
is having the right product. When those manufacturing
or buying decisions come together with superb
execution and excellent customer experience, as
John Lewis, Superdry and others show, then great
outcomes happen for both retailer and customer.
We hope this report is informative and stimulating, and
drives the discussion, analysis and action needed so
British fashion retailers continue to succeed and excel.
We very much welcome feedback on this first report
and invite you to join the debate on #RRF15
Introduction

Abercrombie Fitch 42 50 77 11 57 12 8 8 2 3 8 3 0 4 6
All Saints 56 20 30 57 26 57 8 8 9 7 4 4 8 3 5
ASOS 64 5 46 55 44 45 7 8 8 7 6 4 8 8 8
Austin Reed 34 57 60 37 49 37 4 8 3 3 0 5 5 5 1
BHS 52 30 61 35 51 34 8 8 7 0 5 6 8 6 4
Blue Inc 56 20 73 15 46 41 8 8 6 6 4 5 8 8 3
Boden 37 55 69 22 55 19 3 8 4 3 1 6 3 6 3
Burberry 50 37 55 47 65 4 6 8 7 10 4 4 3 2 6
Burton 57 14 57 41 55 19 5 8 9 5 7 5 10 6 2
Clarks 57 14 78 8 68 2 4 8 6 8 4 6 10 6 5
Coast 52 30 52 50 35 56 5 8 6 3 6 4 10 6 4
Debenhams 51 34 64 32 53 27 3 8 7 5 4 6 8 5 5
Dorothy Perkins 57 14 59 39 58 10 4 8 6 5 7 5 10 6 6
Dune 53 26 26 58 45 42 8 8 5 5 1 7 8 7 4
Evans 59 12 63 33 43 48 8 8 5 7 5 6 10 6 4
Fatface 53 26 68 28 49 37 8 8 6 6 2 4 10 6 3
French Connection 55 23 68 28 40 52 8 8 3 6 4 9 5 6 6
Gap 45 45 57 41 53 27 6 8 3 n/a 5 6 10 3 4
HM 41 52 85 1 65 4 2 8 3 n/a 6 6 3 5 8
Harvey Nichols 37 55 51 51 55 19 0 8 4 0 1 6 8 3 7
Hobbs 55 23 69 22 56 15 7 8 5 5 4 8 10 6 2
Hollister 31 58 73 15 53 27 4 8 0 n/a 4 4 0 4 7
House of Fraser 65 3 73 15 57 12 8 8 7 5 7 6 10 7 7
Jack Wills 39 54 75 12 58 10 3 8 2 1 6 5 5 2 7
JD Sports 62 8 57 41 43 48 8 8 6 7 9 6 8 5 5
Jigsaw 51 34 79 3 36 54 8 8 3 6 1 7 8 7 3
John Lewis 68 1 57 41 39 53 8 8 7 4 8 8 10 8 7
Jones Bootmaker 43 48 62 34 54 24 6 8 7 0 4 5 7 6 0
Joules 53 26 55 47 41 50 9 8 7 5 1 6 8 5 4
Retail
Survey –
Overall table
Overall Site speed Mobile speed
Checkout
Score
Customer
service
Score
Fulfilment
Score
Interna-
tional
Score
Mobile
Score
Product
detail
Page
Score
Returns
Score
Search
Score
Social
ScoreScore Rank Score Rank Score Rank

Retail
Survey –
Overall table
Overall Site speed Mobile speed
Checkout
Score
Customer
service
Score
Fulfilment
Score
Interna-
tional
Score
Mobile
Score
Product
detail
Page
Score
Returns
Score
Search
Score
Social
ScoreScore Rank Score Rank Score Rank
Karen Millen 53 26 53 49 50 35 4 8 5 6 6 6 10 6 2
Littlewoods 50 37 69 22 45 42 2 8 9 0 4 8 5 8 6
LK Bennett 48 43 57 41 45 42 6 8 5 6 3 7 5 6 2
Marks Spencer 57 14 79 3 50 35 6 8 7 4 6 6 8 6 6
Matalan 51 34 79 3 53 27 6 8 5 0 6 6 8 7 5
Matches 43 48 74 13 56 15 2 8 3 7 3 5 3 5 7
Miss Selfridge 61 10 39 56 57 12 8 8 8 6 5 6 10 5 5
Moss Bros 55 23 79 3 66 3 8 8 6 5 4 4 10 5 5
Net a Porter 56 20 60 37 52 32 8 8 2 7 8 6 3 6 8
New Look 64 5 58 40 70 1 8 8 8 6 5 4 10 7 8
Next 50 37 67 30 56 15 0 8 9 8 7 2 5 6 5
Oasis 49 41 49 53 36 54 4 8 6 1 6 6 7 6 5
Office 57 14 71 20 54 24 8 8 6 3 4 6 10 5 7
Peacocks 42 50 79 3 44 45 7 8 6 2 1 5 5 5 3
Phase Eight 48 43 73 15 47 40 8 8 6 3 0 7 8 5 3
Reiss 52 30 69 22 55 19 7 8 5 7 1 7 5 6 6
River Island 66 2 73 15 n/a n/a 8 8 8 5 8 7 10 5 7
Russell Bromley 40 53 70 21 61 9 4 8 4 2 0 4 7 5 6
Schuh 65 3 78 8 64 7 8 8 9 2 4 9 10 9 6
Selfridges 50 37 69 22 53 27 8 8 4 5 1 5 8 4 7
Superdry 64 5 81 2 55 19 9 8 10 10 4 6 8 6 3
Ted Baker 52 30 74 13 41 50 6 8 7 7 2 4 7 6 5
Topshop 62 8 61 35 56 15 4 8 6 7 8 8 7 6 8
Very 45 45 66 31 44 45 2 8 9 0 4 3 5 8 6
Wallis 58 13 56 46 65 4 8 8 7 6 4 8 10 5 2
Warehouse 57 14 51 51 52 32 4 8 5 7 6 6 10 6 5
Whistles 60 11 47 54 54 24 8 8 8 7 1 7 10 6 5
White Stuff 45 45 69 22 63 8 4 8 4 5 1 8 8 4 3
Zara 49 41 78 8 49 37 9 8 3 n/a 6 6 8 4 5

The checkout is of course the most critical user
experience component to get right. Determining
when to enter the HTTPS section, whether to allow
a click back to the homepage or PDP, when to expire
the session, how to insert the fulfilment options, how
(whether?) to present support for vouchers etc. are
just a few of the commercial, brand and UX issues
to work through. And across the array of potential
features, the right answer is unclear and needs to be
established on a case by case basis.
However, there are certain uncontroversial basics:
1. The overall process should be as
simple and fast as possible
2. Guest checkout should be enabled
3. Taking payment should be as low a
barrier as possible
Reviewing these dimensions, it’s surprising therefore
that 31% still don’t offer a guest checkout capability.
And of those that do, many (such as Jigsaw)
put up substantial registration and data-capture
components.. Often these will have sub-optimal
signage to the user about why the data is being
captured eg “Enter your email so we can alert you
when your item’s despatched” is preferred to “Email:”
simply being one of a long collection of fields. Best
practice around guest checkout design is still in flux
but it’s clear that many retailers are only paying lip
service to it, with the more sophisticated approaches
reducing data entry at point of sale in combination
with subsequent follow-ups for data enrichment.
Experience Areas
Checkout
Top retailers in checkout
9/10Zara
9/10Superdry
9/10Joules
31%69%
No: 31%
Yes: 69%
Is guest checkout available?
ASOS uses social network logins in its guest checkout
Debenhams’ guest checkout is explicit on
how registering with email helps

Paypal, which is perhaps the closest most retailers
will get to a ‘one-click’ type payment solution,
is increasingly common. Understandably so,
given its heritage and consumer’s affection for
the brand, its privacy and simplicity. But noting
its substantial impact on commercials, especially
for smaller baskets, and the difficulty in proving
ROI indisputably, it’s unsurprising that almost one
quarter of the researched retailers have yet to
implement it.
However, the checkout research also proves
incontrovertibly that ultimately it’s all about the
product proposition. In our research, Next scored
zero for its checkout – it’s a lengthy, process with
enforced registration and no Paypal support. But
Next is undeniably a giant in online sales, because
ultimately it has great product at great prices.
However, one is left wondering how much better
it could be if it adopted more of the best practices.
7+ – 17%
6 – 31%
5 – 22%
4 – 22%
3 – 7%
7%
3
4
5
6
7+
31%
17%
22%
22%
Yes: 76%
No: 24%
Experience Areas
Checkout
The Jigsaw and MS guest checkout implementations
Paypal offered as a payment method in checkout
Number of clicks required to checkout

