Netherlands
https://luxe-cosmetics.com/
Business profile
Luxe Cosmetics was founded in 2022 in response to a gap in the beauty industry for natural, simple, and easy-care eyelash and eyebrow products. Its founders wanted to produce dermatologically-tested beauty products that would help women have the perfect brows and lashes without the mental and physical health repercussions of ordinary beauty supplies.
Luxe Cosmetics’s products are 100% vegan and cruelty-free and last for up to eight weeks with a single hassle-free application that guarantees instant beauty.
Brand: Luxe Cosmetics
Industry: Beauty
Platform: Shopify Plus
Country: Netherlands
Year Founded: 2022
Employees: 11-55
Usage: Since March 2023
Carriers: 5+
Integration: N/A
After Luxe Cosmetics’s launch in October 2022, word about the effectiveness of its easy-to-use products spread fast among beauty enthusiasts online. By 2023, the company’s paid traffic volume hit a record high.
Although its eyelash and eyebrow care products won the hearts of customers, the blurry shipping process was the cause of much agony and distrust. At that time, it was evident that things needed to be changed.
The challenge: How to deliver an on-brand post-purchase experience
Luxe Cosmetics had built its reputation on dermatologically tested products that had customers saying, “It works!” But its post-purchase didn’t work. Once shoppers placed an order, the tracking process failed to provide the visibility they needed.
Luxe Cosmetics lacked an order tracking solution to keep customers informed about their shipment status. With deliveries to the U.S., UK, and Canada taking seven to nine business days, this lack of visibility heightened customer anxiety and risked undermining the positive reputation the brand was building in the health and beauty industry.
It needed an order tracking solution to continue its upward trajectory and prevent losing customers due to such a weakness.
The search: Going beyond the shipping fog
The Luxe Cosmetics team got down to work at once. They reviewed customer feedback and came up with a list of features they wanted in a tracking app.
The must-have features included:
- Customizable Tracking Page: The order tracking app should enable customers to check order status as they like through a tracking page that aligns with its brand.
- Automated Shipment Notifications: The app should also send each customer emails automatically so they could follow the package at each stage of the delivery process.
The solution: Opting for the less blurred path with CWILL Order Tracking
In March 2023, after testing available tracking apps, Luxe Cosmetics settled on CWILL Order Tracking because of the following features it has:
- Intelligent Delivery Performance Analysis: With CWILL Order Tracking, it was easy to generate carrier performance reports and identify the top-performers.
- Tracking Page Customization: CWILL Order Tracking features a fully customizable branded tracking page that supports custom HTML and CSS codes. This met Luxe Cosmetics’s branding needs. After several redesigns, customers can now track their orders on an impressive branded tracking page that matches the rest of the Luxe Cosmetics websites.
- Automated Shipping Notifications: Once the order was confirmed, CWILL Order Tracking activated all notifications, ensuring customers could be in the loop of all delivery milestones.
- Low-Code Solution: CWILL Order Tracking can be set up in minutes for tracking orders in the past. Luxe Cosmetics did not need to spend extra on development.
The results: Increased order lookups encourage repeat purchases
Yana Efremova, Manager at Luxe Cosmetics, shared, “On average, a customer checks an order 6 times on our tracking page. We generate 27% repeat sales from this new channel.”
“We hoped to engage our customers more post-purchase, but we did not anticipate a 74% open rate for the shipping notifications we sent. CWILL Order Tracking exceeded our expectations,” added Yana Efremova, Manager at Luxe Cosmetics.
Luxe Cosmetics achieved significant results after implementing CWILL Order Tracking:
- 6x Average Order Lookup: The tracking page encourages customers to check orders by themselves, enabling them to know when to anticipate a delivery. It has become a go-to destination for all customers.
- 74% Open Rate of Shipping Notifications: After enabling notifications, Luxe Cosmetics’ average open rate reached 74%. This shows that customers are actively engaging with order updates.
- 27% Repeat Sales from Tracking Page: CWILL Order Tracking enabled Luxe Cosmetics to recommend products to customers. This resulted in 27% repeat sales.
The future: Enabling end-to-end tracking for all stores
Luxe Cosmetics has become a popular eyelash and eyebrow cosmetics brand for women worldwide. To deliver an exceptional post-purchase experience, the company has implemented CWILL Order Tracking in all its 10 Shopify stores.
“We noticed all the positive changes after adding CWILL Order Tracking to our U.S. store, and decided to use this tracking app across other ones,” said Yana Efremova, Manager at Luxe Cosmetics.
