
Award-Winning Customer Service
8 out of 12 of ILG’s biggest fulfillment 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, personalized 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 fulfillment 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 fulfillment projects and initial go-live
- Fulfillment Account Management: coordinating orders and day-to-day queries
- Delivery Exception Management: resolving shipping or delivery queries
- Client Relationship Management: strategic support for fulfillment operations
Enhance Your Fulfillment Today with ILG
At ILG, we specialize in helping our customers grow from start-ups to super-brands. For over 30 years, we’ve been refining our approach to deliver excellent fulfillment, 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 fulfillment partner – or even if you’re outsourcing your fulfillment 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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Fulfilment for Indie & Scaleup Brands That Grows…
Fulfilment for Indie & Scaleup Brands That Grows with You.💙 You’ve built something brilliant. Sales are increasing. Business is booming. But if you’re an indie or scaleup e-comm brand, logistics can quickly become a full-time job. That’s where ILG steps in – the small business 3PL solution for small brands that want to scale without losing their identity. Click the link in our bio to find out how we can help you scale without losing what makes your brand unique.💪 #indiebrands #scaleupbrands #fulfilment
https://www.instagram.com/p/DNFbqLx1f00/
Shoutout to our incredible headline sponsor! 🧡…
Shoutout to our incredible headline sponsor! 🧡 A massive thank you to @Extechcloud for generously supporting our Three Peaks Challenge. With your backing, our team is ready to take on Ben Nevis, Scafell Pike and Snowdon in just 24 hours, all to raise vital funds for Together for Short Lives. Your support helps power every step we take and brings us closer to making a real difference for seriously ill children and their families. Let’s do this! 💪 Donate to our Charity of the Year from the link in our bio.
https://www.instagram.com/p/DNALIAmq_1A/
The little things make the biggest difference.🌟…
The little things make the biggest difference.🌟 At ILG, we handle the customisation process in-house, right inside our fulfilment centres. From branded packaging and customised messages to detailed product prep, our teams ensure that every single item leaves the warehouse looking like it came straight from your brand. This video showcases the detail, precision and pride that go into every customised order – because personalisation isn’t just a service, it’s part of the brand experience we help deliver. 💙
https://www.instagram.com/reel/DM-qM39owFd/
Selling to the UK from Europe?…
Selling to the UK from Europe? European brands could be spending £20+ per order shipping to UK customers, but there’s a smarter way. Localising your fulfilment with a UK-based 3PL can slash costs, speed up delivery and improve customer experience. From Brexit border friction to returns handling, sustainability, and scalability, our latest newsletter outlines 10 key reasons why a UK 3PL partner is a game-changer for EU businesses expanding into the UK. 👇 Read the full article from the link in our bio to find out how we help European brands succeed.
https://www.instagram.com/p/DMz5JPxs2Ry/
Shoutout to our amazing transport sponsor! 🚛…
Shoutout to our amazing transport sponsor! 🚛 A huge thank you to Skynet Worldwide Express for generously supporting our hikers by managing the team’s equipment logistics for the Three Peaks Challenge! With your help, our team will be tackling Ben Nevis, Scafell Pike and Snowdon in just 24 hours – all to raise money for Together for Short Lives. 💙 Your support means the world to us and brings us one step closer to making a big difference for seriously ill children and their families. Lets do this💪💙
https://www.instagram.com/p/DMvM2hFuDtN/
Happy National Lipstick Day!💄…
Happy National Lipstick Day!💄 We’re proud to support the beauty brands behind your favorite lip shades – all stored, packed and shipped with care by ILG. 📸 Just a few of the incredible brands we have the privilege to work with. Empowering beauty brands, one shipment at a time. #ILG #NationalLipstickDay #BeautyBrands #Logisitics
https://www.instagram.com/p/DMroTO0Oc_f/
New Case Study!💙…
New Case Study!💙 Gisou, a sustainable beauty brand from the Netherlands, is known for its honey-infused hair and skincare products, loved by customers across Europe and the US. In 2021, post-Brexit regulations made access to the UK market more complex—just as online demand was reaching new heights. To maintain momentum, Gisou partnered with ILG to establish a UK-based D2C fulfilment operation. Since then, ILG has supported the brand’s rapid international growth and successful expansion into high street retail.💄🌟 Read more about our partnership with Gisou from the link in our bio.
https://www.instagram.com/p/DMqLlvB1X6N/
4 Weeks to go!…
4 Weeks to go! ILGFS Takes on the Three Peaks Challenge! 💪 On 22nd August, teams from ILG and GFS will be taking on the Three Peaks Challenge – climbing the highest mountains in Scotland (Ben Nevis), England (Scafell Pike) and Wales (Snowdon) all within just 24 hours! We’re doing this to raise vital funds for our Charity of the Year, Together for Short Lives who are a UK charity that supports seriously ill children and their families. 💙 Every donation makes a difference. Help us reach our goal and support this incredible cause by clicking the link in our bio and donating today! @gfsdeliver @global_adventure_challenges @togetherforshortlives
https://www.instagram.com/p/DMfwxMAsZRp/
Did you know?…
Did you know? UK shoppers abandoned £38.3bn in online purchases last year, and nearly half said delivery was the problem. From high shipping costs to lack of options, the checkout experience is costing brands more than ever. Gen Z, the most active ecommerce audience, is also the least patient with 65% walking away from purchases every month due to poor delivery. At ILG, we help brands fix that. ✔️More delivery choice ✔️Fewer abandoned baskets ✔️Smarter, scalable logistics Get in touch to see how our managed multi-carrier delivery solution can transform your checkout experience.
https://www.instagram.com/p/DMcLd7dMSq2/
Guide to Volumetric Weight: How it’s Calculated…
Guide to Volumetric Weight: How it’s Calculated and What It Means for Shipping Shipping costs can be confusing, especially when they’re based on space, not just weight.📦 Our latest guide breaks down volumetric weight, how it’s calculated, and how to reduce it with smarter packaging. Read all about this in our latest blog from the link in our bio. #ILG #FulfilmentExpert #EcommerceTips #3PL
https://www.instagram.com/p/DMayKnhNPEa/