online luxury shopping: presentation & speed [review]

Part of the intrinsic appeal for luxury shopping is the peripheral experience and presentation of the goods, in addition to the goods themselves. To be blunt, the pomp and circumstance of shopping in a beautiful boutique, purchases being boxed and wrapped, etc.

To translate that positive experience to the process of online shopping can be a challenge, though what matters more in the latter case is speed of delivery (to minimize delayed gratification), the presentation, and how the customer unfurls the shipment.

Given the now vast range of options in online luxury shopping, it is no surprise that retailers vary somewhat in their presentation of goods and speed of delivery.

Though little rivals the pampering one gets shopping in person, from department stores like Barney’s to mono line boutiques like Gucci, the thrill of receiving an online order, and being able to open it and then try on or judge the goods in privacy, is similarly high-inducing. I should know.

I have experience buying from most of the major online luxury stores, and some niche boutiques, so I thought I would summarize my perception of their respective customer experiences.

MR PORTER … A

• Shipping: Free, UPS Ground, from New Jersey
• Returns: Free, USPS Ground
• Tax: none collected (at least in Florida)

Being an offshoot of Net-a-Porter and an exclusively online business, MR PORTER can focus solely on the way their goods are presented by post. Black tissue paper is unique, as is personalized stickers and greeting cards with the recipient’s name. The store also uses black coated paper clips to secure the invoice and return form, something that’s been consistent over the years. Minor, but noticeable.

Most orders take five business days, a tepid albeit acceptable period of time.

Very communicative (automated) customer service updates at each step of the process. No hassle.

Saks Fifth Avenue … B

• Shipping: Free, FedEx, from Tennessee
• Returns: Free, minus restocking fee, USPS Ground
• Tax: normal rate (7% in Hillsborough County)

Orders take about a week, squarely average. Returns are too slow, and a restocking fee deducted from the refund is a chintzy policy.

My most recent order came nicely wrapped, but items were each stacked in plastic bags from their respective brands, like the way Saks gets them from their vendors. Somewhat unceremonious.

Neiman Marcus … B

• Shipping: Free, FedEx, from various US stores
• Returns: Free, within 15 days, otherwise a $9 restocking fee
• Tax: normal rate (7% in Hillsborough County)

Not unlike Saks, Nordstrom, or Barney’s, you get average shipping for free from Neiman Marcus. And free returns, though this is a recent change (within the last year, +/-). One of my recent orders came from Fort Lauderdale in just one night, versus three from the Northeast for the other shipment of the same order.

The one difference shopping here is wrinkle-free packaging, which involves lots of puffy tissue paper and clothing hung on a hanger. Not exactly sustainable. But, classy.

Farfetch … B

• Shipping: $35 from Europe via DHL, $10 from USA via UPS
• Returns: Free, DHL home or office pick-up
• Tax: none collected (at least in Florida)

Minus a hefty shipping charge from Europe, where most of Farfetch’s boutiques are located, the global DHL service is fast and orders come packed in the online aggregator’s branded white boxes.

Because goods come directly from independent boutiques across the world, wrapping and presentation varies, but is mostly nice, in tissue, with thank you cards or additional branding from the local boutique, like Knit Wit in Philadelphia, or Stefania Mode in Trapani, Italy.

Farfetch is the best of global commerce and ‘shop local.’

Barney’s … B

• Shipping: Free, FedEx, from New Jersey
• Returns: Free, USPS Ground
• Tax: normal rate (7% in Hillsborough County)

Again, nothing unique about the experience with Barney’s. Wrapped well, and delivered in a timely manner. Unfortunately with many of the larger, brick-and-mortar retailers, tax rates apply.

My mom gave me a Barney’s 2015 pocket agenda for Christmas (made by Graphic Image), and it was boxed in a flush, precise box. A small detail, but one that counted.

TheCorner.com … A+

• Shipping: Free, UPS, from New Jersey
• Returns: Free
• Tax: none collected (at least in Florida)

The Corner is a YOOX site, which means in theory it should have its logistics down. And I was not disappointed. Shipping speed is average.

The best part is the presentation: a branded ribbon secures a branded shopping bag. Inside, my purchase was wrapped in branded tissue paper. All black.

This extra step is simple but effective at bridging the experience gap between online and brick-and-mortar shopping. An online-only store smart to be thoughtful in this realm, given the competition with stores that originated in passing out fancy bags.

Matches Fashion … A+

• Shipping: $20 from the UK via DHL, free with code for US residents
• Returns: Free, DHL home or office pick-up
• Tax: none collected (at least in Florida)

My most recent experience. And a good one.

The outer shipping box had a quick-release tab. And extra care was taken with an inner, branded, marble-finish box. It was my first encounter with this extra step. Shipping was fingersnap quick, even from across the ocean.

Matches was one of the most impressive online experiences I’ve ever had.

Ralph Lauren … B+

• Shipping: Free, FedEx, from North Carolina
• Returns: Free, USPS Ground
• Tax: normal rate (7% in Hillsborough County)

Branded box, check. A note regarding the packaging of the product, check. Craft paper instead of white tissue, more in line with the Ralph Lauren brand aesthetic…check.

Returns were easy, and RL customer assistance e-mailed at regular intervals. Refunded quickly too.

SSENSE … B-

• Shipping: Varies, sometimes free, from Montreal via Canada Post
• Returns: Free
• Tax: none collected (at least in Florida)

Shipping rates vary week to week on SSENSE, so it can be free above a certain purchase level, or with a code, or flat free during a promotion. Otherwise, it is about $15 for ground service from Canada.

The presentation was nothing special, but the package did come quickly, and tracking on Canada Post was easy as any.

Honestly, the best part about SSENSE is the end-of-season sales, which are often 50% off at the outset. Great for gifts and small accessories.

FWRD … B

• Shipping: Free 2-day shipping via UPS, from Los Angeles
• Returns: Free, via UPS
• Tax: none collected (at least in Florida)

FWRD compacted the blazer I ordered into a tiiiny box by rolling it like a yule log. Not the most romantic way to unwrap a $300 purchase.

On the other hand, I used the live chat feature on their website to discuss a replacement size, which worked quite well. And, free 2-day shipping is hard to beat.

Tiffany & Co. … B

• Shipping: $15 via UPS, from New Jersey
• Returns: Free, via UPS
• Tax: none collected (at least in Florida)

Aside from the ubiquitous blue box, Tiffany virtual shopping, ordering, and receiving is squarely average.

I *will* award points for easy gift-sending. Items are boxed and wrapped, which Tiffany does for free, included along with a gift note. I’ve sent at least three Tiffany gifts (wedding, Hanukkah) and the recipients are always dazzled.

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All of these retailers, the best ones anyway, can be found in the bottom bar of the homepage.

Leave a comment if you have had varying experiences with these stores, or if you have your own to add!