Dear Vindication 3.0 Backers
We are aware of issues regarding a small number of EU orders/pledges.
Firstly, and importantly, we would like the publicly thank Orange Nebula for their support, understanding, and friendship. This issue is entirely out of their hands and not of their making.
Secondly, we would like to reassure you that the current issue is affecting an incredibly small number of orders. Currently, there are 13 orders whose tracking is showing as “Held in depot – Customers charges outstanding”. 4 of these are for backers in Sweden, and 9 are for backers in Poland.
These orders have been sent via a ‘Delivered Duties Paid’ method via Parcelforce, who then pass the order on to a local carrier (GLS etc.) This means that you, the backer, should incur NO customs or duty fees.
If your order is being shown as "'Held', we will contact you with how to proceed.
However, in Poland, any parcel valued over 150 euros require the receiver of the order (you) to act as "Power of Attorney", which essentially means you are taking ownership of the package. This will incur a 5 euro fee which Orange Nebula have kindly offered to refund you. This is a Polish customs requirement and is nothing to do with either us or Orange Nebula.
Our Parcelforce account manager is working with his team to investigate this issue as a matter of priority, including the paperwork that is being demanded. We suspect that, due to the incredibly small number of orders affected, this could be random customs check and in particular Poland which we have had many parcels delivered using the same method.
In the meantime, please keep checking your tracking as when the issue is identified and resolved, orders will begin moving again, which we hope will happen ASAP.
For context, we have sent 1497 orders which are showing as “Despatched” or “Presented to Carrier” (the stage before despatched), of which 832 have been delivered according to tracking. On average, we would expect an order to arrive roughly 9 days after it was first scanned by a carrier.
We will provide further updates if necessary, when more information is available.
- Team GamesQuest