Case Study: Holland & Barrett achieves rapid store-based fulfilment and greater network flexibility with Metapack

Holland & Barrett leverages store inventory in ecommerce boom

Holland & Barrett, one of Europe’s leading health and wellness retailers with over 800 UK and Ireland stores, faced a rapid shift to online shopping as footfall fell during COVID-19 while demand remained high. To speed up its omnichannel roadmap it partnered with delivery‑management software provider Metapack to leverage store inventory and expand Click & Collect and ship‑from‑store capabilities.

Metapack’s ship‑from‑store solution was implemented in under two weeks and is now integrated into 75 stores, giving Holland & Barrett greater network flexibility (stores can be activated or deactivated as needed) and additional capacity via a DHL pop‑up fulfilment centre and Deliveroo. The changes reduced customer contact relative to orders, allowed the number of shipping stores to vary from around 20 to roughly 50 depending on demand, and improved fulfilment performance against customer service KPIs.

Holland & Barrett

Paz Khorana

Head of Multichannel Operations