Chapel Down
Our objective
As England’s leading wine producer, Chapel Down has built a reputation on quality. Its wines have picked up some of the industry’s biggest accolades, including multiple Decanter Best in Show wins and several trophies at the WineGB Awards.
So, when it comes to direct-to-consumer (D2C), the experience needs to live up to the wine inside the bottle.
Our relationship with Chapel Down began back in 2020, initially supporting the brand with standard fulfilment and soon after introducing personalisation to expand its gifting range. As its D2C operation evolved, so did our partnership.
The objective was bigger than simply getting orders out of the door; Chapel Down needed a partner that understood its business. We worked with the team to create one solution across standard fulfilment, personalisation, corporate gifting and customer service bringing all stages of its D2C journey together under our roof. That way, we’re able to support Chapel Down throughout its growth and proactively find new ways to improve its D2C operation.
Our approach
After nearly seven years together, we know Chapel Down’s operation inside out, so we work as an extension of its team rather than simply a fulfilment provider.
Today, we manage the day-to-day D2C operation, from picking, packing and dispatching orders to personalising bottles in-house and supporting customers through our dedicated customer service team.
And we’re always looking at what comes next.
Regular consultations with the Chapel Down team allow us to review performance, identify inefficiencies and find ways to make the operation smarter and more cost-effective. That’s included reviewing packaging to reduce costs, improving fulfilment processes and developing new gifting opportunities.
Personalisation is one example. What began as an additional D2C offering has helped Chapel Down expand its corporate gifting proposition, giving businesses the opportunity to create more memorable gifts during key seasonal periods.
With every part of the operation managed in one place, we can maintain high standards across each stage of the customer journey. For Chapel Down’s orders, we have a 100% track record of meeting our dispatch SLA for delivery, helping ensure customers receive the premium service they expect.
Project outcome
Key stats:
- A partnership spanning almost seven years.
- Returning customer rate sitting at over 60%.
- Thousands of new customers purchased from Chapel Down in H1 2026.
- Chapel Down D2C sales rose 4% from 2025 to 2026.
What started back in 2020 has developed into a long-term strategic partnership covering far more than fulfilment.
Since bringing its wider D2C fulfilment operation to IV Creative, Chapel Down has seen more than half of its customers return to buy again, rising to 63% over the past year. Personalisation has grown steadily too. What began with a single SKU now spans across a range of products, including Chapel Down’s Magnum Brut – a third of which sold this year have been personalised.
Meanwhile, Chapel Down’s D2C channel is going from strength to strength. Thousands of new customers purchased from the brand in H1 2026, helping drive a 4% year-on-year rise in D2C sales.
Today, our job remains the same: to keep Chapel Down’s D2C running smoothly whilst looking for ways to make operations better, more efficient and ready for whatever comes next.
