Maison Labiche

Maison Labiche turns expensive returns into a profitable revenue stream

“Elyn saved us revenue that would’ve been lost to returns and totally upgraded our post-purchase experience.” Jean-Baptiste Richard, Co-Founder, Maison Labiche

Maison Labiche
Tech Stack
refund rate decrease
decrease in return-related CS tickets

Maison Labiche is a French fashion house founded in 2011. The brand started with the goal of making the perfect white t-shirt – and that t-shirt is still being sold to this day. The brand’s ethos is to create pieces that are timeless.

Navigating expensive online returns

Maison Labiche was offering free online returns to ensure the very best customer experience, but had a high refund rate. On top of this, the process of managing returns manually was very time-consuming for the brand.

Establishing Goals for Success

We selected 3 goals for success based on Maison Labiche's key pain points:

  • implement online exchanges for variants (size, color, etc) and different price items
  • implement exchanges for store credit and gift cards
  • digitize the returns process to eliminate manual work

The Result?

Elyn’s solution was implemented within 2 weeks, thanks to our pre-built integrations with e-commerce tools.

Maison Labiche saw its refund rate drop by 34%, since customers were able to select exchanges or store credit and gift cards, instead of refunds.

Elyn also helped improve customer satisfaction, and the company saw a 40% decrease in the number of returns-related support tickets.

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