How Nadaré improved customer experience with enhanced return services

How Nadaré improved customer experience with enhanced return services

April 28, 2023

Case Study

Since onboarding with ReturnBear, 90%+ of Nadaré’s customers have adopted drop-off returns, saving the brand over 76% in shipping fees.

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Industry

Jewelry and Accessories

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Savings

‍ 76% on return shipping costs

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Platform

Shopify

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“I love ReturnBear because I literally don’t have to do anything; it runs on its own. Every so often, I’ll log in to see that things are okay with our returns, but most of the time, I don’t even look at it."

— Andrea Norquay, Founder, Nadaré

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Background

In 2020, in the midst of the pandemic, Andrea Norquay founded Nadaré in her hometown of Calgary, Alberta. Nadaré is a jewelry brand that creates beautiful waterproof pieces at price points for all budgets. Andrea believes that everyone should have access to quality jewelry they love and feel beautiful wearing.

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Challenge

Nadaré is a small business serving customers in Canada and the USA, and all of their returns and customer service inquiries were managed in-house by Andrea and her Fulfillment Manager, Kiana. Every month Andrea would spend hours managing the return process on the backend - issuing credits and returns, corresponding with customers about their return, and individually inspecting every item that was sent back. Her team was using a simple return tool to manage things, but the process was not streamlined and it was tedious for customers and the brand. As a small business, Nadaré was unable to cover the high cost of return shipping for their customers with the return solution they had in place.

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“[The former return solution] was just a return portal. It was just enough for people to put their return request in and then we would deal with the rest on our backend. So it kind of sucked. I hated dealing with returns before because people would get mad about having to print and pay for their own labels. It wasn't the most efficient way and I don't think my customers were very happy with my policy before."

— Andrea Norquay, Founder, Nadaré

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In Nadaré’s former return policy, customers were responsible for purchasing and printing their own return labels, and shipping the items back to the brand. This process was expensive and time consuming. Not only were customers paying high shipping fees for the return, they were also required to print their own labels and travel to the post office. Many customers emailed Nadaré to share their feedback on the return process which prompted them to make immediate changes to the policy, and to search for an end-to-end return management solution.

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Solution

After receiving feedback from her Canadian and American customers about the high cost of return shipping ($16-$30 per return label), Andrea decided it was time to make a change. She was living in Europe and discovered that many businesses offered free drop-off return options to their customers. That’s when she began her search to find the same solution in Canada and discovered ReturnBear.

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“If they could just go somewhere and drop off the return and immediately get a refund or exchange, that would be so easy! But having to go to a post office and spend $15 or $20 dollars for a label to send back like a $20 ring, just wasn’t worth it for my customers."

— Andrea Norquay, Founder, Nadaré

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When Nadaré integrated ReturnBear into their business they immediately saw positive effects on their customer experience. Their new return policy covered the cost of returns for any customers using ReturnBear drop-off locations which resulted in less customer complaints, and Andrea also believes that her updated return policy has driven growth of her online sales, since customers now have a simple way to return items. The new return process helped Nadaré in many ways:

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“After the initial meeting and getting everything setup it seems like a very flawless system, and when I saw the first few returns coming and it went smoothly it was a relief. I even had a few customers email and say they were so happy we had a drop-off point. Now I’m happy to give customers my return policy where before I was hesitant to share it.”

— Andrea Norquay, Founder, Nadaré

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If you’re looking to reduce your customer service and operation lift and enhance the customer experience, reach out to us today to make your return pains go away.

Table of Contents

  1. Background
  2. Challenge
  3. Solution

About ReturnBear

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About ReturnBear

ReturnBear is the #1 end-to-end E-commerce returns management platform for brands selling internationally. Get access to a network of return points, preferred cross-border shipping rates, and an automated RMA platform that lets you recover inventory and issue refunds faster. Better returns for you and your customers.

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Show All Return Strategy Commerce Trends Case Studies Company Updates Webinar & Reports

4 mins\ \ \ Product Updates\ \ •\ \ November 3, 2025\ \ Fall Product Updates: Real-Time Tracking, ReturnBear Assistant, and Logistics Tools \ \ Peak season is approaching, and ReturnBear is helping merchants manage returns with more speed, visibility, and control. Explore new tools for real-time tracking, compliance, and automated workflows.

4 mins\ \ \ Commerce Trends\ \ •\ \ August 5, 2025\ \ The Hidden Costs of Slow Returns \ \ Returns are eating your margins. We break down the hidden costs—and how ReturnBear helps brands restock faster, refund instantly, and resell smarter.