Abercrombie Fitch 4 Yes Yes Yes
All Saints 6 Yes Yes Yes
ASOS 4 Yes No Yes
Austin Reed 6 Yes No No
BHS 6 Yes Yes Yes
Blue Inc 4 Yes Yes Yes
Boden 8 No No Yes
Burberry 6 No Yes Yes
Burton 5 Yes Yes No
Clarks 6 Yes No No
Coast 8 Yes No Yes
Debenhams 13 No No Yes
Dorothy Perkins 6 Yes No No
Dune 5 Yes Yes Yes
Evans 5 Yes Yes Yes
Fatface 4 Yes Yes Yes
French Connection 5 Yes Yes Yes
Gap 6 No Yes Yes
HM 5 No No No
Harvey Nichols 9 No No No
Hobbs 5 Yes No Yes
Hollister 6 Yes No No
House of Fraser 6 Yes Yes Yes
Jack Wills 3 No No No
JD Sports 6 Yes Yes Yes
Jigsaw 6 Yes Yes Yes
John Lewis 6 Yes Yes Yes
Jones Bootmaker 7 No Yes Yes
Joules 3 Yes Yes Yes
Checkout comparison
No of clicks (from
product to checkout
completion)
Is Paypal offered
Can you checkout
without registering
at all?
Guest checkout

Checkout comparison
No of clicks (from
product to checkout
completion)
Is Paypal offered
Can you checkout
without registering
at all?
Guest checkout
Karen Millen 4 Yes No No
Littlewoods 6 No No No
LK Bennett 9 Yes Yes Yes
Marks Spencer 5 No Yes Yes
Matalan 8 Yes Yes Yes
Matches 4 No No No
Miss Selfridge 4 Yes Yes Yes
Moss Bros 6 Yes Yes Yes
Net a Porter 6 Yes Yes Yes
New Look 4 Yes Yes Yes
Next 8 No No No
Oasis 5 Yes No No
Office 7 Yes Yes Yes
Peacocks 6 Yes No Yes
Phase Eight 4 Yes Yes Yes
Reiss 4 Yes No Yes
River Island 6 Yes Yes Yes
Russell Bromley 5 Yes No No
Schuh 5 Yes Yes Yes
Selfridges 5 Yes Yes Yes
Superdry 3 Yes Yes Yes
Ted Baker 8 Yes Yes Yes
Topshop 4 Yes No No
Very 5 No No No
Wallis 4 Yes Yes Yes
Warehouse 6 Yes No No
Whistles 4 Yes Yes Yes
White Stuff 5 Yes No No
Zara 3 Yes Yes Yes

Customer service is receiving increased attention
now that organisations have understood that
multichannel means more than simply web and
physical. Enabling a single customer view and
consistent, seamless experience across all channels
has become key. And while it was originally hoped
that online would drive down contact centre costs,
the reality has been different. For many, the ‘where
is my order’ calls have led to significant volume
impacts. Additionally, average handling times
have risen, as the contact centre is handling more
complex queries rather than the simpler ones that
customers can self-answer through FAQs and the
like. For the most sophisticated retailers, contact
centres are now a profit-centre, with the employee
able to not just resolve customer issues but to save
lost sales and upsell products into the customer’s
order. However, some 10% of retailers (ASOS,
Hollister and those associated with the Aurora
group) do not offer a phone based approach to
customer service.
Experience Areas
Customer service
Top retailers in customer service
9/10Wallis
9/10Next
9/10Littlewoods
9/10Burton
10/10Schuh
10/10House of Fraser
10/10Burberry
Yes
90%
No
10%
Contact Us
0100 111 234 55
Yes
12%
No
88%
Chat Now
Yes
95%
No
5%
Email Us
The range of channels used is increasing to match the
range that customers use. But not all channels are equal.
Some, such as social, are used more for complaints than
for support, and are used more by the younger audience.
Recent research (Oracle Retail Report 2015 – Delivering
Retail) found 42% of retailers did not respond to an enquiry,
and 15% took more than one day (a lifetime in today’s
digital world). Where social is undertaken, it must therefore
be undertaken fully.
This is most key for Millennials in particular, where
social is preferred to email, and indeed they may have
an email address only in order to register for Snapchat,
Instagram, WhatsApp and the like. Email is of course also
an asynchronous medium and the ping-pong contacts are
far less efficient than chat, for example, in resolving many
issues. The same Oracle report found 24% of its (different)
respondents did not reply at all. And only 43% could
manage to respond on the same day. Given Live Chat tends
to be more effective at upselling than email and that the
concurrent contact handling makes it more efficient than
Schuh uses Live Chat to support sales from the PDP
Contact methods offered by retailers

telephone response, we might anticipate more retailers
offering chat options. Live chat is however comparatively
uncommon, with just seven retailers using it despite its
superiority in fully resolving issues. Given chat also tends
to be more effective at upselling than email and that the
concurrent contact handling makes it more efficient than
telephone response, we would anticipate more retailers
offering chat options. As in so many areas, Schuh is at the
leading edge here. Their PDPs are already best in class
from an information perspective, but additionally there is
also full live chat support over both text and video, and
while it can be intrusive when browsing, it is clear they are
committed to using customer service to make the sale and
support the consumer throughout their journey.
Partially driven by the increasing international footprint
of the retailers, available support hours have expanded.
Round the clock coverage is perhaps surprisingly common
with 22% of retailers offering it, and while that might be
expected from global brands such as HM and Gap, it
is also offered by retailers such as All Saints. Retailers
have very clearly recognised that fashion shopping is not
a 9-5 activity, and with delivery cut-offs edging closer
to midnight (and reaching it in some cases), supporting
the shop with customer service should quickly follow.
Certainly weekend and evening support has now become
normal, with a majority offering it.
Weekdays, beyond 9-5
Saturdays
Sundays
24 hours
Yes
64%
Yes
66%
Yes
53%
Yes
21%
No
36%
No
34%
No
47%
No
79%
Mon Tue Wed Thur Fri Sat Sun
Experience Areas
Customer service
Availability of customer service
All Saints presents a clear, simple and extensive
set of 24x7 customer service options
Schuh offers video and text based chat

Abercrombie Fitch email, phone Yes 24 hrs Yes No No
All Saints email, phone, post, social media Yes 24 hrs Yes No No
ASOS email, social media Yes None Yes No No
Austin Reed email, phone, post Yes 9am - 5pm Monday to Friday Yes No No
BHS email, phone, post Yes 9am - 11pm Monday to Friday Yes No Yes
Blue Inc email, phone, post Yes 8:30am - 5.00pm Monday to Friday Yes No No
Boden email, phone, post Yes 8am-10pm Monday - Saturday, 10am-6pm Sunday No No No
Burberry email, phone, chat Yes 24 hrs Yes Yes Yes
Burton email, phone Yes 24 hrs Yes No Yes
Clarks email, phone, post Yes 8.30am - 8pm Monday to Friday, 8.30am - 6pm Saturday Yes No No
Coast email Yes None Yes No No
Debenhams email, phone, post Yes
8am - 11pm Monday to Friday,
8am - 8pm Saturday Sunday
Yes No No
Dorothy Perkins email, phone Yes
9am - 11pm Monday to Friday, 9am - 6pm Saturday
Sunday, 9am - 5:30pm UK Bank Holidays
Yes No No
Dune email, phone, post Yes 9am - 6pm Monday - Friday, 9am - 1pm Saturday Yes No No
Evans email, phone Yes
Yes No No
Fatface email, phone Yes 8.30am - 6pm Monday to Friday Yes No No
French Connection email, phone, post, social media Yes 9am - 8pm Monday - Friday No No No
Gap email, phone, post, chat Yes 24 hrs No Yes No
HM email, phone Yes 24 hrs Yes No No
Harvey Nichols email, phone, post Yes 9am - 8pm Monday to Saturday, 11am - 6pm Sunday No No No
Customer service
comparison
Contact us via Email Telephone hours
Dynamic
FAQ's
Click to
chat
Click to
call

