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.

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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

Why outsource your order fulfilment?

Letting a specialist provider take care of your order fulfilment can help you reclaim your time, reduce your costs, manage your inventory, improve your shipping and delight your customers. You can find out how in our free white paper.

The front cover of the white paper, 5 Ways Outsourced Fulfilment Can Help Your Growing Business
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, which is strangely appropriate, as they’ve gone on to become our International Rescue.” – Jamie Anderson, Director

Read Anderson Entertainment's success story

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 been outstanding – it’s taken away many of the issues and risks of scaling our business.” – Shareen Akhtar, Founder

Read Anne Beauty's success story

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

Armadillo Merino shoots for the stars

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 that solve health and wellbeing issues. We see James and James as an important partner in this global marketing strategy.” – Andy Caughey, Co-founder

Read Armadillo Merino's success story

Auteur Limited grows sales and product line

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

Read Auteur Limited's success story

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

Read Luckies of London's success story

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 from customers.” – Jack Thompson, Co-founder

Read MEMI's success story

OHMME gets a good night’s sleep

The men’s yoga apparel brand has enjoyed accurate, reliable fulfilment with James and James, even when a Dragons’ Den appearance led to a surge in demand.

“What was important to me was to be able to track my packages, see when things were being fulfilled, and at what rate. From this perspective, James and James offers the most reliable possible service.” – Louis d’Origny, Founder

Read OHMME's success story

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

Read Protein Empire's success story

Regis eCommerce stock

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 and the best on the market.”
– Graham Kay, Project Manager.

Read Regis's success story

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

Read SureFlap's success story

A model wearing a muscle-fit t-shirt from 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

Read TAILORED ATHLETE's success story

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

Read The Literary Gift Company's success story

Want to know more?
Request a call back today

Contact us now and one of our experienced Fulfilment Consultants will call you back. They’ll take time to understand your business, show you around our software and provide a tailored proposal.

Darren - one of our Fulfilment Centre Managers