Maintained high order accuracy, improved metro delivery speeds, and supported growth over a three-year partnership.
Lilly Pilly is one of Australia’s most established premium beauty and wellness brands, with customer expectations shaped not just by the quality of the product, but by the reliability of the delivery experience. For a brand operating at that level, fulfilment performance has to stay consistent as order volume grows, new products are introduced, and seasonal peaks put pressure on operations.
The challenge was not solving a one-off issue. It was building and maintaining a fulfilment operation that could support long-term eCommerce growth without slipping on accuracy, dispatch speed, or inventory control. With a broad SKU range and a customer base spread across metro and regional areas, Lilly Pilly needed a 3PL partner that could execute reliably every day while continuing to improve performance over time.
From the outset, Fulfilment Australia focused on building the operational structure needed to support Lilly Pilly’s growth over the long term. Order fulfilment was managed around accuracy, same-day dispatch, and disciplined inventory control, creating a stable foundation for day-to-day performance across a growing product range.
Over the course of the partnership, the operation was continuously refined rather than left static. Carrier mixes were adjusted to improve delivery performance across metro and regional areas, warehouse inventory accuracy was strengthened, and processes were adapted to support increased order volume, new product lines, and seasonal demand spikes without disrupting the customer experience.
Clear communication and consistent execution remained central throughout. Instead of simply maintaining service levels, the focus stayed on improving them as the brand scaled.
Across more than three years of partnership, Lilly Pilly maintained 99.7% order accuracy, giving the brand a dependable fulfilment operation that matched the expectations of a premium customer base. As the business expanded, service levels remained stable through higher volumes, broader product lines, and peak trading periods.
Metro delivery times improved by 32%, reflecting ongoing carrier optimisation rather than a one-off adjustment. That improvement helped strengthen the post-purchase experience for customers while giving Lilly Pilly greater confidence in the consistency of their fulfilment performance.
The result is a long-term operational partnership that continues to support growth without compromising service quality, accuracy, or delivery reliability.
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View Case StudyTell us about your SKUs, order volume, and platform.We’ll map out timelines, steps, and expectations before you commit.
85 Grose Street North Parramatta NSW 2151, Australia
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