Frequently asked questions.
We work with online retailers of any size, so whether you are a start-up or established brand, we would be more than happy to chat further with you. On our basic fulfilment package, you will pay a fixed fulfilment charge, which includes up to 250 orders per month.
No, not usually. We do not charge for platform integrations, as long as we already have a pre-existing connection. Unless you are using a bespoke ecommerce platform, there is a high chance we already integrate with the one you are using. We have over 20+ ecommerce shopping cart integrations together with 20+ inventory systems. For more complex or bespoke setups, we would discuss any potential setup costs with you before you make your decision.
For other aspects of the setup, including the booking in of your initial stock, this is charged in the same way as any other inbound delivery.
Our late 10pm cut-off is available for retailers who are using the Shopify or Magento 2 platforms, and wish to use Hermes as the parcel carrier. This includes economy, next day and Saturday delivery services. We also offer a 8pm last order cut-off if you wish to use Royal Mail as the parcel carrier. See 'How late cut-off works' for further information.
No, our standard contract is a 30-day rolling contract. We believe that we don't need to tie you into complicated long-term contracts. If you would like us to provide you with something a little longer term, we would be more than happy to sort this out for you.
Yes of course. We help with all apsects of returns, across an array of product sectors.
Yes, our system is cloud-based, so you can access our system across any device with a web browser. We can provide you with muliple logins with different user permissions should you need different access for members of your team.
Yes we do. Across our chosen carrier partners we offer various services for international parcel delivery.
Yes we can. We have a simple integration for Amazon's Seller Central, so this means we can also fulfil your Amazon orders as well as your other selling channels, so you can use us as an alternative to Amazon FBA. Subject to certain seller performance, you can also offer Prime listings on Amazon too, through Seller Fulfilled Prime (SFP). This puts you in greater control of your customer experience, no matter which channel you sell via.
No. We are not a bonded warehouse, and don't plan for this to change at this time.
We have over 20 pre-built shopping cart integrations, which includes Shopify, Magento, WooCommerce plus many more. We also have several integrations with the main marketplaces, including Amazon & Ebay, plus also integrations with several inventory systems such as Linnworks & Storefeeder.
For the majority of the platform integrations, with access to your system, we can walk you through the integration setup, it's ususally very simple. If you have a bespoke system, or a high customised setup, then it is likely you will already work with a developer, we will need to talk direct with them about how the connecting the systems would work.
In very simple terms, there are 2 main elements to the integrations. First is the order importing, so once a customer completes an order on your website, this is imported into our system so that we can fulfil it. Once an order has been fulfilled by us, we then send back a notification to your system to say the order has been fulfilled and despatched. Second is the stock sync, this just makes sure that both our systems are showing the correct amount of stock, so if we have accepted a delivery of your stock, we publish this to your website to esure this is available for sale.
Most of our connectors allow this function. Typically this is set to happen every 3 hours to avoid overselling low quantity items. Once inbound stock has been booked in and accepted on our system, this is published to your website on the next stock sync, ready for sale.
We send order status changes back to your website every time our connector 'fires', which is typically between every 15 to 30 minutes. If configured to do so, your website will then send any relevant notifications to your customer about the update to their order.
No. Depending on the status of the order at that particular time, you would need to log into our system, and make the amendments to the order directly. If an order is showing as despatched, amendments unfortunately cannot be made.
Yes. We can sync both orders and stock across mutiple selling platforms.
Yes you can. This can be done via your login, individually or as a bulk upload.
We do. As part of our fulfilment service we provide a comprehensive insruance cover for the replacement value of your products whilst they are stored within our warehouses. We would ask you to provide this value on a regular basis to ensure we have the right cover in place.
We don't no. Each parcel carrier will provide a fixed insurance value against them either damaging or losing your products whilst in transit. Should this happen, we manage any claims direct with the parcel carriers on your behalf, you will however need to provide certain information about the product to support these claims. We cannot accept any form of liabilty for lost or damaged parcels, whilst not common, this is a normal aspect of using a parcel carrier.
We believe it is really important to provide choice, for you and your customer. Therefore we work with most of the main parcel carriers to ensure there is a service which suits your needs, which includes DPD, Royal Mail, Hermes, and DHL. If you have a specific parcel carrier requirement, please talk to us about how we could possible help.
No. You have to use our carrier accounts should you want to use our fulfilment service. We try and offer every possible option, so there is something to suit you already. By consolidating everything through our accounts, this means we can provide all our customers with a great value shipping service, no matter what volumes they currently ship.