A UK fulfilment services team member packs an item in a box, as part of the order fulfilment process

What is order fulfilment?

Order fulfilment is defined as the process of receiving, picking and packing, and delivering orders to customers. It sounds simple, but order fulfilment is about more than putting products in the post – it’s about creating a brilliant experience for your customers.

That’s where James and James Fulfilment comes in.

We provide order fulfilment services to retailers of all sizes. This enables you to outsource the order fulfilment process to the experts, and focus your time and energy on other things.

What are the steps in the order fulfilment process?

There are usually five key steps in the order fulfilment process:

  1. Goods in: you send your inventory to a warehouse or fulfilment centre
  2. Warehousing: your inventory is stored ready for orders to come in
  3. Pick and pack: the items in each order are collected and assembled in a parcel
  4. Shipping: the parcel is despatched to the customer via a courier
  5. Returns: products are returned to the fulfilment centre for processing.

At James and James, all of the steps are managed and optimised by our order fulfilment software, creating a seamless experience for you and your customers.

How does the order fulfilment process work?

A James and James team member unloads a box from a van, as part of the order fulfilment process

1. Goods in

We create an account for you in our order fulfilment software, enabling you to integrate your store, set up your products, and send your inventory to one of our global fulfilment centres.

We receive your stock and check it carefully. We then add barcodes, photos, weights and dimensions for each item to the system. This lays the foundations for accurate, efficient fulfilment later.

Learn more about goods in

2. Warehousing and storage

Next, we find a place for your stock in one of our fulfilment warehouses. We put small, fast-moving lines into pick storage, ready for speedy delivery, while larger items remain on pallets.

Thanks to the information we collect on each item as part of goods in, we can segregate and trace batches, and only charge you for the exact space your items take up.

You can monitor your stock, in real time, using our order fulfilment software.

Learn more about warehousing and storage

An aisle in one of James and James's fulfilment centres
A James and James team member takes items from a picking trolley at a packing desk

3. Pick and pack

Pick and pack is the step in the order fulfilment process that has the biggest impact on customer experience. It ensures the correct items arrive on time and free from damage.

Through our expertise, processes and technology, we pick and pack with an industry-leading accuracy of 99.9%, updating you and your customers on each order in real time.

We also offer a range of recycled and recyclable packaging and void fill options as standard, ensuring each order is packed safely and securely.

Learn more about pick and pack

4. Shipping

Once your orders are picked and packed, the next step is to despatch them to our global courier network.

We ensure that 98.0% of orders are despatched same day. Each one is automatically allocated to the most cost and time-effective shipping service, and your customers can track its progress in real time.

In short, we deliver the fast, affordable and trackable shipping that keeps customers coming back for more.

Learn more about shipping

A Royal Mail worker loads trolleys onto a van, as part of the order fulfilment process
James and James's fulfilment software being used in the fulfilment centre

5. Returns management

92.0% of shoppers say that they’ll buy from a business again if the returns process is easy. Our returns management service creates this simple experience.

We first eliminate returns that should never happen – due to incorrect or damaged items. We then make it easy for customers to initiate and track returns online.

Finally, we receive and process returns quickly, enabling you to refund customers and re-stock products fast.

Learn more about returns management

How does the order fulfilment process work?

A James and James team member unloads a box from a van, as part of the order fulfilment process

1. Goods in

We create an account for you in our order fulfilment software, enabling you to integrate your store, set up your products, and send your inventory to one of our global fulfilment centres.

We receive your stock and check it carefully. We then add barcodes, photos, weights and dimensions for each item to the system. This lays the foundations for accurate, efficient fulfilment later.

Learn more about goods in

An aisle in one of James and James's fulfilment centres

2. Warehousing and storage

Next, we find a place for your stock in one of our fulfilment warehouses. We put small, fast-moving lines into pick storage, ready for speedy delivery, while larger items remain on pallets.

Thanks to the information we collect on each item as part of goods in, we can segregate and trace batches, and only charge you for the exact space your items take up.

