Gorilla Sports Brexit Delivery Update


This page contains the latest information regarding the impact of Brexit on our deliveries. Any new updates will be posted at the top of the page.

UPDATE 26th March 2021

You may be aware that we have experienced a serious disruption to our service over the course of the last 3 months, as a result of Brexit. Our longstanding courier partner DPD was unable to handle the technology required to clear our parcels through customs for transit from our warehouse in Germany to our customers in the UK. Frustratingly, their issues only became apparent after we had dispatched mutliple thousands of orders. We have been working round the clock ever since to get parcels back out to customers via alternative routes. We now have a new delivery infrastructure, whereby parcels are shipped in bulk from Germany to a distribution centre in the UK, from where they go out for next day delivery. The good news is that this new system has solved the problem of customs barriers thrown up by Brexit. The downside is that deliveries now take longer than before - the transit time of your parcel from Germany to the UK will be somewhere between 4 and 9 days, meaning you can expect delivery between 5 and 10 days after dispatch.

We also need to bring to your attention the problems we're currently experiencing with stock availability. It's now been more than a year since we first went into lockdown, and demand for home fitness equipment has been dramatically higher than usual throughout that period. We did everything we could throughout 2020 to keep our supply chain moving, but the extended period of demand considerably outstripping the available supply has left us in the difficult position where the vast majority of our range is currently out of stock. If you've placed an order in 2021, the chances are that it was a pre-order. You'll have seen a date in a yellow box on the product information page, which showed you when we were expecting new stock of that item to arrive. These dates are calculated based on the date the stock left the factory, added to the standard estimated shipping time from the factory to our warehouse. Unfortunately global shipping channels are currently extremely congested because of the pandemic, which has resulted in delays to the arrival of new stock. Most of the items that we were expecting back into stock throughout March and April have been delayed by at least 2-3 weeks. We're working on a way to communicate changes in availability dates to individual customers, but in the meantime, we ask you to please allow at least 3 weeks beyond your originally expected dispatch date before you get in touch with us to query your order. We're very sorry for the inconvenience caused by these delays, but please understand that we are not able to get the ships in from China any quicker.

If you have any further questions about your order, please read our Covid-19 FAQ before contacting us. Thank you for your understanding.

 

UPDATE 19th February 2021

We've sent a detailed update by email this afternoon to all customers affected by the DPD delivery problems. We don't want to bombard you with duplicate information, so if you haven't read the email yet, please check your inbox. In short, 80-85% of orders have now been re-dispatched or refunded. A few parcels checked in by our warehouse this afternoon won't have had new dispatch confirmations sent yet, so please wait until Monday/Tuesday to receive yours if you haven't already. The remaining 15-20% of orders comprise those we mentioned on Wednesday (with incorrect import payment requests) and those which have unfortunately been lost in transit by DPD. If you're one of these customers, we will email you separately. 

Thanks for your continued understanding, and have a good weekend.


UPDATE 17th February 2021

We are aware that a number of you have received phone calls and emails from DPD this morning demanding payment of import charges. We are struggling to put into (family friendly) words how furious we are with DPD for screwing up yet again.

Most importantly, DO NOT PAY ANY CHARGES. If you are able to, the best thing to do at this stage is to either ignore the emails or hang up the phone. If they insist on an answer from you, tell them you are not paying any charges, and that they need to get in touch with the sender.

We believe these new demands relate to the 10-20% of parcels that have not yet been returned to our warehouse by DPD. We were hoping for an update from them today of where these parcels are and when we could expect them back. It seems we now have our answer!

We appreciate that any further apologies will sound somewhat hollow, so please just know that we are urgently investigating and will report back as soon as we have any firm answers.

For the rest of you, our warehouse team are still hard at work turning around the parcels that *have* come back from DPD, and hundreds more will be dispatched with UPS today.


UPDATE 15th February 2021

We have just had notification from the warehouse that they have received a very large delivery from DPD this afternoon. That means that more than 80% of parcels are now accounted for. The warehouse team will be working flat out over the next few days to get the parcels back out with UPS as quickly as possible. We are awaiting confirmation from DPD of exactly how many parcels they still have, and when we can expect them back. We'll update you again when we know more.


UPDATE 12th February 2021

We are approaching 50% of all parcels returned to us by DPD. If your parcel is among the large quantity delivered today, please be aware that you will not receive a new dispatch confirmation before Monday. We are expecting the majority of the remaining parcels back with us on Monday and Tuesday. Thank you for continuing to bear with with us.


