FAQs

Everything you want to know before you switch

Straight answers about pricing, storage, orders and our UK and EU warehouses. Can't find what you need? Just ask.

Getting startedPricing & invoicingStorage & stockOrders & deliveryInternational & EUTech & support

Getting started

What is a 3PL?
A 3PL (third-party logistics provider) takes care of the physical side of selling online for you: receiving your stock, storing it, picking and packing orders, shipping them and handling returns. You focus on growing your brand, we make sure the orders go out.
Is there a minimum order volume?
We work best with brands shipping 300+ orders a month. If you're close to that, or expect to be soon, talk to us anyway and we'll tell you honestly whether we're the right fit.
Do I have to sign a contract?
Yes. Nothing scary, it just makes sure both sides know who's doing what, what it costs and what happens if something goes wrong. Read our UK terms or our EU terms.
What do you need from me to get going?
Three things:
  • A webshop connection so orders flow to us automatically. Our integration guides show you how.
  • A product list with a product code, description and pack size for every item, using the same codes across all your sales channels. Download the template.
  • A Direct Debit set up via GoCardless for your weekly invoices.
Everything is on our new customer sign-up page.
I don't have an e-commerce site. Does that matter?
No. You can place orders manually through our client portal, which is ideal for sending samples, PR packages or trade orders.
Where are your warehouses?
We have two: Thame, Oxfordshire for UK fulfilment and Rotterdam, Netherlands at the Port of Rotterdam for EU fulfilment. You can use one or both.

Pricing & invoicing

How do you charge?
You pay for what you use: storage, a pick and pack fee per order, packaging and courier costs, plus any extra services such as kitting, gift packs or handwritten notes. Ask us for a quote based on your products and volumes.
How often will I be invoiced?
We invoice weekly, every Friday. Payment is collected by Direct Debit through GoCardless, 14 days after the invoice date.
I want to use my own branded boxes or tape. Will you charge me?
We'd love to use your packaging. You just pay to store it like any other stock.

Storage & stock

What products can you store?
Almost anything ambient: clothing, cosmetics, supplements, food and drink, electronics, gifts, homeware and more. Take a look at who we work with.
Can you ship glass?
Yes. We pack fragile items with care.
Can you store chilled or frozen products?
No. Both of our warehouses offer ambient storage only.
Do you have an alcohol licence?
Yes. Our Thame warehouse holds an alcohol Premises Licence. Thame is not a bonded warehouse, and we don't handle alcohol at our Rotterdam warehouse.
Are you organic certified?
Yes, at our Rotterdam warehouse, which is Skal certified. Rotterdam also holds ISO 9001, FSSC 22000 and AEO accreditation.
Can you store lithium batteries?
Yes, at our Rotterdam warehouse, which accepts Class 9 dangerous goods including lithium batteries.
My stock has an expiry date. Will you manage it?
Yes. We send out the oldest stock first unless you tell us otherwise.
How do you keep my stock accurate?
We run a rolling cycle count: high-value lines weekly or monthly, medium-value lines monthly and low-value lines quarterly. You can see your live stock levels in the client portal at any time.
Do I need to insure my stock?
Yes. We don't take title of your goods, so you need your own stock insurance while it's in our warehouse. Damage in transit is a courier claim, which we'll help you with.

Orders & delivery

What is your order cut-off?
Direct-to-consumer orders received by 12pm are despatched the same working day.
Do you only ship to consumers?
No. We handle D2C and B2B, from single parcels to cases and pallets for retailers and wholesalers. B2B orders are despatched within 48 hours.
Which couriers do you use?
We work with Royal Mail, DPD, FedEx, Evri, InPost, Spring, GLS, DHL Express and Mainfreight, plus a pallet network for bigger orders. We'll match the right service to each order.
Can you provide tracking?
Yes. Every order is tracked and the tracking details are sent back to your webshop automatically.
How do I know my orders were packed correctly?
Every packing desk is filmed on CCTV, so if a customer says something was missing we can check exactly what went in the box.
Can you build kits, gift sets or do rework?
Yes. Give us around 10 days' notice and make sure any materials arrive at least 24 hours before the work date.
How do you handle returns?
Returns are received, inspected and updated in your portal, then returned to stock, quarantined or disposed of, depending on your instructions.

International & EU

Do you ship internationally?
Yes, worldwide. And with warehouses in both the UK and the EU, you can keep stock on each side of the border so your customers avoid customs delays and surprise import charges.
What do I need to use your Rotterdam warehouse?
An EU EORI number and a Dutch VAT number. We can help with Limited Fiscal Representation (LFR). Goods are checked in within 24 hours of arrival. See how to supply into the EU.
My business isn't registered in the UK. Can you still store my goods?
Yes. Under HMRC's Fulfilment House Due Diligence Scheme (FHDDS) we'll need to check your VAT details before we can store your stock. Read our VAT compliance policy.

Tech & support

Which webshops do you integrate with?
Shopify, WooCommerce, Amazon, Magento, BigCommerce, Etsy and many more. See all integrations.
Who makes sure my integrations keep working?
You do. We're not an IT company, but we'll always help you get connected and troubleshoot when something looks wrong.
Who looks after my customers?
You do. We're the silent partner working in the background. Tracking goes straight to your webshop, so make sure your notification settings are switched on to keep your customers updated.
How do I get help once I'm a client?
Email support@scale3pl.co.uk (UK) or supporteu@scale3pl.co.uk (EU), or call 020 3876 5480. You'll also have your client portal and our client handbook.

No matching questions. Ask us directly and we'll get back to you.

Still got a question?

No question is a silly one. Tell us about your brand and we'll come back with honest answers and a quote.

Get a quoteCall 020 3876 5480

See us in action

Scale 3PL in 60 seconds.

Who we are, how we fulfil your orders and why growing brands across the UK and Europe trust us with their stock.

  • 99.98% picking accuracy, same-day despatch on orders in by 12pm
  • A camera on every packing desk, so every order is filmed
  • One stock pool for the UK and EU, from Thame and Rotterdam
Get a quote See our pricing
Scale 3PL Contact

Is Scale 3PL right for you?

Built for brands ready to scale

We work best with growing D2C and B2B brands shipping 300+ orders a month. Selling into Europe? Our Rotterdam hub gets you there without the Brexit headaches.

  • Fashion & footwear
  • Beauty & skincare
  • Supplements
  • Food & drink
  • Gifting
  • Pet products
  • UK & EU fulfilment

Tell us about your brand

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Standard pricing under 299 orders/month
Everything you need to get started, no hidden fees
Monthly licence fee£399.00
Admin charge per order£1.50
Picking per unit£0.45
Shipping from£5.50
Goods in per ASN£30.00
Storage pallet / week£8.50
Storage shelf / week£3.50
Storage bin / week£1.50
Happy with these rates? Email us directly to get started hello@scale3pl.co.uk All prices exclude VAT.

We respond within one working day.

Something went wrong please email us at hello@scale3pl.co.uk.