
Award-Winning Customer Service
8 out of 12 of ILG’s biggest fulfilment customers have stayed with us for 5 years or more. Why? Because from day one, ‘the customer’ has been at the heart of our purpose. ILG’s award-winning, 40-strong Customer Service Team delivers customer care that is proactive, personalised and relentlessly success-driven.
Winner of the UKWA Excellence in Customer Service Award 2023 >
Service Geared for Growth
Our mission is to make our customers more successful. From start-up to super-brand, we’ve helped hundreds of brands to evolve and grow. The result is an instinctive customer-centric approach to everything we do. And customer service that’s perfectly tuned to the ups and downs of fast-scaling businesses.
Read our case studies
Customer Satisfaction: How We Score
A 2023 poll of 34 of our top fulfilment customers ranked ILG highly across key service criteria:
Customer Service Talent
70% of our Customer Service staff have worked at ILG for two years or more. Many start out in front-line warehouse roles and move to Customer Service equipped with valuable, hands-on operational know-how. Together, they offer a wide pool of skills and customer knowledge to support a range of CS functions:
- Project Hypercare: supporting standalone fulfilment projects and initial go-live
- Fulfilment Account Management: coordinating orders and day-to-day queries
- Delivery Exception Management: resolving shipping or delivery queries
- Client Relationship Management: strategic support for fulfilment operations
Enhance Your Fulfilment Today with ILG
At ILG, we specialise in helping our customers grow from start-ups to super-brands. For over 30 years, we’ve been refining our approach to deliver excellent fulfilment, and our clients have always been at the core of everything we do. Our highly experienced, award-winning and well-equipped Customer Service team enables us to deliver a bespoke experience to each of our clients. So, if you’re looking to make the switch to a new fulfilment partner – or even if you’re outsourcing your fulfilment for the first time – we’d love to hear from you. Get in touch with one of our team members today to find out more.
Visit our Peak Hub for useful tips, advice and resources to help your Peak planning and execution.
Our Awards
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Last week, the ILG team had the pleasure of…
Last week, the ILG team had the pleasure of welcoming @CharlotteTilbury to our Poland warehouses for a site visit! It was a great chance for them to meet the team, and for us to show what goes on behind the scenes and spend time with one of our amazing beauty brand partners. Looking forward to keeping the momentum going and working together even more closely!💄📦 #ILG #CharlotteTilbury #SiteVisit #Poland #LogisticsExcellence #BeautyLogistics
https://www.instagram.com/p/DKze6dUxvmV/
Ready to scale your fashion brand?📦🌟 …
Ready to scale your fashion brand?📦🌟 As your fashion brand grows, so do the behind-the-scenes challenges – stock management, fulfilment, customer experience and returns. It can get overwhelming fast. Working with a 3PL that truly understands fashion can help you scale more smoothly, stay flexible, and focus on what really matters: building your brand. Click the link in our bio to read more how the right 3PL partner can support your growth. ⬇️ #fashionbrand #ecommerce #3PL #fulfilment #scalingup #fashionlogistics #growthstrategy
https://www.instagram.com/p/DKuKOO1qBbt/
♻️ ILG Hits 77% Recycling Rate in 2024 -…
♻️ ILG Hits 77% Recycling Rate in 2024 – thanks to Our Partnership with Grundon! We’re proud to have recycled 77% of our waste last year – a milestone made possible by our ongoing work with Grundon Waste Management. Key 2024 highlights: 📦 419.85 tonnes of cardboard baled 🧴 22.3 tonnes of soft plastics baled ⚡ 121.30 MWh of power generated 🌳 426 trees saved 🌫️ 100.991kg of CO2 emissions prevented Initiatives like soft polythene balers, a food waste service, and more compactors helped drive these results – and we’re aiming even higher for 2025. We’re proud of our progress and excited for what’s ahead as we work towards Zero-By-30! Read more about our partnership with Grundon from the link in our bio. #Sustainability #Recycling #ZeroBy30 #ILGxGrundon #WasteManagement #GreenBusiness #SustainableFulfilment
https://www.instagram.com/p/DKjsfdesCSB/
This World Environment Day 2025, we’re being…
This World Environment Day 2025, we’re being called to act. 🌍 Plastic pollution is everywhere — even inside us as microplastics. With a global treaty on the horizon, now’s the time to push for real change. By learning from nature and embracing real-world solutions, we can tackle plastic pollution together – as individuals, businesses, and governments. Join the movement. Be part of the solution. 💚 #BeatPlasticPollution #WorldEnvironmentDay #Sustainability #EcoAction #ILG Click the link in our bio to read more.
