(Author : Retail in Asia)
International direct-to-consumer and eCommerce apparel brand Grana has joined 7-Eleven as their exclusive partner in Hong Kong to roll out convenient free returns for customers, in a move to enhance the online shopping experience for customers with anytime, anywhere drop offs to suit their fast-paced lifestyles.
The new offering makes returns simple and easy, with Return Sheets and Prepaid Labels included in all hand packed Grana boxes at 330+ select 7-Eleven stores. Removing the need to get in touch with its Cheetahs (customer service team), and no more costs involved for returns. Customers are welcome to contact the team through its Live Chat channel on the website or directly on the Cheetah line.
“Hong Kong is our first market to introduce anytime, anywhere returns with 7-Eleven. As a young tech startup operating in the eCommerce space, elevating the post-purchase experience is important to keep our millennial customers satisfied. Consumers want their experience with retailers to be authentic, convenient, and simple.
One bad experience, especially with returns can negatively impact brand love and have a ripple effect online and offline. We’ve been working behind the scenes to implement new ways to improve our return processes,” said Luke Grana, CEO & Founder at Grana.
Simple Free Returns Process
1. Fill out returns sheet from inside your Grana box
2. Stick on your pre-paid label on the return package
3. Drop your package at a Fitting Room or any authorized 7-Eleven
4. Our Cheetahs’ will send a confirmation email and update on the return item
Customers can still choose to drop off returns, within 30 days of receiving the modern essential(s) to Grana’s centralised warehouse in Wong Chuk Hang. The total refund process will take approximately 14 days. Hong Kong customers can visit Grana’s flagship showroom to feel it’s finest fabrics directly sourced from around the world, try items offline, find the right fit and place orders online. Orders can be picked up on the same day or delivered within 1-2 business days.
Source : retailinasia.com