DECJUBA shows how fast delivery drives customer loyalty and average order value

If you're looking to improve customer experience and business performance, delivery could be one of your most powerful levers. See how DECJUBA is using faster delivery and proactive communication to meet rising customer expectations.

For online retailers, delivery is more than a logistics function. It is often the final and most memorable customer touchpoint. A great product can be overshadowed by a poor delivery experience, while a seamless delivery can reinforce trust and strengthen brand loyalty.

Fashion retailer DECJUBA understands this challenge well. Working with Australia Post, the brand has built a delivery experience that gives customers meaningful choice, from Standard and Express delivery through to Metro next-day options. The strategy is helping DECJUBA meet growing customer expectations while supporting business performance.

DECJUBA's approach provides a useful blueprint for balancing customer experience, operational capability and growth.

Why delivery now shapes customer loyalty

Delivery has become a key driver of customer satisfaction and loyalty. The 2026 Australia Post eCommerce Report found that 73% of shoppers say a good delivery experience makes them more likely to shop online instead of in-store. Recent Australia Post research shows that on-time delivery is a key driver of receiver NPS, with declines in delivery performance linked to lower advocacy and increased negative feedback.¹

Customers increasingly expect value, convenience, speed and choice throughout the shopping journey, including delivery. Faster delivery, improved tracking and more collection options are helping remove friction and make online shopping feel more dependable.

DECJUBA is seeing those expectations play out in real time. According to Sophie Watson, Head of eCommerce at DECJUBA, delivery performance has a direct impact on how customers view the brand.

“When you look at our NPS scores, when delivery times blow out, that's where negative feedback happens,” says Watson.

The insight is simple but important. Customers often judge the entire online shopping experience by the outcome of the delivery. Even when every other touchpoint performs well, delays can create dissatisfaction.

DECJUBA treats delivery as a critical part of the customer journey rather than a back-end process. That mindset has helped the business focus on reducing friction at every stage.

Offering customers the speed they want

DECJUBA's delivery strategy is built around choice. Customers can select the service that best suits their needs, whether that's value, certainty or speed.

The retailer currently offers Standard, Express, Metro and same-day delivery services through Australia Post and its network. Rather than treating fast delivery as a niche offer, DECJUBA recognises that customer expectations continue to evolve.

The data suggests customers are embracing faster delivery options. In Victoria, where speed services are available for orders dispatched in full from DECJUBA's warehouse, Metro delivery accounts for 32% of eligible orders, while Express and same-day delivery remain popular choices for customers wanting greater convenience.

Fast delivery can support stronger commercial outcomes

The customer experience benefits are significant, but DECJUBA has also identified a commercial advantage.

The business has found a clear connection between delivery speed and average order value. 2026 internal data shows same-day delivery orders are approximately $26 higher on average than Standard delivery orders. Express delivery orders are around $10 higher than Standard.

“We do see faster delivery is directly linked to higher average order value,” says Watson.

For retailers, this is an important consideration. Faster delivery options may not simply improve convenience. They can also encourage customers to complete larger purchases when timing matters.

Cost of delivery can also strengthen loyalty

DECJUBA regularly reviews its delivery offer to ensure it continues to meet customer expectations while remaining commercially sustainable. According to Watson, the business has tested different shipping thresholds and pricing models over time to understand their impact on customer behaviour.

The retailer also recognises that shipping fees can sometimes become a barrier to purchase. To help reduce friction, DECJUBA offers different shipping benefits based on customer loyalty status. Customers in its highest loyalty tier receive free standard shipping, while other loyalty tiers receive discounted shipping rates or lower free-shipping thresholds. 

"We do know that shipping fees can be a barrier to customers sometimes," Watson explains. The loyalty-based approach helps reduce that friction while rewarding customers for their ongoing engagement with the brand. 

The strategy highlights another way delivery can influence business performance. While fast delivery can help drive conversion and increase average order value, shipping incentives can also support customer retention by creating additional value for loyal customers and encouraging repeat purchases.

Building confidence through proactive communication

Speed is only part of the equation. Customers also want certainty and transparency.

DECJUBA supports this through proactive communication across the customer journey. The business uses checkout messaging, app notifications and Australia Post tracking updates to keep customers informed about their orders.

This approach becomes especially important during peak high-volume periods such as Black Friday, Boxing Day and EOFY sales.

DECJUBA will add messaging to its website advising that deliveries may take longer due to increased order volumes. This creates realistic expectations before customers place an order.

“We just try to pre-empt that they are aware to reduce that disappointment on their end,” Watson says.

The lesson for retailers is clear. Customers are more likely to remain satisfied when they understand what is happening and when they can expect their order to arrive.

Preparing for peak season without adding complexity

Peak trading periods can put pressure on even the most efficient fulfilment operations. DECJUBA's strategy focuses on matching delivery promises with operational reality.

For example, same-day delivery is only displayed when the entire order can be fulfilled from the warehouse. This helps the team maintain service consistency while protecting the customer experience.

The business also reviews premium services during peak periods to ensure warehouse teams can maintain expected service levels. Rather than overpromising, DECJUBA prioritises reliability. Retailers can take a similar approach by planning ahead and reviewing fulfilment processes, delivery options and customer communications before demand increases. 

This reflects an important principle for retailers: fast delivery only creates value when it is supported by dependable execution.

For more ideas on preparing for peak season, see our peak planning guide.

What can retailers learn from DECJUBA?

DECJUBA's approach demonstrates that delivery is more than a fulfilment function. It can be a powerful driver of customer satisfaction, loyalty and revenue. Key lessons for retailers include:

• Give customers delivery options that match their needs.
• Track how delivery performance influences customer feedback and NPS.
• Communicate proactively to build trust and reduce uncertainty.
• Make delivery promises that your operations can consistently deliver.
• Understand how faster delivery services influence spending behaviour.

Not every business needs to offer same-day delivery or multiple speed tiers from day one. The opportunity lies in creating a delivery experience that is fast, transparent and dependable, helping customers feel confident from checkout through to delivery.