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~ Expandeco ~

MEASURING

UP TO LOCAL

COMPETITORS IN

SIX COUNTRIES AS

A FASHION STORE,

THE BIBLOO WAY

Text: Miroslav Kral / Photos: Expandeco

everse logistics is a recurring headache to most Challenge: Speed up the returns
apparel sellers – including Bibloo, an online According to Shopify, 20–30% of online apparel purchases result
Rand retail store in designer fashion. What in returns. Aware of these statistics, Bibloo implemented a few
needed fixing was the recollection of returns from six processes to get above the numbers in the long term; from local-
states. Within a year, Bibloo optimized the process ized customer care to establishing their own production studio
successfully, resulting in higher customer satisfaction so the clothes can be represented accurately in photos and video.
and a stable position on each market. How did they Orders are dispatched quickly, and customers are provided with
go about it? tracking numbers. This increases the probability of parcels being
picked up, lowering the no-show rate, according to Logistics
Premium fashion store Bibloo, originally founded in the Czech Manager at Bibloo, Peter Árva.
Republic in 2015, is now fully localized in eight countries and op-
erates in another few dozen. To enhance its expansion to Europe What needed addressing was reverse logistics. “During five years
and beyond, Bibloo joined forces with another industry player, in business, we have tried everything from international carriers to
Urbanstore.cz, at the end of last year. Together, they aim to reach simple local addresses to pallet shipments. We dropped the carrier
a 1,5-billion CZK threshold in customer orders by the end of model due to high postage prices, and pallets took a week to fill
2020, placing themselves among the three biggest industry players up. Only then did they travel to our central warehouse in Prague.
within each market they operate in, CEO Aleš Pitro says. Time was our enemy,” Peter Árva discloses.

To achieve this, one has to be interchangeable with local stores in Customer service became terribly overloaded. Delays led to nega-
terms of customer service, language skills, content, shipping, and tive reviews on comparison sites. And lastly, irregular return flow
much more. Simply put, localization needs to be perfected, includ- put a strain on the Prague warehouse itself.
ing reverse logistics.

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