How Hijab Stories Achieved 90% On-Time Festive Deliveries with Shift’s Proactive Support
Category : Fashion
Solution : 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
Lower Fulfillment Costs
Hour Average Dispatch Time
Reduction in Manual Workload
Order Accuracy
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: Whenever delivery issues occurred, Shift initiated direct calls within hours – fixing addresses, confirming COD orders, and arranging immediate reattempts.
This reduced RTOs significantly, especially for COD shipments.
Peak-Season Spike Management: Ahead of Eid, Diwali, and sale campaigns, Shift planned volumes, courier allocation, and SLA commitments to ensure smooth fulfillment even at 3x demand.
Courier Performance Reporting: Weekly dashboards helped the brand understand courier efficiency, return trends, and risky pin codes – leading to better decisions.
Branded Tracking Page Experience: Shift created a customised tracking page featuring Hijab Stories’ elegant aesthetic, product visuals, and upsell recommendations — every tracking visit became a brand touchpoint.
Data-Driven Courier Allocation: Pin-code history and SLA data reduced metro delivery time from 3.5 days to 2.7 days on average.
| 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’ 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.
Ready to Transform Your Shipping Experience?
If high RTOs, slow festive deliveries, or reactive support are hurting your brand - Shift can turn your delivery operations into a growth engine. Book a free consultation today.