Hobbs email, phone Yes 9am - 5pm Monday to Friday Yes No No
Hollister email Yes None No No No
House of Fraser email, phone, post, chat, social media Yes
Saturday Sunday 9am - 10pm
Yes Yes Yes
Jack Wills email, phone, post Yes
9am - 10pm Saturday and Sunday
Yes No No
JD Sports online form, by phone, twitter No
9am - 5pm Saturday, 10am - 6pm Sunday
Yes No No
Jigsaw email, phone Yes 8am - 6pm Monday to Friday Yes No No
John Lewis email, phone, post Yes 7am- midnight, 7 days a week Yes No No
Jones Bootmaker email, phone, post Yes 9am-5pm Monday to Friday. Yes No No
Joules email, phone Yes
8am – 8pm Monday to Friday,
9am - 5pm Saturday and Sunday
Yes No No
Karen Millen email Yes None Yes Yes No
Littlewoods email, phone, post, social media Yes 24 hrs Yes Yes No
LK Bennett email, phone Yes 9am - 5.30pm Monday to Friday Yes No No
Marks Spencer email, phone, post, social media Yes 8am - 11pm Monday - Friday Yes No No
Matalan email, phone Yes 8am- 6pm Monday to Sunday Yes No No
Matches email, phone, post Yes 24 hrs Yes No No
Miss Selfridge email, phone, post Yes 9am - 11pm Monday to Friday Yes No No
Moss Bros email, phone, post Yes 9am - 5pm Monday to Friday Yes No No
Net a Porter email, phone Yes 24 hrs Yes No No
New Look email, phone, post Yes 10am - 6pm Monday to Saturday No No No
Customer service
comparison
Dynamic
FAQ's
Click to
chat
Click to
call

Next email, phone, post Yes 24 hrs Yes No Yes
Oasis none No None Yes Yes No
Office email, phone, post Yes 24 hrs Yes No No
Peacocks email, phone, post Yes
8.30am - 5.00pm Monday to Thursday,
8.30am - 4.00pm to Friday
Yes No No
Phase Eight email, phone, post Yes 8am - 8pm Monday to Friday, 9am - 6pm Saturday Yes No No
Reiss email, phone, post Yes 8.30am - 5.30pm Monday to Friday , 9am - 3.30pm Saturday Yes No No
River Island email, phone, post Yes 8am - 8pm Monday to Sunday Yes No No
Russell Bromley email, phone Yes 24 hrs Yes No No
Schuh email, phone, post Yes
8:30am - 8:30pm Monday to Thursday, 8:30am-8pm Friday,
9am-6pm Saturday, 9am - 5pm Sunday
Yes Yes Yes
Selfridges email, phone, post Yes 9am - 10pm Monday to Saturday, 10am - 6pm Sundays Yes No No
Superdry email, phone, post Yes
9am - 5pm Saturday, 10am - 4pm Sunday
Yes No No
Ted Baker email, phone Yes 9am - 10pm Monday to Friday, 9am - 6pm Saturday No No No
Top Shop email, phone yes
Yes No No
Very email, phone, post, social media Yes 24 hrs Yes No No
Wallis email, phone, post Yes
Yes No Yes
Warehouse email Yes None Yes No No
Whistles email, phone Yes
9am- 5pm Monday to Wednesday,
9am - 7pm Thursday - Friday, 10am - 6pm Saturday
Yes No No
White Stuff email, phone Yes
9am - 7pm Weekdays, 9am - 5pm Saturdays,
10am - 4pm Sundays
Yes No No
Zara email, phone, social media No
7:30am - 6:30pm Monday to Friday,
9:00am - 3:00pm Saturday
Yes No No
Customer service
comparison
Dynamic
FAQ's
Click to
chat
Click to
call

Where standard isn’t free, it’s usual for it to be so
above a certain spend level. For the savvy shoe
retailers (LK Bennett, Office, Schuh) there’s a token
minimum spend (less than £5), but otherwise 28% see
£50 as the standard threshold (indeed the handful
that set it between £20 and £50 might wish to A/B
test their choice if they haven’t done so). Of those
above £50, Net-a-Porter’s £200 threshold is perhaps
understandable, in contrast to Fat Face’s £60. But 15%
of the retailers never offer it, and we might assume that
some are missing out on the larger baskets, except it
includes retailers such as Very, Next and Boden, who
focus on yield management and whose free returns
may mean the AOV is naturally larger.
Standard pricing has now stabilised at two distinct
levels – it’s either free (25% of retailers) or it’s £3.99
(52%). Some retailers are at £3 or £3.50 but are arguably
eating into margin unless they’ve proven their specific
demand exhibits elasticity around this delivery price
point. And a small number of retailers are substantially
above this level. This will become unsustainable in the
customers’ eyes, and these retailers will need to fix
whatever their operational challenges are and/or wean
themselves off delivery-related profits which customers
will come to resent.
Experience Areas
Fulfilment
£4+: 9%
£4: 52%
£3.00 to £3.50: 14%
Free: 25%
25%
14%
52%
9%
More than £50: 26%
Never: 15%
£50: 28%
Less than £50: 15%
Any spend: 17%
17%
15%
26%
28%
15%
Top retailers in fulfilment
9/10Very
9/10Schuh
9/10Next
9/10Littlewoods
9/10Burton
9/10All Saints
10/10Superdry
Cost of standard delivery Spend threshold for free standard delivery
Superdry has an extensive range of fulfilment
options with a strong free offer

If choosing standard, for many (44%) up to five days is
the standard wait time for the item, though in several
cases we know that the retailer will typically exceed
the expectation (other than at Peak). For a small group
though the promise is now within 1 day (7%) and for
26% it’s no longer than 3 days. No clear relationship
exists between the fee for standard and the delivery
time (other than “Free” typically being a 5 day promise).
We might expect a three day promise is probably the
future for most retailers, with click collect supporting
those customers who are price sensitive or time
sensitive, but insufficiently to pay for next day delivery.
Next day cut-offs are increasingly a battleground for
retailers. Anecdotally each extra hour of prime online
shopping time in the evening can deliver double digit
lifts in sales. With peak shopping being 7pm-10pm for
many, that so many have an afternoon cut-off (49% are
2pm to 6pm) or even a lunchtime cut-off (11%) reflects
the difficult logistical challenges many retailers have. At
the other end of the spectrum, Next has pushed its cut-
off to midnight, and 10pm is the benchmark for several.
For others though, the cut-off for collection is high but
not delivery.
5 days (44%)
more than 5 days (13%)
4 days (17%)
3 days (13%)
1 or 2 days (13%)
13%
13%
44% 17%
13%
8pm
9%
9pm
13%
10pm
9%
between
2pm and
6pm
49%
7pm
9%
Before
2pm
11%
Experience Areas
Fulfilment
Delivery promise for standard delivery Cut-off time for next day delivery
Next’s 11pm cut-off is prominent on the home page

However, often the next day price architecture is set
up to encourage the incremental spend, which for
many retailers makes the difference between fulfilment
costing profit versus contributing to it. Some 30% of
retailers offer next day at £5 or less, and in many cases
that’s an additional £1 to the consumer. Equally, 37%
price it between £5 and £7, clearly therefore either
looking to profit from the customer’s need, or else
having carrier rates that necessitate it. More than a
handful of retailers do not in fact offer next day at all,
and typically this is consistent with an absence of click
collect, or a long delivery promise, suggesting these
retailers struggle with their fulfilment operations.
Click collect is for some retailers becoming the
dominant fulfilment route for their online trade. During
Peak trading, 56% of John Lewis orders were collected
via the service, and most organisations who shared
specifics with us were in excess of 35% (many above
the 50% mark). Getting this experience right, making it
operationally efficient and ensuring it is profitable will
be a key focus for retailers over the next 12 months.
Reviewing some organisations, it becomes clear that
when end-to-end costs are evaluated (including store
staff, call centre costs etc.) and contrasted with average
order values (which are typically lower), click collect
is not always the economically optimal preference for
retailers. Improving the financials will become more of
a focus as the volume scales.
However, a surprising number of retailers still don’t
offer the service. Stylish young fashion brands like
Jack Wills and Hollister are amongst those that have
yet to implement it. Indeed these retailers in general
lag perceived best practice on fulfilment. And where
the service does exist, the digital experience is often
lacking in terms of usability (especially around store
locations – see screenshots) and on messaging the
specifics of the proposition. Many retailers make it
Experience Areas
Fulfilment
MS UX for click collect store selection is well designed
Debenhams’ click collect UX is compact while
informative and supporting home delivery also
Click collect offered
Yes
72%
No
28%

