Shipping updates

Posted on April 7 2020

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While many of the issues we saw with having products made and shipped at the beginning of the pandemic have now stopped, there are still significant delays happening. Reduction in staff to allow for distancing in the workplace has increased production times to some items, and the reduction in commercial flights means delays shipping items. This has in turn increased the amount of goods shipping via sea, which means we are seeing some delays as our products don’t make it onto ships that are already full. Delays at port, exacerbated by reductions in staff to allow for COVID distancing, means these delays are worse than usual.

Book printers in the UK are also experiencing delays, both due to a reduction in staff and because many books that were scheduled to be published earlier in the year were pushed to the autumn, meaning they have more titles to print now. We are seeing delays in receiving books as a result of this.

We are doing everything we can to minimise these delays and build buffer periods into our planning so that delays affect boxes shipping on time as little as possible. That said, we are operating during a pandemic and there is only so much we can do to stop delays. We are so grateful for your continued patience during this difficult time.

We also want to assure you that the fulfilment centre who pack our boxes are taking every precaution to ensure this is done safely both for their employees and our customers. Our packers are spread the required distance apart, are wearing gloves to pack, and have extra sanitising products available. Our shipping company are also taking every precaution with handling boxes.

Here are a few general things to note

  • Our shipping company has reported that their courier partners are able to deliver in almost all countries they ship to. We are seeing delays in shipments both due to the lack of cargo planes and additional border checks, so please do be patient once you receive your tracking email. If there are no tracking updates after a week, or you have any concerns regarding the shipping of your order, please get in touch with us by email
  • We are able to change the delivery address of your order if needed. The last point this can be done is when the ‘Check Your Address’ emails go out to customers approximately 10 working days before orders ship.  These emails need replying to within 24 hours if you need to change the address, and after that point additional address changes are not possible. You do not need to reply if your address is correct. You can change your address for an existing order any time up to this point by emailing us to request it. Please note that changing your address in your account does not change it on any paid-for orders, including subscription renewals. 

Information updated on Thursday 4 March

General updates

Brexit has exacerbated existing congestion at UK ports, causing considerable delays. As a result for at least the next few months we will begin shipping our monthly boxes & book only orders during the final week of the month

Due to a UK-wide cardboard shortage our orders will be shipping in plain boxes for the next couple of months. As a result of supply line issues, we’re unable to get more of our yellow book bags for the foreseeable future, and all book orders will instead ship inside clear acetate bags.

February ‘The City is Ours’ boxes and book only

Due to Brexit exacerbating existing port delays, these will begin shipping at the end of February

Update 08.02: The bad weather in the UK currently means the port our final item should be coming into is currently closed. This unfortunately is going to delay our February boxes. We should have more news early next week.

Update 19.02: The ship our final item is on has finally landed after a month-long delay, and the item will be delivered to us early next week. Our fulfilment centre have begun packing the book only orders in advance, and we’re hoping the full boxes will begin shipping at the end of next week, but it may be the beginning of the week after.

Update 23.02: Our final item has arrived, and our fulfilment centre are now packing the boxes. We’re hoping they will begin shipping at the end of this week, but it may still be the beginning of next. We will have an update in a few days.

Update 24.02: Our February boxes & book only orders will begin shipping on Monday! UK tracking will be sent early next week. International boxes will ship in batches and you will receive tracking when yours ships. We expect all orders to have shipped by the end of next week. If you’re in the EU, we are still seeing delays as a result of Brexit. Things will hopefully be a bit quicker than last month, but please bear in mind that there most likely wont be a tracking update until your order has passed through customs, and please allow extra time for this to happen.

Outstanding orders for The Last Wish, Uprooted & Spinning Silver and This Is How You Lose the Time War

Orders placed on or before 13th February will ship with the February boxes. Orders placed after this date will ship with the March boxes.

Update 24.02: UK orders have already shipped. International orders will ship in batches from Monday and you will receive tracking when yours ships. We expect all orders to have shipped by the end of next week. If you’re in the EU, we are still seeing delays as a result of Brexit. Things will hopefully be a bit quicker than last month, but please bear in mind that there most likely wont be a tracking update until your order has passed through customs, and please allow extra time for this to happen.

