The Return of Paid Returns - What this means for Small Retailers

Big retailers are scaling back their free returns — and it might be the best news small businesses have heard in a while.

In this episode, Nicole breaks down the global trend away from free return policies, with data from Australia, the US, and the UK. You’ll hear why consumer expectations are shifting, and what this means for independent retailers who’ve struggled to compete with “free everything.”

She also shares five practical, customer-friendly alternatives to blanket free returns — including real examples like Birdsnest’s store credit offer — so you can keep your returns process clear, sustainable, and still built on trust.

Whether you’re rethinking your current return policy or building one from scratch, this episode will give you the tools to strike the right balance between great service and protecting your bottom line.

🎧 Tune in for:

• Global data on return policy changes
• How consumer expectations are shifting
• What small retailers can do instead of free returns
• A real-world example from Nicole’s own return experience

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