extremely challenging to discover how long the item
will be available at the location (56% don’t declare
this), nor indeed when it will arrive there. It may be that
those retailers have yet to develop their operational
processes, or that they simply haven’t chosen to
communicate this in an easy fashion pre-purchase.
The variability in wait times reflects the stock levels
maintained in store, the stock visibility, use of couriers
vs store fleet and of course the focus the retailer has
placed on this area. So while one quarter of retailers
can now do click collect for next day, another 25%
has either a long promise (7+ days) or a sufficiently
broad range (3-7 days). So the immediacy and store
integration value is for some still quite a way off
operationally. Arguably fulfilment is moving to a 365
day model, and weekend delivery is now available
from more than 50% of these retailers. But evening
delivery (17%) and timed delivery slots (13%) remain rare
and there seems to be limited appetite for expanding
these. Given the explosion in click collect and the
widespread availability of Collect+, these additional
options may not become mainstream. Collect+ clearly
has, with 52% of retailers offering it - though the array
of prices charged is surprising and not always well
aligned with the overall delivery price architecture.
What is surprising is that only 61% offer track trace
functionality, given the extent to which ‘where is my
order’ enquiries drive contact with customer service
(typically 50% of contacts for many retailers). With
carriers focusing on enhancing their capabilities here
(including real-time maps with named drivers and their
contact numbers), this surely is an area where we’d
expect almost ubiquitous adoption.
54%
44%
Timed delivery
slots offered 13%
Evening slots
offered 17%
Experience Areas
Fulfilment
Yes
52%
No
48%
Track ParcelEnter your tracking number
Yes
61%
No
39%
Longer 26%
3-5 days 32%
1 to 2 days 16%
Within next day: 26%
26%
16%
32%
26%
Retailers’ promise for when click collect
will be ready in store
Retailers’ delivery options beyond weekdays, 9am – 5pm
Collect+ availability
Parcel tracking functionality

Abercrombie Fitch No n/a n/a £5.00 n/a 5-7 days £10.00
All Saints No n/a n/a Free Free 2 days £5.00
ASOS n/a n/a n/a £3.00 £20.00 6 days £5.95
Austin Reed Yes n/a n/a £4.95 £150.00 5 days n/a
BHS Yes 4-8 days n/a £3.95 £50.00 4-5 days £5.95
Blue Inc Yes 3-5 days 10 days £3.99 £50.00 3-5 days £4.99
Boden n/a n/a n/a £4.00 n/a 2-3 days £8.00
Burberry Yes 1 day 10 days Free Free 1 day Free
Burton Yes 3-7 days n/a £3.95 £30.00 4 days £5.95
Clarks Yes 3-5 days 9 days Free Free 3-5 days £5.50
Coast No n/a n/a £2.99 £100.00 3-5 days £4.99
Debenhams Yes 3 days 14 days £3.49 £30.00 4 days £3.99
Dorothy Perkins Yes 3-7 days n/a £3.95 £50.00 4 days £5.95
Dune Yes 3-5 days 14 days £3.50 n/a 2-5 days £6.50
Evans Yes 3-7 days 10 days £3.95 £40.00 3-7 days £5.95
Fatface Yes 4-6 days 14 days £2.95 £60.00 3-5 days £5.95
French Connection Yes 3-5 days n/a £3.95 £50.00 3-5 days £7.00
Gap No n/a n/a £4.00 £50.00 3-5 days £6.00
HM No n/a n/a £3.90 n/a 4-6 days n/a
Harvey Nichols Yes 2-5 days n/a £6.00 n/a 2-5 days £10.00
Hobbs Yes 3-5 days n/a £3.95 n/a 3-5 days £6.00
Hollister No n/a n/a £10.00 £75.00 3-5 days £20.00
House of Fraser Yes next day at Noon 7 days £3.00 £50.00 3-5 days £6.00
Jack Wills No n/a n/a £4.00 £75.00 4-8 days n/a
JD Sports Yes 3-5 days n/a £3.99 £60.00 3-5 days £5.99
Jigsaw Yes 2-4 days 28 days £4.95 £100.00 2-4 days £8.00
John Lewis Yes 1 day 7 days £3.00 £50.00 5 days £6.95
Jones Bootmaker Yes 5 days 10 days £3.95 n/a 4 days £4.99
Joules Yes 1 day n/a Free Free 2-3 days £5.95
Fulfilment
comparison
Click collect
offered
When ready
for collection
How long do
you have to
collect
Cost for
standard
delivery
Standard is
free if spend
is…
Standard
delivery
promise
Cost of
next day
Table 1 of 4

Karen Millen No n/a n/a £3.99 £150.00 5 days £5.99
Littlewoods n/a n/a n/a Free Free 2 days £4.95
LK Bennett Yes 2 days 14 days £5.00 £4.95 1 day £4.95
Marks Spencer Yes 1 day 7 days £3.50 £50.00 6 days £3.99
Matalan Yes 3 days 29 days £3.95 £50.00 3-5 days £4.95
Matches No n/a n/a £6.00 n/a 2-3 days £10.00
Miss Selfridge Yes 7 days 14 days £3.95 n/a 4 days £5.95
Moss Bros Yes within 7 days 10 days Free Free 4-6 days £8.00
Net a Porter n/a n/a n/a £5.00 £200.00 3 days £8.00
New Look Yes 3-5 days 10 days £3.99 £45.00 2-4 days £4.99
Next Yes 1 day 14 days £3.99 n/a 1 day £3.99
Oasis No n/a n/a £3.99 n/a 3-5 days £4.99
Office No n/a n/a Free £3.50 2-5 days £5.00
Peacocks Yes 7-10 days n/a £3.99 £50.00 3-5 days n/a
Phase Eight Yes 3-5 days n/a £2.95 £50.00 3-5 days £5.95
Reiss Yes 2-3 days n/a £3.95 n/a 2-3 days £7.00
River Island Yes 4 days 14 days £3.95 n/a 3-4 days £5.95
Russell Bromley Yes 3 days n/a £5.00 n/a 3 days n/a
Schuh Yes 2-3 days n/a Free £5.00 2-3 days £4.99
Selfridges Yes 1 day 14 days £4.95 £1001 (technology only) 5 days £8.00
Superdry Yes 1 day n/a Free Free 2 days £3.95
Ted Baker Yes 2-5 days 7 days Free Free 3-5 days £5.00
Topshop Yes 3-7 days n/a £4.00 £50.00 4 days £6.00
Very n/a n/a n/a £3.95 n/a 1 day £3.95
Wallis Yes 3-7 days n/a £3.95 £50.00 4 days £5.95
Warehouse No n/a n/a £3.95 £50.00 3-5 days n/a
Whistles Yes 3-5 days 14 days Free Free 3-5 days £6.00
White Stuff Yes 3-5 days 14 days £3.95 £50.00 3-5 days £7.95
Zara Yes 3-5 days 14 days £3.95 £50.00 3-5 days £9.95
Fulfilment
comparison
Click collect
offered
When ready
for collection
How long do
you have to
collect
Cost for
standard
delivery
Standard is
free if spend
is…
Standard
delivery
promise
Cost of
next day
Table 2 of 4

Abercrombie Fitch 12pm Yes No No n/a No No
All Saints 9pm Yes No No n/a Yes No
ASOS 10pm Yes Yes Yes £7.95 Yes Yes
Austin Reed n/a No No No n/a No No
BHS 8pm Yes No No n/a Yes No
Blue Inc 5pm No No Yes £7.95 Yes Yes
Boden 7pm Yes Yes No n/a No No
Burberry 7pm Yes No No No No No
Burton 9pm Yes No No n/a Yes Yes
Clarks 6pm No No No No No Yes
Coast 7pm Yes No No n/a Yes No
Debenhams 7pm Yes Yes Yes £6.99 Yes No
Dorothy Perkins 2pm Yes No No n/a No Yes
Dune 6pm Yes No No n/a No Yes
Evans 2pm No No No n/a Yes Yes
Fatface 5pm No No No n/a Yes Yes
French Connection 2pm No No No n/a No No
Gap 2pm No No No n/a Yes Yes
HM n/a No No No n/a Yes No
Harvey Nichols 12pm No No No No Yes No
Hobbs 4pm Yes No No n/a Yes No
Hollister n/a No No No n/a Yes No
House of Fraser 12am Yes Yes Yes £8.00 Yes Yes
Jack Wills n/a No No No n/a Yes No
JD Sports 8pm Yes No Yes £7.99 No No
Jigsaw 4pm Yes No No n/a No No
John Lewis 8pm Yes No Yes £19.00 Yes Yes
Jones Bootmaker 3pm Yes No No n/a Yes Yes
Joules 8pm Yes No No No No No
Fulfilment
comparison
Cut-off time
for next day
delivery
Is Weekend
delivery an
option?
Timed delivery
options
Evening
options
Evening
delivery cost
Track trace
Is Collect+
offered?
Table 3 of 4

