Arsenal FC
Arsenal FC
Brief
When Arsenal’s new kit order was delayed by supply chain issues, they needed an authentic way to apologise to the 30,000 customers who had received their online orders later than expected.
They wanted to design a special edition ‘Gunners’ scarf to give as an apology, and distribute it individually to all 30,000 customers globally across 105 different countries.
Design
We combined Arsenal’s “zigzag” artwork from the 2022-23 kit, their Northbank typeface, the classic club crest and iconic cannon to produce a timeless, dual tone scarf.
Result
In just over 3 weeks, we produced 30,000 scarves from our Manchester factory, and individually packaged them in Arsenal branded bags with an A5 letter insert with a message from the club inside.
We also handled the fulfilment to end customers on the club’s behalf, utilising our relationships with domestic couriers (Evri, DPD), and international logistics partners (DHL, Deutsche Post). The majority of UK customers received their scarf within 24 hours of dispatch, with over 80% of worldwide customers receiving theirs within 10 working days.
Many fans took to social media to recognise the gesture, and Arsenal used the remaining scarves for internal marketing material and executive giveaways.
“@Arsenal sending out free scarves for 2 delayed orders. What a club! This is what I call customer service. Thank you @Arsenal. Love this club!!”
“I get home from work and find 2 Arsenal packages and realised I haven’t ordered anything.
Open them and find 2 scarves sent free of charge from Arsenal direct for my Arsenal third kit taking so long to be delivered.
Thank you @Arsenal best customer service going.”
“Class from @Arsenal. Ordered a shirt and it arrived late. Few weeks later got a free scarf in the post. My club!”