Make product returns quick and simple for you and your customers

Consumers return a massive £490 billion worth of products every year, according to IHL. Fortunately for retailers, 92% of shoppers say that they’ll buy from a business again if the returns process is easy. James and James’s returns management service creates this simple experience.

We first eliminate returns that should never happen – due to incorrect or damaged items – through our accurate order fulfilment service. 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.

Your shoppers get a brilliant customer experience. You reduce the time and money spent on returns handling and customer service – and get new insights into the reasons for returns. Here we explain how our returns management service works. Got any questions?

A plain, undamaged box ready for shipping and delivery

Eliminate incorrect and damaged items

According to Chain Store Age, an astonishing 23% of eCommerce returns are due to incorrect items being shipped. A further 20% are due to products being damaged in transit.

At James and James, we eliminate these returns through our accurate pick and pack process. Through a combination of weight, visual, barcode and address checks, the right person gets the right items 99.999% of the time.

In addition, our highly trained team ensure that every order is packaged carefully and appropriately, reducing returns due to damages.

Offer customers easy online returns

Wave goodbye to paper slips in the parcel! Instead, our returns management service enables your customers to initiate returns online, from any device.

When we receive an order from your store, we email each customer a unique link to ViewPort. This online portal, customisable with your logo and brand colours, enables shoppers to track their order – and start and follow a return.

Customers are asked to select a reason for their return, from a drop-down list that you provide. This gives you helpful, structured data, to reduce returns in future.

A customer starts and follows a return on their mobile phone using James and James's ViewPort platform

Control and track the returns process

With our returns management service, you retain full control of the process. You can specify standard return postage options. You can choose what happens to returned items – do we inspect and re-stock them, or forward them to you?

Every order we send has a unique number and barcode. This means we can quickly identify returns that require personalised treatment. And both you and your customers can track them online, reducing “Where’s my refund?” support tickets.

In short, we take care of returns handling quickly and efficiently, so you don’t have to.

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

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

“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 an internaitonal 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 Auter Limited'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 enjoys accurate, reliable fulfilment with James and James, even when a Dragons’ Den appearance leads 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, OHMME

Read OHMME's success story

Protein empire

Protein Empire saves money and grows faster with James and James

“James and James Fulfilment provides everything required to run a growing eCommerce business successfully.”
– William Evans, Managing Director | Read the case study

OHMME gets a good night’s sleep with James and James Fulfilment

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

“[Fulfilment] used to be a massive worry of mine. With our previous provider, I didn’t feel confident in the service. [Moving to James and James] has made a big difference to how well I sleep at night, knowing that deliveries are being done, that pick and pack is accurate, and that all my stuff is safe. It never happens that there’s a mistake, that a customer receives the wrong item. For me, it’s one less problem to worry about.”– Louis d’Origny, Founder, OHMME | Read the case study

Anderson Entertainment saves 8 hours a week on customer service time

The brand behind Thunderbirds and Captain Scarlet used to handle product returns and exchanges by email, resulting in a high workload for them and a slow turnaround for customers.

This has changed dramatically since moving to James and James’s returns management service. It now saves 8 hours each week on customer service time.

“James and James Fulfilment have become our International Rescue.”
– Jamie Anderson, Director | Read the case study

Don’t just take our word for it

We’re one of the best-recognised order fulfilment companies around. Since 2010, we’ve been awarded for growth and innovation, certified to handle food and organic produce, and sponsored for digital business growth by Northampton County Council and the EU.

Learn more about the order fulfilment process

Returns management is one of the steps in the order fulfilment process. Discover what else is involved below and why our order fulfilment service is different.

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

Goods in

Send us your stock, and our experienced team check it carefully and find a home for it in one of our fulfilment centres, ready for your first flurry of orders.

Pallet and pick storage aisles within James and James's UK fulfilment warehouse

Warehousing and storage

We store your items in our UK, US or New Zealand fulfilment centres. Thanks to our cloud-based technology, you’ll always be able to track your stock levels and location.

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

Pick and pack

We automatically retrieve orders from your store, pick and pack them with an industry-leading accuracy of 99.999%, and update you and your customers in real time.

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


Packed orders are automatically allocated to the most cost and time-effective shipping service, and sent to the carrier. 98% of orders are shipped the same day.

Ready to use our returns management service?

Let us know about your needs, and one of our consultants will get back to you within one working day.