Non-EU/International mail problems

We’re currently having problems sending parcels to Non-EU destinations. This is a result of changes on the 1st Jan 2021 which require us to submit customs declaration information online ahead of sending the package. The changes are required by the Universal Postal Union (UPU) and the World Customs Organisation (WCO). Unfortunately, the Portuguese CTT online system to do this is still buggy, and we’re struggling to integrate it with our orders database.

The net result is that we’re having to manually enter a lot of order details into a largely-broken online form to upload the information and be able to print the barcode we need to submit the parcel to the post office. It’s a lot of work and frustration for something that should be simple!

We’re working as hard as we can to get this fixed and get back to our usual swift shipping, but for the foreseeable future there will be considerable delays to international parcels going out. Our sincere apologies for this – we’ve been caught by surprise, and it’s left us in a difficult position.

This does not affect European Union orders where customs information is not required.

Note this does affect the United Kingdom, since it is now no longer an EU member state.

If you have any questions about this, or whether your order will be affected, please get in touch.