Industry Report

Digital is changing the way shoppers research, purchase, and return goods

Luxury e-commerce is exploding. According to Technavio*, by 2019, online sales are expected to reach $42 billion, double those in 2014. For traditional jewelry, watch and other luxury goods marketers, it’s an opportunity that’s tough to ignore.

A recent UPS study gives retailers a peek inside the mind of the typical online luxury goods shopper. The 2016 UPS Pulse of the Online ShopperTM Study explores online shopping preferences from consideration through post-purchase.

Some key findings:

  • 77% of shoppers research retailers online; 65% make their final purchases online
  • 80% of online shoppers are satisfied
  • Price and return policies are also critical when searching and selecting products
  • While online returns are attractive, 65% prefer to return goods to a physical store
    • 81% of those made an additional purchase in-store

In-store shopping is still important:

  • 47% say shopping in-store is still part of their routine
  • 43% love the thrill of finding great deals
  • 42% use in-store visits to gather ideas
  • 54% use ship-to-store options; 72% of those made additional store purchases

Combining your physical and digital assets can create a multi-channel shopping experience that marries customers’ online and social needs with the in-store thrill-of-the-hunt. So, you can engage with your customers whenever and wherever they’re in the mood to buy.

Whether you are a retailer, a wholesaler, a manufacturer or collector, Parcel Pro can help you navigate the challenges and risks of shipping luxury goods. With Parcel Pro, a UPS Capital® Company, you can rest easy knowing that your goods are moving securely, across town or across the world.

CONTACT: JoDawn Whitlock, UPS Capital.  Email:

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Digital is changing the way shoppers research, purchase, and return goods

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