How Hijab Stories Achieved 90% On-Time Festive Deliveries with Shift's Proactive Support

A premium fashion brand reduced returns and scaled smoothly through seasonal peaks with dedicated delivery management.

Category: FashionSolution: Shift Shipping Software

About the Brand

Hijab Stories is a modern fashion brand offering premium hijabs, silk scarves, shawls, and embellished handbags. Their collections celebrate colour, culture, and contemporary style – loved by customers who expect elegance and timely service.

As demand surged during Eid, Ramadan, and festive seasons, ensuring fast and reliable deliveries became crucial to maintain customer trust and preserve their premium brand experience.

Key Results at a Glance

90%

On-Time Festive Deliveries

<12

NDR Resolution Time (hrs)

17%

Increase in Repeat Sales

RTO Rate (incl. COD)

The Challenge

Before partnering with Shift, Hijab Stories struggled with:

Festive Delivery Delays: Peak-season logistics caused late deliveries and missed gifting moments – directly impacting customer happiness.

High RTO Due to Slow NDR Handling: Redelivery attempts often took 48–72 hours to initiate, driving returns and operational losses.

Limited Visibility & Support: There was no proactive tracking or courier coordination, and customers didn't receive timely delivery updates.

Generic Tracking Experience: Customers were redirected to standard courier pages that lacked the brand's identity and upsell potential.

No Performance Insights: Lack of courier or pin-code level data made decision-making difficult during scale-ups.

Hijab Stories needed a shipping partner who could handle festive rush, reduce RTOs, and protect customer satisfaction.

Shift's Solution

Hijab Stories partnered with Shift and strengthened every stage of the delivery experience — from real-time support to branded tracking.

Proactive Customer Support For Every Delivery: A dedicated team monitored orders daily, coordinating with customers for delivery timing and availability – preventing most NDRs upfront.

Fast NDR Resolution to Protect Revenue: Shift initiated direct calls within hours – fixing addresses, confirming COD orders, and arranging immediate reattempts, reducing RTOs significantly.

Peak-Season Spike Management: Ahead of Eid, Diwali, and sale campaigns, Shift planned volumes, courier allocation, and SLA commitments for smooth fulfillment even at 3x demand.

Courier Performance Reporting: Weekly dashboards helped the brand understand courier efficiency, return trends, and risky pin codes.

Branded Tracking Page Experience: Shift created a customised tracking page featuring the brand's aesthetic, product visuals, and upsell recommendations.

Data-Driven Courier Allocation: Pin-code history and SLA data reduced metro delivery time from 3.5 days to 2.7 days on average.

What Improved with Shift?

3X Growth

Key performance improvements after partnering with Shift Logistics.

Metric	Before	After	Improvement
Festive Deliveries	68% on-time	90% on-time	+22% improvement
NDR Resolution Time	48–72 hours	<12 hours	4x faster
RTO Rate	High	5% including COD	Lower returns
Customer Support	Reactive	Proactive	Higher satisfaction
Repeat Sales	Baseline	+17%	More loyalty
Tracking Experience	Generic	Branded	Stronger brand connection

Key Takeaways

Stronger delivery performance: Fewer support complaints and smoother customer experience

Faster festive deliveries: Handle higher order volumes without delays

Proactive support: Issues managed before they turn into returns

Smarter decisions: Regular reporting keeps operations data-driven

Brand trust: Consistent experience encourages repeat purchases

Hijab Stories now enters every festive season with confidence - knowing customers get orders when they matter most.

What Hijab Stories’s Founder Says

“Shift truly understood our brand and customised the tracking experience beautifully. When customers check their orders, it reflects our products and identity — building trust instantly. This directly improved customer satisfaction and supported a strong rise in repeat sales.”

Syed Owais — Founder, Hijab Stories