Free delivery - should I?

We stopped doing free shipping altogether a few months ago. I was a bit concerned, and might not have done it if it was my call. A few regular customers have asked about it, and accepted our position. The new customers don't seem to mind a bit. Our previous offer was free shipping over $35.00. I still wince when I see some of these shipping costs, and wonder when the shoe is going to drop; but so far I can honestly say it hasn't hurt our business.

You really should charge shome thing for shipping as customers know that in the end they pay for it one way or another.

E.g. I expect free delivery on cheaper items like CDs and DVDs, but I would expect to pay a courier charge for delivery of a PC.

The average order value is £75 and the weight of each order is about 1 KG

Having heard people recently discuss shipping charges ($40 from <furniture store> no matter how much you order? that's great!), predictability might be just as important a factor as cost.

That said, FREE shipping has worked extremely well for some e-tailers, and it might be worth running a trial. I would e-mail all my customers telling them about it, but also keep track of the difference in conversion rates for new customers.

..... Shane

My point is, is this a competitive move because his clock is being cleaned or just a trial.

If his clock is being cleaned the move to free shipping may not address what his site lacks (easy of use, information on the products, post sale support, .....) Therefore, no response may be needed.

If the competitors move affects Phils sales by a large enough percentage then a response may be warrented. Until you know that you are giving something away for free.

Other issues like site and product loyality can also play a role.

Just my humble opnion.

..... Shane

Thanks for all your help guys, it's been difficult to decide what to do!

Keep us informed on what happens so others can benefit from your experience.

Good Luck,
Shane

E.g. I expect free delivery on cheaper items like CDs and DVDs, but I would expect to pay a courier charge for delivery of a PC.

I would think most people would have the total opposite opinion on this. If its a small item I would assume I would have to pay shipping as there must not be much room for profit. If I drop $3000 on a computer, well theres more room for profit so I would think free shipping should apply.

But really free shipping is a no brainer and easy conversion booster. Its been proven many times.
People do love getting something for free, but a lot of it has to do with customers scared that they will get all the way through the checkout - only to find out that the must pay some huge amount for S&H.

Of course don't give away expensive fast shipping for free - make your free shipping option your cheapest and slowest shipping. If they want to upgrade, give them the option.

This may not apply to all markets, but I offer free shipping on all items over $99 - it only costs 5 bucks.

I even notice that people will add in a few small items just to get their total up to $99 so they can get the free shipping. So no doubt it will boost conversions - and if your lucky it might just boost the size of the orders also.