Store location: London
Enquiry: Natural skincare for sensitive skin
Shopping by smartphone has to run perfectly these days, and while this London store has it mostly right there were a few niggles. But our Secret Shopper got what she was looking for, albeit lacking in the excitement our indie retailers are renowned for...
First impressions
This shop’s website has an attractive colour scheme and modern-looking design, immediately drawing me in.
The website homepage combines a bit of information about the physical shop along with a selection of products available to buy online – including some bodycare which looks like it might suit my sensitive skin.
Some of the homepage design elements don’t quite fit on my mobile screen, but they still work OK.
Verdict 8/10
Website layout
The online shop is focused on bodycare, supplements and products for the home, with food products seeming to be available in store only.
The webshop categories are sensibly organised and easy to browse. Products can be added to my basket from the shop subcategory pages, which I always find helpful. I find that the product search option works quickly and well.
However, the product pages that I look at are missing ingredients lists – not a problem for products that I already know, but making it tricky to decide whether others would be suitable.
Verdict 8/10
Personal attention
This shop’s online reviews are mostly good, with customers only reporting the occasional niggle.
The website includes a bit of information about the physical shop but it does feel slightly impersonal.
The shop’s social media accounts only seem to be updated sporadically – the website does offer the option to sign up for their email marketing though.
Verdict 6/10
Check out
I run into a slight issue when the shopping basket icon (which seems to be the only way to reach the shopping basket) disappears off the edge of the page for me. However, once I find it the rest of the checkout process goes very smoothly.
Order delivery and collection options are shown clearly and payment is available via several well-known providers.
I receive a couple of emails with order processing updates and my parcel arrives in reasonable time. It’s not the prettiest parcel I’ve ever received but the contents reach me safe and sound.
Verdict 7/10
Overall impression
Overall I find this online ordering experience OK – no bells and whistles but no major issues either. I’d be interested to visit their physical shop if I’m in the area to see how that compares.
Verdict 7/10
Total marks 36/50
Read the previous Secret Shopper report here...
The Secret Shopper Award for excellence in online shopping by an independent health store will be announced in our Spring 2025 issue.