At Deluem, the creative director ended up managing returns

Deluem, a fashion brand with its own identity, knew how important it was to offer a unique post-sales experience to its customers to encourage repeat sales. A loyalty that has boosted its growth.

Lucía Suárez, Co-founder & Creative Director at Deluem, and Virginia, Marketing & Communications at the firm, highlight how important it has been to work with Reveni to improve their operations and offer a simple and agile process to their clients in all matters relating to returns and exchanges.

“Deluem was born six years ago in a completely casual, improvised way. My sister María and I wanted to take a trip, and right when we got back, our brother Jorge asked us to make the gifts for his wedding. Little by little we saw how the products we made reached and appealed to more and more people, so we decided to create our own brand, Deluem.
‍_{Lucía Suárez, Co-founder & Creative Director, Deluem}

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Before Reveni, Deluem handled returns by hand over email. The customer wrote in what she wanted to return and why, sent photos if there was a defect, and the team replied confirming step by step. Tedious for the team and slow for the customer: it could drag on for days.

“Customers emailed us directly telling us which product or products they wanted to return and the reason. If the product was wrong or had a defect, to process the return they had to send us a photo of the item. Then we had to write back to confirm, and so on.”
_{Virginia, Marketing & Communications, Deluem}

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With Reveni, returns became simple and instant. The customer gets her money back in seconds, which removes the friction that used to hold back the next purchase. Deluem has seen its purchase frequency rise, the metric that reflects its customers' loyalty.

“Customers get an instant refund and have their money back quickly, in a matter of seconds. That's a point in favor of encouraging them to buy again. If, as happened before, the process dragged on, it was much harder for them to make a new purchase; now it's far easier.”
_{Virginia, Marketing & Communications, Deluem}

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For Deluem, the return is exactly where the next purchase is won or lost. That's why they want to keep it simple: it's a process where many brands gamble, and they'd rather make it easy for the customer.

“We wanted to simplify the returns process because we know returns are an essential part of any operation, but the difference is in how our customers go through the process. And Reveni lets us offer an advantage that makes their decision to buy from us again easier, because if something happens and you have to make a return, we want to keep it simple.”
_{Virginia, Marketing & Communications, Deluem}

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For Deluem, switching to Reveni was a clear decision. Customers experience a clearer, faster process, and the brand has a partner that knows the sector and gives them peace of mind at a point where many brands gamble.

“Customers now experience a much clearer and much faster returns process. For us, listening to customers and understanding that they were asking for a process like this was essential. Without a doubt, I'd integrate it again.”
‍_{Virginia, Marketing & Communications, Deluem}

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