With a heritage rooted in health and wellness, Holland & Barrett needed a strategy that could keep pace with growing consumer expectations while reducing operational costs and complexity.

Here’s how THG Fulfil helped future-proof their fulfilment. 

The Challenges

As one of the UK’s leading health and wellness retailers, Holland & Barrett required a scalable and efficient fulfilment solution capable of handling high SKU volume and omnichannel complexity.

Relying on manual processes and third-party software created bottlenecks in efficiency, inflated costs, and limited visibility. The standard 5-day delivery promise didn’t align with modern consumer expectations. Moreover, as labour costs continued to rise, the business needed a way to protect its margins without compromising customer experience.

The Solutions

THG Fulfil implemented its fully automated fulfilment solution, delivering a faster, smarter and more connected supply chain.  

Key initiatives included:

• Migrating 8,500 SKUs to THG Fulfil’s intelligent network, improving operational efficiency and expanding throughput capacity.
• Eliminating costly third-party licenses through THG’s proprietary technology.
• Utilising THG Fulfil’s courier partnerships to reduce last-mile delivery costs.
• Transitioning to a true omnichannel fulfilment model—fully integrating with Holland & Barrett’s 727 physical stores for next-day click & collect, boosting foot traffic and shopper convenience.

The transformation also enabled participation in THG’s innovative ‘Upgrade’ program: 50% of standard delivery orders, including 100% of first-time orders.

The Results

Delivery speed improved to an average of 1.5 days from click to doorstep.

Cost benefits are delivered via lower fulfilment processing costs and courier efficiencies.

Customer experience uplift through next-day click & collect from all UK stores.

Retention and loyalty are sustained by consistently exceeding delivery expectations.

THG Fulfil has helped Holland & Barrett drive operational excellence and superior customer experience at scale.