Navigation and Content

Case Study: Potters Cookshop

Who have used DHL eCommerce UK’s delivery and returns services for over three and a half years.

Potters Cookshop was first established by Inifer Potter in 1909. Having been in the Potter family ever since, it's graduated from a small village store to a modern cookshop. Potters now sell the biggest brands in kitchenware and host regular culinary events, with previous guests including Raymond Blanc, Ken Hom and Great British Bake Off winner Candice Brown.

What Potters Cookshop has to say

How Potters cookshop adapted during Covid-19

Any business is continually changing," says current owner Clive Potter. "Over the years we've moved and expanded." Despite this constant development, nothing could've prepared Potters for the swift increase in demand that Covid caused. 

"From the moment the pandemic happened, we were on roller-skates. Kitchen sales went through the roof. Although classed as 'essential' throughout the pandemic, customer safety was our priority. We stopped customers coming in the shop. It was online or they came and picked it up from the back door. Even when we re-opened, we had security on the door controlling the amount of people that came in, making sure they had masks on, making sure they were sanitizing."

Although now functioning on a much larger scale than it was in 1909, Potters has retained all the charm of a traditional village store. Subsequently, it's important to Clive that this experience translates online. To do this, they make sure the information on the website is good and it's easy to navigate.

Building Trust with DHL eCommerce UK

"We're very happy," Clive explains - before pointing us towards their impressive Trustpilot reviews. "The tracking is excellent because we get feedback from the customers about how well informed they've been."

Keeping customers informed with DHL eCommerce UK

Clive believes customers are happy with the online experience because it's a simple process that works. The delivery has an important part to play in that, but it also helps that DHL eCommerce UK can provide trust, confidence, and personability. 

This is a big selling point for Clive, going on to explain the effectiveness of their regular collection driver too. "The DHL eCommerce UK driver is excellent,"

In-store business has of course increased for Potters Cookshop as lockdown measures have eased. That's not to say, though, that the online experience will be taking a backseat. "We're committed to online and in-store," Clive says, "In-store business has gone up again but we want to do both." I ask how DHL eCommerce UK are supporting this continual focus on their online channels; 

Looking to Christmas 2021 with DHL eCommerce UK

All quotes provided by Clive Potter - current owner of Potters Cookshop. 

(opening quote taken from Alison Hobbs - Potters Cookshop)


It’s good to talk! Arrange a call back with our team of eCommerce experts to find out how we can help you grow your business. We know that one size doesn’t fit all, so tell us your goals and aspirations and we’ll work with you to find the perfect solution for your needs.

(For parcel delivery or other customer service questions, you’ll find answers and contact details in our help centre.)

Please fill out this field.

Please fill out this field.

Please use a valid email address.

Please fill out this field.

Please fill out this field.

Please select an option.

Any other details or special requests?

Please fill out this field.

Forms Summary

We will not use this information for anything other than contacting you via the email address or phone number provided to discuss a business enquiry. By submitting your details, you comply with our privacy policy.