We run an e-shop specialising in barefoot footwear, with sales across the USA, Australia and Europe. However, our current sales figures aren’t quite where we need them to be.
I’ve been considering offering free shipping to boost sales, while adjusting product prices to cover the shipping costs. However, I’m a bit concerned that this might increase our return rate, which is something we’d prefer to avoid.
I’d love to hear about your experience. Did you notice a rise in returns when you offered free shipping? How much did it affect your sales and conversion rates?
Thank you so much for your insights, I really appreciate it.
Hi @Lenkajbc
It sounds like you’re weighing the pros and cons of offering free shipping to boost sales while being mindful of how it might impact returns. That’s a smart approach because, in many cases, free shipping does drive higher conversions, but it can also lead to more returns if not managed carefully.
The Impact of Free Shipping on Returns
From my experience and from what many eCommerce store owners have shared, free shipping can indeed increase your order volume, but whether it significantly raises your return rate depends on a few key factors:
- Psychological Effect on Customers – Free shipping reduces the friction in the buying process. Shoppers feel more confident placing an order when they don’t see extra charges at checkout, which often leads to increased conversions.
- Returns May Increase Slightly – Some stores do see a small rise in returns after offering free shipping because customers might be less hesitant to order multiple sizes or styles. However, this isn’t always a dealbreaker if you set clear policies and optimize your product pages.
- Product Expectations Matter – If customers know exactly what they’re getting (detailed size guides, high-quality images, video try-ons, and clear material descriptions), returns tend to stay stable. Since you’re selling barefoot footwear, accurate sizing and fit information are crucial.
Ways to Reduce Returns While Offering Free Shipping
If you’re considering this strategy, here are some ways to minimize potential issues:
- Incorporate a Small Restocking Fee – Instead of charging for returns outright (which can discourage customers from buying in the first place), you could implement a small restocking fee for returns due to preference changes (not defects). This makes customers think twice before ordering multiple sizes.
- Provide a More Detailed Sizing Guide – Since barefoot shoes have a unique fit, making sure customers choose the right size is key. You can include an interactive size calculator or comparison charts with other popular brands.
- Highlight Customer Reviews & Fit Information – Allow previous buyers to share their experience with sizing and comfort. Many brands use “Fits True to Size,” “Runs Large,” or “Runs Small” indicators to help.
- Encourage Exchanges Instead of Returns – Offering free size exchanges instead of refunds can help maintain sales while still giving customers flexibility.
- A/B Test Free Shipping – Try free shipping on certain products or regions first and monitor how it impacts sales and return rates before rolling it out storewide.
Bottom Line: Will Free Shipping Boost Sales Enough to Justify the Risk?
Many eCommerce businesses, especially those selling apparel and footwear, see a positive impact on sales with free shipping, but it’s about how you structure it. If you build shipping costs into the product price and optimize your sizing/return policy, the increase in returns should be manageable.
It’s definitely worth testing! Maybe start with a “free shipping over $X” threshold instead of storewide free shipping to see how your customers respond.
If you need any other assistance, feel free to reply and I will try my best to help.
Best regards,
Daisy