Protecting Professionals at Scale

Toolden is a leading UK online retailer of professional tools, hardware, and equipment, serving trades, public sector organisations, and DIY customers nationwide. With over 10 years on BigCommerce and hundreds of thousands of orders processed annually, they're one of the UK's most trusted tool brands.

Toolden's customers are professionals buying for their trade. When they invest in tools, they expect to be looked after beyond the point of purchase. Offering protection in the same transaction was the natural way to deliver that.

From 50 SKUs to Storewide in Days

Toolden partnered with Loxa, starting with a 50-SKU pilot. Loxa's AI categorisation engine automatically matched every product in the catalogue to the most relevant protection plan, with no manual configuration required. Full coverage across 9,000+ SKUs, live in days.

The integration was built natively within Toolden's BigCommerce environment. Loxa's technical team optimised every touchpoint before go-live, not after.

Experience Loxa on Toolden

The UX That Changed Everything

Going live was phase one. Phase two was refinement. Loxa's team worked closely with Toolden to optimise the product UI and customer experience after launch, fine-tuning how protection was presented at the point of purchase.

The effect was measurable and direct. Within four weeks of those UX changes, protection policy uptake grew by 1,000%, from a pilot baseline to full-catalogue performance. Ancillary revenue is attached directly to core sales, with no additional operational effort.

That figure isn't a launch spike. It's the difference between protection being present and protection being positioned correctly.

"Our customers are professionals. They invest seriously in their tools and expect them to be protected, so offering protection at checkout just made sense.

Loxa understood that from day one. They got it right before launch, and scaling from pilot to 9,000+ SKUs proves how well it worked.

The impact was immediate. After improving the UX, policy uptake increased 10x within weeks. It drives real revenue without adding operational overhead, which is exactly what you want at our scale."

Early Impact

1,000% growth in protection policies within four weeks of UX optimisation

10% uplift in overall conversion in March 2026 vs January 2026

35% fewer returns on insured purchases in March 2026

Every customer on toolden.co.uk now has the option to protect their purchase at checkout, in the same purchase journey they've always used.

What This Means for Tools Retailers

In tools, over 60% of customers are buying for their business. They research carefully, invest seriously, and come back to retailers they trust. Embedding protection at the point of purchase tells them one simple thing: you stand behind what you sell.

Whatever platform you sell on, Loxa integrates cleanly and scales with you. Find out how offering product protection can help your business. Book a demo.