UK heritage brand Denby Pottery has launched direct-to-consumer (DTC) ecommerce capabilities in 29 European markets, in partnership with ESW, ending years of post-Brexit trading challenges.
Denby admitted to issues meeting new regulations requirements to get its products into the Eurozone. The result was poor customer experience, increased delivery costs, and reduced revenue. The brand even had to pull out of key European markets, including Spain which had been a strong market for Denby Pottery.
The brand has a wide customer range from pottery collectors; ex-pats who are familiar with the brand; and now younger customers who recognise its Halo cup from the Netflix show Squid Game. Denby’s key markets include South Korea, China, India, United States and Europe which, pre-Brexit, accounted for a sizeable proportion of revenue.
Its small internal team worked closely with DPD and ESW to find a solution to address some of these issues.
“As a premium product range with a higher average order value, many of our orders exceeded the tax and duty threshold for Europe. We tried adjusting the pricing for EU customers to offset the costs of tax and duty fees, but we knew this wasn’t a great customer experience and often customers didn’t read the detail so were left with a bad taste when they had to pay these fees on delivery,” explained Paula Bullas, head of digital at Denby Pottery.
Denby will continue to work with ESW, because of its knowledge in overcoming Brexit-related trading challenges. In just ten weeks, ESW implemented localised ecommerce checkouts across 29 European markets, displaying all pricing—including duties and taxes – in local currencies ensuring no surprise charges are added either at checkout or on delivery.
Additionally, ESW resolved Denby’s customs compliance issues, allowing it to reactivate its key Spanish market.
Martim Avillez Oliveira, global chief revenue officer at ESW, commented: “Retailers and brands just like Denby Pottery are tired of the costs and headaches that Brexit has brought – yet pulling out of the Eurozone is not an option for brands that want to grow. Working with the right cross-border partner brings expertise, established relationships and economies of scale to the table. We are delighted to have been able to enable Denby to reactivate its crucial European markets, and the resulting revenue, so quickly.”
We deliver!
Our editor picks some choice pieces from the analysis flow and sends them to your inbox every Wednesday. Dedicated research report previews will also come direct to you. Subscribe for the emails.
Why not join us on Linkedin and you’ll get the best updates on our research and analysis – UK, Europe and Global – in your feed.
