International Mail
Issues affecting international mail.
26/01/2023
Finally, some progress!
As of today, Royal Mail have reactivated their International Tracked & Signed and International Signed parcel services. These are not the services that we normally use to send our international orders but until those services are back online (within the coming days, hopefully) we will be sending all of our backorders and all new international orders via one of these two services, depending on the destination country.
This means that any new international orders placed from today will be shipped right away and without delay, Mon-Fri.
Deliveries may take slightly longer than advertised as Royal Mail work through their backlog and we would like to thank our customers for their patience and support.
Full announcement by Royal Mail below:
As a result of growing export capability, we are resuming our International Tracked & Signed and International Signed services to all destinations from Thursday 26 January.
Delivery of International Tracked & Signed and International Signed items may take slightly longer than usual and customers may notice some difference in tracking information as items leave the UK.
We are asking customers not to post International Tracked (all formats), International Standard or International Economy export parcels into our network just yet. We are planning to provide further updates on these services in the coming days.
We would like to sincerely apologise to impacted customers for the disruption this incident is causing. Our teams are continuing to work around the clock to reinstate all remaining services for export letters and parcels as quickly as we can.
18/01/2023
Royal Mail have provided an update. They are trialling operational workarounds to try and mitigate the cyber attack and are now able to send international letters and begin to clear their backlogs. Hopefully their parcel services will be back up and running very soon.
We apologise once again to our customers for the inconvenience caused.
Full announcement by Royal Mail below:
Following the recent cyber incident, we are trialling operational workarounds and have started moving limited volumes of export parcels. While we trial these operational workarounds, we continue to ask customers not to submit any new export parcels into the network.
Our initial focus will be to clear mail that has already been processed and is waiting to be despatched. We are pleased to announce that we have resumed the export of letters to all international destinations.
Royal Mail continues to work with external experts, the security authorities and regulators to mitigate the impact of this cyber incident, with a focus on restoring services for export letters and parcels. Our import operations continue to perform a full service with some minor delays. Domestic services remain unaffected.
We would like to sincerely apologise to impacted customers for any disruption this incident may be causing. Please be assured our teams are working around the clock to resolve this situation and we will update customers as soon as we have more information.
16/01/2023
Unfortunately, over the weekend, we have been notified that the postal company we use - Royal Mail, are experiencing a systems issue which means that they are unable to process international mail at this time.
This issue is being worked on as a matter of urgency but this will ultimately cause a delay in us shipping international orders.
We will keep all international orders in reserve and ship them as soon as we are able to. Hopefully this matter will be resolved within a day or two.
We understand if you wish to cancel your order and receive a full refund. Simply let us know if you would like us to do this for you.
All UK mail remains unaffected by this issue.
Please see the official announcement from the Royal Mail team below.
We apologise for any inconvenience this has caused.
Royal Mail is experiencing severe service disruption to our international export services following a cyber incident. We are temporarily unable to despatch items to overseas destinations.
From 19 00 hrs 13th January, we will be temporarily suspending all export services and ask that you hold any export mail items while we work to resolve the issue. Items that have already been despatched may be subject to delays. This means that you will not be able to generate any labels for items being exported.
We would like to sincerely apologise to impacted customers for any disruption this incident is causing.
Our import operations continue to perform a full service, with some minor delays. Parcelforce Worldwide export services are still operating to all international destinations though customers should expect minor delays.
Royal Mail is working around the clock to restore our systems. The security and safety of our customers and their data is of paramount importance. We are not aware of any sensitive customer data having being compromised at this stage. We would like to reassure our customers that we would inform them if this situation were to change.