FAQs

Answers to popular fulfilment questions

Fullers Fulfilment

Getting started

How do I get set up with Fullers?

diagram of steps to get started

What brands do you work with?

Fullers Fulfilment works with big brands such as Mars Wrigley and BMW, as well as ecommerce SMEs that need a scalable fulfilment solution to match their upward momentum.

Read more about who we work with.

Can you provide fulfilment services for ecommerce start-ups?

If you ship fewer than 150 orders per month, any arrangement between us wouldn’t be cost-effective or time efficient right now.

However, we would like to support you as your business grows so that hopefully we can work together in future. Please take a look at our blog and follow us on Instagram @fullers_fulfilment to get guidance on ecommerce, fulfilment and distribution.

Read more about who we work with.

Do you handle international orders?

Yes, we do.

EU

Since Brexit, all goods being sent to the EU and Northern Ireland require customs clearance.

Fullers is making sure all packages bound for the EU and Northern Ireland are product compliant and all the required details are included.

Rest assured, you can leave all the associated fulfilment responsibilities in our capable hands. We will follow all mandatory requirements for documentation such as the customs declaration form, GB EORI number or XI EORI number, Harmonised System (HS) code/commodity code and the S10 barcode.

When you work with us, we will ask for your XI EORI number, RRP and commodity codes as part of the onboarding process.

As you introduce new products into your range, we’ll obtain all the product information that will potentially be needed for customs paperwork, codes and barcodes. If you’re not sure about anything, we’re always here to advise you.

Our Warehouse Management System (WMS) incorporates all aspects of the export fulfilment process. All this information is held within the WMS, allowing us to take care of all your customs paperwork as a standard part of processing overseas orders as and when they come in.

The WMS is accessible 24/7 and will tell you the order status, as well as giving you real-time stock visibility. We’re also using it to send out useful information and updates about export requirements.

Rest of World

Fullers Fulfilment can pick, pack and send goods anywhere round the world. We will make sure goods are appropriately packaged for their journey and arrange the necessary documentation for customs purposes.

As with EU orders, you’ll be able to track the progress of orders and shipments via the warehouse management system (WMS), which is integrated with your ecommerce platform.

Will you manage my Amazon orders?

If you wish to sell your items through the Amazon website, Fullers can handle the fulfilment. Ready to migrate away from Amazon completely? We can be a part of your journey towards independent success. Talk to us about cost effective solutions.

Could you help me promote my ecommerce business?

Your Fullers Account Manager will be able to put you in touch with our trusted network of marketing and design experts.

They can help complement quality fulfilment processes with tasks such as website development, content creation, marketing campaigns, PR, SEO (Search Engine Optimisation), advertising, and social media.

Which other clients or brands do you work with?

We handle the ecommerce fulfilment for a host of clients across a diverse range of industries, including health & beauty (e.g. Toni & Guy, NeoLife, Fable & Mane), pet care & supplies (e.g. Mars Petcare, Yarrah, Essential Foods), food & drink (e.g. Made for Drink, Mars Wrigley), consumer lifestyle goods (e.g. Lego Education and Sound Service) and homeware (e.g. Tobias Oliver).

What makes Fullers Fulfilment different?

We are dedicated to customer satisfaction and adapt to changing market conditions. We work closely with you to develop customised solutions that streamline your supply chain and drive efficiency. We use sophisticated technology solutions to optimise your fulfilment process, ensuring excellence by closely monitoring and measuring performance at each stage.

Where are your facilities located? What do your sites offer?

Fullers Fulfilment operates from three main UK locations – Bordon, Leamington Spa and Slough – incorporating seven premises for warehousing and fulfilment services.

  • Bordon 38,000 square foot secure facility, easily accessible from the South making it ideal for distribution across the south of the UK.
  • Leamington Spa 32,000 square foot modern facility ideally positioned for distribution throughout the Midlands and North of the UK.
  • Slough 35,000 square feet facility near London, with easy transportation and distribution links.

