Most frequent questions and answers

Frequently Asked Questions

Getting Started

How can I get started with Prolog Fulfilment?

Simply contact us via our website or call us. We’ll schedule a consultation to understand your needs and provide a tailored solution.

We’ll need details about your product catalog, expected order volumes, storage requirements, and any specific services you’re interested in.

Yes, our onboarding team will guide you through the process, including setting up your account, integrating your systems, and planning your inventory storage.

General Questions

What geographical areas do you cover?

Our global network ensures we can fulfil orders in most regions worldwide, including North America, Europe, Asia, and Oceania. Please contact us for specific regional capabilities.

Our core services include:

  • B2B Retail Fulfilment FAQs
  • Ecommerce B2C Fulfilment FAQs
  • Kitting & Subscription
  • Value Added Services
  • Global Fulfilment
  • Returns Management

Yes, we provide same-day and next-day delivery options for select locations. Availability depends on your location and the specific service level agreement (SLA).

Absolutely. We specialise in scalable solutions that can accommodate large order volumes and complex shipping requirements.

Shipping and Logistics

Which shipping carriers do you work with?

We partner with leading carriers such as DHL, FedEx, UPS, and local providers to ensure fast and reliable deliveries.

We assist in customs documentation, duty calculations, and compliance to ensure smooth cross-border shipping.

Yes, we offer various shipping tiers, including expedited and premium delivery options.

Yes, all orders come with real-time tracking, accessible through your account dashboard.

Pricing and Contracts

How is pricing structured?

Pricing is based on several factors, including storage space required, order volume, packaging materials, and shipping destinations. Contact us for a custom quote tailored to your business needs.

No, we offer flexible terms and scalable solutions to adapt to your business growth and seasonal fluctuations.

Technology

What kind of technology does Prolog Fulfilment use?

We use advanced warehouse management systems (WMS), real-time tracking, and integration tools to provide seamless order management and transparency.

Yes, we support integration with major platforms such as Shopify, WooCommerce, Magento, and Amazon, among others.

Returns and Customer Support

How do you handle returns?

We provide comprehensive returns management, including product inspection, restocking, and customer notifications.

Yes, we provide 24/7 customer support to help resolve order-related issues.

B2B Retail Fulfilment FAQs

What industries does Prolog Fulfilment cater to?

We serve a variety of industries, including beauty and personal care, footwear, consumer electronics, subscription boxes, home and kitchenware, sports, and more.

Our team of industry experts sources competitive UK and international shipping solutions for our clients. Whatever your global fulfilment requirements we can help you turn shipping challenges into opportunities.

Prolog integrates with numerous eCommerce platforms including Amazon, Shopify, Magento, Weebly, WooCommerce, 3dcart, PrestaShop, BigCommerce, ShopWired.

We handle a range of products, from cosmetics and beauty products, through sports apparel and accessories, to tech equipment, fashion and supplements.

Prolog’s WMS provides real-time visibility of inventory levels, picking and packing, and eCommerce workflows. Clients can track the progress through the entire order fulfilment process, see whether they’ve been shipped and track their transit to delivery.

At Prolog we offer a range of value-added services, including:

  • Kitting & Subscription. Whether you need high-volume conveyor assembly, or personalised hand-finished kitting or subscription, Prolog has a trained and motivated team ready to fulfil your requirements.
  • Packaging & Design. Prolog creates intelligent packaging design for clients. This ensures that products ship cost-effectively, arrive in excellent condition, and provide your customers with the very best unboxing experience.
  • Mailing Service. We mail small or large volumes, and materials of varying dimensions. Prolog also offers a cost-effective, print-on-demand service. We print leaflets, barcode labels, booklets, posters in any volume, as required.
  • Customisation. We are constantly updating our in-house specialist customisation services, to ensure brands we work with stay ahead of developing trends. Currently we offer heat press, engraving, embroidery, print and packaging.

Prolog clients received dedicated support from trained agents who want to help, will ‘own’ the problem, and can efficiently resolve it. They will stay with your issue until it is solved to your satisfaction.

