Hi Porthos
The reason for the shift to couriers is down to the simple fact that we are finding that the EU postal services (and their customs services) are no longer consistent or reliable.
We have taken this step after talking to other UK companies who are experiencing similar problems such as:
Packages being returned to us 4-6 weeks after posting with either no explanation or else citing some excuse such as being unable to electronically scan a barcode on the package (we don't use barcodes) or not having a commercial invoice with the package (every order we ship has a commercial invoice inside the package).
Funnily enough we are having no problems with items delivered to us from the EU. A package from Germany arrived with us in 3 days – no problems for the Royal Mail to get it to us.
In addition, our EU customers are not happy with the delays imposed by the EU postal services and have complained to us that in the event of a problem it is extremely difficult to know how to track their packages.
By using a reputable courier we can ensure that the package is signed for on despatch (and the courier will confirm that all the paperwork is correct otherwise they won't accept it), it can be tracked en route and the courier will deal with the relevant customs, and finally will deliver it directly to the customer.
In the event of a problem we can talk directly to the courier service. In the past we have been able to resolve some issues with a couple of phone calls or an email. Try doing that with a local post office.
Incidentally, most of the companies we spoke to about this are already using couriers rather than post to the EU, or are considering doing so.
TimeCast
Edited to add that we sent a parcel to a customer in Portugal yesterday (Thursday – collected by DHL at 4.00 pm). It is out for delivery to the customer today (Friday).