Since its inception, Internet shopping has been seductive thanks to its many advantages. And since March 2020, it has been praised as it has replaced physical distribution, which was greatly affected by Covid-19. But is it really that clear? Does it meet all the necessary requirements to fully satisfy the consumer? parcelLab France, an expert in customer relations, has conducted a survey among 50 cosmetic brands in the UK to assess the state of play of online sales… and to highlight the points to be improved.
To conduct this study, the parcelLab team placed orders between October and November 2021 on the e-commerce sites of 50 leading brands and retailers in the health and beauty sector. And to make the experience comprehensive, the packages were returned between November and December 2020 so as to test the payment, delivery and return services offered.
parcelLab ordered from the following retailers:
• All Beauty
• Armani Beauty
• Aveda
• Avon
• Bare Minerals
• Beauty Bay
• Beauty Flash
• Benefit
• Birch Box
• Bobbi Brown
• Boots
• Charlotte Tilbury
• Clinique
• Crabtree & Eveyln
• Cult Beauty
• Dermalogica
• Elemis
• Elf Cosmetics
• Escentual
• Estee Lauder
• Feelunique
• GHD Hair
• Glossier
• Gorgeous Shop
• Iconic London
• Kiehl’s
• Jo Malone
• L’Occitane
• Lancome
• Liz Earle
• Lloyd’s Pharmacy
• Look Fantastic
• Lush
• Mac Cosmetics
• Mankind
• Naturismo
• QVC UK
• Sally
• Shisedo
• Space.NK
• Superdrug
• The Beauty Store
• The Body Shop
• The Fragrance Shop
• The Perfume Shop
• Too Faced
• Trinny London
• Urban Decay
• Victoria Health
• YSL Beauty
Results
Four main …
