IMPORTANT UPDATE: For information about delays and new delivery surcharges, please read our Brexit Update. For general information about stock availability and our current operations, please read our Coronavirus FAQ.
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 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.