Why UK brands choose Loop: Localised tools, support, and scale
Samir Kamnani
·July 3, 2025
The UK has grown to the third-largest ecommerce market in the world, with online revenues currently increasing at a rate of 12.6% year over year. Within the region, over 30% of all sales transactions are conducted online.
UK brands like Oh Polly, a fashion retailer, have been able to catapult to record growth: Launching in 2015, the brand has sold more than 11 million items and generated more than £600 million in total revenue, focussing heavily on organic social engagement to fuel their marketing initiatives.
Both domestically and abroad, there's a massive opportunity for forward-thinking UK brands who can effectively leverage technology to help them build best-in-class customer experiences across every touchpoint. To deliver on your customers’ high expectations, it’s important to consider the entire customer journey – including the returns process.
When selecting a UK returns management solution, these features are critical for ensuring that you’re able to deliver an optimised returns experience.
Customisable workflows
If your brand ships both domestically and abroad, then you’ll likely need to handle returns differently based on geographic region. By taking advantage of tools like Loop’s Workflows, you can easily set up conditional logic that determines the treatment of returns based on their location.
For instance, if a returning item is located in the UK, you might charge a £5 return shipping fee; if you’re receiving the item back from Italy, the shipping fee might go up to £10. Loop also facilitates in-store returns through POS, enabling you to help your customers locate nearby shops where they can process their returns for free if available in their region.
Oh Polly ships their products all over the world, so developing custom Workflows for each region have helped them avoid countless customer support inquiries through automation. “We have so many return policies and it wouldn’t be possible without Loop’s Workflow feature,” says Emily Mcmorran, Oh Polly’s Customer Experience Lead.
Streamlined cross-border shipping logistics
When you’re shipping your products globally, it’s important to have a solid distribution network that helps you get your products into your customers hands quickly – and back to your warehouse or stockists just as fast if the purchase doesn’t work out.
Loop partners with a range of global shipping carriers, including Royal Mail, Evri, DPD UK, DHL Express, to ensure discounted rate options and fast shipping speed no matter where your package return originated. Our partnerships with cross-border solutions like Global-e and SEKO can also support compliance needs, helping you easily collect duty fees and submit documentation to avoid cross-border customs hassles.
Deep integrations with 3PLs ensure that you have all the data at your fingertips to help you understand where your items are in the supply chain – giving you insights that help you make efficient decisions around restocking and liquidating products to maximise your revenue potential.
Saint + Sophia retains revenue on over half their returns
See how 👉Revenue retention through exchanges and upsells
By facilitating a streamlined exchange process, you can encourage customers to give your brand another chance even if their first purchase didn’t work out. Loop’s self-serve returns portal empowers customers to swap one item for another as easily as shopping, even if they’re choosing an entirely new product. This hassle-free process can help you optimise your exchange process to encourage exchanges and upsells over refunds – as a result, our brands are able to transform 57% of returns into exchanges. You’ll not only recover revenue that was otherwise lost for good; you’ll also re-engage shoppers you might have lost, boosting your customer loyalty rates.
By using Loop’s optimisation tools, “our refund rate has reduced and our store credit rate has increased and that's just from iterations, like tweaking return policies, offering incentives for store credit and exchanges,” says Mcmorran.
Another UK brand, BullyBillows, has been able to increase revenue retention from returns on their dog harnesses and other products by £200,000 over a 12-month period since transitioning to Loop’s returns portal. ‘With Loop, the great thing is you’ve got a much more interactive customer portal. It’s much easier [for customers], and holds your hand a bit more along the process,” says Anthony Koumi, co-founder and CEO. “So it is worth the investment.”
Returns fraud detection
Returns fraud and abuse is a significant issue for UK retailers, with 68% of UK brands sharing that it was the trend with the most significant impact on their companies. Even so, the majority (53%) said they prioritised the customer experience over fraud or abuse prevention tactics.
By using a returns operations platform with automated fraud detection, you don’t have to choose between extremes. Loop’s fraud algorithm automatically scans all of your return requests for warning signs of suspected fraud, flagging such transactions for further review before customers are granted a refund. By using our Fraud Model, merchants have successfully identified 87% of confirmed fraudulent returns, helping retailers avoid losing money to fraudsters.
By adopting the right returns management technology, you’ll be poised to set up your UK ecommerce brand for sustainable growth across the globe.
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With Loop, your brand can offer everything from refunds to direct exchanges to shopper incentives and more. Even better? These exchanges build your business.