UPDATE 11th February 2021

There are delays to all shipments within Germany at present due to severe winter weather. This has caused a shortage of trailers which means DPD aren't getting the parcels back to us as quickly as we'd like. However parcels are arriving daily, and going back out with UPS usually within 24 hours. We are continuing to apply as much pressure as we can to DPD to get the remainder of the parcels back to us as quickly as possible.


UPDATE 9th February 2021

For once, DPD have stuck to their word, and started returning parcels to our warehouse. We have so far received around 15-20% of parcels, and this initial batch will all be processed and relabelled for transit with UPS by tomorrow morning. We are expecting another large delivery from DPD tomorrow early afternoon. We won't know for sure how many parcels are in the delivery until it arrives, but again we will endeavour to get them turned around and back out as quickly as possible. 


UPDATE 5th February 2021

DPD have been unable to give us a timescale to fix the issue regarding import charges. To say we're furious with them would be the understatement of the century. We have insisted that all remaining parcels be returned to our warehouse immediately - we no longer have any trust in them to resolve their issues (not that there was much trust remaining after all the previous times they've let us down). It turns out only a very small number of parcels had made it through to the UK. All the rest are still in either Germany or the Netherlands, so should be back with us very shortly.

About 5-10% of the parcels have already been returned to us. These have already been relabelled for redispatch with UPS. These customers will receive dispatch confirmations by the end of the weekend (if they haven't had them already). For the rest of you, your parcel will go back out as soon it arrives with us. We'll update this page as more parcels arrives. 

We realise this puts us back in almost exactly the same position as we were exactly one week ago. Please believe us that we're as frustrated by that as you. There's not much more we can say than to apologise profusely again, and assure you that DPD will be hearing from our lawyers once we get all the parcels back from them.

So to sum up, this leaves you in one of the following categories:

  1. You have requested a refund. We are working through these requests as quickly as possible, and if you haven't heard from us yet, you will do very shortly.  We're only a very small team here in the UK and we're trying to balance our time between processing refunds, trying to find a solution to the problem, and all our other regular day-to-day tasks. We're sorry it's taking longer than you'd like.
  2. Your parcel is among those that have already been returned to us. If that's the case, you will receive you new UPS tracking number within 48 hours.
  3. Your parcel will be returned to us by DPD early next week, and will be relabelled and redispatched with UPS as quickly as we possibly can. Please bear in mind that there are multiple thousands of parcels, so even with a large team working on this, we won't be able to turn every parcel around within 24 hours.
  4.  You are one of the small number of customers whose parcels are already in the UK. We're very sorry but at this stage there doesn't appear to be any way to get those parcels to you without the erroneous import charges. We will contact each of you individually with a suggested alternative solution.

Whichever of those categories you're in, we'd like to thank you from the bottom of our hearts for your patience and understanding, and to tell you again that we're truly sorry. If you've ordered from us in the past, you'll know how much pride we take in the speed and quality of our service, and it's been genuinely heartbreaking to have had to disappoint so many customers over the last few weeks.


UPDATE 4th February 2021

A brief follow up to yesterday's note: DPD have asked us to advise you to disregard any import charge demands you may receive from them. That is to say, please do not pick the option that says you want to refuse the delivery. Just ignore it at this stage. This will put the parcel on hold, while DPD work to resolve the problem. Thanks for your cooperation and understanding.


UPDATE 3rd February 2021

Where do we start? We received a small number of parcels back from DPD on Monday. These were immediately relabelled and sent back out with UPS as promised. When we contacted DPD to find out where the rest of the parcels were, they told us there was no longer any need to return the parcels to the warehouse, as they had sorted out their IT issues once and for all, and all parcels were now in transit to the UK for delivery. This was not our preferred outcome - we would rather have re-sent the parcels with UPS - but as DPD were in possession of the parcels, we weren't given a choice. Obviously based on past experience, we chose not to take them at their word, and to wait for some physical evidence to back up their claim. That's why we haven't updated this page for a little while. Thanks for bearing with us.

So first, the good news. This afternoon, it became clear that the first few DPD parcels had arrived in the UK. Time to pop open the champagne? Not quite. Now the bad news. Customers have been contacting us to tell us they've been receiving demands from DPD to pay import charges before their parcel can be delivered. THIS IS AN ERROR. DPD have made yet another mistake, and should not be charging you anything. We (Gorilla Sports UK) are the importer, so any taxes and duties are to be paid by us. You are buying from a UK company, so there are no additional charges for you to pay. We are in contact with DPD and they are urgently investigating what's gone wrong yet again. They have promised us an update by tomorrow morning.