Karen Millen 2pm No Yes Yes £7.99 No Yes
Littlewoods 9pm Yes No No n/a No Yes
LK Bennett 2pm No No No n/a Yes No
Marks Spencer 10pm No No No n/a Yes No
Matalan 5pm No No No n/a Yes No
Matches 12pm No No No n/a Yes No
Miss Selfridge 9pm No No No n/a Yes Yes
Moss Bros 5pm Yes No No n/a Yes Yes
Net a Porter 3pm No No No n/a Yes No
New Look 8pm Yes No No n/a Yes Yes
Next 12am Yes No Yes £6.99 No No
Oasis 6pm Yes Yes Yes £5.99 No Yes
Office 3pm No No No No Yes Yes
Peacocks n/a Yes No No n/a Yes No
Phase Eight 12pm No No No n/a Yes No
Reiss 3pm No Yes No n/a Yes No
River Island 9pm No No No No Yes Yes
Russell Bromley n/a No No No n/a No Yes
Schuh 10pm Yes No No n/a No Yes
Selfridges 5.30 pm Yes No No No Yes No
Superdry 10pm No No No No Yes Yes
Ted Baker 4pm Yes No No n/a No Yes
Topshop 9pm Yes No No n/a Yes No
Very 9pm Yes No No No No Yes
Wallis 2pm Yes No No n/a Yes Yes
Warehouse n/a Yes No No n/a No Yes
Whistles 5pm Yes No Yes £10.00 Yes Yes
White Stuff 1pm Yes No No n/a No No
Zara 2pm No No No n/a No No
Fulfilment
comparison
Cut-off time
for next day
delivery
Is Weekend
delivery an
option?
Timed delivery
options
Evening
options
Evening
delivery cost
Track trace
Is Collect+
offered?
Table 4 of 4

It did not take long for UK retailers to recognise that they led much of the world in
their eCommerce capability, that their products have great appeal internationally and
that while domestic competition was fierce, selling overseas by comparison appeared
to offer greater opportunity. As pure-play retailers like Asos and Wiggle started
announcing that more than 50% of sales were coming from international, overseas
selling went from an interesting but complicated idea to an item right at the top of
almost everyone’s to-do list. No surprise then that more than 91% of the firms looked
at have an international offering. And for 52% that offer exists across 50 markets.
While the US, CA and AU were the obvious easy pickings, retailer Ridley took on the
multilingual and multi currency challenges of the nearby European markets and then
went fully fledged into the rest. The potential in the large markets of Brazil, China,
Russia and Turkey still present challenges to some, but International is for many
retailers clearly a major focus area.
Those more emergent markets are wonderful opportunities for some, with the
premium retailers in particular having China specific sites. But Russia remains a
market that few are supporting. Recognising the potential, retailers are still open
to the opportunities – Burberry for example allows Brazilian customers to browse
(in English), but then funnels users into live chat or other contact mechanisms to
complete the transaction. Harvey Nichols invites all non-UK shoppers to contact
customer services. For others, even the more mature markets are not yet part of the
offering: HM’s Australian users cannot buy from the UK site yet. While the HM
Australian site shows the product range, it does not support online purchasing (an
improvement at least on Ted Baker’s AU site, which is a holding page).
Despite the ecosystem that’s sprung up around international, with a plethora of
small service organisations sitting alongside the logistics behemoths, the delivery
pricing suggests that not everyone has got it working smoothly. At one end of the
spectrum, and perhaps unnecessarily, Clarks and Superdry choose to offer free
shipping internationally, All Saints is free to Europe and three of the Arcadia brands
(Miss Selfridge, Wallis Evans) are free to the US. In contrast, LK Bennett charges
£20 to Europe. Perhaps this reflects sound commercial decisions with some retailers
recognising they can (temporarily?) make profits on shipping. There is no current
evidence to suggest that international will go the same way as domestic, with an
inevitable slide towards fast and free. Instead retailers appear to be settling down at a
‘sensible’ shipping charge to the consumers. The variation across markets is however
substantial. Shipping to the US is for most significantly more expensive, but different
Experience Areas
International support
Top retailers in international support
8/10Next
8/10Clarks
10/10Superdry
10/10Burberry Yes
51%
Yes
63%
Yes
43%
Yes
59%
No
49%
No
37%
No
57%
No
41%
Retailers delivering to key growth markets

retailers clearly either have different carrier arrangements across different markets,
or are able to (or are forced to) charge quite differentiated prices. Dune for example
is low-cost to EU US at £3.50, but charges £20 to Australia. Our research did not
explore returns policies and time, but it may be that reverse logistics is driving some
of the variation.
Norms in each market of course also vary, and not all markets have experienced
the same focus on ever cheaper, faster, more convenient fulfilment options that has
characterised the UK market in recent years. For the US, standard delivery of 5 days
or more was typical from the retailers reviewed, while for Australia the standard terms
were slower still
Presentationally, while several retailers present each country’s options distinctly
(usually via a table), some favour displaying groups of countries. At its extreme, some,
such as Fat Face, present a very simple, clean statement of “£10 anywhere in the
world”. However, noting that the consumer is most likely researching only their own
one specific country, leaving any positive or negative feelings from comparing with
other countries, they would most probably prefer the more specific presentational
styles. Especially where the range of possible delivery dates is exteme: for more than
a third of retailers, citing a range between earliest and latest possible deliveries of
more than 7 days is considered reasonable, Jack Wills states its delivery price as £12
whether Europe or International, and more experienced continental shoppers will
perhaps feel aggrieved that they are charged the same rates as customers in Australia
or China.
Experience Areas
Delivery time ranges for EU, US and AU EU US AU
1 – 3 days 38% 32% 24%
4 – 5 days 46% 32% 24%
5 - 6 days+ 4% 13% 19%
7+ days 13% 24% 33%
Delivery price ranges for EU, US and AU EU US AU
Free 10% 14% 10%
£4 22% 7% 7%
£4 - £6 16% 21% 5%
£6 - £8 24% 12% 2%
£8 - £10 12% 17% 21%
£10 - £15 10% 10% 31%
£15+ 4% 19% 24%
Yes
51%
No
49%
Range between earliest and latest possible delivery date EU US AU
No range 25% 29% 33%
1 – 3 days 50% 39% 38%
4 – 6 days 19% 21% 14%
7 days+ 6% 11% 14%
Retailers offering country-specific fulfilment propositions

International support varies widely, with most
assuming overseas customers will be comfortable
with English language and paying in sterling. However,
some retailers are making small efforts to better serve
these customers. John Lewis delivers to a limited range
of countries, but does provide its international shipping
information in local language, with seven languages
offered in addition to English. And Matches enables
customers to switch display currencies as well as set a
delivery destination (from over 200 choices).
Increasingly, sites have a country specific variant,
which better caters for localised shipping, currency
and pricing. The most internationally optimised
retailers such as ASOS and especially Next fully
localise, including language, tone and sometimes
range and merchandising. In several cases the product
is still served from the UK (and declared as such on
some sites), while for others there is a local or regional
fulfilment operation. For most such retailers, the
available sites are typically UK, US, Australia and either
an EU wide option, or German and French specific
variants. Retailers usually have a ‘country’ or ‘region’
link or flag in the header to enable to switch, though
not always (JD Sports has no such link, and offers no
delivery to France in its list, but the sophisticated user
can deduce that a jdsports.fr exists).
Note that for the purposes of this report, the tabular
data and statistical analysis reflects the experience of
international shoppers coming to the UK site. Several
retailers reviewed are not UK based (eg Abercrombie
Fitch, Gap, HM, Hollister Zara) and are therefore
excluded from the analysis.
Experience Areas
Retailers offering country-specific websites
John Lewis features multilingual support
for its fulfilment proposition
Yes
52%
No
48%

Experience Areas
Next has an extensive set of country-specific websites, including Russia
Dorothy Perkins presents country-specific
fulfilment details cleanly
Matches allows the user to manage
the currencies they use

