Customer Service

Shipping & Delivery

UK: Postage options: Postage (1st class) for all orders up to £19.99 (inc VAT)  is £2.95.  Orders totalling £20 and over is Free Postage, and will be dispatched by 1st class post.  Orders over £35 will be dispatched by UK Mail tracked service for delivery the Next Working Day whenever possible.  Delivery of your order will be received in 1-3 days of purchase.  Of items with higher value UKMail or Special Delivery will be used. You will be notified of the tracking number on the despatched email if this method of delivery is used.

Orders are despatched same day if ordered before 4pm, Monday to Friday You will receive a confirmation email when your order has been posted. We do not post on Saturdays (except in Noember and December, or on special request).

All prices are given in British Pounds (GBP).

International orders will incur an International postage charge (starting from £12.95 (EU), Worldwide £12.95). Your order will be sent by a signed for or trackable method, whichever is available for the country.

Privacy & Security

Business privacy policy

This privacy policy sets out how flyDRAGONfly uses and protects any information that you give flyDRAGONfly when you use this website.

flyDRAGONfly is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

flyDRAGONfly may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 1 September 2010.

What we collect

We may collect the following information:

  • Name and job title
  • Contact information including email address
  • Demographic information such as postcode

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to payment websites

Our website may contain links to the Sagepay and Paypal payment websites. These are secure websites and you do not have to register to use it. If you have previously registered and forgotten your password simply click on the Pay Without Logging In button. Once in the Paypal website it may not be possible to back track to the flyDRAGONfly website.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at flydragonflyuk@gmail.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to 51 Sharston Crescent, Knutsford, Cheshire, WA16 8AF, United Kingdom.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.

Copyright notice

This website and its content is copyright of flyDRAGONfly© 2010. All rights reserved.

Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following:

  • you may print or download to a local hard disk extracts for your personal and non-commercial use only
  • you may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material

You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system. You may not use any images exclusive to and solely owned by flyDRAGONfly unless express permission has been granted in writing.

 

Ordering on our website: We use a secure method of receiving payments by Credit Card or Debit Cards. Click on Checkout. You are then automatically shown the Sagepay payment page or the Paypal payment page when purchasing your items. This is a secure method of paying and you may be asked to use the 3D Secure Payment Password system.

 

Ordering by Phone (Paypal or cheque): Please call 07974 778091 and one of our assistants will answer your call.

Ordering by Post: Please send details of item required and your address along with a cheque made payable to flyDRAGONfly, and post to 51 Sharston Crescent, Knutsford, Cheshire WA16 8AF, United Kingdom.

Returns & Replacements
Items may be returned within 15 days of receipt if found to be unsuitable or to have any defect or unwanted. In all instances the item/s should be returned in unused condition and in all original packaging with receipt enclosed, with a flyDRAGONfly returns form filled in, and also an email sent to flyDRAGONfly. Postage at buyers expense if not faulty (Recorded postal service recommended). A refund will be processed as soon as possible on the same or next working day, when your returned item has been received by us. For exchanges or replacements please phone or email first before posting.  If a refund is due via Paypal we will not be liable for refunding any transaction fees charged by your Paypal/debit/credit card on accepting the refund payment.  Size exchanges on all items are also possible in the same instance and we offer a special service for this - phone for details.  Post to: 51 Sharston Crescent, Knutsford, Cheshire, WA16 8AF, United Kingdom.

Cancellation: You may cancel your order within 1 hour of placing it, before 1pm on the day of dispatch. Please email flydragonflyuk@gmail.com or phone flyDRAGONfly on 07974778091 to advise us of this cancellation, and a refund will be promptly processed.  After 1 hour has passed, or after 1pm on the day of dispatch we are unable to cancel your order. 

Payment, Pricing & Promotions
Payment is due immediately on ordering by the Sagepay or Paypal method on our website. Pricing may be variable on items with special promotions. You may also have a promotion code which should be typed in the box on the checkout page.
Viewing Orders
To view your order, please click on Your Account and view your orders from the menu.  This can only be done if you have logged in as a Customer and not a Guest.
Updating Account Information
If you wish to alter your account information please click on the Your Account box on the Home page and log in. You may at any time inform us that you wish to be taken off the confidential mailing list.