What other types of fulfilment services do you offer?

In addition to fulfilment services, we offer offer 4PL including ecommerce integration, customised packaging, kitting and assembly, international shipping and shipment tracking through the Follow My Parcel solution. We also offer value-added services such as quality control checks, product testing and labelling and stock preparation and rebranding.

How long does it take to integrate our inventory and our systems with yours?

The timeframe for integration for inventory and systems varies depending on the specific requirements and complexity of the project. Our team will work closely with you to develop a detailed project plan and timelines to guide integrations. Typically, onboarding is completed within 2 weeks.

How long does it take to add new SKUs?

The time needed to add SKUs depends on the specific requirements and complexity of the SKU. Generally, we aim to add new SKUs within four hours of receiving all necessary information from you.

Contracts & Costs

How much does fulfilment with Fullers cost?

One of our team will get in touch with you to understand more about your specific fulfilment requirements. Following that, we will provide you with a personalised quote for your consideration and approval.

Is there a set-up fee?

There is a set-up fee that includes system integration and establishment of the picking and packing process for your products. You will be made aware of all costs as part of your quotation. We consult with you at every stage, so there are no hidden costs.

100% of the sales value is all yours.

Can I change my fulfilment arrangements?

Fullers’ flexible fulfilment solutions will adapt to the changing shape of your business, which means they can be scaled up or down as your business evolves.

Your dedicated Fullers Account Manager will be in regular contact with you to monitor how everything is going.

We want to give you the best value fulfilment service in the UK, so we’ll suggest ways to improve processes in order to increase efficiency and reduce cost.

Systems

Which ecommerce platforms do you integrate with?

Fullers’ Warehouse Management System will sync seamlessly with whatever ecommerce software you’re using, allowing a smooth transition from when your customer placing an order, to the moment the products are picked, packed, dispatched and delivered.

Our experts will deal with system integration as part of your onboarding process.

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Explore systems & integrations

Stock control

How can I monitor orders?

All orders are fulfilled by us automatically. The integration between your ecommerce platform and our warehouse management system (WMS) means that you and your customers will know precisely when their order has been picked, packed, dispatched.

How will I know when stock levels are running low?

The warehouse management system integrated with your ecommerce platform allows you to track inventory in real-time stock.

You will get low-level alerts so you never sell out of popular items and you can manage manufacturing to meet demand and plan promotions cost-effectively.

What is your turnaround time for inbound shipments?

Our multichannel fulfilment centres can receive and process goods on the same day, up to a maximum of 24 hours once they arrive at our warehouse.

How do you track inbound shipments? How do you ensure accuracy?

We use our Warehouse Management System (WMS) to track all inbound shipments. Our WMS provides real-time visibility of inventory levels and locations, and tracking of all movement throughout the fulfilment process, from receiving to storing to shipping.

How does your pick and pack workflow work?

At Fullers our pick and pack workflow incorporates mobile scanning technology and is optimised for efficient and precise order management. After an order is received, our system will either batch process or send an individual order process direct to the picker’s mobile scanner where the location and product are verified. Once successfully picked, the delivery note is issued and our Warehouse Management System (WMS) polls the carrier system for the shipping label automatically and records the tracking information.

Storage

Do you do specialist storage? e.g. temperature controlled, high value goods

Fullers spacious, secure and ambient warehouses in Leamington Spa (aswell as Bordon and Slough) can store a diverse range of products.

On a daily basis, Fullers fulfilment experts deal with brands big and small, from a wide array of industries such as: food, health and beauty items, clothing and accessories, home/lifestyle goods, automotive supplies, pet care – and just about everything in between!

Please note, we can’t store fresh food that requires refrigeration, or flammable items.

What is the maximum size of items that you can store at Fullers?

The standard pallet height for storage is 1.6m. However, we do have a limited space for pallets up to 1.8m.

What racking and storage solutions do you offer?

