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DID YOU KNOW THAT WHEN A Sometimes a return presents us with the
opportunity to introduce our Brand to an entirely
CUSTOMER WHO SHOPS ONLINE new customer who received the item as a gift, but

COMES TO YOUR STORE, YOU in the wrong size or color, and is now visiting our
store for the first time!
ARE ENGAGING WITH ONE “Sorry, Company Policy says…” - These are four
OF OUR “MOST VALUABLE” words that we want to move away from. In our
experience this starts a conversation on a negative
CUSTOMERS? THEY ARE LIKELY tone and we want to “make it right”. Trying to
return an item on the 33rd day? An item worn
TO SHOP MORE OFTEN, HAVE twice has come unsewn at the hem? Bought 3

GREATER BRAND LOYALTY AND sizes online because you weren’t sure which would
fit? Need to swap colours but can’t find your
LIKELY MAKES MULTIPLE VISITS receipt? Yes we have policies for these situations,
but we also trust our teams to take reasonable
TO BOTH ONLINE AND STORES steps to make it right for them so that ultimately,
they will stay loyal to our Brand.
ANNUALLY. WE WANT TO In order to satisfy your customer, YOU are
WORK HARD TO ENSURE THEY EMPOWERED TO make exceptions and after

HAVE A SEAMLESS EXPERIENCE offering an exchange or a Gift Card…

WHICHEVER CHANNEL THEY • Return items even if the price ticket was
removed!
CHOOSE TO SHOP, RETURN • Offer a price adjustment after 14 days if a

OR EXCHANGE REGARDLESS customer is very upset!

OF WHERE THEIR PURCHASE • Provide a refund outside of our 30-day return
ORIGINATES. policy (i.e. Day 33)!

• Etc.

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