Success with a sustainable and innovative returns process.

OFM., also known as Only For Men, used innovative strategies to improve their returns processes to increase customer satisfaction and loyalty, while focusing on sustainability and efficiency. Together with Returnless, the company managed to tackle challenges such as the transition to a completely paperless returns process and a customer-centric loyalty program. In addition, Returnless makes it possible for OFM. customers to complete their returns in one of their physical stores, leading to enhanced customer loyalty and repeat purchases.

Sustainable and paperless returns process

30% of returns are completed in-store

Loyalty program with a dynamic return policy

Less returns and more conscious purchases

Short intro.

OFM. formerly known as Only For Men, is a leading retailer focusing on high-quality menswear and fashion accessories. With an extensive range of stylish and quality products, OFM. has positioned itself as a favourite destination for fashion-conscious men. Over the years, the company has expanded its offerings and strategies to respond to customers' changing needs, with a strong focus on service, innovation and customer loyalty.

Tech stack:

The success story of OFM.

By Paul Wijnhoven, E-commerce Manager at OFM.

Preparing for the peak season. With the approaching rush of Black Friday and the holiday season, OFM. is taking no half measures. Paul Wijnhoven, e-commerce manager at OFM., says the team has launched several initiatives to make this peak season the most successful one yet. ‘We want to maximise our efforts this year to give customers the best possible experience,’ says Paul. Through projects such as a loyalty program and the launch of the paperless returns process, OFM. aims to boost efficiency and customer satisfaction.

Step towards sustainability: paperless returns

At OFM. sustainability plays a central role in their business strategy. The company aims to make customers shop more consciously by taking innovative measures.

One of these innovations is the paperless returns process that OFM. has introduced. Thanks to the partnership with Returnless, customers can now submit their returns digitally via a QR code, which leads them to a clear portal with clear steps. The aim is to operate fully paperless and completely eliminate the use of flyers and other paper documents. ‘We not only want to be efficient, but also sustainable.’ explains Paul. This digital approach will make it easier for customers to return items while helping to reduce paper use.

Return fees per item for conscious purchases

There are also future plans to introduce return charges per item, something Wehkamp also previously implemented in early 2024. This approach has led to a significantly lower return rate at Wehkamp, promoting both sustainability and operational efficiency. By following suit, OFM. hopes to encourage customers to think more carefully about their purchases, with the aim of reducing the number of returns and reducing the company's carbon footprint.

Loyalty program: A flexible return policy based on your member status

With its new loyalty program, the OFM Club, OFM. focuses on retaining existing customers by offering them exclusive benefits. Members of the OFM Club can achieve Silver or Gold status, which entitles them to a longer return period of 30 days, among other things. Thanks to the integration with Returnless, return conditions, such as terms and costs, can be automatically adjusted based on membership status. The higher the member status, the more flexible the return policy. "We value our loyal customers and want to continue to reward them," says Paul. With points that can be exchanged for discounts and privileges, the program focuses on customer loyalty and ensures that customers are happy to return to OFM.

Returns in store: More than just a parcel point

One of the most customer-oriented aspects of OFM.'s return policy is the option to return online purchases in store for free with Returnless. “Returning via one of our stores is chosen by 30% of our customers” says Paul. This offers advantages for both the customer and OFM. “We notice that customers often make more purchases when they return something in the store” says Paul. This contact moment in the store increases the chance of repeat purchases and ensures that customers feel more connected to the brand.

Integration with marketplaces: More insight into return behavior per platform

OFM. is active on platforms such as bol.com and To Be Dressed and will soon be available on Zalando. To make the return processes for these marketplaces more efficient, OFM. works together with Returnless, which helps them collect data and analyze return behavior per platform. "We can now respond much better to trends and patterns in return behavior," Paul explains. These insights help optimize return processes and ensure that OFM. can quickly anticipate customer behavior per sales channel.

Future developments

OFM. has ambitious plans for further customer-oriented innovations. OFM. wants to serve customers more personally, both online and offline. With Returnless, they now have access to an integrated system in which customers can directly request exchanges or receive discount codes during the return process. These developments ensure that the return process is further aligned with customer wishes and at the same time increases satisfaction.

OFM. sets a new standard in the fashion industry with their innovative and sustainable return policy. By working with Returnless as a strategic partner, OFM. has been able to implement customer-centric solutions such as paperless returns, an attractive returns policy that fits within their loyalty program, and increase store returns. These initiatives not only strengthen their customer loyalty, but also demonstrate that sustainability and convenience can go hand in hand. Thanks to Returnless and their shared focus on customer satisfaction and efficiency, OFM. continues to distinguish itself as a leading player in returns management and customer loyalty.

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