Challenge
Global fashion leader H&M sought to expand its Southeast Asian e-commerce reach. They needed a regional partner with expertise in fashion logistics and a proven track record of success with established brands. Customer focus was paramount, requiring seamless operations that ensured a positive shopping experience.
Solution
H&M partnered with ZALORA, Southeast Asia's leading online fashion platform, for warehousing and fulfilment services. ZALORA's deep understanding of the fashion industry, scalability, and customer-centric approach aligned perfectly with H&M's goals.
Results
Since 2023, the collaboration has demonstrably exceeded expectations.
Increased Growth
H&M experienced significant GMV growth across three key Southeast Asian markets: Philippines, Malaysia, and Singapore.
Improved Efficiency
Timely deliveries and rapid order turnaround contributed to a positive customer experience.
Exceptional Support
H&M expressed high satisfaction with ZALORA's seamless operations, timely deliveries, and exceptional issue resolution.
H&M says...
“We are highly satisfied with ZALORA’s performance across Southeast Asia, particularly with the success of campaigns since our partnership in 2023. Their operations have been seamless, ensuring timely deliveries, and the support from their team in addressing any issues has been exceptional.”
ZALORA Operations has spent over a decade perfecting its B2C fashion e-commerce expertise, achieving an industry-leading Net Promoter Score (NPS) exceeding 80 across the region. Our robust infrastructure provides extensive warehousing experience, with over 45% of our space dedicated to managing third-party brand inventory, like H&M. This experience extends to multi-channel fulfilment, seamlessly handling orders across Brand.com and ZALORA.com platforms. ZALORA's regional expertise ensures smooth cross-border fulfilment through our Public Bonded Warehouse License in Malaysia.
We understand the challenges of rapid growth, having navigated it ourselves in complex Southeast Asian markets. This experience translates to a scalable operation capable of handling high-volume demands. By partnering with ZALORA Operations, leading brands like H&M can unlock the full potential of Southeast Asia's booming e-commerce market.
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