E-commerce

First compliant Shopify store for a busy high-street pharmacy

OTC demand was there, but the pharmacy had no structured way to sell online without creating distance-selling risk or staff overload.

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ShopifyHigh-street independent · South East

Customers asked for click-and-collect on skincare and travel health products. The owner knew eBay was not enough — they wanted their own brand experience.

Designing for pharmacy, not fashion

We structured collections around OTC categories patients understand, with clear patient information links and no POM checkout. Service pages sat alongside the shop so Pharmacy First promotion stayed on the same domain.

Operations the team could run

Order notifications, pick lists, and collection-time messaging were tested with Saturday staff before go-live. Training covered refunds, age-restricted lines, and when to redirect clinical questions to the consultation room.

Launch week

Soft launch to existing patients via email and in-store QR codes. First-month orders were modest but predictable — enough to justify rostering pick-and-pack time without disrupting dispensing.

Project timeline

  1. Weeks 1–4

    Catalogue mapping, theme build, and compliance copy review.

  2. Week 5

    Staff training and test orders.

  3. Week 6

    Public launch with local SEO and social support.

Outcomes

Channel

Owned OTC revenue stream with branded click-and-collect.

Risk

Distance-selling messaging and product data signed off before launch.

Efficiency

Structured orders replaced ad-hoc DMs and phone stock checks.

What other pharmacies can take from this

Client names withheld for confidentiality. Outcomes reflect the engagement described; your results depend on location, competition, and team capacity.

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