How Refill Therapy Builds Customer Loyalty Across Three UK Retail Locations
Learn how a zero-waste London refill store, Refill Therapy used Stamp Me to turn eco-conscious shoppers into loyal repeat customers through their program.
Background
Refill Therapy is a zero-waste refill store with three thriving locations across London. Customers bring their own containers and refill them in-store, making sustainable shopping simple, affordable, and genuinely enjoyable. It's retail with a purpose and Londoners are loving it.
As their community of eco-conscious shoppers continues to grow, Refill Therapy is on a mission to make every visit feel rewarding, and that's exactly where Stamp Me comes in.
The Brief
When Refill Therapy joined Stamp Me in May 2024, they were looking for a simple, effective way to reward their loyal customers and keep them engaged between visits.
With a passionate and growing customer base across three London locations, they needed a digital loyalty solution that felt as thoughtful and community-driven as their brand.
Key Objectives
- Reward customers for choosing to refill and encourage sustainable shopping as a long-term habit
- Build a digital loyalty solution that feels as community-driven and values-led as the Refill Therapy brand
- Incentivise higher spend per visit with a tiered reward structure
- Re-engage lapsed customers and reduce drop-off between visits
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How the
Refill Therapy
Loyalty Program Works
Refill Therapy's loyalty program is simple, rewarding, and designed to make every visit count. Customers earn one stamp each time they spend £5 or more in-store — and after their 6th stamp, they unlock a 10% discount as a thank you for being a refill regular.
The more they refill, the more they save — making sustainable shopping not just good for the planet, but good for the wallet too.
Stamping Method
Refill Therapy uses the StampPod™ — a small device that sits on the store counter and uses tap-and-go technology to issue stamps instantly.
To collect a stamp, customers simply press 'Stamp Me' on their stamp card in the Stamp Me app, then hold the back of their phone over the StampPod.
A vibration and ping confirm the stamp has been added.
It's a fast, frictionless experience that keeps things moving in a busy retail environment, while ensuring every stamp is securely recorded and every reward accurately tracked.
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How Rewards are Redeemed
Engagement Features
Birthday Club
The Birthday Club is a feature that creates a positive brand relationship by making members feel valued on their special day.
Nobody should go unrecognised on their birthday! Members enrolled in the Birthday Club automatically receive a personalised 10% discount voucher on their special day — a small but meaningful touch that strengthens the customer relationship and encourages a celebratory visit in-store.
Scratch & Win
Adds gamification to your stamp card to further drive engagement. Set rewards, win ratios and how often the game is available.
Learn More
Lapsed Customers
Reengage customers after a period of inactivity. Especially useful for businesses with repeat bookings such as hair salons, dentistry, etc.
If a member hasn't visited in 60 days, Stamp Me automatically sends them a friendly nudge: "We haven't seen you around in a while - we miss you! Here's a voucher and a bonus stamp so we can welcome you back in store soon." It's a warm, low-effort way to re-engage customers who may have drifted and give them a compelling reason to return.
Email Integration
Integrate your loyalty program with your preferred mailing platform. Send promotions and newsletters to drive engagement!
Learn MoreResults
Since joining Stamp Me in 2024, Refill Therapy has built a thriving loyalty community across their three London locations. The numbers speak for themselves:
- 2.3K+ active members
- 24.5K+ stamps issued
- 2.8K+ rewards redeemed
In a relatively short time, Refill Therapy has cultivated a loyal base of repeat customers who are not only returning regularly, but actively engaging with the program and redeeming their rewards.
