We’re a self-funded, independent professional beauty brand primarily focused on B2B sales to aesthetic clinics, salons, and pharmacies. We’re growing our D2C customer base and building a community for customers who have specific skincare needs. 

We were recently on Dragons' Den and received investment from Touker Suleyman, which has been a once-in-a-lifetime opportunity for our brand’s growth.

We used to use WordPress and the Royal Mail ‘Click and Drop’ plug-in. This worked at first, when we had a smaller inventory and a smaller customer base. Since we’ve grown, that process started to create a bottleneck. 

Shipping was laborious and time-consuming. We would manually adjust weights for each order, print a manifest, and international orders required about 30 minutes of paperwork per shipment. The lack of tracking communication meant customers emailed us for order updates, requiring staff to look up tracking information and reply, which was time-intensive and negatively impacted the customer experience.

Switching from WordPress to Shopify was the first big change. We knew we had to build reliable foundations to enable business scaling. From there, we discovered Shiptheory, and despite being a big investment for a small company, it’s really paid off.

We started working with Whistl as our multi-carrier, and the smooth integration between Shopify, Whistl and Shiptheory has saved us over 3 hours a day of manual input between platforms and orders. Everything is fully automated now, including tracking and returns, which has improved our customer experience and enabled us to repurpose our time. 

The dedication to account management and support made us confident that Shiptheory was the right investment over other solutions. From day one, our consultant was transparent and communicative about our business needs. We discussed potentially using another platform for B2B sales, and Shiptheory suggested they would look into creating a bespoke integration for us. 

The other driver was the international shipping expertise. Reliable solutions to worldwide shipping from the UK are rare - shipping to the EU and overseas had become incredibly time-consuming and was starting to limit business in overseas markets. All documents for global shipments are now fully automated with Shiptheory, so that's down to less than a minute from 30 per order.