FREQUENTLY ASKED QUESTIONS.

A fulfilment service includes managing your online stock, receiving orders, picking and packing products, and shipping them to their destination. We use Diamond’s logistics platform, Despatchlab, to give you full transparency. You can see everything, from your online marketplaces to your goods in our warehouse, all the way through to your orders and deliveries.

The right time to outsource your fulfilment is when it becomes too busy to handle on your own, when your products start filling your home or garage, or when your current fulfilment partner can’t keep up with your growth. If you’re getting around 200 or more orders each month, it’s a sign you’re ready to scale. This is when you should outsource tasks that aren’t your main skill and take up lots of time, but are still really important to get right.

If your orders come from different places like Amazon, eBay, Etsy, or your own website on Shopify or WooCommerce, we can link them all together. We specialise in omnichannel fulfilment, so everything runs smoothly, no matter where your orders come from.

Yes, you will have 24/7 access to your inventory through Despatchlab. You can check your current stock levels anytime, as well as view real-time and past data reports for your orders.

Your products are kept very secure. We have 24/7 CCTV monitoring, building alarms, secure locks, gated entries, and on-site security staff, including canine protection. Rest assured, your items are protected around the clock.

If your goods are returned, they are sent back to our warehouse for a quality check, following the guidelines we agree on. If they pass inspection, they are added back into stock and reintegrated into your supply chain. If they are damaged or don’t meet the required standards, they are removed and handled as agreed, such as being disposed of.

Yes, this is a collection based service as we collect all inventory, this reduces the need for multiple carriers. This means we currently only offer this service to IP, CO4 and CO10 postcodes.

We can relabel, repackage, and collate your products to make them look their best for your customers. Our relabelling ensures that every item has clear and accurate information. With our repackaging service, we give your products a fresh and appealing look. Plus, we collate items neatly so they are ready for display or shipping. With our help, your products will stand out, and your brand will grow!

Our rework services include a variety of tasks to ensure your products are ready for sale. This can involve relabelling items, repackaging them for better presentation, assembling kits, and checking quality to meet your standards. We help make sure your goods are in top condition before they go to your customers!

A same-day delivery service means your item is picked up and delivered on the same day. One driver and vehicle take care of your package from start to finish, helping to reduce errors. This service is ideal for urgent, important, high-value, or fragile items that need to arrive quickly and safely.

The cut-off time for same-day deliveries is set in our Service Level Agreement. We will agree on a specific time for when we expect to receive orders. Any orders placed before this time will usually be sent out on the same day. If there are any issues, your account manager will let you know in advance.

Yes, your goods are fully insured for up to £15,000 for each delivery. If you need higher levels of insurance, just ask, and we can arrange that for you!

No, you don’t need an account to use our services. You can book using a credit card. However, having an account can be helpful! During busy times, account customers get priority service, which means their orders are handled faster.

We make returning items easy and stress-free for your customers. When they have a good experience, they are more likely to shop with you again. By taking care of returns quickly and properly, you build trust and loyalty, which means happier customers who want to come back.

You can send a variety of items with next day delivery! Common items include flat-edged goods that are well-packaged, non-hazardous, and replaceable. We often send clothing and soft items in jiffy bags, letters in envelopes, and larger items on pallets. Generally, each package should weigh no more than 30 kg in total, with a maximum of 15 kg per box.

If your items are very important or time-sensitive, next day delivery might not be the best choice for you. It’s not recommended to send precious or irreplaceable items, hazardous or flammable goods, or fragile items that are poorly wrapped through next day delivery.

Yes, your items will be insured according to the carrier’s standard terms. If you want extra protection, you can add enhanced coverage through the carrier. You can also choose to upgrade to our same-day delivery service, which comes with £15,000 worth of insurance for your goods while they are on their way.

We work with many carriers like DPD, DHL, FedEx/TNT, Evri, Yodel, and more. All of them are connected to the Diamond logistics platform and provide great service for their prices. We also use smart algorithms in Diamond’s Despatchlab to find the best carrier for your items based on their shape, size, weight, and delivery needs. If you have a favourite carrier, you can always choose them as well!

We make returning items easy and stress-free for your customers. When they have a good experience, they are more likely to shop with you again. By taking care of returns quickly and properly, you build trust and loyalty, which means happier customers who want to come back.

Yes, we can help you expand into the UK, Europe, and beyond. Whether or not you have a physical location here, we offer full fulfilment services. This means we take care of everything, including managing duty and VAT, to make the process easier for you.

Yes, we can help bring your goods into the UK! We can ship your items by land, air, or sea, depending on your needs. You can send as many goods as you want, and we’ll make sure they arrive safely and on time.

We make returning items easy and stress-free for your customers. When they have a good experience, they are more likely to shop with you again. By taking care of returns quickly and properly, you build trust and loyalty, which means happier customers who want to come back.