Scaling Globally with Confidence Using ShipInsure
How ShipInsure Helped Ekster Reduce Support Strain, Protect Margins, and Scale Globally with Confidence
“Customers feel reassured, and many appreciate how effortless the process is when something does go wrong.”
— Olivier Momma - Ekster Founder
The overview
Ekster was born from frustration. Two Dutch students set out to solve a simple, universal problem — the bulky, outdated bifold wallet. What started as a Kickstarter campaign has since evolved into a global lifestyle brand redefining how people carry their everyday essentials.
Today, Ekster designs sleek, tech-enabled wallets, bags, and accessories that make life on the move simpler, faster, and more sustainable. As a certified B Corporation with over a million customers worldwide, Ekster has become synonymous with smart design, premium quality, and effortless customer experience.
“Shipping issues chipped away at customer trust, which is one of the most valuable assets for a direct-to-consumer brand.”
The Challenge
As Ekster scaled globally, a new frustration emerged with shipping. With rapid growth, soaring order volumes, and expanding international markets came a new layer of complexity. Lost, delayed, and stolen packages began to disrupt the seamless experience the brand was known for.
Each issue carried a cost: wasted time, refund losses, and growing strain on the customer support team. More importantly, these problems risked eroding the trust and loyalty Ekster had worked so hard to build.
To preserve its reputation for reliability and deliver peace of mind at scale, Ekster partnered with ShipInsure and transformed shipping protection from a pain point into a competitive advantage.
The Approach
Notorious Lift’s goals were aimed at streamlining their operations and redirecting their team's efforts toward company expansion and product diversification, rather than spending endless hours personally communicating with every customer who submitted a claim. As a budding enterprise, they sought a cost-effective solution to optimize resources, save on expenses, and boost revenue.
“Without a structured solution, each delivery issue placed unnecessary strain on our support team that required manual investigation and often created lengthy resolution times. We even had escalated cases that required leadership involvement — a clear signal that our process wasn’t scalable.”
The Solution
To solve the growing complexity of delivery issues at scale, Ekster turned to ShipInsure — an automated order-protection solution that absorbs the financial and operational impact of lost, delayed, or stolen packages. By shifting this workload away from their support team, ShipInsure streamlined issue resolution, protected margins, and helped preserve the premium customer experience Ekster is known for.
ShipInsure enabled Ekster to:
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Offload time-consuming shipping issue investigations
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Resolve delivery problems faster and more consistently
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Prevent fraudulent claims from slipping through
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Give customers a clear path when issues arise
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Protect the brand’s premium experience during rapid growth
“The number of shipping-related tickets has dropped dramatically, which has allowed us to scale with confidence.”
The Outcome
ShipInsure has helped Ekster reinforce its premium customer experience while improving internal efficiency and protecting margins across international markets. With automated claim handling, the team can focus on growth initiatives instead of shipping issues.
With ShipInsure, Ekster now sees:
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Over 50% fewer shipping-related support tickets, freeing time for proactive customer engagement
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$98,623 saved in refunds, replacements, and reshipments covered through claims
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Faster resolutions, resulting in fewer backlogs and reduced customer frustration
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Stronger trust, as customers feel reassured knowing orders are protected
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Improved scalability, enabling global expansion without stretching support resources thin
These gains allow Ekster to maintain a seamless experience as order volume spikes during product launches and seasonal campaigns — protecting both customers and margins at scale.
Get
in Touch
With ShipInsure integrated at checkout, Ekster can continue delivering a premium experience — even when the carrier doesn’t.
Does Ekster recommend Shipinsure to other merchants?
ShipInsure: Tanga's Cost-Saving Solution
TANGA + SHIPINSURE
“Yes, without question. It’s easy to set up, creates immediate value, and improves outcomes for both customers and internal teams. For us, it has become a crucial part of the way we deliver a premium experience at scale.”
Olivier Momma
- Ekster Founder
$166K+
Saved in claims costs yearly.
50%+
Reduction in support tickets.