Chain of Iron and Red Tigress

We expect these to begin shipping either the end of the first week of March, or early the following week

Update 04.03: Our fulfilment centre are now packing these orders, and we’re expecting them to begin shipping early next week.

A Court of Silver Flames mini box

We expect to begin shipping these around mid-March

Update 04.03: The dust jackets will be arriving on 9 March and our fulfilment centre will begin packing these boxes as soon as the Chain of Iron and Red Tigress orders have finished packing. We expect these to start shipping 15-16th March.

March ‘Fighting Spirit’ boxes & book only

These are currently on track to begin shipping sometime in the week commencing 22nd March, however our sea shipments have been heavily delayed so far this year so this may change.

Rule of Wolves

We’re expecting this to begin shipping towards the end of the first week of April.

 

PAST PRODUCT SHIPPING UPDATES

The Mask Falling

These will be shipping in early February

Update 08.02: These began shipping on Friday. International orders always ship in batches and you will receive tracking when your order ships. All orders should be shipped by the middle of this week, don’t forget to check your spam folder for your email. We are seeing delays clearing boxes through customs as a result of Brexit. The delays are approximately a week. Once your parcel ships the tracking will likely not update again until it has cleared through customs, this is normal.

Update 15.02: Our parcels to Ireland are still held up. This has been caused by our shipping company needing to change the courier used, and the resulting backlog from this. Further delays have been caused by the bad weather. Parcels for Ireland should see tracking updates this week.

January ‘Rebellious Royals’ boxes & book only

Due to Brexit exacerbating port delays, one of the items for this box is held up. We are expecting to begin shipping orders during the final week of January.

Update 19.01: Our final item is delivered on Thursday, it was very delayed due to issues at the ports mostly because of Brexit. Orders will begin to be packed end of this week and will start to ship towards the end of next week

Update 26.01: Orders will begin shipping from tomorrow! UK tracking will be sent this week, international orders always ship in batches and you will receive tracking when your order ships. All orders should be shipped by early next week, don’t forget to check your spam folder for your email.

Update 04.02: Our shipping company are seeing delays longer than they anticipated for parcels going to the EU. They are speaking with the couriers about why this is and how long we can expect the delays to be, and we will hopefully have an update soon. Some EU parcels have begun to update in the last day or so, and we expect to see more updating late this week/early next week. We know the delays are frustrating but please do bear in mind that this is the first delivery since Brexit. We appreciate your patience and understanding.

Update 08.02: Most of our EU parcels have now been delivered or have cleared customs and are on the move to our customers. The countries that are still held up are Spain and Ireland and we have asked for an update on these. There are also delays in the Netherlands but these are due to snow rather than Brexit.

Update 15.02: Our parcels to Ireland are still held up. This has been caused by our shipping company needing to change the courier used, and the resulting backlog from this. Further delays have been caused by the bad weather. Parcels for Ireland should see tracking updates this week.

Outstanding orders for The Last Wish, Uprooted & Spinning Silver and This Is How You Lose the Time War

These will be shipping with the January boxes & book only.

Update 19.01: For orders placed prior to 10th Jan: UK orders were sent at the end of last week, international orders will be shipping with January boxes & book only orders, with shipping beginning towards the end of next week.

Update 26.01: UK orders have already shipped and international orders will begin shipping from tomorrow!  International orders always ship in batches and you will receive tracking when your order ships. All orders should be shipped by early next week, don’t forget to check your spam folder for your email.

Update 04.02: Our shipping company are seeing delays longer than they anticipated for parcels going to the EU. They are speaking with the couriers about why this is and how long we can expect the delays to be, and we will hopefully have an update soon. Some EU parcels have begun to update in the last day or so, and we expect to see more updating late this week/early next week. We know the delays are frustrating but please do bear in mind that this is the first delivery since Brexit. We appreciate your patience and understanding.

Update 08.02: Most of our EU parcels have now been delivered or have cleared customs and are on the move to our customers. The countries that are still held up are Spain and Ireland and we have asked for an update on these. There are also delays in the Netherlands but these are due to snow rather than Brexit.

