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About Filling Pieces
Filling Pieces is a Dutch clothing brand founded in 2009 by Guillaume Philibert. Based in Amsterdam, the company offers fashion that blends luxury and streetwear, operating under the motto "Bridging the Gap." Since its inception, the brand has established a strong presence in the fashion industry, with its products worn by people around the globe. Filling Pieces has a flagship store in Amsterdam where customers can explore and purchase their items. Additionally, the clothing is available at over 200 retailers worldwide, including Bijenkorf, Selfridges, and Kith.
Insights from Jeroen Overweg, eCommerce Manager at Filling Pieces
We spoke with Jeroen Overweg, eCommerce Manager at Filling Pieces, about trends in the market, the implications for returns, and how to transform returns into repeat purchases.
Low consumer confidence, rising acquisition costs, and pressured margins
Overweg, 31, resides in Amsterdam and has been working in eCommerce for the fashion industry for eight years. He shares, “If I were to summarize what I stand for, it would be diversity, design, and quality.”
We asked him about his perspective on the current state of the market and what stands out in his daily work at Filling Pieces.
“Firstly, we see that consumer confidence is currently very low. General economic uncertainty is significantly impacting purchasing behavior. Consumers are scrutinizing price-to-quality ratios more than ever. Overall, we notice that customers are becoming less adventurous in their purchases,” says Overweg.
He also observes that profit margins are under pressure due to rising wages and other costs. In almost all markets, prices are struggling to keep pace with these increasing expenses. “Add to that the soaring acquisition costs, and it becomes clear that online retailers need to adjust their strategies. There’s a clear shift from focusing on acquisition to prioritizing retention. Providing excellent service and fostering customer loyalty play a significant role in this transition.”
A changing market and its impact on Filling Pieces’ return strategy
What does this mean for returns? Overweg identifies several opportunities to counteract the effects of the shifting market.
“The increased focus on retention also translates into a stronger emphasis on offering exchanges during the return process. Make sure you present the right offer to your customer at the right moment. Cater to their preferences with personalized recommendations and exchanges,” Overweg advises.
Filling Pieces & Returnista at the Webwinkel Vakdagen
With margins under such pressure, reducing return rates can provide a solution. “Lower return rates lead to higher margins. We need to understand why customers return products and act on that information. By doing so, we can convert returns into exchanges, which ultimately strengthens our position against competitors.”
Regarding low consumer confidence and increasing consumer scrutiny, Overweg offers a straightforward solution: “Surprise your customers with outstanding service!”
From returns to repeat purchases with Returnista
Before partnering with Returnista’s return software, Filling Pieces had not automated its return process. Overweg explains, “Previously, we didn’t offer automatic exchanges. They could only be handled manually, and we lacked an online solution for the return process.”
The goals for implementing Returnista were clear. “We wanted to reduce our return rate by offering an easy, quick, and scalable return experience. Additionally, we aimed to make our business more sustainable and retain more revenue.”
The results speak for themselves. After implementing Returnista’s return platform, Filling Pieces saw a 21% reduction in returns and retained approximately 20% more revenue per month. An added benefit: customer inquiries decreased by 10%.
Looking ahead, Overweg sees a bright future for the partnership between Returnista and Filling Pieces. “In the next three months, we aim to increase exchange rates from 20% to 40%. Key to this is gaining a better understanding of stock levels. We plan to position the exchange service as a unique selling point (USP) and introduce store credit as an option.”
The return rate also remains a focal point. “We want to further reduce the return rate by another 10%. One area we’ll focus on is educating the customer during the sales process. Insights from the return process will be used to optimize product detail pages (PDPs). This approach will make it easier to reduce the return rate significantly.”
