International Shipping Update 07/01/2021



Hello guys!

As you’'re probably aware, the UK and European Union (EU) struck a trade agreement just before the Brexit deadline, which means that no tariffs or quotas will be applied to goods sent from the UK to the EU. This is great news if you’'re in the EU and receiving your pomades from our UK fulfilment centre, as you won’'t be charged import duties or VAT.

The importance of customs declarations
To make sure this happens smoothly, customs declarations (aka commercial invoices, CN22 or CN23 forms) have been required for all UK to EU orders from New Year’s Day.

Delayed orders following border closures

On 21 December, there was a suspension of international services following the closure of the UK-French border. This created a backlog of international orders with DHL and Deutsche Post, which meant that some orders due for arrival in the EU before the Brexit deadline, didn’t arrive until after it.

Because these orders didn’t have customs declarations applied, they’ve now been returned to us for re-labelling and re-shipping. We'’ll be prioritising this work over the coming days to reduce the impact on EU customers.

Thank you!



Royal Mail and Parcelforce services to Europe have been reopened and are now fully operational. For items posted today,  we suggest expecting a delay up to 2 working days for some countries.

We're working with our airline and postal/courier partners across the globe to maintain services, however delays should be expected. Many countries have implemented special measure to combat the spread of Coronavirus COVID-19, especially for signature service to maintain social distancing. The number of countries we can access is changing daily.



Just another update on our holiday shipping services!

In the US, we’re very close to being back to our usual same-day despatch levels, four days ahead of schedule. In the UK, after the end of today, all orders will be going out within one day of being received, apart from a proportion that are awaiting new stock or replenishment. We’re on track to be back to our usual same-day despatch levels in the UK on Monday, subject to what the weekend brings.





Hello All!

The holiday season is here and we have an update on how this will affect our service.

Despite having a record-breaking weekend, in terms of orders packed, we’re not able to despatch the usual proportion of orders same-day, due to the challenges related to holiday demand surges. Most will now be despatched within 2-3 days.

While we appreciate this isn’t ideal, the combination of COVID and the closure of the high street over Black Friday weekend has created unprecedented online demand, which is affecting the entire industry.

Once we’ve completed Cyber Monday, we expect to despatch orders:

In the UK

  • Within 2 days until Monday 7 December
  • Within 1 day until the weekend of 12/13 December
  • Same-day from Monday 14 December

In the US

  • Within 3 days until Monday 7 December
  • Within 1 day until the weekend of 12/13 December
  • Same-day from Monday 14 December

To exceed this forecast and bring these dates forward, this week:

  • Our tech team will be supporting our operations team, to resolve issues with any orders more rapidly
  • Our sales consultancy team will continue working in our client services team, to answer your queries and troubleshoot
  • Our office-based teams will continue joining fulfilment centre shifts, where it’s safe to do so, in order to boost capacity.

We ask that you continue to support us, by: 

  • Setting expectations with your customers that orders will take longer to process and arrive this year than usual
  • Allowing 3 days before contacting us about any orders that aren’t despatched
  • Waiting at least 3 days after the expected delivery date before following up on late orders, due to ongoing courier delays
  • Giving us 3 days’ notice of any large or wholesale orders and, if possible, scheduling them for w/c 14 December.

Once again, I appreciate your support and understanding as we – and the entire industry – work through an unprecedented Black Friday Cyber Monday weekend.