Free shipping is pretty much a given at this point for online purchases as consumers factor in the cost of delivery in their buying decisions. For a small number of e-tail operations -- L.L. Bean and Zappos spring to mind -- free returns are part of the exceptional customer service that consumers have come to expect.
A number of traditional retailers charge for returns via the mail, but don't apply a fee when online orders are brought back to stores. Ninety-three percent of respondents to a RetailWire poll in March said being able to make returns of online orders to stores was a competitive advantage.
Now, Nordstrom is going one better by offering free shipping and returns on all online purchases, regardless of size.
"Free shipping is reflective of how customers increasingly want to shop online and we hope this change makes it easier and more convenient to shop with us. We look forward to adding more features and functionality as we continue to improve the online experience," said Jamie Nordstrom, president of Nordstrom Direct, in a press release.
Nordstrom, which had previously offered free shipping on orders of at least $200, positioned the change as another step in its goal "to provide a more compelling online experience."
The chain pointed to m-commerce initiatives, improved search on Nordstrom.com and access to in-store inventory levels as other steps it has taken in the recent past to make it a preferred shopping destination online.