Dear Valued Customer:
As part of our recent consolidation of customer services and other associated functions, it has been decided that we will further align with current Springer practices and logistics; therefore we have taken the decision to move the stock fulfillment of Higher Education titles to KNO in Germany. This move will take place June 1st 2018 and stock will no longer be dispatched by MDL. We have taken every precaution to ensure that there will be minimal or no interruption of service and supply during this period.
The transition applies to the Macmillan International Higher Education textbook division of Macmillan Education and all associated imprints (‘Palgrave’, WH Freeman, Worth Publishers, Bedford St Martin’s, Roberts). The KNO global fulfillment Centre based in Erfurt, Germany will provide distribution for all Springer and MIHE titles, which we feel will simplify this process, ensure greater consistency of service and provide greater clarity for customers.
I’d like to assure you that we are making no changes to your Springer account – all account limits, settings and preferences remain exactly as they currently are for standard Springer orders.
There are no changes required for order placement or Customer Services. The returns process and relevant addresses can be found further in this document.
Your usual Sales Representatives and Springer Customer Services contacts will remain as they currently are. This is just a change in fulfillment warehouse.
Any questions or queries you may have, please consult with your local Sales Representative, you can find details of their contact details here: https://www.macmillanihe.com/page/sales-contacts/
As of June 1st 2018 we are also changing the returns addresses for MIHE titles, please ensure you update all relevant systems to reflect this, we will have an initial transitional period to ensure stock sent to MDL in error is credited, however returns send in error to MDL end after 90 days will cease to be credited. For our updated full returns policies please refer to our website or contact your local sales representative.
All Customers - Please continue to submit returns requests to your local Sales Representative or your Springer Customer Services Centre (SCSC) as you currently do.
From JUNE 1st
For ROW customers – please send all authorized returns to:
KNO VA, Springer Nature
c/o KNV Logistik
Thank you for your continued custom and support as we make this transition.
Macmillan International Higher Education
KNO delivery times for standard orders
Lead delivery times (KNO standard shipment)
All shipments from KNO to the UK are sent out via DPD (reaches the UK within 2-3 working days).
From 100kg onwards it’s sent via freight (reaches the UK within 4-7 working days)
Shipments are sent out via standard mail (not trackable) if the weight is up to around 2kg (average amount, exact weight may differ per country)
From approx. 2kg onwards shipments are sent via DPD (delivery times 2-3 days)
From approx. 55kg (average amount, exact weight may differ per country) onwards shipments are sent via freight (delivery times 4-7 days)
Rest of the World (eg Middle East)
Shipments are sent out via standard mail (not trackable) if the weight is up to around 30kg (average amount, exact weight may differ per country)
From approx. 30kg (average amount, exact weight may differ per country) onwards shipments are sent via freight (delivery times 4-7 days)
However, these customers usually are delivered via a UK-Shipper, so the UK times apply. Or they pick up at the warehouse