Case Study: Charles Tyrwhitt reduces boot returns with Feefo customer feedback insights

Charles Tyrwhitt reduces boot returns and improves fit with Feefo

Charles Tyrwhitt faced a challenge with high return rates on their boots, particularly in the German market, indicating a potential fit problem. To investigate, they collaborated with the feedback vendor Feefo, using customer surveys and returns data to uncover the root cause.

With insights gathered via Feefo, Charles Tyrwhitt identified a systemic sizing issue where boots were consistently too large. The solution involved a strategic redesign, adjusting the fit across the entire boot range to align with market standards. The updated collection launches in Autumn 2025, with anticipated results including reduced returns, improved customer satisfaction, and a stronger brand reputation for being customer-centric.

Charles Tyrwhitt