Abercrombie Fitch 27 Yes Yes £5.00 5-7 days
All Saints 66 No No Free 3-5 days
ASOS 245 No Yes € 3.00 3-5 days
Austin Reed 60 No No € 10.00 10 days
BHS None n/a n/a n/a n/a
Blue Inc 182 No Yes £6.99 5-7 days
Boden 60 No No £6.00 8-10 days
Burberry 60 Yes Yes Free 3-5 days
Burton 100+ No No £5.00 3-7 days
Clarks 18 Yes Yes Free 3-5 days
Coast 45 Yes No € 15.00 10 days
Debenhams 64 No Yes £7.00 5-6 days
Dorothy Perkins 100 No Yes € 6.00 5 days
Dune 26 No No £3.50-£15 5 days
Evans 100 Yes Yes € 6.00 5-7 days
Fatface n/a No No £10.00 5-12 days
French Connection 230 No No £10.00 1-5 days
Gap n/a Yes Yes n/a n/a
HM 59 Yes Yes n/a n/a
Harvey Nichols None n/a n/a n/a n/a
Hobbs 50 Yes No £12-£16 10 days
Hollister n/a n/a Yes £10-£25 5-7 days
House of Fraser 130 No Yes £6.00 8 days
Jack Wills 30 No No £12.00 10-14 days
JD Sports 200 Yes No £6.99 3-10 days
Jigsaw 20 Yes No £10.95 5-10 days
John Lewis 30 No No £7.50 2-7 days
Jones Bootmaker None n/a n/a n/a n/a
Joules 43 Yes No £9.00 5-7 days
International
support comparison
Claimed number of
countries supported
Country specific sites
available
Fulfilment
proposition specific
to each country
Delivery charge to EU Nr of days to deliver
Table 1 of 4

Karen Millen 26 Yes Yes € 4.95 7 days
Littlewoods 1 Yes Yes n/a n/a
LK Bennett 53 No No £20.00 2-8 days
Marks Spencer 30 Yes Yes £3.95 4-6 days
Matalan None n/a n/a n/a n/a
Matches 212 No Yes £8.00 2-3 days
Miss Selfridge 100 Yes Yes € 6.00 5-7 days
Moss Bros 120 Yes Yes £8-£35 2-10 days
Net a Porter 173 No Yes £10.89 3-4 days
New Look 129 Yes Yes £5.00 5 days
Next 72 Yes Yes € 3.00 1-2 days
Oasis 24 No No € 10.00 n/a
Office 30 No No £5-£15 5-10 days
Peacocks 24 No No £9.99 5-7 days
Phase Eight 29 Yes No € 12.00 3-7 days
Reiss 55 Yes No € 10.00 3-4 days
River Island 100 Yes No £6.00 7 days
Russell Bromley 13 No No €12-€20 5 days
Schuh 28 No No € 10.00 5-7 days
Selfridges 60 No No £15.00 4 days
Superdry 236 Yes Yes Free 5 days
Ted Baker 200 Yes Yes Free 2-6 days
Topshop 110 Yes Yes € 6.00 5-7 days
Very None n/a n/a n/a n/a
Wallis 100 Yes Yes € 6.00 5-7 days
Warehouse 43 Yes Yes € 4.95 5-7 days
Whistles 56 No No £5.00 3-5 days
White Stuff 196 No No £8.00 3-6 days
Zara n/a Yes Yes n/a n/a
International
support comparison
Claimed number of
countries supported
Country specific sites
available
Fulfilment
proposition specific
to each country
Delivery charge to EU Nr of days to deliver
Table 2 of 4

Abercrombie Fitch n/a n/a n/a n/a No No No No
All Saints £18.95 5-7 days £18.95 5-7 days Yes Yes Yes No
ASOS $4.00 6 days $5.00 7 days Yes Yes Yes Yes
Austin Reed $32.00 Up to 10 days $32.00 10 days Yes Yes No Yes
BHS n/a n/a n/a n/a No No No No
Blue Inc £9.99 7-14 days £9.99 7-14 days Yes Yes Yes Yes
Boden n/a n/a £12.00 12-14 days Yes Yes Yes Yes
Burberry Free 3-5 days Free 3-5 days Yes Yes Yes No
Burton n/a n/a £10.50 3-12 days Yes No Yes Yes
Clarks Free 3-5 days $9.95 3-10 days No No No No
Coast € 25.00 10 days € 25.00 10 days Yes No No Yes
Debenhams £10.00 5-10 days £14.00 8-10 days No No No Yes
Dorothy Perkins $10.00 11 days £10.50 9 days Yes No Yes Yes
Dune £3.50 5 days £20.00 5 days No No No No
Evans Free 5-10 days £9.00 9 days Yes No Yes No
Fatface £10.00 5-12 days £10.00 5-12 days Yes Yes Yes Yes
French Connection £10.00 2-6 days £14.00 4-8 days Yes Yes Yes Yes
Gap n/a n/a n/a n/a n/a n/a n/a n/a
HM n/a n/a n/a n/a Yes Yes Yes No
Harvey Nichols n/a n/a n/a n/a n/a n/a n/a n/a
Hobbs $5.00 8 days $7.50 8 days Yes Yes Yes No
Hollister n/a n/a n/a n/a n/a n/a n/a n/a
House of Fraser £6.00 10 days £9.00 6 days Yes Yes Yes Yes
Jack Wills £12.00 10-14 days £12.00 10-14 days Yes No No No
JD Sports £9.99 3-10 days £9.99 3-10 days Yes Yes Yes Yes
Jigsaw $13.00 2-7 days Free 1-5 days No No No No
John Lewis £25.00 4-11 days £25.00 5-11 days No No No No
Jones Bootmaker n/a n/a n/a n/a n/a n/a n/a n/a
Joules $9.95 4-7 days £16.00 7-10 days No Yes No Yes
International
support comparison
Delivery
charge to US
Nr of days to
deliver
Delivery
charge to AU
Nr of days to
deliver
Ships to
China
Ships to
Russia
Ships to
Turkey
Ships to
Brazil
Table 3 of 4

Karen Millen Free n/a Free 5 days Yes Yes No No
Littlewoods n/a n/a n/a n/a n/a n/a n/a n/a
LK Bennett $10.00 1-7 days £20.00 5-7 days Yes No Yes Yes
Marks Spencer £15.00 7-10 days £15.00 10-14 days Yes No No No
Matalan n/a n/a n/a n/a n/a n/a n/a n/a
Matches £12.00 1-3 days £12.00 2-3 days Yes Yes Yes Yes
Miss Selfridge $10.00 10 days £9.00 9 days Yes No Yes Yes
Moss Bros £20.00 5-7 days £25.00 6-9 days No Yes Yes No
Net a Porter £30.00 3-4 days £20.00 3-4 days Yes Yes Yes Yes
New Look £7.50 7-9 days £9.00 7-9 days No No Yes No
Next £5.00 n/a $5.00 3-5 days Yes Yes Yes Yes
Oasis n/a n/a n/a n/a No No No No
Office £25.00 7-10 days £12.00 7-10 days No No Yes No
Peacocks £9.99 10-14 days £14.99 14-21 days No No No No
Phase Eight $15.00 n/a n/a n/a n/a n/a n/a n/a
Reiss $15.00 2-3 days $25.00 3-4 days No No Yes Yes
River Island £10.00 8 days £10.00 10 days Yes Yes Yes Yes
Russell Bromley n/a n/a n/a n/a No No No No
Schuh n/a n/a n/a n/a No No No No
Selfridges £25.00 5 days £25.00 6 days Yes No Yes No
Superdry Free 5 days Free 4-7 days Yes Yes Yes Yes
Ted Baker $10.00 3-5 days n/a n/a No No Yes Yes
Topshop Free 4-7 days £9.00 9 days Yes No Yes No
Very n/a n/a n/a n/a n/a n/a n/a n/a
Wallis $10.00 10 days £10.50 9 days Yes No Yes Yes
Warehouse $10.00 3-8 days $10.00 3-8 days No No No Yes
Whistles £7.00 3-5 days £8.00 5-7 days Yes Yes No No
White Stuff £12.00 5-8 days £12.00 5-8 days Yes No No Yes
Zara n/a n/a n/a n/a n/a n/a n/a n/a
International
support comparison
Delivery
charge to US
Nr of days to
deliver
Delivery
charge to AU
Nr of days to
deliver
Ships to
China
Ships to
Russia
Ships to
Turkey
Ships to
Brazil
Table 4 of 4

