Customer Service Delays

Identified

Due to the global supply chain/shipping crisis, we are currently receiving a very high amount of customer service messages. As we are a small family business we are doing our best to reply to these as soon as possible and we will address any concerns as we get to your messages. 
For all shipping issues please check our status updates page for the latest information or the posts in our Facebook Group.
Please do not post your questions to our social media as they are easily lost and will add to increased delays in replying. 
Thank you for your patience.

Dec 22, 2021 12:42 am

Shipping update - 7th February

Investigating

I've got a feeling of deja vu; but here's another shipping update. I can't promise all of the answers, but I can promise transparency as usual.

My last update (this time last week) was based on the advice I had that kits were packed and being picked up Monday 29th - however it seems this guidance was not correct. I am guessing (without having spoken to the team in HK), that orders weren't picked up thanks to the Chinese New Year festival. Once I can confirm this I'll have more information for you all.

That said, I can see tracking numbers populated for all outstanding orders, which is good news. I'm manually assigning those to your orders and you should be able to see them in your account once that process is completed.

The information I gave on each kit last month remains accurate, though some Country Cottage kits have be packed in with Australiana & Planner Love; as they (Australiana and Country Cottage) arrived with us at the same time.

The GOOD NEWS - I've taken delivery today of Book Lover 2; so there's no reason that that kit won't be dispatched on time, on February 15th 🙂 Hooray.

We're both incredibly frustrated with these delays and feel your pain.

Thank you for your support and patience.

Michael & Sami.

Feb 7, 2022 2:40 am
Monitoring

Planner Love / Australiana / Country Cottage Shipping update!

We've finally got some good news on the subscription kits shipping schedule!!!

Planner Love and Australiana are being packed and dispatched MONDAY to most destinations, but I've already got tracking numbers for those shipments; so you will be seeing fulfillment notifications on those shortly. Hooray! Just a reminder; you will also be receiving a randomly selected magnetic bookmark pack with your order as a thank you for your incredible patience on these orders.

Country Cottage is due in our warehouse this week (it's been split in shipping - we have kits but no papers); and will be dispatched very shortly after it is received. Again, tracking numbers on that kit will be issued as soon as they're available.

Book Lover 2.0 WILL be billed on 1st February, and there is less stock of this available than usual - we totally understand that some people have chosen to skip the kit while we sort through the shipping challenges, and have ordered less accordingly. That said, this kit is due to me by February 8th and will ship ON TIME, if not early.

Detail of the shipping woes, for those interested:
So, Planner Love kits have been sitting in the warehouse for a little while; which is why some people have received them already. Back in late December, we made an (irreversible) call to combine orders for Planner Love and Australiana (for people who had ordered both), to help clear the backlog in what we thought was going to be the best way. At the time we made that decision, Australiana had been dispatched to us and was approximately 3 days away from hitting our warehouse, based on normal timelines, and Planner Love had been received late thanks to a sticker book issue that wasn't identified until we had the samples in our hands - so the decision to ship them together seemed to make sense. That said, we also added a free product to all orders for Australiana, Planner Love or the combination of those kits as a thank you to you, our wonderful subscribers for your grace, understanding, and patience.

We did not, however, anticipate some lockdown events that happened in Shenzhen thanks to Covid's new variant, Omicron. Sadly, the shipment with Australiana managed to hit the wrong DC on its way to us; and this particular DC found itself shut down for a period that was described as "indefinite", and ended up being 3.5 weeks in total; hence the product only just getting to us. The tracking information we saw simply stated "Customs delay, please be patient", which is hardly reassuring, and it was not until I was able to have a phone call with the courier and our supplier (who graciously acted as a translator for me) that I got clarity on exactly what had happened. What a saga!

