Monica Vinader’s jewellery carries sentimental value. Every piece is designed to mark a moment, from birthdays to anniversaries, often personalised with engraving. For Monica Vinader customers, the delivery is not just about receiving a parcel; it's about the brand promise that their order will arrive safely and on time.

Before partnering with HIVED, Monica Vinader’s UK deliveries were not always living up to the quality standard they had set everywhere else.

“We know that there's a huge amount of anxiety when you're spending a relatively significant amount of money in a transaction on something sentimental. A huge proportion of our jewelry is engraved. So, you've got a really sentimental message on there and then suddenly it's just like floating through the carrier network and you don't really know when it's going to come,” says Jade Roberts, General Manager of Customer Experience and Logistics at Monica Vinader.

Some couriers were unreliable, and peak moments like Christmas Eve put extra pressure on the customer care team who were left fielding wave after wave of “Where is my order?” messages.

The Solution

The team needed a delivery partner that could both reduce customer anxiety and feel like a natural extension of the Monica Vinader brand. Same-day and next-day delivery, powered by HIVED, presented the opportunity to elevate their final-mile offering in a way that perfectly matched the gifting nature of many Monica Vinader customers, especially those making special last-minute purchases.

“We had tried same-day with a few different partners before but we felt like we hadn't really nailed it.” Jade shares. “ We know that a huge proportion of our customers are shopping because they are buying a gift and it felt very odd that we didn't have this opportunity for last minute gifting.”

That’s when Monica Vinader turned to HIVED for all London next-day and same-day deliveries, making the delivery experience not a point of failure, but one of the brand’s strongest differentiators.

Brand and values match

Monica Vinader’s team first came across HIVED at an industry event and immediately recognised the fit.

“I just immediately thought if Monica Vinader was a courier, this is who we would be, we’ve got to get these guys on board. Hearing how HIVED talked about sustainability and reliability and how the customer is the most important thing, I thought, yes these guys get it and like that's really what our values are at Monica Vinader."
— Jade Roberts, General Manager of Customer Experience and Logistics at Monica Vinader

Launching in September 2025, the impact was immediate. Customers embraced same-day delivery as a newly available option, and the quality of both same-day and next-day services made it clear that HIVED was the right partner. Today, any London-based customer selecting same-day or next-day delivery, automatically receives their parcel via HIVED, with two-day options soon to follow.

The Results

10.2% reduction in late deliveries by switching volume from their incumbent carrier to HIVED.

By switching volume from their incumbent carrier to HIVED, Monica Vinader reduced late deliveries by over 10% and during the first 10 weeks attempted on-time performance was 99.36%, improving delivery reliability at scale. 

As downstream effects, Monica Vinader’s support tickets for late or lost deliveries have dramatically declined and delivery charge refunds have “basically disappeared.” Customers know exactly where their order is, and if an issue does arise, HIVED’s customer support team can resolve it within minutes via live chat or email.

Record-high customer satisfaction

NPS scores tell the story clearly: HIVED customers record the highest NPS across Monica Vinader’s entire global customer base.

HIVED’s commitment to quality translates into customer confidence at the most important moments, turning delivery from a risk into a reassurance. HIVED’s clear tracking, instant support, and brand-aligned approach mean the jewellery experience doesn’t end at checkout, it carries right through to the doorstep.

Jade shares: “Your final mile delivery is an extension of your brand. So, whoever that individual happens to be turning up on your doorstep with your parcel, you want to feel so confident that they represent as much about your brand as possible.”

Looking Ahead

Now nearly six months in, HIVED has become a source of confidence for the Monica Vinader team, with expansion into two-day service speeds, to complement the same-day and next-day services.

Next up? More collaboration to continue to keep quality high and nail the Monica Vinader post-purchase journey, finding more opportunities to delight Monica Vinader customers. 

“The customer care team love having HIVED in their back pocket as a lever if they need to do something quite quickly for a customer,” Jade shares. “If we've done something wrong to let a customer down, we're like, it's okay. We've got HIVED.”

Curious to see how HIVED might work for your business? Contact our team here.