eCommerce Delivery Excellence Award
Collect+ (part of the PayPoint network)
Collect+ is a UK‑based out‑of‑home (OOH) parcel network that enables consumers to send, collect and return parcels through a nationwide network of local retail locations, rather than relying on home delivery. It operates the UK’s largest carrier‑agnostic PUDO (pick‑up and drop‑off) network, giving customers greater choice and flexibility over where and how they access parcel services.
Diamond Logistics – Smarter Logistics, Seamless Delivery
Diamond Logistics has developed a delivery solution purpose-built for the complexities of modern eCommerce, combining advanced technology with a nationally distributed, owner-managed logistics network. At the heart of the operation is Despatchlab, Diamond’s proprietary platform integrating more than 60 eCommerce marketplaces and 40 carriers to provide intelligent carrier selection, real-time tracking, automated invoicing and seamless fulfilment-to-delivery management from a single dashboard.
Designed to give SMEs access to enterprise-level logistics capability without the cost or rigidity of traditional infrastructure, the solution combines micro-fulfilment, scalable warehousing and multi-carrier flexibility to improve efficiency, reduce operational complexity and maintain reliability during peak trading periods.
Innovation is underpinned by over 33 years of logistics expertise and continuous client-led development, with features such as automated customs handling and proactive exception management helping businesses trade confidently both domestically and internationally.
Today, Diamond supports more than 1,000 active clients, handles over 100,000 parcels per month and achieves a 97.81% on-time delivery rate alongside a 97% client retention rate. By combining intelligent automation with accountable local expertise, Diamond has created a delivery model that prioritises speed, cost efficiency, resilience and customer experience simultaneously — redefining what delivery excellence looks like for eCommerce businesses.
Ingrid
Retailers recognise that delivery can no longer operate as a cost centre – it must become a strategic performance and profit driver. Ingrid’s AI-powered delivery intelligence platform answers that need, enabling retailers like Ellis Brigham, NA-KD and Paul Smith, to realise the power of profitable delivery throughout the entire customer journey.
Its platform brings order to the complexity of delivery, analysing millions of data points all the way from consumer behaviour through to carrier performance. It empowers retailers to convert with precision, engage at every moment of the customer journey, and optimise business impact, making sure shoppers spend and remain loyal.
nShift – Delivering customer experience excellence with nShift and ICIW
ICANIWILL (ICIW) has transformed the post-purchase stage of ecommerce into a key part of its customer experience strategy, showing how digital innovation can reduce costs, improve loyalty and support growth. As one of Northern Europe’s fastest-growing sportswear brands, ICIW recognised that delivery is a critical “moment of truth” after checkout.
In 2024, ICIW partnered with nShift to build a fully branded post-purchase journey powered by nShift Track. Previously, customers were redirected to external carrier websites with inconsistent updates and little visibility. The new approach created seamless, ICIW-branded delivery communications across email, text and tracking portals, giving customers greater clarity and reassurance.
The results have been significant. Delivery-related customer queries fell by 50%, cutting operational costs and freeing customer service teams to focus on higher-value interactions. ICIW also turned delivery updates into a new marketing channel, achieving click-through rates of 25%, well above industry averages. More than 400,000 orders now pass through the platform annually.
By treating post-purchase interactions as part of the brand experience rather than a logistics function, ICIW has created a scalable digital model that strengthens customer relationships and supports long-term ecommerce growth.
Portaltech Reply
For NDA Global Wholesale, we operate a quality gatekeeping delivery service that ensures every website release meets clear standards for functional correctness and performance. We built, delivered, and continuously maintain an automated validation solution that runs repeatable functional journey checks and performance measurements, integrates into delivery workflows, and provides actionable reporting and trend visibility. Our approach was evidence-led and iterative: we analysed incident and release history, gathered input from engineering, product, and operations, piloted on a small set of sites, then refined thresholds, improved test stability, and expanded coverage based on real-world behaviour and feedback. Key innovations include codified go/no-go quality gates, risk-based coverage focused on the journeys that matter most, performance budgets to prevent regressions, and “anti-flake” engineering to keep results trustworthy. Effectiveness is measured through reduced defect leakage, fewer performance regressions reaching production, improved time-to-detect and time-to-triage, high gate reliability, and adoption across teams. Feedback consistently highlights higher release confidence, less manual regression effort, and faster diagnosis when issues occur—helping teams deliver faster, safer releases while protecting customer experience.