Update 15.02: Our parcels to Ireland are still held up. This has been caused by our shipping company needing to change the courier used, and the resulting backlog from this. Further delays have been caused by the bad weather. Parcels for Ireland should see tracking updates this week.

December ‘A Legacy to Protect’ boxes

We are aiming to ship these earlier than usual, closer to the middle of December, so they will hopefully reach as many customers as possible before Christmas

Update 17.11: Our fulfilment centre will begin packing these boxes once the DOSAB boxes are finished packing. We are aiming to ship them in the first half of December

Update 30.11: Our final item arrives later this week. As soon as the Daughter of Smoke and Bone boxes have shipped, our fulfilment centre will begin packing these boxes. We expect they will begin shipping around 14/15th December

08.12: As soon as the DOSAB boxes are finished packing, our fulfilment centre will begin packing these. Due to the slight delay with DOSAB, these are now more likely to begin shipping towards the middle of next week.

15.12: Boxes & book only orders will begin shipping this coming Thursday (17.12). International orders will go out in batches, with tracking sent when your order ships. All international orders should have shipped by early the following week. UK tracking will be sent on Friday.

29.12: Some couriers, most notably DHL in Europe, are currently experiencing delays with processing parcels. The national lockdown in the Netherlands is also causing delays there. If you don’t have a tracking update/have not received your order by 1st January 2021 please let us know and we can chase this up for you. Please don’t contact us before this point.

Outstanding orders for the Uprooted & Spinning Silver sets, This Is How You Lose the Time War and The Last Wish

All outstanding orders will be shipping with our December boxes

08.12: As soon as the DOSAB boxes are finished packing, our fulfilment centre will begin packing these. Due to the slight delay with DOSAB, these are now more likely to begin shipping towards the middle of next week.

15.12: Orders will begin shipping this coming Thursday (17.12). International orders will go out in batches, with tracking sent when your order ships. All international orders should have shipped by early the following week. UK tracking will be sent on Friday.

29.12: Some couriers, most notably DHL in Europe, are currently experiencing delays with processing parcels. The national lockdown in the Netherlands is also causing delays there. If you don’t have a tracking update/have not received your order by 1st January 2021 please let us know and we can chase this up for you. Please don’t contact us before this point.

Illumicrate Collections: Daughter of Smoke and Bone boxes

These are currently on track to begin shipping towards the end of November

Update 28.10: Due to an ongoing delay with one of the items in this box, there’s a chance they may begin shipping at the very beginning of December. We will do everything we can to get these boxes out as fast as possible.

Update 17.11: Due to ongoing delays with one of the items in this box, these will now begin shipping in early December

Update 23.11: Our final item is now on its way to us. As soon as it arrives these boxes will begin packing. We estimate they’ll begin shipping either at the end of the first week of December or beginning of the week after

Update 30.11: Our final item arrives this week and our team will begin packing once it does. We expect boxes will begin shipping early next week.

Update 08.12: These boxes begin shipping tomorrow. UK boxes will be collected in batches each day for the rest of the week, due to the reduced capacity of Royal Mail. Tracking will be sent towards the end of the week. International boxes always ship in batches and you will receive tracking when your box ships. Please keep an eye on your spam and promotions folders for this. The boxes will not be shipped in our usual black boxes as the items were too big to fit, and will instead ship in plain boxes (the boxes are shipping later than planned because of this).

November ‘Spellbinding Stories’ boxes

These are currently on track to ship in the second half of November

Update 09.11: Due to congestion at UK ports, one of our items for this box has been delayed. They’re now set to ship at the end of November

Update 17.11: We still have one item held up because of congestion at UK ports. As soon as this item arrives our fulfilment centre will begin packing. We’re hoping to ship these boxes at the very end of November

Update 24.11: Our final item arrived today and packing has begun. We expect these boxes will begin shipping at the beginning of next week.

Update 26.11: Boxes will begin shipping on Monday 30th. UK tracking will be emailed out Tuesday/Wednesday. International boxes ship in batches, and you will receive tracking when yours ships. All international boxes should have shipped by the end of the week.

 

With love,

The Illumicrate Team