Shipping and order tracking

A parcel to someone’s home and a shipment to a retailer may need different arrangements. Tell us where your orders go, their packed sizes and any instructions from the receiving customer.

We fulfil from the UK, from Poland for EU customers and from New York for US customers. EU orders ship from inside the EU, so they do not cross a customs border on the way to your customers. If you need a particular carrier or delivery service, tell us before setup so we can check its availability for your location.

Before fulfilment starts, agree how warehouse order updates will be shared and who handles questions about stock or an order.

Carrier tracking covers the parcel after it leaves us. Inside the warehouse, dispatch is recorded against each carrier collection, so a delivery query starts from a record. During setup, check what tracking your delivery service provides and where customers will see it.

Tell us what delivery expectations you set with customers and any dates that matter. We will work through these with you:

• Order volumes, typical order sizes and expected peaks.
• Packaging, labelling and any requirements from trade or retail customers.
• Dispatch timing, the delivery service and what happens if an order needs attention.
• How changes, delivery queries and returns will be handled.

For orders from the UK and Poland, you can raise delivery queries directly with the warehouse team that packed them. Send the order reference and a short description of the issue so they can investigate.