Shipping policy

SHIPPING POLICY

  • UK Deliveries
  • International Deliveries

Due to COVID-19 we are currently experiencing high demand.  We are working closely with Royal Mail and our carriers to get your parcels to you as quickly as possible.  We apologise for the delay, please bear with us during this time.

 

19th January 2021 - Royal Mail have informed us of limited services in the following postal code regions due to resourcing issues.  We'd kindly ask that you allow an additional 5 working days to receive your order in these areas: E4, CO1, CO2, CO3, CO4, CO5, CO6, CO7, CO8. 

 

1 UK DELIVERIES

  • 1.1 For UK standard deliveries, please allow 7 working days* from date of dispatchto receive your order.  We'd ask that you only contact us if you have not received your order after 7 working days.
  • 1.2 For UK express deliveries, please allow 2 working days* from date of dispatchto receive your order.  
  • 1.3 We use Royal Mail and Parcel Force for our UK deliveries.
  • 1.4 For Standard delivery £5.00, our aim is to prepare your order and despatch it within 2 working days [Monday to Friday excl. bank holidays], which means that you receive your order within 2 to 5 working days from the date it was despatched. This may not always be possible depending on the volume of orders on our system.
  • 1.5 and weighs less than 2kg and you have selected standard delivery, your order will be despatched with Royal Mail which is 2nd Class Tracked.
  • 1.6 Any orders over 3kg will be dispatched with parcel force.
  • 1.7 if you require a different postal service please get in touch with us before placing an order so we can make sure we are able to fulfil your request before completing your order. Once an order is placed we cannot change the service.
  • 1.8 We will use all reasonable endeavours to ensure these times are met, but cannot be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.
  • 1.9 If you do not receive your order within 10 working days from the date of despatch, please email us at saintzdragons@gmail.com We would request that you contact as soon as possible and within 45 days of placing your order.  If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.
  • 1.10 We will reimburse any lost items upon proof of item is unable to be tracked/not received. We will check tracking and we will place a claim with the postal service used to the value of item lost. This may take 14 days after we have been notified of proof of missing item.
  •         1.11 If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.
  • 1.12 Highlands and Islands orders may be subject to additional shipping charges.  If these charges are not applied at the time of placing your order, this will be discussed with you prior to your order being dispatched.
  • 1.13 Large volume orders may be subject to additional shipping charges.  This will be discussed with you prior to your order being dispatched.
  • 1.14 We are not currently able to ship orders to PO Box addresses.

 

2 INTERNATIONAL DELIVERIES

DUE TO UK BORDER CLOSURES, WE'RE SORRY TO ADVISE THAT ANY EUROPEAN ORDERS WILL BE DELAYED. WE EXPECT SERVICES TO RESUME FROM WEEK COMMENCING 11TH JANUARY 2021 AND WILL ENSURE YOUR ORDER IS DISPATCHED AS QUICKLY AS POSSIBLE. 

  • 2.1 For international deliveries, please allow 25 working days* from date of dispatchto receive your order.  We'd ask that you only contact us if you have not received your order after 25 working days.
  • 2.2 We are not currently able to ship orders to Ukraine, Russia, Netherlands Antilles, Ecuador, Malta, Terceira Island and Aland Islands. 
  • 2.3 We cannot ship Dice products outside the UK.  If these products are on your order for international delivery, they will be cancelled and refunded.
  • 2.4 We currently use two options for international deliveries: Royal Mail and Parcel Force this May change depending on services in your country. Tracking isn’t standard unless agreed prior order which price and payment will be agreed to before order is placed.
  • 2.5 If the items on your order are less than 1kg in weight, we will send your order via Royal Mail on a standard non-tracked service. 
  • 2.6 If your order is more than 2kg we will send it with Parcelforce.
  • 2.7 We pass on to our customers only the exact courier cost to us, which is calculated based upon product weight only and the destination country.
  • 2.8 If your order is sent with Royal Mail, your order will not be tracked. If your order is sent with Parcelforce, you will receive a tracking email to show the progress of the order.
  • 2.9 When ordering goods from our site for delivery overseas you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you.  We have no control over these charges and cannot predict what they may be. Contact your local customs office for further information.  If these charges are unpaid, your order may be returned to us and we will be unable to refund shipping costs.  There may also be costs associated with the return to us, which will be deducted from any refund value.  In certain situations your order may be destroyed by customs if duties and taxes are not paid.  In this instance, we cannot refund product or shipping costs for these reasons.
  • 2.10 Please be aware that there may be limitations on what can be sent to you with regards to specific items and order value. You may also need to provide specific documentation for clearance of your order, once it arrives in your destination country.  This may vary from country to country and we ask that you contact your local customs office for additional information before placing an order. We cannot refund any shipping costs should your order be returned for any of these reasons.  In certain situations your order may be destroyed by customs if you are unable to provide clearance for the order; in this instance we cannot refund product or shipping costs for these reasons.
  • 2.11 Within our fees there is a Fuel Surcharge. This surcharge may vary from month to month therefore all international postage charges will change slightly month to month.
  • 2.12 If you do not receive your order within 25 working days, please contact Us via email Saintzdragons.co.uk
  • We would request that you contact us as soon as possible and within 45 days of placing your order.  If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.
  • 2.13 We will reimburse any lost items upon proof of item is unable to be tracked/not received. We will check tracking and we will place a claim with the postal service used to the value of item lost. This may take 14 days after we have been notified of proof of missing item.
  • 2.14 If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.
  • 2.15 Our third party carriers may not be able to deliver to certain countries at particular times for reasons of politics, government, natural disaster or operational crises. In such circumstances your shipment will be returned to our mail centre and held till such a time that they are able to deliver to you. In these circumstances you may ask for the order to be refunded.
  • 2.16 Due to strict Customs Regulations in Australia and New Zealand we cannot send any products which contain Animal bi-products, bugs in Resin, Wood items or incense to these countries.  It is the customers responsibility to ensure the products being ordered are free from these components before selecting shipping to Australia or New Zealand.  Saint’z Dragons will not be held liable for any loss or damage to shipments refused by customs for these purposes.
  • 2.17 Large volume orders may be subject to additional shipping charges.  This will be discussed with you prior to your order being dispatched.
  • 2.18 We are not currently able to ship orders to PO Box addresses.

*Working days are Monday - Friday only.  Working days will also exclude public holidays.