This is the really important part. If you receive a payment demand from DPD, DO NOT PAY IT. Send us an email to let us know (please remember to include your order number) so we can keep a record. We will make sure that you receive your delivery with no further charges to be paid. 

We will update you again as soon as we know more. We're so sorry that this saga is still dragging on. Thank you for sticking with us.


UPDATE 1st February 2021

Parcels being retured by DPD will start arriving back with us today. We will get them turned around and back out with UPS as fast as we can. If you have been in touch to request a refund, please contact us again if you would now prefer a resend. 


UPDATE 29th January 2021

We are now beginning the huge task of getting parcels back from DPD and redispatching them with UPS. Please bear with us - even with all the available staff in our warehouse working on this all day, it will take some time to get through every parcel. The first step will be for DPD  to return the parcels to the warehouse. They've promised us this will start on Monday. We'll keep you posted.


UPDATE 27th January 2021

We're delighted to say that the first of the parcels we dispatched last week with UPS have now been delivered. There are still delays - most parcels are still in transit, but are due for delivery within the next 2-3 working days. However we are confident that, unlike DPD, UPS have worked out how to do the customs clearance process correctly, so we will now start the process of redispatching all remaining outstanding orders. Please bear with us - we have a huge backlog of orders to get through so it will take a few days to get everything into place. Thank you for your continued patience.


UPDATE 26th January 2021

The first few parcels that left our warehouse last week with UPS have now arrived in the UK. They're not in the hands of customers yet, but the fact that these parcels have made it across the border gives us great hope that this solution will work. Once these parcels have been delivered, we will start the process of resending orders that previously got stuck with DPD. If you've received a UPS tracking number, the tracking should give you an estimated delivery date in the next few days. 
 

UPDATE 25th January 2021


As of this morning (Monday), the first batch of parcels that left our warehouse last week with the new courier are still on schedule for delivery tomorrow. We will update you again as soon as the first parcel has been delivered.


UPDATE 22nd January 2021

The good news from our alternative courier this morning is that they have confirmed that all paperwork and data is correct for all the parcels currently in transit, so there will be nothing to stop them from clearing customs. The only possible outstanding stumbling block is queues at ferry terminals. We will continue to monitor closely and keep you updated.

We also want to put your minds at rest regarding the stories you may have seen circulating yesterday and today about customers being hit with unexpected surcharges upon delivery. Please note that we (Gorilla Sports UK) are the importer from Germany, not you the end customer. Therefore any duty and VAT has already been charged to us by the courier. You are purchasing from a UK company, so there will be no additional duty or VAT to be paid by you.


UPDATE 21st January 2021

Yesterday we agreed a deal with an alternative courier company, who have guaranteed that they do not have the same customs clearance problems being experienced by DPD. 

We have done a test dispatch of a small number of parcels with them to check the system is working as expected. As of this morning, the tracking for those parcels is looking good, but we need to wait another 2-3 days to confirm that the parcels have indeed cleared customs and arrived in the UK.

Once this has happened, we will be in a position to redispatch all items currently stuck with DPD. We will be monitoring the situation very closely, and will update you again as soon as we can.


UPDATE 19th January 2021

DPD continue to assure us that all parcels currently stuck in customs, or in the queue to enter the customs clearance centre, will be delivered. However they are still unable to give us a timescale, and like you, our patient and supportive customers, we are starting to run out of patience. We are applying as much pressure as possible to DPD, at the highest possible levels within the organisation. In the meantime we are urgently seeking alternative routes to get our parcels into the UK, if DPD don't make good on their word. 

We will update you as soon as we know more. Thank you again for your patience.


UPDATE 18th January 2021

We were informed by DPD late on Friday that the delays in processing parcels through their customs clearance centre have been caused by an internal IT problem. In essence, there is a mismatch between the data system in the Netherlands (where the customs centre is) and Germany (where the parcels were dispatched from). They were hopeful that a solution would be found over the weekend, but that clearly hasn't happened. We realise how crazy this sounds: despite their assurances over many months that they were fully prepared for the changes required by Brexit, it turns out that DPD were not as ready as they thought.

As of this morning (Monday 18th), the latest from DPD is that they are still working on a fix, and will update us as soon as anything changes. In the meantime we are in urgent discussions with other couriers and freight companies to try and find an alternative path to get our parcels into the UK. As you can imagine, freight companies are not exactly clamouring for new EU-UK business right now, but we're exploring every option.

A very small proportion of parcels dispatched on 7th January have been returned to our warehouse by DPD in error. If your tracking shows "return to sender" or "delivered" to an address in Germany, please get in touch to let us know whether you want us to resend your parcel. More than 95% of parcels that left our warehouse between the 7th and the 14th will show a single scan on the tracking at "Raunheim". That's DPD's collecting depot near our warehouse. Parcels entered DPD's system here, and if there are no further scans, that means the parcel is still being held in the queue to be processed at the customs clearance centre. 

