Transparency in your postage and returns policy is the key to managing customer expectations and avoiding disappointment and disputes.
However, knowing where to display your postage and returns policies on your website, how to navigate to them, which content to cover and how to format it can cause enough confusion for you to toss it all in the too-hard basket.
Here, we take a look at how the big boys do it, and what you can learn from them.
Harvey Norman
- Homepage placement
Harvey Norman’s supply and delivery policy is accessed via a ‘Delivery’ link under the ‘Customer Services’ sub category in the site-wide footer. Their ‘Refund, Return and Repair Policy’ is listed as a separate link under the same sub category.
- Format
The Delivery Policy is set out in a clear, frequently-asked-questions format with a linked bullet point menu that anchors to each question. The Refund, Return & Repair Policy is set out in two-column body copy with the use of subheads.
- Content
The Delivery Policy covers the following topics:
— Cost of delivery
— Timeframe of delivery
— Click and collect
— Delivery areas
— Couriers used
— Order tracking
— Removal of old appliances
The Refund, Return and Repair Policy covers the following topics:
— Change of mind
— Consumer guarantees
— Goods damaged in transit
— Refunds
— Delivery charges
— Returns and repairs
- Shopping cart
A link to the Refund, Return and Repair Policy is clearly provided in a side bar menu during shopping cart checkout. Once the customer enters their delivery postcode, a link opens a pop-up box that details pick-up and delivery options in a table format.
JB-Hi Fi
- Homepage placement
Both the Shipping and Delivery and Returns, Repairs & Refunds policies are accessed via a link to the ‘Help Centre’ in the site-wide footer.
- Format
Both policies are presented in one-column body copy format with a sidebar menu that links to associated topics.
- Content
The Shipping & Delivery Policy covers the following topics:
— General information
— Pick-up in-store
— Delivery fees
— Backorders
— Splitting orders
— International orders & shipping rates
— Damaged deliveries or incorrect supply
The Returns, Repairs & Refunds Policy covers the following topics:
— Consumer guarantees
— Faulty product guidelines
— Manufacturer support centres
- Shopping cart
Links to the Shipping & Delivery and Returns, Repairs & Refunds policies are included in the Customer Help menu that appears beneath the order details in the shopping cart.
Myer
- Homepage placement
Links to the Delivery and Returns & Exchanges policies are predominately displayed in a dedicated navigation bar at the top of the homepage.
- Format
Both policies are set out in one-column body copy with the use of subheads, numbered lists and bullet points.
- Content
The Delivery Policy covers the following topics:
— Delivery areas
— Delivery fees
— Delivery times
— General terms for delivery
— Big and bulky delivery terms
— Click and collect
The Returns & Exchanges Policy covers the following topics:
— In-store returns
— Returns by mail
— Faulty or damaged items
- Shopping cart
Delivery terms are listed on the product pages in a box below the ‘Add to Bag’ button before checkout to shopping cart. A link to the ‘Returns & Exchanges’ policy is also included under the ‘Online Shopping’ sub category in the footer of all product pages.
David Jones
- Homepage placement
Links to Delivery Information and Return Policy are included under the Customer Service category in the site-wide footer.
- Format
The Delivery Information is displayed in one-column body copy with the use of a table that sets out delivery and handling fees. The Return Policy is also set out in one-column body copy with the use of subheads and bullet point lists.
- Content
The Delivery Information covers the following topics:
— Delivery and handling fees
— Click & Collect
— Delivery timeframes
— Parcel pick-up
— Unattended delivery
— Nominated dates for delivery
The Return Policy covers the following topics:
— Proof of purchase
— Change of mind
— Consumer guarantees
— Gift cards/bonus items
— Cancellations and returns
— Special exceptions
— Return locations
— Gift registry returns
— Payment method
- Shopping cart
Delivery options are displayed in table format in a drop-down box on all product pages. A link to the Return Policy is included in the site-wide footer and is also accessible from inside the shopping cart.
Dan Murphy’s
- Homepage placement
A featured link to the company’s ‘Shipsmart’ program is included just above the fold on the homepage. There are also links to Delivery Options and Returns and Refunds in the site-wide footer.
- Format
The Shipmart page is presented with a feature image and bullet point list, followed by two purchase options and Frequently Asked Questions. The Delivery Information page is set out in table format and Returns and Refunds is one-column body copy.
- Content
The Delivery Information covers the following topics:
— Delivery costs and timeframes
— Delivery options
— Dan Murphy’s connections
— Gift cards
— Estimating your delivery costs
— Free delivery
— Delivery locations
— Tracking
— Unattended deliveries
— Deliveries to multiple addresses
— Delivery exclusions
— Split orders
— Identification
The Returns and Refunds covers the following topics:
— Australian consumer law guarantees
— Faulty or damaged products
— Return delivery fees
— Order cancellations
- Shopping cart
Delivery estimates are available via postcode entry into a drop down box on all product pages, before adding to your cart. The Delivery Information and Returns and Refunds pages are accessible from the shopping cart via the site-wide footer.
So what can we learn?
Most of the big retailers include links to their shipping and returns policies in their site-wide website footer. However, both Myer and Dan Murphy’s choose to give higher ranking to their delivery policies on their homepages to draw focus to good deals.
All the featured retailers also have shipping and returns information accessible from product pages and inside the shopping cart either via links on the site-wide footer or in special drop-down boxes.
Content and formats vary across retailers, however presenting information in tables or bullet point lists is most effective.
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