The Country Cottage kits were a miss on our end - they should have been delivered to us on time, but between Sami and I dealing with the demands of Christmas, our other late kits, some unexpected bumps in the road when it came to our warehouse move and trying to be everywhere and answering everything, one component wasn't ordered until late (the amazing bonus item); and this delayed the kit. We're sorry about that.

The good news now - we've been through that fire and fixed a large number of process issues, which will help us deliver your kits as reliably on time (even ahead of time) like we have in the past!

Thank you again for your patience, understanding and support. We can't wait to see what you create with all of the amazing planner supplies that will shortly arrive with you!

Sami & Michael

Feb 7, 2022 1:23 am
Investigating

First, a general update: Depending on destination country; I'm expecting orders to be shipped a minimum of 2 times per week from now, for in stock items.
US orders will ship directly via USPS (we've eliminated DHL in the process); AU orders will ship via Aus Post and orders everywhere else will ship via NZ post.

USA
- some orders that were placed in December have been stuck in the DHL freight network; and will show their last step in tracking on 13 December. DHL have assured us that those orders will start showing tracking by Monday (but hopefully by Friday 14 Jan). By moving to USPS directly; we'll be saving time in the delivery process; and I'm being promised that orders will be dispatched 3 times per week.

NZ
- I'm aware of a few dozen orders that have been lost by Aramex, mostly Masquerade kits but there are a few Christmas at Home bundles in there. They (Aramex) have asked for time to investigate; and I'll be in touch with any affected customers once I have an update from them. NZ orders will be going via NZ Post from now so we shouldn't encounter this issue again.

AUS
- Orders are going out on the same frequency as the US (ie 3 times per week); only via AusPost.

Other Destinations
- We've moved to NZ Post for these orders; so picking twice per week.
Tracking: Fulfilment notifications should trigger when the order leaves our warehouse and is handed to a courier. I say should because I know that in some cases this hasn't been happening. In most cases, it will take approximately 4 days for movement to show - this doesn't mean that there's nothing happening; just there is a lag with notifications showing.

Jan 15, 2022 1:10 pm
Monitoring

I know everyone loves a good shipping update; so I just wanted to share some news that has literally just landed in my inbox from DHL.
In a nutshell, the Omicron Covid-19 variant is causing chaos globally, compounded by severe weather events in the US and making things slow down somewhat.  DHL are being used in some capacity for most Australian and US orders; so this will impact us (though we are using AusPost and USPS too).

Text directly from DHL below:

Dear Michael,
Logistic networks across the world have been impacted by the rise in cases of the Omicron variant of COVID 19. The surge in cases is affecting staffing levels at both airlines and local postal operations, which is causing delays to transit times, in particular for Europe shipments. Additionally severe winter weather across the US is also impacting US deliveries.
We are implementing contingency plans where possible to ensure we provide you and your customers with the best possible service, however as employee safety is number one priority for us and our partners please expect delays.
We will continue to monitor this situation and keep you updated accordingly.
Thank you for your shipping with DHL eCommerce Solutions.

Michael

Jan 8, 2022 2:56 am
Identified

Copied from an email sent to all subscribers:

We are writing with an update regarding shipping and dispatch for your Planner Love or Australiana subscription kits.

We had previously emailed advising that both kits would ship together (where you had ordered both), and that we would include a set of our new magnetic bookmarks with our compliments in that parcel. The good news is that this is still the case!

Unfortunately, delivery of these kits to our warehouse has only just been completed; which had delayed our shipping of them for approximately 2 weeks.

The good news, however, is that we are currently preparing those kits for dispatch, and expect to have the majority of them underway to you this week.
Where you had ordered both kits, they will be dispatched together in the one box; while if you've ordered just one or the other it will be packed on its own.

The tracking numbers will be available in your account by the end of this week; and emails should trigger around that time.
We have also made some improvements to our shipping lanes, and expect that delivery of these kits will be quicker than what you experienced with Masquerade.

Thank you for your patience and understanding.

Sami & Michael

Jan 5, 2022 9:40 am

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