From Complex to Seamless: How NICKIS Optimised Its Returns Process with 8returns

For over 35 years, NICKIS has been a trusted name in the premium and luxury childrenswear segment. Featuring brands such as Gucci, Moncler and Stella McCartney Kids, the online shop serves customers worldwide. To maintain a top-level shopping experience, NICKIS decided to modernise its returns process. The choice fell on 8returns – delivering a digital, simple and customer-friendly solution.

Faster and smoother returns process

Increase efficiency, enhance service

Digital and simple returns

Less effort, happier customers

Insightful returns data

Informed decisions for product range and brands

Headquarters:

Munich

Website:

Visit website

Industry:

Childrenswear

Team size:

11-50

NICKIS – Premium Childrenswear Since 1985

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Founded in Munich, NICKIS grew from a local speciality store into an internationally recognised online shop. The focus has always been on exclusive childrenswear shipped worldwide. In addition to its e-commerce business, NICKIS also operates physical stores in Germany.

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“In our premium segment, customers expect not only high-quality products but also a seamless and fast service – including returns,” says Patrick Roggenkamp, Head of Customer Service and Sales at NICKIS.

Patrick Roggenkamp, Head of Customer Service and Sales at NICKIS

Returns Challenge – Manual and Time-Consuming

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Before working with 8returns, NICKIS’s returns process involved numerous manual steps. Each return had to be recorded in the system, shipping labels created, and the status updated manually. This slowed processing, required significant time from the customer service team and resulted in many enquiries – especially for international shipments.

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When NICKIS switched to Shopify in March 2024, it was clear the returns process also needed to be upgraded to a modern, efficient system.

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The Solution – Digital Automation with 8returns

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8returns replaced all manual steps with an automated process. Customers can now register returns online, instantly receive the correct shipping labels and are proactively informed about each step of the process.

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In the backend, customised rules ensure the workflow adapts automatically based on the country, reason for return or return type (exchange or refund). This keeps the service flexible and efficient.

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NICKIS also uses the exchange feature, allowing customers to directly choose another size or an alternative product. This not only improves service but also retains revenue within the company. In future, NICKIS plans to implement the store credit feature to issue more refunds as credit, keeping revenue in the shop and increasing customer lifetime value.

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Another plus: for defective items, customers can upload photos to trigger an immediate refund without additional processing steps.

Results – Less Effort, Measurable Improvements

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Since implementing 8returns, NICKIS has achieved significant progress:

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At least 20 hours saved per week in Customer Service
Significantly fewer return status enquiries
Return rate reduced by 2% – with measurable cost savings
Increased revenue through the exchange feature
Efficient workflows, particularly for returned mail and international shipments
Improved data transparency across individual brands
Consistent processing, even for international returns
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“8returns has taken our returns process to a whole new level. We save time, avoid unnecessary emails and have even managed to reduce our return rate by two percent,” Roggenkamp summarises.

Conclusion

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With 8returns, NICKIS found a solution that makes its premium brand promise tangible in the returns process. Automated workflows, clear process rules and features such as exchanges and the upcoming store credit option reduce workload, improve service, cut costs and secure revenue in the long term.