Consolidated home delivery requirements lead department store retailer to sign three-year outsourcing deal

Consolidated home delivery requirements lead department store retailer to sign three-year outsourcing deal

John Lewis has consolidated its packets and small parcels home delivery requirements by awarding a new contract to Hermes.

Under the three-year deal, Hermes will handle the delivery and returns process for items up to 15 kilograms across the retailer’s online range of fashion, toys, homewares, electrical and gifts.

Delivery collection and tracking

Hermes will provide tracked 48-hour delivery for online orders, collecting from the respective John Lewis fulfilment centres. A combination of stand trailers and sweep vehicles will be used for collections on a six-days-a-week basis.

Consignments will be transported to Hermes’ national distribution hub in Nuneaton, Warwickshire for sorting and onward delivery to the company’s regional depot network. From there, orders will be distributed to more than 7,500 lifestyle couriers for delivery to households across the UK.

Free customer returns service

Customer returns will also be handled via the myhermes.co.uk online service. This will enable John Lewis customers to access the free returns service online, to arrange courier collection on a convenient day direct from their home.

Justin Cox, John Lewis general manager, commented: “Having carried out an extensive review within the carrier marketplace, we determined the Hermes courier model offered the best fit in terms of service and value for this element of our delivery proposition. The myHermes solution will also form an important part of our returns service moving forward, enhancing this aspect of our online shopping experience to our customers.”