Case Study: Draper James streamlines omni-channel returns and boosts exchanges with Happy Returns

Draper James - Customer Case Study

Draper James, Reese Witherspoon’s lifestyle brand, faced an “excruciatingly painful” omni-channel returns process: long transit and processing times that flooded customer service with calls and hurt shopper retention—especially important for a business with only four physical stores and heavy online sales. To address this, Draper James partnered with Happy Returns and adopted its returns software and reverse-logistics services, including access to the Return Bars network.

Happy Returns implemented a branded online returns and exchange flow tailored to Draper James (one-click exchange suggestions, dynamic return options) plus a nationwide, box-free Return Bars network and aggregated shipping with reusable packaging. The result: increased exchanges, higher conversion and order frequency, reduced costs (over 30% of customers used Return Bars), fewer customer-service contacts, improved satisfaction and retention, and a more sustainable supply chain.

Draper James

Helen Nightingale

Director of Ecommerce