Introduction and Acceptance of the Terms and Conditions

The general Terms and Conditions of Sale detailed below govern the contractual relationship between the ‘User’ (hereafter also referred to as ‘You’ or the ‘Customer’) and ‘flyDRAGONfly’ (hereafter also referred to as ‘We’ or ‘Us’ or the ‘Website’), belonging to the company flyDRAGONfly, VAT no 174847470, registered office is 51 Sharston Crescent, Knutsford, Cheshire, WA16 8AF, United Kingdom.  Both parties accept these Conditions unreservedly. These general Conditions of Sale are the only conditions that are applicable and replace all other conditions, except in the case of express. written, prior dispensation. We maintain that, by confirming your order, you have read and do unreservedly accept our general Conditions of Sale. These Terms and Conditions of Sale are important to you and flyDRAGONfly as they are used to protect your rights as a valued customer and our rights as a business.

Changes to the Terms of Service and the Website

flyDRAGONfly is a work in progress, and as such things may change, be added or be taken away. We reserve the right to update the Website and these Terms of Service from time to time, at our discretion and without any notice. It is solely your responsibility to keep up-to-date with the latest Terms and Conditions by checking back regularly. Your continued use of the Website following the publishing of updated Terms of Service will be taken to mean that you have read and agree to the changes.

Access to the Website

We work hard to ensure the Website is always up and available, but we can't guarantee that the Website will not have downtime for any reason. We reserve the right to close the Website for short periods of time for general maintenance, but will attempt to keep this to a minimum. We will not be liable if for any reason all or any part of the Website is unavailable at any time, for any length of time.

Parts of the Website require you to input a password to access certain features. This is to be able to give you details relevant to your order whilst still keeping them private to you. To do this, as part of our security procedures, we require you to register an account with flyDRAGONfly by entering your email and choosing a secure password. We highly recommend that you choose a strong password that is hard for others to guess, and you log out from your account at the end of every session. There is a password reset procedure in case you forget your password. You must treat your account log-in information as confidential, not disclosing it to any third party and only using flyDRAGONfly in person. If you think there may have been any breach of security then it is your responsibility to notify us immediately and if log-in is possible, to change your password.

It is a condition of your use of the Website that all the information you provide on the Website is correct, current and complete. We reserve the right to disable any user account in our sole discretion, at any time for any or no reason, including if, in our opinion, you have failed to comply with any provision of these Terms of Service.

We do not guarantee that the Website or any content provided on the Website is error free. We manage your personal data according to our Privacy Policy.

Product information

flyDRAGONfly takes great care when putting product information, descriptions and images on-line but will not be held responsible for any mistakes or omissions to any information given.

Prices

The prices indicated on flyDRAGONfly are shown in Pound Sterling and do not include delivery. The delivery costs are clearly shown and invoiced at the end of the order in addition to the price of the products. We reserve the right to modify our prices at any moment but this will be indicated to you on the order at the time the order is placed. If an obviously incorrect price appears on our website and is not corrected on your total at the time of order completion, for whatever reason (human error, technical error etc.), your order will be cancelled and the payment refunded to you, even if it has been initially validated.

Availability

We will always endeavour to fulfil your order once completed and paid for. If a product should become unavailable after your order has been confirmed and paid for, we will refund the price you paid for the product within 15 days following the date of payment. If your order includes products that are temporarily unavailable, we will send the available products out first and will follow with the outstanding items once they are available again. We will refund the shipping fees for the rest of the order. If relevant, we will offer you a replacement for an unavailable product, a product of equal price and quality. If you accept the replacement, and then wish to return it to us in the conditions outlined under Right of Return, the return postage will be covered by us. If you choose to decline this offer, and the original product is permanently unavailable, we will reimburse the price of the unavailable product.

