Industry: Homewares & Apparel

The Challenge: High gifting intent, but a transactional and outdated experience with limited data visibility and automation.

The Solution: Giftnote’s integrated gifting experience, enabling segmentation, automation, and improved customer acquisition.

Key Results: AOV uplift, automated segmentation, reduced manual workload, and gifting elevated into a strategic growth channel.

Gifting: eCommerce’s Biggest Leaky Bucket

In eCommerce, gifting is often the biggest “leaky bucket.”

Brands know their products are being gifted , but without visibility, segmentation, or automation, they lose data, new customers, and long-term value.

Kip&Co recognised this gap.

Their bold bedding, vibrant homewares and statement pieces are naturally suited to gifting, from housewarmings and weddings to birthdays and Christmas.

But the experience didn’t reflect that. 

The Challenge: Transactional, Outdated and Invisible

Before Giftnote, gifting at Kip&Co lacked visibility and sophistication.

“Before Giftnote, gifting felt very transactional and outdated,” says Sarah Irvine, E-Commerce Manager at Kip&Co.
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“Gift cards were essentially a one-stop shop with no visibility on data or customer insights, and the overall experience felt impersonal. Sending a plain gift card or a single message just once felt a bit uninspiring.”

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‍Operationally, it was manual and disconnected.

“Previously, we offered gift messaging at checkout, which was printed on postcards. It worked, but there was always room for error during peak periods.”

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“Our gift cards were managed through an older app that required significant manual work. It didn’t integrate with our other systems, and there were no flows, automations, or segmentation capabilities — which limited both efficiency and marketing opportunity.”

The result?

Gifting revenue, without strategic control.

Before implementing Giftnote, gifting at Kip&Co wasn’t broken, but it wasn’t strategic either.

The Vision: Turn Gifting Into a Growth Channel

Kip&Co didn’t just want nicer gift messaging.

They wanted gifting to work harder for the business.

“We wanted to modernise it, create something more considered and on-brand, and importantly, use gifting as a channel to acquire new customers, retain them, and build new segments while showcasing our beautiful content and product range.”

This wasn’t about adding a feature.

It was about turning an existing behaviour — customers gifting Kip&Co products — into a measurable revenue engine.

The Fix: Integrated, Automated, Strategic

Implementing Giftnote wasn’t just a tech change, it was a cross-functional business project.

“It was an absolute breeze,” says Sarah. “The Giftnote team were genuinely on the journey with us — it felt like a true business project rather than just a tech integration.”

Finance wanted clarity around liability reduction.
Marketing needed segmentation and flows.
Ecommerce required a seamless front-end experience.

“No question was too small, and the team worked through everything with us clearly and efficiently. We were able to launch quickly, which was a huge win.”

With gifting now integrated into their broader stack, Kip&Co could finally see, and act on, their gifting behaviour.

The leak was plugged.

The Results: From Checkout Feature to Key Revenue Channel

The impact was immediate and measurable.

“The conversion rates and AOV on our gift cards have been exceptional — well ahead of company KPIs,” says Sarah.

“The uplift has been significant and has validated the opportunity we saw in modernising the gifting experience.”

 
Beyond performance metrics, the structural shift has been just as important.

 “The biggest impact has been the improved user experience combined with our ability to segment and communicate more strategically.”
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“From how customers purchase, to how we build segments and trigger automated flows, we now have a far more sophisticated way of driving repeat spend and engagement.”

Gifting is no longer a transactional add-on.

It’s embedded in Kip&Co’s marketing ecosystem, supporting segmentation, automation, and repeat purchase.

The Verdict

When asked to summarise the experience:

“Fun, easy and genuinely collaborative.”

For a brand whose products are inherently designed for gifting — from weddings to housewarmings to milestone moments — Kip&Co has transformed gifting from a transactional checkout function into a strategic revenue channel.

They didn’t create gifting demand.

They captured it properly.