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Our Newsletter


Order/Stock/Support Status [Updated: 21st Sept' 2021]

Posted on 28th Jan 2021 @ 10:30:07 PM

Overall status:

  • Positive Covid test results for my (Martins) family mean that we're isolating and looking after each other. This will affect support/pre-sales communication.
  • Orders will not be dispatched between 23rd Sept 12:00, resuming Tuesday 28th Sept due to staff absence.
  • We are processing and shipping orders every day now with some exceptions
  • Royal Mail appears to be getting most of their UK services 
  • EU/EEA orders are no longer limited following our successful implimentation of the IOSS/OSS VAT changes.
  • Covid-19 continues to affect all deliveries, particularly those reliant on airlines for transport of mail/packets like Australia, Canada, etc... 

 

Update: 23rd Sept'
Myself and my wife both ended up with significant headaches and fatigue since late on the 21st and as a result I've not been online or available to resolve any issues until today. This has affected support, presales and other phone/email communication so apologies for anyone who didn't receive any update just yet. I'm triageing critical issues now and will respond to other queries as/when energy levels and time allow.

As I did not have physical contact with other team members from Wednesday 15th it seems unlikely that the other team members have been infected (by me), but other vectors (ie: their own school age children) are still potential carriers so orders, while not currently affected may be an issue in the coming week. Keeping our fingers crossed that everyone remains healthy and unaffected.

Order dispatch will be suspended from today (23rd Sept 12:00 GMT+1), resuming on Tuesday 28th Sept due to pre-planned staff absence. We can't reorganise this unfortunately so apologies for delays in the interim.

 

European (EU/EEA Orders)  (Not including the UK)

  • Two months have now passed since the new EU/EEA rules for VAT charging and imports was introduced.
  • The iniital confusion has mostly been resolved and orders are now being shipped as "normal"
  • Please read our detailed information on EU/EEA orders available here
  • We are incurring surcharges with most services but hope these will be reduced and eventually removed over time.
  • Please note that there some delays are still occuring so please allow extra time for your order to arrive.

International (Non-EU Orders)

  • Covid continues to cause delays and processing issues for International orders with some countries locking down again which reduces the airline capacity available to ship international items.
  • Non-EU countries are not affected by the delays/restrictions we've had to place on EU orders.
  • Asendia has now been reintroduced for most International destinations and will be a welcome midway solution for budget conscious customers who need it quicker than standard post.

UK Orders

  • DHL Parcel and DPD (UK) are performing well.
  • Royal Mail has improved somewhat but large letter items can still take longer than normal depending on the local sorting/delivery office status.

Final Comments.

  • We are now managing to ship orders almost every day with some rare exceptions.
  • Most of our manufacturing processes are now back online and we are working hard to build stock levels on all our products.
  • Covid-19 has started resurfacing as a major influencer of delivery speeds for International and domestic orders. 

 

 

Earlier Updates:

 

August 2021

 

  • Due to staff holidays we will be closing for a few days on 26th & 27th August so orders will not ship on those two days.
  • Support and pre-sales queries will likely be delayed between 13th and 27th August while Martin takes his family camping and catches up with family after a long year without contact.

 

Pre-May 2021

 

Overall status:

  • We are processing and shipping orders most days but please allow 48 hours for dispatch (see Royal Mail exception below).
  • Royal Mail: Please expect delays for these services. We are dispatching these Mondays and Thursdays at bare minimum.
  • International orders are now being accepted for almost all international destinations.
  • Covid-19 continues to affect all deliveries, particularly those reliant on airlines for transport of mail/packets like Australia, Canada, etc... 
  • Our children are now back in school which means we are now able to focus on manufacturing, processing orders and support (BUT This will change if we are required to isolate with our children).

 

International (Non-EU Orders)

 

  • Shipping services have been enabled for all non-EU/EEA countries and customers and seem to be progressing "normally".
  • Covid-19 continues to affect shipments, customs clearance and ultimately slows the delivery process considerably.
  • Spring (Global) now offers a number of priority and economy services.
  • DPD Classic (Road) is now operating with clearer guidelines on accepted product types per country/service.

 

International (EU/EEA Orders) 

 

  • Business customers in the EU/EEA, MUST provide their valid EORI number with their order or the order will be cancelled and refunded.
  • Valid email and phone (preferably mobile/cell) are required to ensure that customs charges can be communicated for payment.
  • The following shipping services are enabled for EU/EEA customers as follow:
    • Spring (Global) is now available as a shipping service option. (A bug affecting customers in Ireland has been fixed)
    • DHL Express for anything of higher value or where speed is required. (Import VAT and Duty will need to be paid before receipt).
    • DPD is available although some countries/products now prohibit orders including syringes, needles and some other items.
  • We are using Spring (Global) instead of Royal Mail for speed and because processing into the EU/EEA is markedly faster.

 

UK Orders

 

  • DHL Parcel and DPD (UK) are now back to a relative "normal".
  • Hermes has been paused while we review results of recent tests.
  • Royal Mail continues to provide inconsistent results with some very quick deliveries compared to other delayed orders.

 

Final Comments.

 

  • Order dispatch has largely improved, particularly since our children have returned to school with most orders being dispatched within 1 working day but we ask that you continue to allow 2-3 working days just in case.
  • The backlog of manufacturing and ink bottling is now being tackled with many "out of stock" items being made available in the last week. More work is still needed.
  • Covid-19 is still very much a factor that continues to cause numerous "normal" problems for 2020-21.
  • The Easter holiday is a time for spending time with family so support may take a little longer over bank holiday weekend.
  • We are currently undertaking significant work to bring our accounting systems up to date with the coming changes with EU cross border sales (iMOSS) and switching accounts systems.

 

 

Overall: 24th Mar 2021

Covid remains a problem but thankfully:

  • The Brexit process has been largely resolved but some issues remain, particularly with regards to the fees and charges being applied for higher value orders. 
  • Backlog of manufacturing and ink bottling is now being tackled with many "out of stock" items being made available in the last week. More work is still needed.

 

Overall: 8th Feb 2021

Some hard lessons have been learned following Brexit, many of them completely unanticipated and while we accept some mistakes, we weren't alone in hitting a brick wall after January 1st. A month later, we have finally started to identify most of the issues and are in the process of resolving each although in some cases the 

Regrettably many of the couriers and shipping services we use have experienced massive issues and while some have risen to the challenge and communicated effectively as to issues, resolutions and timescale... Others have not. DPD in particular has been a sustantial source of frustration and silence while returning substantial numbers of orders with zero opportunity to understand, learn from and improve. Nearly a month on we are only now receving the information we needed to adjust effectively and solve the problems but we are finally getting what we needed.

Overall : 1st Feb 2021

Frankly, Brexit has strained our resources, patience and creativity to breaking point and this coupled with effects of Covid-19 and our continued family responsibilities has required everyone to dig deep. I honestly can't thank everyone on the team enough for all their hard work in incredibly difficult circumstances.

We do have a manufacturing backlog and some jobs are taking much longer than expected. We're currently expecting some key tasks to take until the school half term (mid-February to catch up) so if you're waiting for something, please bear with us.

As ever, thanks for your patience, your continued support and kindness.