Secure payment

flyDRAGONfly currently offers two wasy to pay for your order, PayPal and Sagepay. These payment options use advanced SSL encryption to keep your transaction secure and do not cost you anything to use (flyDRAGONfly is charged as the seller, you are not charged as the buyer) so you will not pay any extra for your order. You do not need to hold an account with these Merchants to use these methods of payments. Please refer to PayPal for full terms and conditions of use.

Delivery

Your order will be delivered to the shipping address you indicated when your order was placed. The products bought on flyDRAGONfly will be delivered to one address in the UK, Europe, or Worldwide.

flyDRAGONfly does everything in its power to respect the delivery times indicated on the website. We cannot, however, be held responsible for the consequences of a late delivery or the loss of a package caused by a third-party contracted to make delivery, or by you, or because of some unforeseen event or an Act of God. In the event where you do not receive your package, an investigation will be conducted with the carrier and may take several days upon receipt of your claim. During this period of investigation, no reimbursement or re-delivery will take place.

Right of Return

flyDRAGONfly allows you 15 days to return a product that you are not satisfied with. Your right of return starts from the moment your order is delivered. You can return the product to us within this time frame, at your own expense, with your invoice and a completed and signed returns coupon.

We request that you send us the merchandise by registered post and that you purchase insurance with your carrier for the value of the merchandise. This is necessary should they lose or damage the goods. Shipping fees remain the customer’s responsibility. The present right of return only applies to products that are returned in their original, complete condition. Any product that has been damaged, is not in its original packaging, or has packaging that has been worn beyond simply opening the product, will not be refunded. The deadlines mentioned above are effective from the date of receipt of the order.  Any faulty items will be replaced, or a refund offered paid within a maximum of 14 days, and postage paid to return the faulty item to us.

For reimbursements:

If the product is returned within 15 days of its delivery, the User will be reimbursed via the same payment method as was used initially.

Privacy and protection of personal data

The details you give us are essential for the processing and delivery of your orders, for billing and for the establishment of warranty contracts, therefore failure to provide these details will result in the cancellation of your order. By registering on the Site, you agree to provide us with sincere and true information as it concerns you. Communicating false information is contrary to the present general Terms and Conditions.

You have the permanent right to access and rectify all the information that concerns you, in accordance with The Data Protection Act 1998 and European texts and national laws in place (article 34 of the law of 6 January 1978). You can at any time make a request to flyDRAGONfly to find out what personal information we hold concerning you. You may at any time, and by request, modify this information. 

Cookies record certain information stored on your hard drive. This information enables us to generate statistics based on data from visitors to our site and suggest products that might interest you according to the items that you selected when you previously visited the site. Cookies do not contain any confidential information about you.

Intellectual ownership

All the content on flyDRAGONfly website (illustrations, texts, names, brand names, images and videos) is the property of flyDRAGONfly. Any partial or total reproduction of this content, by any means and on any support, is subject to prior and express authorisation by flyDRAGONfly. All information, content and files is protected by International law concerning intellectual ownership and copyright.flyDRAGONfly cannot give you the right to copy, display or distribute content that you do not have the intellectual rights to. All fraudulent use of this content that violates the rights held by a third party constitutes an offence of forgery, which is severely punished under the Intellectual Property Code.

flyDRAGONfly will not, under any circumstances, be held responsible if a user violates rights held by a third party through his activities on the site.

Waiver and Severability

Any failure of flyDRAGONfly to exercise or enforce any right or provision of the Terms of Service shall not constitute a waiver of such right or provision. The Terms of Service constitutes the entire agreement between you and flyDRAGONfly, and governs your use of the service, superseding any prior agreements (including, but not limited to, any prior versions of the Terms of Service). If any provision of these Terms of Service is held by a court of competent jurisdiction to be invalid, illegal or unenforceable for any reason, such provision shall be eliminated or limited to the minimum extent such that the remaining provisions of the Terms of Service will continue in full force and effect.

Feedback & Comments

Any opinions left on the Website by flyDRAGONfly customers are screened and moderated by flyDRAGONfly . If the comments infringe on the law or are inappropriate (abusive publicity, defamation, insults, out of context commentary…), flyDRAGONfly reserves the right to refuse or modify it.