4 mins\ \ \ Commerce Trends\ \ •\ \ July 22, 2025\ \ Price Outranks Loyalty: How Tariffs Are Reshaping Consumer Behavior \ \ Consumers are tariff-aware and price-sensitive. “Keep it” policies won’t cut it. Smarter returns—verified, local, and fraud-free—are now a brand’s best defense against churn.

4 mins\ \ \ Commerce Trends\ \ •\ \ July 10, 2025\ \ Goodbye De Minimis, Hello DDP: How to Win the Tariff War and Keep Your Customers \ \ With de minimis gone, brands must rethink cross-border strategies. See why DDP plus forward fulfillment reduces friction, avoids surprise fees, and makes returns cheaper, faster, and easier for global growth.

3 min\ \ \ Return Strategy\ \ •\ \ May 8, 2025\ \ What Canada's New Prime Minister Means for Cross-Border Returns \ \ Mark Carney’s trade shift means new return challenges. Discover how ReturnBear simplifies cross-border logistics, reduces costs, and supports global growth for e-commerce brands.

4 min\ \ \ Return Strategy\ \ •\ \ April 23, 2025\ \ Flexible Return policies \ \ 84% of shoppers check your return policy before buying. Learn how flexible, customer-first return policies can increase sales and retention, without hurting margins. Discover how flexible return policies can drive sales, boost loyalty, and reduce operational costs while balancing shopper expectations and profitability.

3 min\ \ \ Commerce Trends\ \ •\ \ March 12, 2025\ \ Sustainable Returns: How Brands Are Reducing Waste & Cutting Costs \ \ With eCommerce returns reaching 30%, brands are rethinking reverse logistics to reduce waste and emissions. Learn how brands can reduce emissions, minimize landfill waste, and align with consumer demand through returnless refunds, eco-friendly packaging, and optimized reverse logistics.

4 min\ \ \ Commerce Trends\ \ •\ \ March 3, 2025\ \ AI-Powered Returns Management: How Retailers Can Cut Costs and Improve CX \ \ AI is transforming eCommerce returns, helping brands analyze trends, improve sizing accuracy, and automate customer support. Discover how AI-powered tools can reduce returns and boost customer satisfaction.

3 min\ \ \ Return Strategy\ \ •\ \ February 21, 2025\ \ Affordable Strategies for Streamlining International Returns \ \ Expanding internationally? Returns can make or break your global strategy. Optimize logistics, reduce costs, and boost customer loyalty with a seamless return process.

2 min\ \ \ Company Updates\ \ •\ \ February 14, 2025\ \ Unlocking Seamless Returns with APIs \ \ Seamlessly integrate ReturnBear’s reverse logistics into your existing returns workflow with our new and improved APIs. Learn more!

3 min\ \ \ Case Study\ \ •\ \ February 10, 2025\ \ Resultco \ \ Discover how Resultco transformed cross-border returns with ReturnBear, saving $15K annually, improving customer experience, and expanding into new markets.

3 min\ \ \ Case Study\ \ •\ \ January 20, 2025\ \ How Orva Transformed High-Volume eCommerce Returns with ReturnBear \ \ Top Amazon footwear seller Orva worked with ReturnBear automation to scale to handle 1,000+ daily returns while boosting return process accuracy and efficiency

5 min\ .jpg)\ \ Commerce Trends\ \ •\ \ December 10, 2024\ \ The Impact of Bracket Buying on eCommerce: Challenges and Opportunities \ \ Learn about bracket buying, a growing eCommerce trend where customers order multiple product variations to find the right fit. Explore its impact on profits, logistics, and sustainability, plus solutions to manage this challenge.

6 min\ \ \ Commerce Trends\ \ •\ \ December 3, 2024\ \ E-commerce Returns in the UK \ \ Expanding to the UK? Effective returns management is key for North American brands entering this market. Streamline cross-border logistics and meet UK shoppers' high expectations to boost growth and customer loyalty

2 min\ \ \ Company Updates\ \ •\ \ October 1, 2024\ \ September 2024 Merchant admin updates \ \ The Merchant Admin has new updates for Fall 2024, including customizable refund payouts, a visual refresh, and faster app loading. Brands can now adjust refunds per case, improving flexibility and user experience.

7 min\ \ \ Return Strategy\ \ •\ \ September 26, 2024\ \ Understanding Returns Management for E-Commerce brands \ \ An overview of what returns management is, the benefits of an effective returns management strategy and why brands should prioritize it. Learn about the key elements of a successful returns management strategy, and upcoming trends in returns management.