Our multiple carrier network is designed to get your orders and returns from UK and international destinations delivered on schedule. Our efficient, competitively priced shipping uses major carriers and pallet delivery networks, including Amazon preferred suppliers.

Ecommerce B2C Fulfilment FAQs

What are the eCommerce platforms you integrate with?

Prolog integrates with numerous eCommerce platforms including Shopify, Amazon, Weebly, Magento, Prestashop, WooCommerce, 3dcart, ShopWired, and BigCommerce.

We handle a range of products from cosmetics and beauty, through vitamins and supplements, to sporting apparel and accessories.

Our team of industry experts source competitive international and UK shipping solutions for eCommerce brands. Whether you want to ship into Europe, or further afield, we can help you to overcome challenges and take full advantages of the opportunities on offer.

We provide comprehensive returns management, including product inspection, restocking, and customer notifications.

Prolog’s WMS offers clients real-time visibility of their inventory levels, picking and packing, and eCommerce workflows. You are able to follow the progress of orders through the entire fulfilment process, observe whether items have been shipped, and track their transit to delivery.

Prolog’s multiple carrier network is designed to get your orders and returns from UK and international destinations delivered on schedule. Our efficient, competitively priced shipping uses major carriers and pallet delivery networks, including Amazon preferred suppliers.

We offer a range of value-added services, including:

  • Customisation. We constantly innovate our in-house specialist personalisation services, so we can be sure the eCommerce brands we work with stay ahead of developing trends. We currently offer engraving, heat press, embroidery, print and packaging.
  • Packaging & Design. Prolog creates intelligent design for eCommerce brands. This guarantees that products ship cost-effectively, arrive in mint condition, and provide your customers with a positive unboxing experience.
  • Kitting & Subscription. Whether you need hand-finished, or high-volume conveyor assembly, Prolog’s kitting or subscription services are second-to-none. Prolog invests in a trained and motivated team that is ready to fulfil your requirements.
  • Mailing Service. We mail large or small volumes, and materials of varying dimensions. Prolog also offers a cost-effective print-on-demand service. We print a range of items – leaflets, barcode labels, booklets, posters – in the volume required.

We don’t leave Prolog clients waiting on the phone for a solution. Our eCommerce fulfilment clients have dedicated support from trained agents who want to help, can ‘own’ the problem, and will efficiently resolve it. They will remain focused on the issue until it is solved to your satisfaction.

Kitting & Subscription FAQs

What is kitting fulfilment?

Kitting is the process of assembling multiple products, often from a range of vendors, into a single package or “kit,” which is then shipped to the customer.

  • Assembling Components. Kitting collates components from a range of vendors which are assembled to form one item.
  • Assembling Finished Goods. Single items that would normally be bought together, such as a duvet cover and pillowcases, are packaged as a larger item which can be picked and packed fast.
  • Pairing Items to Drive Sales. Trending items are often paired with ones that are less popular. Customers enjoy added value and profit is increased.

This is the process of making regular deliveries of subscription boxes to customers. Subscribers sign up to receive boxes containing the same items, or a variety of items at regular intervals – week, month quarter, for example.

eCommerce subscription fulfilment is a complex process which may include storing, picking and packing, customised kitting, inventory management and shipping.

At Prolog we collaborate with our brand partners to create a personalised process for their kitting and subscription needs.

  • Packaging and design. Packaging plays a key role in subscription box fulfilment. Prolog packaging experts use intelligent design to ensure that your products ship safely, cost-effectively and arrive in a perfect state to delight your customers. We can also design packaging to reflect your brand.
  • Mail Fulfilment and Printing. Prolog offers a ‘one-stop-shop’ for direct mail and custom printing. Our specialised mailings capacity provides fully automated mailing services and expert hand finishing for specialist tasks.
  • Customisation. Customers are looking for an unboxing experience that is unique to them. That’s why we offer a range of customisation services, from personalised t-shirts and sports kit, to engraved beauty accessories and embroidery for name tags, customised bags, and unique Santa sacks.
  • Kit Variation Builds. Our picking and packing professionals can manage simultaneous kit variation builds, and our kitting assembly lines guarantee maximum productivity, efficiency and consistency for your products.