With 40% of online sales typically coming from
mobile, the area is naturally receiving substantial
focus. However, the old decision of ‘responsive or an
app’ still seems to confuse some, when the answer is
surely always ‘build a responsive site’ (or better yet, an
adaptive one). This is recognised by 88% of the retailers
reviewed, and sometimes the answer is additionally
to also ‘build an app’. An app is if course only useful
when your customers install it. We can anticipate the
customer experience benefits from downloading apps
to increase as stores increasingly digitise and enable
beacons, scan and pay, loyalty features, add social
proofs and shares and so on. But nonetheless we do
not expect that any user will have a pre-ponderance
of retailer specific apps on their device. However,
as solutions such as the PhoneGap framework
Experience Areas
Mobile support
61% 14%25%
2+ apps: 14%
1 app: 61%
No app: 25%
Yes
88%
No
12%
Top retailers in mobile support
7/10Burton
8/10Top Shop
8/10River Island
8/10Net a Porter
8/10John Lewis
8/10Abercrombie Fitch
9/10JD Sports
Yes
59%
Yes
41%
No
41%
No
59%
Retailers with a responsive site
Retailers having native apps Superdry’s mobile site home page
Platforms for which retailers have an app

increasingly make developing apps a more marginal
extension on core site development, we do expect
more apps to be offered. Today however it is surprising
that 24% of retailers do not have an app. And where
retailers have written an app, they have in general
chosen to do so for iOS rather than Android, despite the
iPhone’s market share traditionally being far below that
of Android devices (though it now exceeds 40% and is
trending up following the release of iOS8).
iPhone apps are generally rated less well by users. On
average, they score 3.3 out of 5 from users compared
to Android apps’ 3.8. And overall it appeared that the
iOS apps were more polarised, with many being quite
poorly rated, while a few were very positively regarded,
including ASOS, rated 4.9 and with one of the larger
download levels.
On mobile, enabling store locators and the like is a
basic requirement, and unsurprisingly 86% of retailers
offer this. Of greater
importance is satisfying
the immediacy needs
some customers have
by offering information
on local store’s stock
levels. Unfortunately,
in fashion retailing in
particular very few have
sufficiently accurate
inventory levels. Marks and Spencer leads the way
on using RFID to enable this and many retailers are
working on a single view of stock, so we can anticipate
this functionality being more broadly available within a
few years.
Mobile performance remains challenging for many.
While some retailers, such as HM, Superdry and Moss
Bros, performed well in Google’s performance tests,
more than one third of those tested scored less than 60
out of 100.
Yes
86%
No
14%
8%
0%
Less than
2.5
4%
42%
2.5-3.0
16%
11%
3.0-3.5
40%
11%
3.5-4.0
32%
13%
4.0-4.5
8%
16%
4.5+
Experience Areas
Mobile support
Score %
Less than 50 10%
50-60 28%
60-70 28%
70-80 31%
80+ 3%
Users’ ratings of retailers’ iOS and Android apps
Location-based services built into the apps
ASOS’ app has strong user feedback
Mobile site speed performance

Abercrombie Fitch Yes 1 Yes Yes Yes 1,444 2.9 Yes 10,099 4.2
All Saints Yes 2 Yes Yes No n/a n/a Yes 23,525 3.8
ASOS Yes 2 n/a Yes Yes 586 4.9 Yes 32,394 4.4
Austin Reed No 0 n/a n/a No n/a n/a No n/a n/a
BHS Yes 2 Yes Yes Yes 21 2.7 Yes 222 3.4
Blue Inc Yes 2 Yes Yes Yes 30 4.0 Yes 45 4.1
Boden Yes 0 n/a n/a No n/a n/a No n/a n/a
Burberry Yes 1 Yes Yes No n/a n/a No n/a n/a
Burton Yes 1 Yes Yes Yes 129 4.0 Yes 508 3.6
Clarks Yes 1 Yes Yes No n/a n/a No n/a n/a
Coast Yes 1 Yes Yes Yes 354 2.9 No n/a n/a
Debenhams No 2 Yes Yes No n/a n/a Yes 4 3.3
Dorothy Perkins Yes 1 Yes Yes Yes 170 3.3 Yes 681 3.0
Dune Yes 0 n/a n/a No n/a n/a No n/a n/a
Evans Yes 1 Yes Yes Yes 162 3.3 No n/a n/a
Fatface Yes 3 Yes Yes No n/a n/a No n/a n/a
French Connection Yes 1 Yes Yes No n/a n/a No n/a n/a
Gap Yes 1 Yes Yes No n/a n/a Yes 137 3.4
HM Yes 2 Yes Yes Yes 247 3.1 Yes 77,031 4.1
Harvey Nichols Yes 0 n/a n/a No n/a n/a No n/a n/a
Hobbs Yes 1 No No Yes 13 4.8 No n/a n/a
Hollister No 2 No No Yes 1,444 2.9 Yes 10,101 4.2
House of Fraser Yes 1 Yes Yes Yes 214 3.4 Yes 158 4.1
Jack Wills Yes 1 Yes Yes Yes 68 4.4 No n/a n/a
JD Sports Yes 1 Yes Yes Yes 811 4.5 Yes 6,561 4.1
Jigsaw Yes 0 n/a n/a No n/a n/a No n/a n/a
John Lewis Yes 1 Yes Yes Yes 272 2.9 Yes 1,004 3.9
Jones Bootmaker Yes 1 Yes Yes No n/a n/a No n/a n/a
Joules Yes 0 n/a n/a No n/a n/a No n/a n/a
Mobile support
comparison
Responsive
site
Number of
apps
Is there a
store finder
on the app?
Is it geo
aware?
Is there an
iOS app?
Nr of iOS
ratings
Average iOS
rating
Is there an
Android
app?
Nr of
Android
ratings
Average
Android
rating

Karen Millen Yes 1 Yes Yes Yes 901 3.0 Yes 4 4.8
Littlewoods Yes 1 No No Yes 93 2.7 No n/a n/a
LK Bennett No 1 Yes Yes No n/a n/a No n/a n/a
Marks Spencer Yes 3 Yes Yes Yes 898 2.8 Yes 587 3.5
Matalan Yes 1 Yes Yes Yes 42 3.5 Yes 788 3.5
Matches Yes 1 No No Yes 10 3.3 No n/a n/a
Miss Selfridge Yes 2 Yes Yes Yes 17 2.6 Yes 247 3.6
Moss Bros Yes 1 Yes Yes No n/a n/a No n/a n/a
Net a Porter Yes 1 Yes Yes Yes 2,481 2.8 Yes 1,118 3.9
New Look Yes 1 Yes Yes Yes 681 2.1 No n/a n/a
Next No 1 Yes Yes Yes 12,800 2.9 Yes 2,067 3.5
Oasis Yes 1 Yes Yes Yes 1,699 2.6 No n/a n/a
Office Yes 1 Yes Yes Yes 115 2.3 No n/a n/a
Peacocks Yes 0 n/a n/a No n/a n/a No n/a n/a
Phase Eight No 0 n/a n/a No n/a n/a No n/a n/a
Reiss Yes 0 n/a No No n/a n/a No n/a n/a
River Island Yes 1 Yes Yes Yes 2,690 3.5 Yes 3,844 4.0
Russell Bromley No 0 n/a n/a No n/a n/a No n/a n/a
Schuh Yes 1 Yes Yes Yes 143 2.4 No n/a n/a
Selfridges Yes 0 n/a n/a No n/a n/a No n/a n/a
Superdry Yes 1 Yes Yes No n/a n/a No n/a n/a
Ted Baker Yes 0 n/a n/a Yes 33 4.5 No n/a n/a
Topshop Yes 1 Yes Yes Yes 5,525 2.5 Yes 1,967 3.6
Very Yes 1 No No Yes 1,502 2.7 No n/a n/a
Wallis Yes 2 Yes Yes Yes 46 3.6 Yes 75 3.7
Warehouse Yes 1 Yes Yes Yes 1,216 2.5 No n/a n/a
Whistles Yes 0 n/a n/a No n/a n/a No n/a n/a
White Stuff Yes 0 n/a n/a No n/a n/a No n/a n/a
Zara No 1 No No Yes 313 4.5 Yes 38,066 4.1
Mobile support
comparison
Responsive
site
Number of
apps
Is there a
store finder
on the app?
Is it geo
aware?
Is there an
iOS app?
Nr of iOS
ratings
Average iOS
rating
Is there an
Android
app?
Nr of
Android
ratings
Average
Android
rating