Scurri
Bulk, one of the UK’s fastest-growing sports nutrition and activewear brands, partnered with Scurri to transform delivery into a strategic driver of growth across its expanding European eCommerce operations. Facing rising costs, limited flexibility, and the risks of a single-carrier model, Bulk implemented Scurri’s unified delivery management platform to gain control, scalability, and agility.
Through a single integration to 70+ carriers and 1,500+ services, Bulk now dynamically selects the most effective delivery options based on cost, geography, and performance. Scurri’s intuitive rules engine enables the logistics team to independently configure complex shipping logic, reducing reliance on developers and accelerating operational change. This multi-carrier approach has strengthened Bulk’s negotiating power, optimised costs, and improved delivery speed and reliability.
The results are significant: a 66% increase in order volume over three years, more than £1 million in carrier cost savings, delivery lead times reduced by up to 24 hours in key EU markets, and over 2 million orders managed annually with 99.995% platform uptime.
By combining technical excellence with strong account support, Scurri has enabled Bulk to continuously optimise its delivery strategy. Together, they have redefined delivery from a cost centre into a scalable, data-driven growth engine that enhances both operational efficiency and customer experience.
Starlinks Global
Starlinks Global sets the benchmark for cross-border delivery excellence, consistently achieving industry-leading WISMO, loss, and undeliverable rates for global eCommerce retailers.
In 2026, that performance was tested under extreme geopolitical disruption across international delivery markets. While some providers reduced service levels or stopped shipping altogether, Starlinks Global maintained continuity, protecting customer experience during one of the most volatile periods in global eCommerce delivery.
On a complex international lane impacted by conflict and limited airfreight capacity, Starlinks Global reduced transit times from approximately 12 days to just 4 days, with 95% of shipments delivered by Day 4.
At the same time, Missed Customer Delivery Promise improved from 2.29% to just 0.17%, reducing missed delivery promises from more than 2 in every 100 shipments to fewer than 2 in every 1,000 despite the disruption. WISMO enquiries also reduced by approximately 15%.
These results are driven by Starlinks Global’s prevention-led delivery model, designed to identify and resolve issues before they impact the customer experience, delivering exceptional performance even in the world’s most challenging cross-border markets.
Temu
Temu is transforming cross-border e-commerce delivery by leveraging an extensive network of over 150 European logistics providers, including national postal services, regional carriers, and local couriers. Rather than building a proprietary system, Temu integrates with existing infrastructure, enabling efficient last-mile delivery, customs handling, and broad regional coverage while supporting local jobs and businesses. Temu’s share of cross-border e-commerce sales has risen from under 1% in 2022 to 24% in 2025, according to the IPC.
By providing sellers with access to a flexible, cost-effective logistics network, Temu lowers barriers to international expansion. This enables competitive pricing, faster delivery options, and improved customer experiences, aligning with consumer demands for free shipping and easy returns. Temu expects to contribute billions of euros to these partnerships this year.
Temu’s streamlined customer journey includes efficient order processing, reliable tracking, and delivery options ranging from 1-2 days for local sellers to 5-10 days for cross-border shipments. Partnerships with leading logistics providers such as Royal Mail, DHL, and La Poste ensure high standards of service, compliance, and reliability.
Advanced partner technology, including automation, cloud integrations, and real-time tracking, enhances operational efficiency and accuracy. Temu aims to make cross-border selling as simple as possible for European SMEs.