Our team of industry experts source competitive international and UK shipping solutions for eCommerce brands. Whether you want to ship into Europe, or further afield, we can help with customs documentation to ensure smooth international clearance.

Prolog returns management offers customers a frictionless returns process with same-day replacements or refunds. Our goal is to minimise the return of damaged or incorrect items, but where they do occur, each item is repacked, returned, or recycled.

Prolog’s WMS provides clients with real-time visibility of their inventory levels, picking and packing, and eCommerce workflows. The progress of orders can be tracked through the entire fulfilment process, including the shipping status of items, and their transit to delivery.

Prolog doesn’t expect clients to wait on the phone for a solution. Our eCommerce fulfilment clients have dedicated support from trained agents who want to help, can ‘own’ the problem, and help you to efficiently resolve it. They will stay focused on the issue until it you are satisfied that it has been solved.

Returns Management FAQs

What’s the standard returns rate?

It really depends upon the sector. Our clients who ship cosmetics see a lower rate of around 5% returns, whilst those shipping footwear or clothing experience higher rates of 15-35%.

  • If your brand is dealing with 1-10 returns each day, it probably wouldn’t make sense for you to outsource returns management. Some of the clients we work with though, deal with high volumes of returns each month.

    Prolog’s order fulfilment process is optimised to reduce returns, but those that remain are dealt with quickly and efficiently.  Our frictionless returns process provides either a refund or a replacement item – all resolved within 24 hours. Our service is consistently friendly, efficient, and on-brand, ensuring that customer satisfaction is prioritised at all stages.

We work with clients to create a personalised set of returns rules and guidelines for the Prolog team to work with. Getting standard returns processes and guidelines in place will keep your customers happy. Research shows that 92% of customers who have a positive experience of returns management, will return to buy again.

Prolog integrates with numerous eCommerce platforms including Amazon, WooCommerce, Shopify, Magento, 3dcart, Prestashop, BigCommerce, Weebly, ShopWired.

It’s all part of the service! If your return rate is high, we’re able to provide data trends to find out what may be causing it. Prolog’s warehouse management system (WMS) provides eCommerce brands with all the data they need to analyse the problem and resolve it. It could be that a product is consistently arriving damaged, in which case we can consider changing the design of the packaging.

We handle a huge range from cosmetics and beauty products, through vitamins and supplements, to sporting apparel and accessories.

Prolog’s WMS offers real-time visibility of inventory levels, picking and packing, returns management, and eCommerce workflows. Clients can track the progress through the entire order fulfilment process, see whether items have been shipped and track their transit to delivery.

Prolog clients received dedicated support from trained agents who want to help, will ‘own’ the problem, and can resolve it efficiently and effectively. They will stay with your issue until it is solved to your satisfaction.

Warehouse and distribution FAQs

What storage capacity do you have?

We have two multi-user warehouses located in Nottingham. These offer 250,000 square feet of storage space, with 30,000 pallet spaces.

  • Prolog uses all the major carriers and pallet delivery networks including Amazon preferred suppliers, which guarantees shorter delivery windows into Amazon FBA sites. Our carrier network guarantees cost-effective solutions, and all despatches are tracked throughout transit to delivery.

    We are able to source competitive international and UK shipping solutions for clients. Whether you’re shipping into Europe, or internationally, we can help with customs documentation to ensure smooth international clearance.

Prolog’s WMS provides real-time visibility of their inventory levels, picking and packing, and fulfilment workflows. The progress of orders can be tracked through every stage of the fulfilment process, including the shipping status of items, and their transit to delivery.

Prolog takes care of outgoing stock using our WMS to ensure market-leading fulfilment service levels. Our dynamic systems management allows us to monitor demand and refine picking and packing operations to meet your order requirements.

Prolog doesn’t leave clients waiting on the phone for their problem to be dealt with. Our order fulfilment clients have dedicated support from motivated professional agents who can ‘own’ the problem and help you to efficiently resolve it. They’ll work with you on the issue until it you are satisfied that it has been solved.