For a luxury brand like Harvey Nichols, service quality extends all the way to the customer’s doorstep.
The retailer had relied on a premium next-day delivery service with a flat-rate model: simple, but costly and rigid.
As the business expanded and parcel sizes diversified, that approach began to erode margins and limit flexibility. The company needed a smarter, more efficient way to allocate carriers and manage shipments - one that could preserve its premium reputation while optimising costs.
How does a premier luxury fashion retailer deliver products to customers? For Harvey Nichols, the simplest and most sensible solution seemed to be using a next-day delivery service that would allow them to take advantage of a fixed rate for every shipment.
But the solution had its downsides. For a start, customers had to wait in and sign for deliveries. If they didn’t, the product would need to be redelivered, causing inconvenience and delays.
The other, even bigger problem was what happened when parcel sizes dropped.
When Harvey Nichols launched new lower-priced beauty products such as Fenty by Rihanna, the fixed-rate model became unsustainable. The team began searching for a delivery solution that could automatically select the most suitable carrier for each order, balancing speed, cost, and customer convenience.
Harvey Nichols implemented nShift Ship to automate its multi-carrier allocation process. The system chooses carriers based on parcel dimensions, weight, and destination, ensuring every shipment travels the most efficient and cost-effective route.
Implementation was rapid: the solution went live in a third of the time originally quoted by competitors and immediately began optimising operations.
Automatic carrier allocation now ensures the best delivery method for each order, creating a better experience for customers too.
nShift Ship also enables the retailer to ship directly from stores rather than relying solely on distribution centres, improving delivery speed and stock efficiency.
The automation and flexibility introduced by nShift Ship delivered measurable value fast. Harvey Nichols now runs a leaner, more responsive fulfilment network, achieving cost savings, faster delivery times, and a smoother experience for customers.