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It Takes Clicks and Bricks to Build a Beauty…
It Takes Clicks and Bricks to Build a Beauty Brand! When it comes to beauty order fulfilment, it pays to use a single 3PL for both your e-commerce and retail channels. Watch our video to find out how ILG makes omnichannel fulfilment pain-free and more cost effective. 🌟 Click the link in our bio to see more!
https://www.instagram.com/reel/DKb-BK6C6uj/
Expert Growth Tips You Can’t Miss! 👀…
Expert Growth Tips You Can’t Miss! 👀 Catch four must-watch moments from our Navigating Your Growth Route panel packed with lightbulb insights from the beauty industry’s sharpest minds.✨From scaling your business to mastering operational excellence, these clips are your guide to thriving in today’s fast-paced beauty world. 🎥 Watch the highlights now in the link in our bio and level up your growth game. #BeautyVibe #GrowthTips #BeautyBusiness #ILG
https://www.instagram.com/p/DKPrzkexTx7/
🎥 Exciting morning at ILG! We recently welcomed…
🎥 Exciting morning at ILG! We recently welcomed our amazing client, @lemonadedolls to the warehouse — and even more exciting, they were interviewed by BBC Breakfast right here on-site! 🍋📦 It was great to watch their story on national TV and showcasing our partnership behind the scenes. Catch the full feature on BBC iPlayer! 💬✨ #ILG #LemonadeDolls #BBCBreakfast #ClientSuccess #BehindTheScenes #WarehouseLife #Ecommerce
https://www.instagram.com/p/DKKG6CzqMcO/
“ILG stood out as a company that actually cared -…
“ILG stood out as a company that actually cared – they really bought into what we were trying to do. It felt like we were in safe hands, and that made such a difference. Choosing a company that’s slick, knows what they’re doing, and genuinely cares – that’s what sets ILG apart.” – Jo Tutchener Sharp, Founder and CEO, Scamp & Dude 🎬 Come with us to TheIndustry.Fashion: Live – The Omnichannel Opportunity We had such a great time partnering with @theindustryfashion for their latest event at The Hoxton, Holborn. From panel talks to real-world brand insights, it was a day full of energy, ideas, and industry connection. Here’s a quick look at the day through our lens — thank you to everyone who made it so memorable! 💡💬 #TheIndustryFashion #OmnichannelExperience #FashionEvents #ILG #BehindTheScenes #FashionBusiness
https://www.instagram.com/reel/DKHOUz0PGo2/
New Case Study! 💙…
New Case Study! 💙 From it’s roots as a lockdown startup to it’s blossoming into a beauty brand of international repute, @vievemuse has worked hand in hand with ILG in recent years to fuel its growth predominantly across the UK, Ireland and USA. ILG’s pedigree in e-commerce and retail fulfilment, deep knowledge of the beauty industry and open, people-centric culture have all created a synergy with VIEVE to spur the brand on its next chapter of growth.💗💄 Read more about it in the link in our bio!
https://www.instagram.com/p/DKASeERuGQR/
We’re incredibly proud to announce that ILG has…
We’re incredibly proud to announce that ILG has been awarded the RoSPA President’s Award for achieving 11 consecutive Gold Awards in Health and Safety! 🎉 This award is a testament of our strong commitment to safety, the dedication of our H&S team and the effort of everyone at ILG who works hard each day to keep our workplace safe. The RoSPA awards are globally recognised as the benchmark for safety performance – and we’re honoured to be part of a legacy that puts people’s well-being first. 💪 #RoSPAAwards #H&S #ILG #PresidentAward #GoldAwards #SafetyAwards
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