7 min\ \ \ Commerce Trends\ \ •\ \ August 28, 2024\ \ The Top Return Management Software & Post Purchase Platforms \ \ Explore the best return management software and post-purchase platforms to simplify eCommerce returns, improve customer experience, and reduce costs with automated solutions and advanced return portals – so you can select the perfect return solution for your brand.

3 min\ \ \ Commerce Trends\ \ •\ \ April 18, 2024\ \ Understanding Returns Fraud and Tips for Retailers on How to Reduce it \ \ Returns fraud is a $101 billion dollar problem and one that can have detrimental impact for retailers. Learn about the most common types of returns fraud and what retailers can do to reduce fraud.

3 min\ \ \ Return Strategy\ \ •\ \ April 3, 2024\ \ Reducing the Environmental Impact of Returns \ \ What brands and customers are increasingly realizing is the significant environmental impact these returns can have if not managed with care, and the sustainability challenges that can arise from inefficient returns management.

3 min\ %20(1).jpg)\ \ Case Study\ \ •\ \ March 26, 2024\ \ How Numi cut costs on Canadian returns with ReturnBear \ \ Numi's collaboration with ReturnBear led to a 60% reduction in return costs and a 33% boost in revenue retention, marking a significant operational and financial improvement for the brand.

4 min\ \ \ Return Strategy\ \ •\ \ December 13, 2023\ \ Boosting Sales and Minimizing Return Costs: Unlock New International Markets With The Right Partners \ \ Ecommerce expansion into international markets comes with the challenge of return management. It’s important to get the right return partners and solutions in place to support growth.

3min\ \ \ Return Strategy\ \ •\ \ November 28, 2023\ \ Section 321: Logistics and Cost Saving Opportunities for Online Retailers \ \ The ecommerce world continues to rapidly expand as consumer demand for variety and convenience drives more and more users to the infinite aisles online.

2min\ \ \ Commerce Trends\ \ •\ \ September 15, 2023\ \ Selling Online in Canada: A Comprehensive Guide for U.S. and International Businesses \ \ Canada's ecommerce landscape is thriving, with more Canadians turning to online purchases than ever before.

4min\ \ \ Return Strategy\ \ •\ \ September 14, 2023\ \ What US eCommerce Companies Need to Know About Doing Business in Canada \ \ Expand your business to Canada with confidence. Our guide provides key insights on cross-border shipping, reverse logistics, and meeting local market requirements to boost sales and reduce return-related costs.

2min\ \ \ Return Strategy\ \ •\ \ September 13, 2023\ \ How to Deal with Returns When Dropshipping: 11 Things You Need to Know \ \ Optimize your dropshipping business with effective returns management. Explore tips on reducing return rates, managing customer expectations, and boosting your eCommerce success.

5min\ \ \ Return Strategy\ \ •\ \ September 13, 2023\ \ Ecommerce Returns Management: Enhancing Customer Experience and Retailer Efficiency \ \ Unlock the best eCommerce return solutions for your business. Learn how to manage returns efficiently, reduce losses, and keep your customers satisfied in the competitive online retail landscape.

2min\ \ \ Return Strategy\ \ •\ \ August 14, 2023\ \ The Benefits of Reverse Logistics Providers in Canada \ \ Explore the benefits of reverse logistics, where goods flow in the opposite direction. See how efficient returns management boosts sustainability, customer satisfaction, and cost-effectiveness for e-commerce businesses

5min\ \ \ Commerce Trends\ \ •\ \ August 11, 2023\ \ How to Sell on Hudson's Bay Marketplace, Thebay.com \ \ A how-to guide for ecommerce sellers on the Hudson's Bay Co (HBC) marketplace. Everything from getting set up and listing products to establishing a returns management solution.

4min\ \ \ Commerce Trends\ \ •\ \ August 9, 2023\ \ Managing Cross-Border Ecommerce in Canada and the USA: a guide for brands and businesses \ \ In the booming global ecommerce market, brands and merchants are increasingly embracing cross-border ecommerce, finding new opportunities to expand their customer base and tap into new markets.

4min\ \ \ Commerce Trends\ \ •\ \ August 8, 2023\ \ The Ultimate Cross-Border Sales Guide For Ecommerce Businesses \ \ In today's fiercely competitive business landscape, ecommerce has become a crucial revenue source for retailers. To stay profitable and relevant, businesses must think beyond their domestic borders and explore cross-border selling.

