Case Study: Cariuma achieves 40% higher NPS and 20% more repeat purchasers with PayPal's Happy Returns

Cariuma offers shoppers sustainable sneakers with seamless returns & exchanges with Happy Returns

Cariuma is a direct-to-consumer sneaker brand that combines classic, comfortable designs with sustainable materials and ethical manufacturing. Selling primarily online, the company faced buyer hesitation around fit and quality and needed a returns and exchanges process that matched its sustainability values while removing friction from the post-purchase experience.

Cariuma partnered with Happy Returns by PayPal to offer box-free, QR-based drop-offs at thousands of Return Bars, instant refunds at first scan, and aggregated bulk returns in reusable containers for more sustainable cross-border shipping. The new flow reduced customer service load, boosted sales and loyalty, and delivered measurable gains — Net Promoter Scores rose ~43% and repeat purchasers increased by about 20% after implementation.

Cariuma

Felipe Araujo

Chief Digital Officer