Frequently Asked Questions

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What are Add-Ons?

Add-Ons are extra fulfilment features that you can choose from. These include; later order despatch cut-off times, custom packaging, customer service, same-day goods in. Within the standard fulfilment package is all the core elements of fulfilment for your business, and the Ad-Ons are all ways to upgrade the experience for your customers and speed up the fulfilment process.

Do you have International Warehouses?

We are based in the UK with plans to expand very soon internationally. We do currently ship all over the world.

Do you have any minimum order requirements?

We cater to any business, no matter the size, but are mainly suited for those with orders from 10-500 per day.

Are items insured in your warehouse?

Stock up to the value of £40k are insured in our warehouse.

Do you have any Barcode Requirements?

No, there are no barcoding requirements.

Can I visit the Warehouse?

Due to COVID, we have limited the amount of visitors on site to protect our employees and clients and keep fulfilment running smoothly. If it is a requirement to see the warehouse before joining with us, please speak to your account manager to arrange this or contact us at contact@simpship.com
We can also provide photos or videos of your stock in our warehouse if you would like.

Do you only cater to UK businesses?

No, we have customers based all over the world and in the UK.

What dimensions do we accept?

An extremely common question we receive here at Simpship is what size items do we accept. The simple answer, we accept nearly every size item. Every quote is tailored to your business, so if you have large, small, or a mixture of items, we will find a solution for you. If you are unsure if we can cater to your items, contact us at contact@simpship.com and we will let you know as soon as possible.

Prohibited items

We fulfil a variety of items but there are some we are unable to ship. Please see our Terms and Conditions for the full list of prohibited items.

What if my customer claims they haven't received their order?

You can first check on the dashboard for the order which will also show the tracking for the parcel. If this does not resolve the issue, you can raise a query with our support team who will submit a claim with the relevant courier on your behalf. You will be credited any amount we receive back for your item on your next invoice. We can also easily arrange for a replacement to be despatched as soon as possible at your request.

How do i ensure my stock reaches your warehouse?

All incoming stock should be booked in as an ASN (Advanced Stock Notification) on our dashboard. It helps to add the ASN ID to the incoming stock. Include our name and address, and your company name on the package and we will take care of the rest once it arrives with us.

How do i check the status of an order?

Our dashboard shows all your orders with us and their status. This includes where the order is in the fulfilment process and links to their tracking if the order has been despatched. Your account manager will guide you through the dashboard and how to find all the information you need so you can check and understand where all your orders are.

Can i edit an order once it has been placed?

If you need to edit an order, e.g. a change to the address or items, you can do this up until the point that the order is packed and despatched. If you are waiting on a change to be made/decided, we can put the order on pack and hold so it is not despatched until we have all the correct information.

do you offer custom packaging?

Yes, we can customise your packaging and upgrade your customer's unboxing experience in a variety of ways. This could be adding a logo to the box, tissue paper, scents, leaflets, etc. We can also source packaging to best suit your items or use any packaging you send in yourselves if you prefer. We can provide options from standard to eco-friendly or luxury packaging to suit your brand.

Can i choose which courier to use?

If you have a preference on which couriers you prefer or would like to avoid, just let us know and we will find the best fit for you. Our experienced account managers can also give advice on the best services to use for your specific products and brand.

what is your standard order cut off?

4PM Order cut-off for same-day shipping comes as standard. You can choose to increase this to 5PM or 6PM

Can i add on customer service for my customers?

Yes, we now offer an add-on so you can cut out the middle man and let our team handle your customer support for quick and easy resolutions.

Do you handle returns?

Yes, we can receive and process your returns as standard. There is also the option to upgrade to Next-Day Returns.

do you only dispatch from monday-friday?

As standard, we only despatch Monda-Friday, but we do offer an add-on for Saturday dispatch

Do you charge for goods-in?

No, as standard we only charge for Storage, Pick/Pack, and Shipping. Goods-in is free. There is an option to upgrade for Next-Day Goods-in.

what if i have a problem or a question about an order?

You can raise a query about an order on our dashboard and our friendly support team will respond within 30 minutes during working hours.





If I don’t use Shopify can I use this service?

We integrate with most platforms including Shopify, Woo-Commerce, and Webflow. If you would like to check if we integrate with your chosen platform, email us at contact@simpship.com and we will get back to you as soon as possible.

I don’t use aliexpress as my supplier, can I still use this service?

You can send your stock from anywhere you like, so whether your supplier is based in the UK or is international, you can use our services.

How do i get set up and integrated with you?

As soon as you are signed up with us, our tech team can assist with the integration of your selling platform to our dashboard. This is completely free of charge.

Can I integrate simpship with 3rd party websites (etsy,taobao,alibaba,etc.)?

Yes, we integrate with most 3rd Party Websites including Etsy, Taobao, Alibaba, Ebay, and Amazon.



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