You can monitor your stock, in real time, using our order fulfilment software.

Learn more about warehousing and storage

A James and James team member takes items from a picking trolley at a packing desk

3. Pick and pack

Pick and pack is the step in the order fulfilment process that has the biggest impact on customer experience. It ensures the correct items arrive on time and free from damage.

Through our expertise, processes and technology, we pick and pack with an industry-leading accuracy of 99.9%, updating you and your customers on each order in real time.

We also offer a range of recycled and recyclable packaging and void fill options as standard, ensuring each order is packed safely and securely.

Learn more about pick and pack

A Royal Mail worker loads trolleys onto a van, as part of the order fulfilment process

4. Shipping

Once your orders are picked and packed, the next step is to despatch them to our global courier network.

We ensure that 98% of orders are despatched same day. Each one is automatically allocated to the most cost and time-effective shipping service, and your customers can track its progress in real time.

In short, we deliver the fast, affordable and trackable shipping that keeps customers coming back for more.

Learn more about shipping

James and James's fulfilment software being used in the fulfilment centre

5. Returns management

92% of shoppers say that they’ll buy from a business again if the returns process is easy. As part of the order fulfilment process at James and James, our returns management service creates this simple experience.

We first eliminate returns that should never happen – due to incorrect or damaged items. We then make it easy for customers to initiate and track returns online.

Finally, we receive and process returns quickly, enabling you to refund customers and re-stock products fast.

Learn more about returns management

What do other brands say about our order fulfilment process?

A Thunderbirds toy from Anderson Entertainment, fulfilled by James and James

Anderson Entertainment saves 8 hours a week on customer service time

By outsourcing to us, the production company behind Thunderbirds and Captain Scarlet has improved stock control, pick and pack accuracy, and returns handling, leading to a reduction in queries from customers.

My visit to James and James’s fulfilment centre felt a bit like I was stepping into Thunderbird 2’s hangar. They’ve gone on to become our International Rescue.

– Jamie Anderson, Director, Anderson Entertainment

Anne Beauty doubles turnover, cuts time spent processing orders by 75%

By setting up a Shopify store and integrating with James and James, Anne Beauty has saved time processing orders, and re-focused on growth.

I wouldn’t hesitate to recommend James and James. Their level of service, advice and professionalism has taken away many of the risks of scaling our business.

– Shareen Akhtar, Founder, Anne Beauty

An Armadillo Merino t-shirt, fulfilled by James and James

Armadillo Merino shoots for the stars with global fulfilment solution

With a customer base of soldiers, firefighters and even NASA astronauts, Armadillo Merino needed a global fulfilment partner that could deliver on time, every time.

We’re building an international brand with a reputation for high-performance garments. We see James and James as an important partner in this global marketing strategy.

” – Andy Caughey, Co-founder, Armadillo Merino

Auteur Limited grows sales and range of sustainable products

With a focus on design-led, sustainable products, Auteur Limited has “grown massively” with support from James and James, and our off-the-shelf WooCommerce integration.

What’s great about WooCommerce and James and James is that we get notifications if there’s a problem, meaning we can really stay on top of the orders. We’d 100% recommend it.

– Kirstie Pendry, Marketing Associate, Auteur Limited

Cards Against Humanity, fulfilled by James and James

Cards Against Humanity expands fulfilment network with James and James

The crowdfunded card game chose James and James to provide UK and European fulfilment for its own brands and those backed by its Blackbox spin-out.

James and James is a great partner. Their operation is highly organised, their technology is sharp and always developing, and best of all, the people are kind, helpful and smart.

– Ben Hantoot, Co-founder and Partner, Cards Against Humanity

A dog lead - one of the products fulfilled by James and James on behalf of Frenchie Bulldog

“Freaky fast” delivery helps Frenchie Bulldog double European sales in two years

The US-based pet supply brand choose James and James to support its European launch, thanks to the advice of our friendly team. Two years on, its sales have doubled and it's built a loyal fanbase this side of the pond.

