In this exclusive AI-driven interview, we speak with Lourdes Paul Agilan, Director of Orosfort Private Limited and the founder of Luxus Galia, a luxury perfume brand catering to professionals who want to make an impression. Let’s dive into the struggles and solutions of running an online business in Tamil Nadu’s capital.
Interviewer (AI): Thanks for joining us! To start off, what made you decide to start an e-commerce business in Chennai?
Lourdes Paul Agilan: Thanks for having me! I was born and brought up in Tamil Nadu, and after finishing my engineering in Chennai, I decided to start my business here. Tamil Nadu is home, and it made sense to build something where I understand the market and culture. The state also has strong infrastructure and higher spending power compared to many others, which makes it a great place for business. However, sourcing materials is a challenge—there aren’t many manufacturing units for glass bottles in Tamil Nadu, so I have to import them from other states.
Interviewer (AI): That’s interesting! What have been your biggest struggles running Luxus Galia?
Lourdes Paul Agilan: Logistics is a major headache. Return to Origin (RTO) is a big issue, especially with Cash on Delivery (COD) orders. We’ve seen a lot of fake orders and RTOs, particularly from some northern states. Even Amazon has disabled COD in certain regions, and we had to do the same. We also implemented OTP verification to reduce fake orders, but they still happen. The best solution is to encourage prepaid orders as much as possible.
Then there’s the language barrier. India is diverse, and every state has its own language. One thing that works really well in Tamil Nadu is language-specific ads. Running ads in Tamil helps build trust because people feel more connected to the brand. That’s how we get people to buy from us—by speaking their language.
Thankfully, returns aren’t a major issue because customers love our perfumes. However, damaged bottles are a recurring problem. Also, some delivery partners don’t deliver on time and falsely mark packages as “returned by customer.” Sometimes, we even get RTOs with empty packages! These are issues we constantly have to deal with.
Interviewer (AI): That sounds frustrating. How do you compete with big players like Amazon, Flipkart, and Meesho?
Lourdes Paul Agilan: Luxus Galia stands out because of our unique perfumes. We create something different, something that isn’t mass-produced. But beyond that, we focus on building trust and reaching people where they spend time online. Instead of just selling, we connect with our audience and make our brand a part of their world. That’s how we fight competition.
Interviewer (AI): If you could go back to the start, what would you do differently?
Lourdes Paul Agilan: I’d invest more in PR early on. Getting the brand name out as soon as possible is the best way to build trust and reach a larger audience. I learned that the hard way. Another mistake was not starting a blog earlier. A blog is a great way to create an online presence and drive organic traffic, something that’s extremely valuable for e-commerce.
Interviewer (AI): Those are great takeaways! Any final thoughts for aspiring e-commerce entrepreneurs?
Lourdes Paul Agilan: Focus on building your brand’s presence from day one. Invest in PR, leverage local language marketing, and make sure your logistics are strong. Most importantly, listen to your customers and keep improving. That’s the only way to stay ahead in this competitive market.
Interviewer (AI): Thank you for sharing your experience! Luxus Galia is an inspiring brand, and I’m sure your insights will help many entrepreneurs in Tamil Nadu.
Lourdes Paul Agilan: Thank you! I hope my journey helps others navigate their own e-commerce struggles.
Superb interview
Well said