a sustainable returns strategy.

This is how fonQ & Naduvi reduce the impact of their returns and increase customer satisfaction.

During the Webwinkel Vakdagen, Mariëlle van Deelen (Operations Manager at fonQ & Naduvi) took the stage together with Niels Bergmans (Partner Manager at Returnless). Together they shared their experiences with optimizing the return process and how to deal with return data, sustainability and costs. In this customer case, we dive deeper into the learnings from this presentation.

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50% less returns due to a strong return process

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Low return rate of 10%

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Second chance for returns that cannot be resold

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Sharper product prices and more satisfied customers

short intro.

fonQ is a Dutch webshop specialized in living and interior design. Since its founding in 2003, fonQ has focused on offering a wide range of furniture, lighting and home accessories. The goal: to help customers furnish their homes comfortably and stylish. Naduvi emerged in 2019 and has been a part of the fonQ group since 2024. Both fonQ and Naduvi focus on sustainability. They continuously work on making their logistics, delivery and return processes more sustainable.

Tech stack:

the success story of fonQ & Naduvi.

By Mariëlle van Deelen, Operations Manager at fonQ & Naduvi.

In the past few years more and more merchants focus on returns. fonQ & Naduvi also see that this is an important part of the customer journey. Mariëlle says: "We noticed that most of the attention always was on processing returns. But the real profit is at the front end." By proactively providing information, offering better product content and better understanding customer behavior, you can prevent a product from being returned in the first place. And that was exactly what fonQ and Naduvi have been working on recently.

In collaboration with Returnless, they developed a strategy in which smart return rules are applied based on product type, complaint or behavior. For example, in the case of large products such as sofas, they first check whether repair is possible. "This not only saves money, it is also more sustainable and more pleasant for the customer," says Mariëlle.

keeping return costs under control.

Everyone knows that returns cost revenue. On average, webshops spend €15 per return, Niels says. At fonQ and Naduvi, those costs - especially for larger furniture - run even higher. "A return of a sofa can cost us around €240. That's not only in transport, but also in processing, inspection, repackaging and depreciation. Especially if the product is seasonal or comes back damaged," Mariëlle says.

To keep those costs under control, the return policy was taken under review. "For example, we now ask for a photo with damage claims. Sometimes we can replace parts or have the product repaired. This prevents a return and the customer from having to wait another six weeks for an item."

50% fewer returns due to a strong return process.

The returns process at Naduvi is now largely automated through Returnless. Small products, such as candlesticks or pillows, can be handled almost automatically. Large items, however, are checked manually. Mariëlle explains, "We have a team that reviews these requests, this way we can resolve customer questions before a product is returned."

This smart returns process also has a direct impact on the number of returns. "For large product categories, we see that in 50% of the cases an alternative solution is offered," Mariëlle explains. Think of a replacement part, repair or an extra piece of advice. And this is paying off: the return rate remains stable under 10%, which is very low for the home & living industry.

from return to social value.

In addition to cost savings and customer satisfaction, sustainability also plays a major role. "We not only want to be commercially smarter with returns, but also contribute socially," says Mariëlle. "That's why we work with partners such as Het Leger Des Heils, who give non-saleable items a second life. Last year we set up 43 locations with products that otherwise might be destroyed."

Another sustainable focal point is the digitization of the returns process. No more paper return labels, but everything digital. This saves time, paper and errors. "The integration with Returnless makes that all possible," says Mariëlle. "And it fits with our broader sustainability ambition."

the conversion boost of a clear return policy.

A good return policy is not just something for "after the purchase," Niels emphasizes. "Many retailers underestimate how important it is to communicate this clearly on your webshop. If a customer doesn't know where they stand, they will drop out." A poorly findable return policy can lead to up to 5% conversion loss. "And that's a shame, because a clear return process creates more trust with the consumer."

Offering different carriers - something Returnless helps with - also contributes to a better customer experience. "If you live in a village without a DHL point, but you have to return with DHL, that can cause frustration."

what are the results?

The results don't lie. With a return rate under 10%, fewer logistics operations and higher customer satisfaction, fonQ and Naduvi are seeing a direct improvement in their margins. "We can even market some products more competitively," says Mariëlle. "And because customers are more satisfied, they order more often and keep their products longer."

In addition, data-driven choices help lower your return rate. "We analyze return reasons on a daily basis," explains Mariëlle. "Sometimes it's a matter of a better product description or an extra photo. Those small optimizations make a world of difference."

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