No further parcels will be dispatched from our warehouse until we have a solution. If you ordered on or after the 15th, please be aware that you will not receive a dispatch confirmation email until we are confident your parcel will be delivered.

We know how frustrating this is for you - please understand it's just as frustrating for us. We are working round the clock to get this horrible situation resolved, and we will update you on this page as soon as we have further news.

Thank you so much for bearing with us.

UPDATE 15th January 2021

DPD have advised us that they are aware of the backlogs building up at their customs clearance centre, and they are working to get the parcels cleared through customs as quickly as possible. Please continue to bear with us until we have any further updates. DPD are also aware that a small number of parcels were accidentally routed back to our warehouse over the course of the past 48 hours. If you have checked your tracking and it looks like you parcel has been returned, please email us to let us know if you'd like us to resend it to you.

Due to the size of the backlog at the customs centre, we have had to temporarily suspend the dispatch of any further parcels. Your order will be prepared and ready for collection by DPD, and will be dispatched as soon as the customs backlog starts reducing. 

Thank you again for your patience and understanding at this difficult time.

UPDATE 13th January 2021

Many of the parcels that left our warehouse on the 7th of January have now been scanned at the customs clearance centre. This will show as a new entry on your parcel tracking. DPD are unable to tell us how long the customs clearance process will take, but we're hopeful the parcels will now be forwarded to the UK without too much additional delay. This also gives us our first indication of the length of the backlog for parcels entering the customs clearance centre - currently 4 working days. We will continue to closely monitor the situation to determine whether the backlog is increasing or decreasing.

 

UPDATED 11th January 2021

This page contains the latest information regarding the impact of Brexit on our deliveries.

We would like to apologise for any delivery issues you may currently be experiencing as a result of changes brought about by Brexit. Your orders are dispatched from our warehouse in Germany, and were previously able to flow freely across the border, allowing us to offer our standard 2-3 day delivery service. We had made all the preparations we were able to make in advance of the new customs regulations that came into force on 1 January 2021. Unfortunately the information provided in advance of the changeover, by both the government and our courier partners, was insufficient and our deliveries have therefore been caught up in all sorts of red tape.

Regrettably all parcels that left our warehouse between the 4th and 6th of January were rejected by the couriers as a result. We have been working round the clock to find a solution and as of Thursday 7th January, parcels are being accepted by DPD again, and should be delivered within the next few days.

Unfortunately all parcels that were originally dispatched between the 4th and 6th will need to be sent again. Our warehouse team are aware of the urgency of the situation, and will endeavour to get all parcels back out as quickly as possible. (UPDATE: As of 12th January, these have all now been redispatched.)

We are not currently able to give an accurate estimate of how long it will take for parcels to be delivered. We will be closely monitoring the tracking for parcels in transit over the coming days to get a clearer picture of the length of any further delays.  If the tracking for your parcel shows a scan at Raunheim, that means the parcel is in DPD's network and is curently awaiting customs clearance. DPD have informed us as of 11th January that there is a significant backlog at the customs clearance centre, and they are not able to confirm when parcels will arrive in the UK.  

We also hugely regret that DPD have imposed a £10 per parcel surcharge in order for them to process the additional customs documentation. We wish this wasn't the case, but unfortunately these charges will have to be passed on to our customers for any new orders placed after 6th January. This will be calculated on your order as £10 per 30kg. Orders completed before the new charge was imposed are not affected by this change.

DPD are not currently able to handle deliveries to Northern Ireland or the Republic of Ireland. If you're in the Republic of Ireland, you will not currently be able to place an order. Our website platform is not currently able to block orders from addresses in Northern Ireland, so we respectfully ask you not to order if you live there. Any orders with an NI address will be cancelled and refunded. We're very sorry for the inconvenience caused by this.

We are still in negotiation with our other couriers, UPS and DSV, and don't currently have a solution for exporting with them. Therefore we have temporarily suspended sales on all oversize (longer than 180cm) or overweight (heavier than 32kg for a single box - multibox items such as sets of weight plates are not affected) items. We hope to reinstate these as soon as possible.

We would like to thank all our customers, old and new, for your understanding at this very difficult and unpredictable time. We fully appreciate how eager you are to get your hands on equipment to work out at home while gyms remain closed, and we sincerely apologise for any additional difficulty that has been caused by these circumstances.

The Gorilla Sports UK team

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