FreestyleXtreme was established 12 years ago. The company’s journey began in a less-than-usual way; by selling sporting products from the back of a van at live events all over Europe. There was such a large demand for these products that the company decided to launch an ecommerce channel and catalogue to take advantage of the growing market.
In 2005, FreestyleXtreme launched its website in six different languages to offer a localised experience and to help build a loyal customer base. This proved to be a significant turning point for the company, which saw its revenue almost double in a matter of months. Since experiencing this business transformation, the ability to offer a local experience has been a key priority for FreestyleXtreme. The website now reads in 13 different languages, features nine currencies and sells to 100 countries. Outside of the UK, the biggest markets for FreestyleXtreme are France, Germany, Spain, Italy and the USA.
Personalising the customer experience meant more than just translating the web copy and currency. It also required the company to offer a localised delivery and returns policy.
In terms of international returns, FreestyleXtreme wasn’t satisfied with its level of service, as the company and its customers were both having to spend a significant amount to return an item. What’s more, Freestyle Xtreme was using couriers to collect the parcel from the customer and in a lot of cases the courier would arrive late or not at all.
Furthermore, Amazon made changes to its international returns policy which required all sellers to offer a local return address for the customer. Therefore, the company needed a returns solution that allowed the customer to send their unwanted items to a domestic address, or risk not being able to sell through Amazon.