How does the GLS Returns Service work?

Customers can start a return through a link provided by the webshop and drop off their parcel at a GLS Parcel Locker without printing a label. The process is quick, convenient and easy to integrate into the customer journey of any modern online store.

Why choose GLS Returns?

Better customer experience

Returns are simpler and faster.

Enhanced reliability

A clear and easy-to-understand returns process strengthens confidence in the webshop.

Nationwide Parcel Locker network

The service is supported by a network of more than 3 000 GLS Parcel Lockers, providing flexible access across the country.

Flexible cost management

Return costs can be transferred to the recipient when required.

More returning customers

A positive returns experience can support customer retention and encourage customers to shop again.

Additional benefit

Recipients will soon be able to start the returns process directly from the GLS app.

Facts and figures

According to PwC's 2026 research, return options influence purchasing decisions for 81% of online shoppers:

  • 16% consider return conditions extremely important,
  • 33% consider them important,
  • 32% take them into account when making purchasing decisions.

This shows that returns are no longer just an operational process. They play a key role in building trust and influencing where customers choose to shop.

Despite growing customer expectations, the market is still catching up. Among the TOP 1500 webshops, only 49% offer at least one return option, and if in-store returns are excluded, this ratio drops to just 22%. Webshops that provide a fast, simple and clearly communicated returns solution can not only meet evolving customer expectations but also gain a valuable competitive edge.