Case Study: FARFETCH enhances post-purchase customer experience with parcelLab

Gain control of your end-to-end customer journey

FARFETCH, the fashion and luxury marketplace, partnered with parcelLab to improve its post-purchase experience across a highly complex global logistics network. Because orders could ship from multiple locations and move through different carriers and customs processes, the customer journey after checkout was fragmented and difficult to manage in a way that matched FARFETCH’s premium brand experience.

Using parcelLab’s post-purchase platform and Campaign Manager, FARFETCH centralized tracking, added real-time updates for customs, split shipments, and delays, and sent targeted communications such as delivery-rescheduling prompts. With parcelLab, FARFETCH reduced delivery-related customer contacts by 30–40% in the first rollout, and 79% of customers returned to the website via tracking, helping improve visibility, satisfaction, and loyalty.

Farfetch

Stuart Hill

Senior Vice President of Logistics