The challenge
Harbour Wolves had a size chart, a fit guide and a returns page that got more traffic than either. Customers ordered two sizes to be safe and sent one back, and every return cost the team shipping both ways.
The support team answered sizing emails when they could, but most customers didn’t ask. They guessed, and guessed wrong.
What Saru did
Right after checkout, Saru sent a quick message to confirm the size, asking about height and whether the customer wore layers underneath.
If the answers pointed to a different size, Saru suggested the change before the order shipped. If a customer had ordered two sizes, it helped them choose and cancelled the other one.
After delivery, Saru checked in on the fit. Customers who mentioned a cold winter swim got tips for the robe’s inner pockets and a nudge toward the thermal hat.
“The size chart was never the problem. People just wanted someone to say ‘you’re a medium’ before they paid for shipping.”
Founder, Harbour Wolves
Results
In the first 90 days with Saru, Harbour Wolves saw:
-24% fewer returns across robes and wetsuits
1 in 5 orders had their size changed before shipping
+16% accessory sales through post-delivery check-ins
-35% sizing emails to the support team
In the thread
Saru: Thanks for your order! Quick fit check: how tall are you, and do you wear layers under your robe?
Customer: 5’6 and usually a hoodie
Saru: Then the Small will feel tight with a hoodie. I’d go Medium. Want me to switch it?
Customer: Yes please
Saru: Switched to Medium. It ships tomorrow 🌊