We offer a range of racking and storage solutions across our three facilities. Our racking is designed to hold pallets up to 1 tonne per pallet and a height of 1.6 metres but can be configured to accommodate pallets in excess of 1.6 metres. We also have additional storage locations for category 2 and 3 products.

Packaging

What packaging options do you provide?

With many years’ experience in the business, we understand all the ways in which the packaging of your product might affect its safety and quality. When you outsource your fulfilment to Fullers Fulfilment, we’ll work closely with you to design bespoke packaging solutions and source them from our vast network of packaging suppliers.

Not only will we consider your practical requirements, we’ll help you achieve custom packaging with the aesthetic impact to get your brand noticed.

Will my fragile items be safe?

Your Fullers Account Manager will assess the risks to your product as part of your onboarding process so we can use the most protective packaging possible. We believe our job is not done until the package reaches your customer in perfect condition.

Is your packaging environmentally friendly?

Fullers is committed to sustainability and we are certified by EcoVadis An internationally renowned and trusted business sustainability rating provider. Our work with a range of ethically minded brands means we have lots of experience in sourcing environmentally friendly packaging, so we can advise you on recycled, recyclable and re-usable options to suit your products and minimise waste when we pack your orders.

Can you include extra items in the parcels?

No problem at all. Here are just some of the items you might wish to ask us to add to orders:

  • Branded reusable merchandise such as tote bags and pouches
  • Free samples
  • Complimentary gifts
  • Promotional flyers and discount coupons
  • Personalised notes (we can even handwrite them for you)
  • Bespoke returns portal for swift returns

Does Fullers offer any premium gift wrap options for B2C?

Yes, we offer premium gift wrap options for both B2B and D2C businesses. This includes bespoke packaging solutions and personalised messages for each item, as well as different wrapping materials and styles to suit your requirements and branding.

Does Fullers offer personalisation options to customer communications, such as order updates?

 

Here at Fullers, we can automate tailored customer communication via our Warehouse Management System (WMS).

Couriers

Do you offer next day delivery?

Yes, we can pick same day for next day delivery. The cut off time for next day delivery is 14.00, Monday to Friday. Any orders that come in after 14.00 will be picked and packed for delivery the next working day after that.

Do I have to arrange courier services myself?

Courier costs are always included in the overall quote you’ll get from Fullers.

You will receive a tracking number to track courier activity from the couriers’ website.

Our strong relationships with leading UK couriers and economy of scale enables you to partner with your preferred leading courier whilst still enjoying the best delivery rates to your destinations.

Which couriers do you work with?

We want to send out every parcel knowing that it’s going to reach your customer in pristine condition. That’s why we only work with a trusted network of reliable UK couriers, including Royal Mail, dpd, Hermes, FedEx, DHL, and Amazon Logistics.

Courier partner logos  Courier partner logos DHL logo Amazon Logistics logo DPD local  UPS logo

Returns

Do you manage returns?

Absolutely! When you outsource your fulfilment to us, you won’t have to worry about receiving, checking, cleaning and restocking returned goods.

  • Fullers’ warehouse management system (WMS) will sync with your ecommerce platform and track the parcel using the order number
  • We work with all major couriers and process returns same day
  • A notification will be sent to you upon return
  • Check exactly what’s been returned (and why) using the system, and then follow your desired protocol for returns

The Fullers team will log information on the WMS to help you identify trends in returns, should you need to take up any product quality issues with your suppliers and manufacturers.

If there’s room for improvement in your returns process, your Fullers account manager can help implement those changes. For example, better returns packaging/paperwork.

Can you check returned items and prepare them to go back into stock?

We have the latest training on how to rigorously clean, quarantine, and restock a wide range of items so that they can be resold without risk to your customers.

Every Fullers warehouse is subject to the strictest hygiene and COVID safety standards and we have ample space to store items large and small in an appropriate setting and within safe proximity to other goods.

Does Fullers offer returns and reverse logistics?

Yes, we offer returns management. We receive returns, conduct a thorough quality assessment and then either add the goods back into inventory or quarantine them for closer inspection by you if needed.