Yamazaki Home Boosts Conversion Rates by 5% with Narvar Secure

Yamazaki Home creates thoughtfully designed home goods and housewares with a small-space sensibility. The brand designs products that simplify the day-to-day and inspire joy along the way. 

But when Yamazaki Home’s orders didn’t arrive as expected, joy turned into frustration. Zachary Eller, assistant marketing manager for Yamazaki Home, explains: 

“We were having problems with missing shipments, damaged shipments, tracking numbers showing up as ‘delivered, not received.’ We didn’t have any kind of delivery protection program in place. So, we were eating the costs of sending those replacements or refunds to customers.”

Delivery failures undermined trust and margins

Although Yamazaki Home sells happy-making objects, missing, delayed, and damaged packages were leaving customers anything but happy.

Zachary knew something had to change. Yamazaki Home needed a way to automate the delivery claims process — the manual approach slowed down the support team and stretched internal resources thin. They also needed to reduce revenue loss, as reships and refunds were eating into margins, especially with an average order value (AOV) over $100. Without a system to verify eligibility or prevent abuse, the costs added up quickly.

At the same time, the support team needed relief. Delivery issues were driving ticket volume, pulling time and energy away from more complex or high-value customer needs. And the team lacked visibility — they needed better data to identify patterns behind loss or damage and make smarter, faster decisions.

Yet, at the heart of Yamazaki’s search was a deeper goal: creating a post-purchase experience that lived up to the brand’s core promise — thoughtful design, joyful living. That meant a delivery experience rooted in confidence, clarity, and follow-through.

The biggest risk wasn’t to operations — it was to loyalty. Every lost or damaged package chipped away at shopper confidence. In a category built on thoughtfulness and trust, even a single poor experience could jeopardize a hard-earned relationship.

“We wanted our site to have a very seamless and smooth approach that offers a sense of trust, so customers feel comfortable purchasing directly from the brand. They know if they buy from us, they’re going to be taken care of.”

— Zachary Eller, Assistant Marketing Manager, Yamazaki Home

Yamazaki Home’s post-purchase experience needed to reflect the same intentionality — the same joy — as the products themselves.

Elevating the post-purchase experience with Narvar

Yamazaki already used Narvar Shield to manage returns, so adding shipment protection felt like a natural extension of their post-purchase toolkit.

“We looked into different insurance options in the past. None of them really worked. We were already using Narvar for returns, so adding insurance was a seamless experience. Shoppers could add shipment protection at checkout and make claims right through our existing portal.”

— Zachary Eller, Assistant Marketing Manager, Yamazaki Home

Narvar offered Yamazaki Home a seamless implementation process, presenting flexible design options for how to display the opt-in, giving the team full control over the user interface, and ensuring a native, on-brand experience.

From risk to revenue: The measurable impact of shipment protection

Since launching delivery protection with Narvar Secure, Yamazaki Home has seen a meaningful return — not just financially, but operationally and experientially.

Unlocking incremental revenue and improving conversion rates 

Offering protection at checkout gave hesitant shoppers confidence to complete their purchases. Yamazaki saw conversion improve by more than 5% — a significant lift for a business with high-intent shoppers and a strong brand following. Yamazaki also achieved a 40% attach rate for insurance, unlocking more than $12,000 in incremental revenue in just four months. At the same time, insurance payouts covered nearly $8,000 in claims — money the brand would’ve otherwise lost.

Optimizing the claims process and reducing the strain on the support team

The Narvar Secure workflow dramatically reduced the time and manual effort required to process claims.

“Before, we were doing our best to respond, but if you don’t reply within a few hours, people start assuming you're just a scam website. Having the form right there on the site — with an automatic ‘your claim has been submitted’ message — gives the whole experience a sense of trustworthiness.”

— Zachary Eller, Assistant Marketing Manager, Yamazaki Home

Customers could now self-serve and submit claims instantly through the Narvar portal, cutting average resolution time from four to five days to just a few.

With insurance and automated claims handling in place, the volume of support inquiries related to lost or damaged orders dropped — freeing up the team to focus on high-value interactions.

Accessing greater insights for smarter decision making 

Claims data became more accessible and actionable, helping the team make informed changes to product packaging and fulfillment processes.

“We always looked at photos of damage before, but it took more time and effort. Now we can run an export, get our damage rate on a SKU basis, and spot if a particular product is getting damaged the same way. If it is, maybe we redesign the packaging. Secure has made it much easier to make those decisions.”

— Zachary Eller, assistant marketing manager at Yamazaki Home

From happy-making objects to happy-making experiences

Yamazaki Home is a brand built on trust, intention, and joy — and with Narvar Secure, it’s now extending those values through the post-purchase experience. The result? Increased revenue, reduced risk, and stronger shopper confidence at every step.

“It’s not just about saving money — it’s about trust. Secure gives shoppers peace of mind, and that trust drives conversions.”

— Zachary Eller, Assistant Marketing Manager, Yamazaki Home

With Narvar Secure, Yamazaki Home delivers on its brand promise at every touchpoint, turning moments of uncertainty into opportunities to build deeper customer relationships.