Store location: West Midlands
Enquiry: Eco-friendly bodycare
In Round Two of our 2025 Secret Shopper Awards, first impressions score highly but in the end the deal can’t be closed due to that bane of online stores – a payment problem and an abandoned cart.
First impressions
My first impression is of an inviting homepage in attractive colours, with key information shown prominently.
The homepage includes quite a lot of content, including popular online shop categories, new and featured products (with a focus on current trends), and a bit about the shop’s background and ethos. This is all clearly organised though, so I don’t find it overwhelming.
It’s also straightforward to find useful information such as help with online ordering, delivery options and the shop’s contact details.
Verdict 9/10
Website layout
I easily find the online shop categories from the website menu and the product organisation makes sense to me. The online shop covers a large range of products – everything you’d expect to find in your local health store.
A search box is fairly easy to find. It works quickly, showing previews of related products as I type.
Product pages include a detailed description, although some don’t quite match up with products correctly, seeming to me as if AI might have been involved in writing them.
Product pages also include quality images and an indication of stock levels, but the ones I look at are missing ingredients lists or information on suitability for special diets.
Verdict 7.5/10
Personal attention
This shop has mostly positive online reviews, with several from people who sound like long-standing customers.
The website includes lots of blog posts about natural products and ingredients. I find that these can get a little bit repetitive when reading a lot of them, but they work nicely for dipping into.
Their social media accounts look to be updated much less often than their blog though, and I can’t spot any way to sign up for email marketing.
Verdict 7.5/10
Check out
I easily find a good choice of eco-friendly bodycare products and start adding them to my basket. At that stage I realise that some products are only available in cases, which hadn’t been clear to me from the information on the product or shop category pages.
The shopping basket is straightforward to use, and I’m offered the choice of creating an account or checking out as a guest. Terms and conditions are easy to view from the checkout page and delivery charges are shown clearly.
I’m offered a choice of two popular payment providers – however the one that I choose returns an error when I try to check out. I end up abandoning my online order due to this glitch after a few tries.
Verdict 5/10
Overall impression
My online ordering experience with this shop got off to a great start, but was let down by a few annoyances and particularly by a technical issue preventing me from checking out. Hopefully they’ll get this fixed soon – I’ll return another time to retry.
Verdict 6/10
Total marks 35/50
Read more articles from our latest issue...
The Secret Shopper Award for excellence in online shopping by an independent health store will be announced in our Spring 2026 issue.