Harry Rosen Achieves
a 13-Point Conversion Increase with Narvar

As a Canadian luxury retailer specializing in designer menswear, Harry Rosen is guided by a clear mission: to empower every man to look and feel his best on every occasion.

Delivering on that promise takes more than great products. It requires an exceptional experience at every touchpoint, including what happens after checkout.

However, the Harry Rosen team faced challenges in setting clear delivery expectations for ecommerce orders. Estimated delivery dates were displayed as broad, static ranges, offering limited precision in a fulfillment environment that was anything but static.

With orders fulfilled through a combination of distribution centers, warehouses, and retail stores — sometimes within a single customer journey — accurately predicting delivery timelines across different fulfillment paths became increasingly complex.

In practice, those static estimates led to inconsistency. Some orders arrived well ahead of schedule, while others landed later than expected. The result was growing uncertainty for shoppers and a noticeable rise in “Where Is My Order?” (WISMO) inquiries, placing added strain on customer service teams.

Building confidence at checkout with Narvar

Recognizing that delivery confidence plays a pivotal role in both trust and conversion, the Harry Rosen team set out to improve how delivery expectations were communicated at checkout. The goal was clear: provide shoppers with greater transparency and confidence at the moment they were deciding whether to complete a purchase.

“We wanted to give delivery transparency to our customers. We knew that was very important to the experience.” 

— Vanessa  Marko, Sr. Director, Ecommerce, Harry Rosen

With a modern, headless commerce architecture in place, Harry Rosen looked for a third-party partner with deep post-purchase expertise — one that could integrate seamlessly with their existing tech stack and deliver intelligent, scalable delivery estimates without adding operational burden.

"We needed a solution that was smart and integrated, but building something in-house would be challenging and time-consuming for the team." 

— Vanessa Marko, Sr. Director, Ecommerce, Harry Rosen

With Narvar already powering critical post-purchase touchpoints through Shield, Notify, and Track, adding Promise was a logical next step and an opportunity to build trust at checkout.

With Promise, Harry Rosen began surfacing personalized estimated delivery dates (EDDs) across their ecommerce experience — replacing broad ranges with more precise, confidence-inspiring timelines tailored to each order.

Achieving over 90% delivery-date accuracy 

Promise evaluates historical and real-time data alongside key contextual signals — including shopper location, cart contents, and the fulfillment node most likely to ship the order — to surface delivery promises shoppers can trust.

That level of precision was especially important given the brand’s complex fulfillment model. 

“Given the complexity of fulfillment from stores, we set a goal of a 90% accuracy rate on delivery timelines. With Promise, we’ve been able to meet or exceed that number. ” 

— Vanessa  Marko, Sr. Director, Ecommerce, Harry Rosen

Just as critical was the control Promise gives internal teams. Harry Rosen’s ecommerce and operations teams can proactively account for real-world factors that impact delivery timelines — such as order volume spikes, holidays, or temporary closures — and adjust delivery expectations accordingly.

“Because with Promise, we can account for things like slowdowns, closures, and holidays, we’ve really seen our team get the numbers right,” Vanessa explains. “That visibility and flexibility gave us even more confidence in the delivery promises we were making.”

Managing delivery exceptions without breaking trust

For a luxury brand built on high-touch service, reliability isn’t optional — it’s expected. That expectation becomes harder to meet when delivery conditions change outside a retailer’s direct control.

“When it comes to the carrier, you can control a lot up to a certain point, but [the customer experience is] a bit out of your hands.” 

— Vanessa Marko, Sr. Director, Ecommerce, Harry Rosen

Beyond calculating accurate EDDs, Promise enables teams to proactively manage exceptions when disruptions occur — without overcorrecting or sacrificing transparency.

If fulfillment slows due to unexpected events such as weather disruptions or carrier slowdowns, Harry Rosen can quickly introduce short-term delivery buffers. These adjustments ensure delivery promises remain realistic, even as conditions change behind the scenes.

By building flexibility directly into delivery planning, Harry Rosen avoids overpromising during periods of disruption — preserving customer trust, reducing frustration, and maintaining the consistent experience shoppers expect, even when circumstances aren’t ideal.

Driving a measurable lift in conversion 

Improving delivery accuracy didn’t just stabilize expectations — it directly translated into stronger performance across Harry Rosen’s ecommerce funnel. By displaying Promise-powered estimated delivery dates on product detail pages and at checkout, the brand gave shoppers the confidence they needed to move forward with their purchase.

That confidence translated into measurable gains across both Harry Rosen properties, delivering a 13 percentage-point lift in conversion on harryrosen.com and a 20 percentage-point lift on FinalCut.

“A double-digit increase in conversion rates is a huge revenue win across both brands. It goes a long way to continue to drive clients through the funnel.”

— Vanessa Marko, Sr. Director, Ecommerce, Harry Rosen

Reducing WISMO queries by eliminating delivery uncertainty

By setting clearer expectations upfront, Harry Rosen significantly reduced shopper frustrations. Since launching Promise, the team has seen a 16% reduction in WISMO-related inquiries.

“If there’s something off, we’re going to hear about it — it’s so easy for customers to reach out with a click,” says Vanessa.

While customer care still steps in when genuine delivery issues occur, highly accurate estimated delivery dates have meaningfully lowered the volume of tickets, allowing teams to focus on resolving true exceptions rather than managing avoidable confusion.

Turning delivery confidence into a competitive advantage

For Harry Rosen, improving estimated delivery dates has always been about more than accuracy — it’s about ensuring confidence at a moment that directly influences conversion, loyalty, and long-term brand trust. By replacing static delivery ranges with intelligent, personalized estimates, the brand transformed delivery transparency into a measurable growth lever.

Harry Rosen’s success demonstrates how brands can turn post-purchase moments into strategic advantages — protecting trust, driving revenue, and delivering the high-touch experience luxury shoppers expect, long after checkout.