A James and James team member scans the barcode of a returned product

Make returns quick and easy for you and customers

Consumers return a massive $643 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.

At James and James, our returns management service creates this simple process.

Your shoppers get a brilliant customer experience. You reduce the time and money spent on returns management and customer service – and get new insights into the reasons for returns.

Why choose our returns management service?

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

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 99.9% 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, customizable 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
A customer starts and follows a return on their mobile phone using James and James's ViewPort platform

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, customizable 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 James and James team member scans a product barcode inside the fulfilment warehouse

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 personalized 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.

How has our returns management service helped other brands?

Growth-focused Kopi Luwak Company finds time to build on US presence

With ongoing fulfillment and shipping pain points becoming too much, The Kopi Luwak Company decided to outsource and in doing so, gained back time to hone in on UK and US growth strategies.

Before we switched to James and James, I spent multiple hours a week, checking over shipped orders, updating tracking details, ensuring orders processed correctly. This directly impacted my ability to focus on the core business and the growth of the business. 

– Owen Carter, Director, The Kopi Luwak Company

Frau Green realizes importance of agile and accurate approach to fulfillment

As a business with long-term growth aspirations and a TV channel deal that would see the brand increase its orders to 25,000 every month, Frau Green sought an outsourced fulfillment partner to help with demand peaks and troughs.

Compared to how we had been doing things, James and James's approach felt like a million miles away but in a good way. It was only when I engaged with the team that I realized how much I needed organized order and inventory reporting.

– Sophie Green, Founder, Frau Green

A Dope Rope's retro jump rope, fulfilled by James and James

Dope Ropes takes a leap of faith amidst pandemic chaos

The retro jump ropes brand turned to James and James, when demand for its home fitness products surged during the COVID-19 lockdown.

I have an edge over people who drop ship products, which can take ages to arrive, and I can also compete with the likes of Amazon on speed.

– Keon Ghaharian, Co-founder, Dope Ropes

A jar of Bare Conductive's electric paint, fulfilled by James and James

Bare Conductive builds a global brand and community

James and James has helped the Printed Electronics pioneers reach thousands of engineers, designers and developers, and get time back for design, marketing and sales.

James and James has been a crucial partner in growing our community, cutting our costs and putting our business at the forefront of Printed Electronics.

– Bibi Nelson, Co-founder, Bare Conductive

A Cambridge Mask Co mask, fulfilled by James and James

Cambridge Mask Co meets 2,500% increase in demand with James and James

The provider of military-grade face masks has been able to ship five-figure batches of masks rapidly, as COVID-19 created unprecedented demand from consumers and healthcare organizations.

James and James is an essential element in our ability to help the UK and international community respond to COVID-19.

– Christopher Dobbing, Founder and CEO, Cambridge Mask Co

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 fulfillment centers 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

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 Fulfillment provides everything required to run a growing eCommerce business successfully.

– William Evans, Managing Director, Protein Empire

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 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 fulfillment center 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

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

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

Armadillo Merino shoots for the stars with global fulfillment solution

With a customer base of soldiers, firefighters and even NASA astronauts, Armadillo Merino needed a global fulfillment 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

Cards Against Humanity, fulfilled by James and James

Cards Against Humanity expands fulfillment network with James and James

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

James and James is a great partner. Their operation is highly organized, 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 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 fulfillment, 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 fulfillment is no longer something we are having to think or worry about.

– Aaron McGaughlin, Co-founder, OOSC Clothing

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

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

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

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 fulfillment 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

Learn more about the order fulfillment process

Returns management is just part of our order fulfillment service. We also take care of everything – from receiving and storing stock from your manufacturers to shipping products to your customers.

Goods in - the first step of the order fulfilment process

Goods in

Send your inventory to one of our international fulfillment centers.

Learn more

Warehousing and storage - the second step of the order fulfilment process

Warehousing

Your stock is stored safely and securely, ready for orders to come in.

Learn more

Pick and pack - the third step of the order fulfilment process

Pick and pack

We receive orders from your online store and get them ready to send.

Learn more

Shipping - the fourth step of the order fulfilment process

Shipping

We ship orders quickly to your customers via our courier network.

Learn more

Returns management - the final step of the order fulfilment process

Returns

Returned orders come back to our fulfillment centers for processing.

Learn more