At Onyx Dragon, we want your shopping experience to be smooth and straightforward. We strive to process and dispatch your order as quickly as possible, while ensuring that all shipments are handled with care and in compliance with UK consumer protection laws.
1. Dispatch Times
- We aim to dispatch all orders within 1-2 working days from the order confirmation date. During peak periods (such as holidays), this may extend to 3-4 working days.
- Orders placed after 4:30 PM will be processed the next working day.
- We do not dispatch on weekends or public holidays.
2. Shipping Options
We offer a variety of shipping options to suit your needs, all of which are dispatched via reputable couriers to ensure safe delivery of your order.
UK Shipping
- Own-brand products (chocolates, teas, coffees): Usually arrive within 2-3 working days after dispatch.
- Yodel small parcels: Delivery within 2-5 working days after dispatch.
- Tracked 24: £3.25 for standard parcels (1-2 working days delivery)
- Tracked 48: £2.25 for standard parcels (2-4 working days delivery)
EU Shipping
- Small parcels (up to 500g): Sent via DHL Packet Plus, tracked service. Delivery is typically within 1 week, depending on customs clearance.
International Shipping (Zones 5 & 6)
- Small parcels (up to 999g): Sent via DHL Packet Plus, tracked service. Estimated delivery within up to 15 working days, depending on the destination and customs processing.
3. Delivery Times
Delivery times are an estimate and not a guarantee. Delays can occasionally occur due to factors such as customs clearance, weather, or courier delays. We do our best to ensure that orders reach you in a timely manner.
Important Note for International Orders:
- Delivery times for international orders may vary depending on the destination country and customs processing. We are not responsible for any delays that may occur at customs.
4. Shipping Costs
- UK: Shipping is calculated based on the service you choose. Prices start at £2.25 for Tracked 48 service.
- EU and International: Shipping rates are calculated at checkout based on the size, weight, and destination of your order.
5. Tracking Your Order
Once your order has been dispatched, you will receive an email with tracking details (where applicable). Please use these tracking details to monitor the progress of your delivery.
6. Customs & Import Duties (for International Orders)
- International customers are responsible for any customs or import duties that may apply upon delivery. These charges are beyond our control and vary by country.
- Please check with your local customs office for details on any applicable fees.
7. Issues with Delivery
If your order hasn’t arrived within the expected timeframe or is damaged upon arrival, please contact us at orders@onyxdragon.co.uk with your order number and clear photos of any damage. We will investigate and resolve the issue in line with UK consumer protection laws.
8. Returns & Refunds
If you are not completely satisfied with your purchase, we offer a 14-day returns policy in line with UK law, where you can return your items for a refund. To be eligible for a return, the item must:
- Be in unused condition
- Be in the original packaging
- Be in resalable condition
Please note:
- Opened food or drinks, personal care items, and custom/made-to-order goods cannot be returned for hygiene and safety reasons.
- If you wish to initiate a return, please email us at orders@onyxdragon.co.uk.
9. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery. Include:
- Your order number
- Clear photos of the damage or incorrect item
We will either offer a replacement or a full refund based on your preference.
10. Customer Responsibility for Return Shipping
Customers are responsible for the return shipping costs unless the item is faulty, damaged, or incorrect. We recommend using a tracked delivery service for returns to ensure the item is safely returned.
11. Contact Us
If you have any questions about our shipping policy or need assistance with your order, please contact us at:
- Email: orders@onyxdragon.co.uk
- Phone: [Insert phone number]
This policy complies with UK Consumer Protection Laws and aims to ensure that your shopping experience with Onyx Dragon is positive and hassle-free.
Thank you for shopping with us!