![\"Denby](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/10\/Denby-101.jpg\")
<\/p>\n<\/p>\n
British heritage brand Denby Pottery<\/a> has launched direct-to-consumer (DTC) ecommerce capabilities into 29 European markets, in partnership with ESW<\/a>, ending years of post-Brexit trading challenges.<\/p>\n Denby Pottery prides itself on the strength and craftsmanship of its stoneware, which it has made on-site in Derbyshire, England, for more than 200 years.\u00a0 During the height of the industrial revolution, a Derbyshire potter \u00a0pioneered and patented new methods for firing the strong, local clay.\u00a0 Those skills and attention to detail are still alive today, with each piece of Denby passing through at least 20 pairs of hands before getting the Denby quality stamp, preserving important traditional hand-crafting techniques and local craftsmanship.<\/p>\n Denby Pottery\u2019s provenance, unique brand story, and catalogue of hand-crafted premium products – which includes timeless English heritage collections alongside more contemporary ranges – attract a large and loyal customer base.\u00a0 From pottery collectors to British ex-pats who are familiar with the brand, to younger customers who recognise its Halo cup from the Netflix show Squid Game, Denby\u2019s key markets include South Korea, China, India, United States and Europe which, pre-Brexit, accounted for a sizable proportion of revenue.<\/p>\n However, since Britain\u2019s exit from the European single market in 2021, Denby had been challenged by the complexity of meeting new regulations required to get its products into the Eurozone. The result was a poor customer experience, increased delivery costs and reduced revenue after the brand had to pull out of key European markets, including Spain which had been a strong market for Denby Pottery.<\/p>\n Its small internal team worked closely with DPD and ESW to find a solution to address some of these issues. \u00a0 Paula Bullas, Head of Digital at Denby Pottery, explains:<\/p>\n \u201cAs a premium product range with a higher average order value, many of our orders exceeded the tax and duty threshold for Europe.\u00a0 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\u2019t read the detail so were left with a bad taste when they had to pay these fees on delivery<\/p>\n In just ten weeks, ESW implemented localised ecommerce checkouts across 29 European markets, displaying all pricing\u2014including duties and taxes \u2013 in local currencies ensuring no surprise charges are added either at checkout or on delivery.<\/p>\n Additionally, ESW resolved Denby\u2019s customs compliance issues, allowing it to reactivate its key Spanish market.<\/p>\n The new checkout was launched at the end of April 2024 and Bullas noted that the customer experience immediately improved. European order values increased as customers were more confident putting items into their baskets knowing there would be no additional fees.\u00a0\u00a0 Looking ahead, Denby Pottery will work with ESW to further unlock the potential of European markets while exploring the next stage of global expansion.<\/p>\n \u201cDenby Pottery is a premium brand, and our team put huge effort into ensuring we deliver an exceptional quality product for our discerning customers.\u00a0 Our partnership with ESW means that, after several years of post-Brexit challenges, we are now able to provide a seamless customer experience to our European customers, which is vital to growing lifetime value with loyal customers while also meeting the high customer service and delivery expectations of the next generation of Denby customers,\u201d Bullas remarked.<\/p>\n Martim Avillez Oliveira, Global Chief Revenue Officer at ESW, commented: \u201cRetailers 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.\u00a0 Working with the right cross-border partner brings expertise, established relationships and economies of scale to the table.\u00a0 We are delighted to have been able to enable Denby to reactivate its crucial European markets, and the resulting revenue, so quickly.\u201d<\/p>\n About Denby<\/strong><\/p>\n Established in 1809, Denby has been making pottery in the heart of the English countryside for over 200 years. The pottery has a rich heritage of creating tableware, cookware, serve ware and home decor built up over many generations by skilled craftspeople. The stoneware and porcelain are durable enough to allow for collections to be grown over time and beautiful enough to be mixed with existing ranges. The versatile pieces are a conscious interiors choice for a more sustainable lifestyle, both in the kitchen and around the home.<\/p>\n About\u00a0 ESW<\/strong><\/p>\n ESW makes worldwide ecommerce powerful and simple. ESW offers the world\u2019s best-loved brands solutions that reduce cross-border complexity and create moments that matter between them and their shoppers. It focuses on localising the online shopping experience to increase conversions and loyalty while also taking on the complications of doing business in international markets. ESW offers frictionless checkouts, fast, reliable shipping and returns and reduces compliance and regulatory risk. All while coming alongside clients with market insights and strategies designed for long-term growth and profitability.<\/p>\n","protected":false},"excerpt":{"rendered":" British heritage brand Denby Pottery has launched direct-to-consumer (DTC) ecommerce capabilities into 29 European markets, in partnership with ESW, ending years of post-Brexit trading challenges..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/49365"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=49365"}],"version-history":[{"count":6,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/49365\/revisions"}],"predecessor-version":[{"id":49425,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/49365\/revisions\/49425"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=49365"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=49365"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=49365"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}