James and James has given us quite the reputation! It’s so satisfying to know that we have a strong team behind us as we continue to grow.

– Victoria Shanley, Global Distribution and Social Media Management, Frenchie Bulldog

A shampoo alternative - one of the products fulfilled by James and James on behalf of Hairstory

Hairstory brings its “New Wash” to Europe, increasing order volumes five times

New York's Hairstory launched its haircare products in Europe with help from James and James, increasing order volumes five times in less than two years, while managing everything remotely.

It can be a bit tricky, due to the time difference, but having access to the software is really helpful. We can see the status of any order we need to check on.

– Hailey Harn, Logistics Coordinator, Hairstory

Luckies london

Luckies of London saves 23 days per year of customer service time

The cool and quirky gift company chose to move its fulfilment to James and James, as its previous provider was struggling to cope with the ever-increasing volume of dispatches.

We are now confident we are partnered with the right fulfilment provider. We look forward to many more happy customers around the world receiving their orders from James and James.

– Caroline Burman, Retail Manager, Luckies of London

An eye shadow palette with the MEMI logo

MEMI – a growing cosmetics brand – competes with global giants

When building a unique vegan makeup brand, MEMI enlisted James and James to manage stock and deliver quickly, even during influencer-driven sales spikes.

When people buy online, it’s not just the website experience that’s important, it’s how quickly they get the product. James and James offers a fantastic service and we’ve had great reviews.

– Jack Thompson, Co-founder, MEMI

A ski jacket - one of the products fulfilled by James and James on behalf of OOSC Clothing

Fun and sustainable skiwear brand, OOSC Clothing, conquers seasonal peaks

When its co-founders started spending too much time at the Post Office, OOSC Clothing outsourced its fulfilment, making seasonal spikes in demand for its skiwear less stressful.

We’ve been really impressed with the team at James and James. Their processes are second to none and fulfilment is no longer something we are having to think or worry about.

– Aaron McGaughlin, Co-founder, OOSC Clothing

Protein empire

Protein Empire saves money and grows faster

Protein Empire – an innovative sports nutrition brand – has reduced wastage, improved customer experience and grown 50% month-on-month since working with us.

James and James Fulfilment provides everything required to run a growing eCommerce business successfully.

– William Evans, Managing Director, Protein Empire

A GHD hairdryer - one of the products fulfilled by James and James on behalf of Regis

Regis increases efficiency, accuracy and cost savings

Our technology enables the haircare giant to run its direct-to-consumer business more efficiently, with sales trend data and live stock levels more visible than before.

The online software and data visibility is second to none.
It's the best on the market.

– Graham Kay, Project Manager, Regis

Sureflap cat flap

SureFlap achieves 96% customer satisfaction and 68% profit increase

By providing live reporting, order status updates and tracking information, we’ve made a huge difference to the pet doors and accessories retailer.

James and James’s IT system is intuitive, exceptionally easy to use and the data retrieval is incredibly fast.

– Andy Bank, Commercial Director, SureFlap

A muscle-fit shirt - one of the products fulfilled by James and James on behalf of TAILORED ATHLETE

TAILORED ATHLETE makes big gains stateside

The muscle-fit apparel brand has grown 2,500% year-on-year, with help from our global fulfilment centres and user-friendly software.

It's made things more efficient. We now work with a supply chain specialist, who uses the James and James system to watch stock on a weekly basis, and tell us what to order and when.

– Harry Simonis, Founder, TAILORED ATHLETE

The Literary Gift Company

The Literary Gift Company gains the “brainspace” to double turnover

The Literary Gift Company has solved storage issues, reclaimed valuable time and doubled its turnover in four years, by outsourcing its fulfilment to us.

There’s no way we could’ve managed the volume of orders we receive at Christmas now. Outsourcing was definitely the right thing to do.

– Dani Hall, Founder, The Literary Gift Company