How Fynd Logistics helped EKKE keep RTO at 5.7% on high-value, cash-heavy orders

EKKE launched in March 2026 as a digital-first home for contemporary Indian design, bringing together 100+ homegrown labels across fashion, jewellery and living. Every label is chosen for its design language, material intelligence and cultural relevance.

Running a platform like this at scale means managing logistics across dozens of independent studios, high ticket sizes and a payment mix that leans heavily on cash on delivery. 

Here's how EKKE, with Fynd managing the logistics layer, keeps that operation running smoothly.

The challenge: High value with cash paid on delivery

The customer pays cash for luxury

Approximately two-thirds of the order value comes through cash on delivery, with an average order value hovering around ₹8,000. 

A failed delivery costs twice

Every failed COD delivery means a designer’s precious piece is sent back in transit and EKKE ends up paying shipping costs twice.

Limited stock means lost opportunities

When an item is lost or damaged, there’s usually no replacement just a refund and a disappointed customer who misses out on the piece they wanted.

The Solution: Smart courier allocation and proactive follow-up

Matching couriers to the lane

Ekke works with eight different delivery partners through Fynd, each picked specifically for the type of delivery lane: hyperlocal couriers for same-city deliveries with a quick 3-hour turnaround, surface transport for national volume, express for high-priority lanes and air shipping where needed. More than half of the orders go to the rest of India locations, a quarter stay within the same city and the rest move intra-state.

Failed attempts get chased, not filed

147 failed delivery attempts this year became just 21 returns - an 86% recovery rate. Most failures were customer-side: buyers refusing at the door, unreachable, cash not ready, OTPs not shared. Fewer than 3% were address issues.

RTO happen only on EKKE’s instruction

Every shipment returned to origin this year was because EKKE requested it. Delivery partners did not independently decide to return any parcels - an important distinction, especially at these order values.

The Impact: Returns that don't add up the way they should

5.7% return-to-origin

Compared to 10-15% return rates for similar Indian D2C brands and an industry average near 25%, EKKE’s returns stay impressively low despite the challenges of cash payments and high order value.

No wrongful RTO

Every return was initiated by EKKE, not by courier partners giving up on deliveries. This means no parcel was returned without a proper delivery attempt.

94% of resolved shipments delivered successfully

Out of every shipment that reached a final status, 349 of 370 were successfully delivered to the customer.

Turning 147 failed attempts into just 21 RTO

EKKE managed to recover 86% of failed deliveries, turning them into completed sales rather than cancelled orders. At EKKE’s order values, that’s roughly ₹10 lakh in revenue retained instead of lost to two-way shipping costs on cancelled sales.

Zero lost parcels

No claims were filed and no replacements were needed. For a platform selling unique, limited-run pieces, losing a parcel is more than lost revenue, it’s a customer who misses out on something special and a designer whose work disappears.