How Oh Polly created a customer-first returns experience with ReBound x Loop

Oh Polly is a UK-based pureplay fashion retailer with offices in the UK and US. Their social-first approach has earned them over 8 million followers across Instagram and Facebook — and they’re one of the few UK brands that designs and produces their own garments.

Going all-in on customer experience 

Oh Polly is a company with a huge focus on putting their customers first.
Not just with their products and their social-first approach — but with their returns experience, as well.
And that’s a big part of why they chose Loop for their new returns portal: 

With a Loop portal, Oh Polly was able to give their customers the options they deserve — with flexible capabilities around exchanges, refunds, and store credit.
They could adjust their returns policies and tweak their portal on the fly, giving them the freedom to customise the returns experience to meet business and customer needs. 

But they didn’t stop there:
Oh Polly wanted their customers to have that same level of freedom with their logistics — not just the type of return they choose. 

And that’s exactly where ReBound’s strengths lie. 

 “ReBound are the experts in logistics. Paired with Loop’s portal experience, we knew it was a winning solution.” 
— Emily Mcmorran, Customer Experience Lead at Oh Polly 

Getting the best of both 

Oh Polly wanted their UK customers to be able to pick their own return carriers. But it wasn’t something Loop could do straight out of the box. 

The solution? – A direct integration between Loop’s portal and ReBound’s returns logistics. 

With two top-tier platforms working seamlessly together, Oh Polly was able to combine Loop’s highly customisable return options with ReBound’s extensive logistics options — creating a flexible returns experience that gave their customers a wider choice of carriers and return methods.  

What started as a phased approach with lower volumes soon expanded to international lanes delivering great consumer experience. 

“We loved ReBound’s collaborative approach to working with Loop. They’re always ready to help wherever they can.” 
— Emily Mcmorran, Customer Experience Lead at Oh Polly

Why ReBound and Loop? 

Oh Polly had been working with ReBound for over 5 years before the collaboration with Loop, leaning on the close relationships and connections with carriers. And it was these strong ties and past successes that made it an easy choice for an integration with Loop: 

“Having a good working relationship is so important,” said Emily. “But it’s also about reliability — having something solid in place. ReBound plays a crucial role in helping Oh Polly deliver a seamless return experience for their customers. With a focus on efficiency, they’ve implemented Loop workflows such as automatically reviewing damaged items, minimizing return fraud, and customizing return options for specific purchases. These enhancements have also helped reduce customer service workload by addressing common return issues upfront, ensuring a smoother overall experience for both the business and its customers. 

So what’s next for Oh Polly? 

Oh Polly has already seen huge success in international markets — from the US and Europe to Australia. They’re now looking to expand beyond their UK-based operations to open new warehouses in other countries — and they’ll be doing it with ReBound and our expansive logistics network by their side. 

“We have so many return policies and it wouldn’t be possible without Loop’s Workflow feature.”  
— Emily Mcmorran, Customer Experience Lead at Oh Polly