Returns Reduction Challenge

Maison Clair is a contemporary womenswear brand selling exclusively online across UK and EU markets. Founded in 2019, they have grown to £8M annual revenue — but are struggling with unsustainable return rates that are compressing margins and disrupting their fulfilment operation.

The challenge

Their blended return rate is 34% — significantly above the 20% benchmark for comparable brands. Returns are costing an estimated £1.1M annually in reverse logistics, reprocessing, and inventory write-downs. Root causes are suspected but unconfirmed: sizing inconsistency across suppliers, misleading product photography, and a lenient returns policy that may be attracting habitual returners.