Case Study: Oh Polly boosts NPS and revenue with Loop Returns

How Oh Polly boosted NPS by 156% with a revamped returns experience

Oh Polly, a fast-growing online fashion retailer operating across the UK, US, and Australia, needed to improve a returns process that was creating friction for customers and hurting loyalty. The brand partnered with Loop Returns and used its returns portal and Shopify integration to make the journey faster, easier, and more customer-friendly.

With Loop Returns, Oh Polly introduced self-service returns, smarter exchanges, and incentives that encouraged shoppers to choose store credit or exchanges instead of refunds. The results were strong: NPS for the returns journey rose from 25 to 64–65, average returns order spend increased 107% from £242 to over £500, and cash refunds fell by 10% in the UK and 20% in the US and Australia.

Oh Polly

Emily Mcmorran

Customer Experience Lead