Imagery is critical in selling
fashion, and many of the retailers
have invested heavily in this area,
with most now having at least
five images . The very best don’t
just include an array of images,
but they include detail shots of
specific elements of the clothing,
or full 360 degree rotations (eg
Dune, noting that this is much
easier for shoes). For most, not
showing the model’s head remains
the approach, reflecting both
the additional cost of doing so
and beliefs around whether this
helps or hinders the customer’s
purchasing process.
Video remains relatively uncommon, and while retailers
such as ASOS will include catwalk video prominently,
only 15% of retailers use video so they are in the
minority, and there is no real correlation with breadth of
range or product price.
The Net-a-Porter PDP is a stand-out, as might be
expected from a brand that can afford to invest behind
this page, given the average selling price.
Their imagery is extensive, their support facilities
prominent, and not only are they keen to enable
social sharing, but Weibo is also included as a posting
destination. The visual design too has clearly been an
area of focus.
At an entirely different price point, the Next PDP
also features a number of interesting aspects. With
a great set of images and zoom tools, the page also
works the upselling very hard by putting together its
collections and enabling their purchase all from within
the same PDP. Whether customers are comfortable
buying capsules and whether these recommendations
are sufficiently accurate (personalised or otherwise)
remains to be seen.
Experience Areas
Product detail pages
7%
x2
19%
x3
20%
x4
26%
x5
28%
x6+
Top retailers in product detail pages
8/10White Stuff
8/10Wallis
8/10Top Shop
8/10Littlewoods
8/10John Lewis
9/10Schuh
9/10French Connection
Yes
15%
No
85%
Video included on the PDP
Net-a-Porter’s strong use of imagery
Cross-sell and up-sell features on the Next PDP
Number of images shown on the PDP

Key for many customers is knowing the returns
policy and understanding the delivery costs impacts,
but surprisingly few retailers build on their strong
propositions by highlighting this on the PDP. For some
retailers, the information is challenging to find till much
later in the purchase process, and not because it is
expensive. As ever, each retailer will have nuances that
make best practice guidelines more or less relevant –
the Net-a-Porter customer is less focused on delivery
charges when viewing £2,000 dresses. All Saints nicely
presents its returns offer and also uses a counter to
focus the mind on the cut-off, though this is potentially
unhelpful when the cut-off is a number of hours away.
For information content, Schuh’s PDP is exemplary.
Its delivery and returns are very prominent, it handles
colourways smoothly, has an excellent array of visuals
and supporting tools, brings reviews to the fore and
sensibly incorporates a ‘fitting’ appraisal, and even
integrates store stock well. Its visual design is also
very coherent, with calls to action well differentiated,
promotions clear and different page components nicely
orchestrated. Were it not for a lack of video, which
would be low on the priority list for a shoe retailer, the
Schuh PDP would have scored 10 out of 10.
Experience Areas
Product detail pages
Recommendations
for you...
Yes
81%
No
19%
Yes
50%
No
50%
Yes
59%
No
41%
All Saints’ returns terms are prominent on the PDP
Schuh’s PDP is a lesson in best practice
PDPs featuring user reviews
PDPs featuring recommendations
PDPs featuring cross-sells or up-sells

Abercrombie Fitch 2 No Yes No Yes No No
All Saints 3 No Yes No No Yes No
ASOS 4 Yes Yes Yes No Yes No
Austin Reed 2 No Yes No Yes No No
BHS 4 No Yes No Yes No Yes
Blue Inc 3 No Yes No No No No
Boden 10 Yes Yes Yes Yes Yes Yes
Burberry 6 No Yes No No Yes No
Burton 4 No Yes No No No Yes
Clarks 7 No Yes No No Yes Yes
Coast 4 No Yes No No n/a Yes
Debenhams 4 No No Yes Yes No Yes
Dorothy Perkins 5 No Yes No No No Yes
Dune 7 No Yes n/a Yes Yes Yes
Evans 4 No Yes No Yes No Yes
Fatface 2 No No n/a No Yes Yes
French Connection 5 Yes Yes Yes Yes Yes No
Gap 5 No Yes Yes Yes Yes No
HM 4 No Yes Yes Yes Yes No
Harvey Nichols 5 No No No No No Yes
Hobbs 4 No Yes No Yes Yes Yes
Hollister 4 Yes Yes No No No No
House of Fraser 4 No Yes No Yes Yes No
Jack Wills 4 No Yes Yes Yes Yes No
JD Sports 5 No Yes Yes Yes Yes Yes
Jigsaw 3 No Yes Yes Yes Yes Yes
John Lewis 5 No Yes No Yes No Yes
Jones Bootmaker 5 No Yes n/a No Yes Yes
Joules 2 No Yes Yes No Yes Yes
Product detail
pages comparison
No of images Video Image tools
Models faces
shown
Images of
clothing detail
Images in colour
variations
Reviews provider

Karen Millen 5 Yes No Yes Yes Yes No
Littlewoods 3 No Yes Yes Yes Yes Yes
LK Bennett 6 Yes Yes n/a Yes Yes No
Marks Spencer 5 No Yes Yes No Yes Yes
Matalan 3 No Yes No No Yes Yes
Matches 6 No Yes No Yes No No
Miss Selfridge 3 No Yes No No Yes Yes
Moss Bros 6 No Yes n/a No No No
Net a Porter 8 No Yes No Yes No No
New Look 3 No Yes No No No No
Next 3 No Yes Yes Yes No No
Oasis 3 Yes Yes Yes No Yes Yes
Office 7 No Yes n/a Yes No No
Peacocks 6 No Yes No Yes Yes Yes
Phase Eight 6 No Yes No Yes Yes Yes
Reiss 6 No Yes No Yes Yes No
River Island 4 No Yes No Yes Yes No
Russell Bromley 5 No Yes n/a Yes No No
Schuh 8 No Yes n/a Yes Yes Yes
Selfridges 5 No No No Yes Yes No
Superdry 7 Yes Yes Yes Yes No Yes
Ted Baker 5 No No No Yes Yes No
Topshop 5 Yes Yes Yes Yes Yes Yes
Very 4 No No Yes No No Yes
Wallis 5 No Yes No Yes Yes Yes
Warehouse 5 No Yes Yes No Yes Yes
Whistles 5 No Yes Yes Yes Yes No
White Stuff 3 No Yes Yes Yes Yes Yes
Zara 6 No Yes Yes Yes Yes No
Product detail
pages comparison
No of images Video Image tools
Models faces
shown
Images of
clothing detail
Images in colour
variations
Reviews provider

Abercrombie Fitch Yes No Yes Medium No No
All Saints Yes No Yes No High No
ASOS Yes Yes Yes No No No
Austin Reed Yes Yes Yes Medium Medium Yes
BHS Yes Yes Yes Medium Medium Yes
Blue Inc Yes No Yes High High No
Boden No Yes Yes Medium No Yes
Burberry Yes No Yes No No Yes
Burton Yes Yes Yes Medium Medium No
Clarks Yes Yes Yes Medium Medium Yes
Coast Yes Yes Yes No No Yes
Debenhams Yes Yes Yes High Medium No
Dorothy Perkins Yes Yes Yes Medium Medium No
Dune Yes Yes Yes Medium Medium Yes
Evans Yes Yes Yes High Medium No
Fatface Yes No Yes Medium Medium No
French Connection Yes Yes Yes High High Yes
Gap No No Yes High High Yes
HM Yes Yes No High Medium No
Harvey Nichols Yes Yes Yes High High Yes
Hobbs Yes Yes Yes Medium High Yes
Hollister Yes Yes Yes Medium No No
House of Fraser Yes Yes Yes Medium Medium Yes
Jack Wills No No Yes Medium Medium Yes
JD Sports Yes No Yes Medium Medium No
Jigsaw Yes Yes Yes Medium Medium Yes
John Lewis Yes Yes Yes High High Yes
Jones Bootmaker Yes No No Medium Medium Yes
Joules Yes No Yes High High Yes
Product detail
pages comparison
Recommendations Cross-sells/upsells Size Guide
Delivery options
prominent
Returns policy
prominent
Stock availability per
size

Transform Fashion Retail Report 2015

Transform Fashion Retail Report 2015

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Transform Fashion Retail Report 2015