6min\ \ \ Return Strategy\ \ •\ \ July 28, 2023\ \ Marketplace Returns - Returnbear's guide to eCommerce growth and marketplace returns \ \ In this blog post, we will discuss the advantages of expanding into marketplaces, the customer experience, and the importance of a comprehensive return management solution like ReturnBear. We will also highlight why partnering with a Canadian return management solution is an excellent choice for brands and international sellers looking to expand into the Canadian market from abroad.

5min\ \ \ Company Updates\ \ •\ \ July 14, 2023\ \ The Bay Marketplace returns: Partnering with ReturnBear for Hassle-Free reverse logistics \ \ As a marketplace seller on TheBay.com, managing returns efficiently is essential to maintain customer satisfaction and optimize your operations. That's where partnering with a reliable Canadian return management solution like ReturnBear can make all the difference.

3min\ \ \ Company Updates\ \ •\ \ July 12, 2023\ \ ReturnBear Drop-Off Network Expands With PenguinPickUp \ \ ReturnBear’s Canadian drop-off network has expanded! We’ve partnered with PenguinPickUp to offer return acceptance at their GTA locations.

3min\ \ \ Company Updates\ \ •\ \ June 6, 2023\ \ Optimizing International Returns in Canada with Reship and ReturnBear \ \ Reship and ReturnBear enable international sellers to have a seamless cross-border return management solution that effectively inspects, accepts, and processes returns in Canada, the USA, and the UK.

3min\ \ \ Case Study\ \ •\ \ April 28, 2023\ \ How Nadaré improved customer experience with enhanced return services \ \ Nadaré is a jewelry brand that creates beautiful waterproof pieces at price points for all budgets. Andrea believes that everyone should have access to quality jewelry they love and feel beautiful wearing.

5min\ \ \ Case Study\ \ •\ \ March 12, 2023\ \ Palladium Boots saved 70% in return shipping costs using ReturnBear drop-off locations \ \ Palladium Boots Canada needed a solution to automate their return process, improve their response times, enhance the efficiency of their warehouse operations, and save them money on return shipping.

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10min\ \ \ Commerce Trends\ \ •\ \ November 1, 2022\ \ 7 Shopify apps to recession-proof your business \ \ If browsing through the Shopify App Store feels like you’re searching for a needle in a haystack you’re not alone. There are over 6000 apps in the App Store across 6 different categories. That’s a lot of time spent browsing!

5min\ \ \ Return Strategy\ \ •\ \ October 26, 2022\ \ 4 ways to strengthen your shipping and post purchase processes during the recession \ \ In partnership with eShipper. Win customers in the long run by stepping up your pre and post purchase customer experience.

7min\ \ \ Return Strategy\ \ •\ \ September 30, 2022\ \ What Do I Do With All My Returns? Creating The Ultimate Returns Customer Experience With Data Integration \ \ Creating The Ultimate Returns Customer Experience With Data Integration. Blog is written by Vanessa Matos — Digital Marketing Manager at VL OMNI.

3min\ \ \ Return Strategy\ \ •\ \ October 15, 2021\ \ Reimagine logistics with a purpose–built shared network \ \ Let’s be honest. Logistics is hard. The retail industry is at a tipping point with an average brand expecting to lose 8% in margin by 2025 with the growth of eCommerce.

7min\ \ \ Return Strategy\ \ •\ \ October 4, 2021\ \ eCommerce Can Be Profitable, Even With Higher Returns \ \ Nobody likes returns! Customers are annoyed by the many process steps involved, from getting a shipping label to driving to the post office. For brands, returns don’t just mean lost revenue but also more costs.

4min\ \ \ Return Strategy\ \ •\ \ June 10, 2021\ \ The Ultimate Guide To Return Policies In Canada \ \ Us Canadians are known as kind and helpful folk, so we expect the same kindness from the brands we engage in, especially when it comes to returns.

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5min\ \ \ Return Strategy\ \ •\ \ June 10, 2021\ \ How To Reduce Returns To Your E-commerce Store \ \ Returns hurt your bottom line. But with a few effective product return practices, you can limit the number of return requests you receive and boost the health (and profits!) of your store.

5 min\ \ \ Return Strategy\ \ •\ \ June 10, 2021\ \ Reducing Return Fraud on Free Returns for Your eCommerce Store \ \ Return fraud is the practice of returning items that don’t qualify for a refund. According to a study performed by the National Retail Federation, about 6% of returns are fraudulent.

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