GREAT NEWS!
WORLDWIDE
FOR ORDERS OVER £200.00 !
Delivery Information
Flying Penguin endeavour to deliver your order within 12 days maximum. Our target delivery for UK stock to UK customers is 3-5 working days, however, any delivery times which we indicate to you (unless specifically agreed) are given as an estimate only and delivery times can never be guaranteed.
If you require delivery information on an order placed with us, please Contact us quoting your order reference and we will get back to you quickly with tracking information. We will also provide tracking information on your account history, so once your order has been shipped you should be able to find tracking details by logging into your flying penguin account and viewing your order status.
PLEASE NOTE:
We aim to hold as much stock as possible in the UK to keep shipping times down and avoid import tax charges for our UK and European customers, however, some of our products are shipped directly from our overseas manufacturers. In such cases, you are legally regarded as "the consignee" and are IMPORTING. In many countries this means you may be liable for import duties or other taxes. It is YOUR responsibility to find out about this, and your responsibility to pay any duties/taxes that may be applicable. Due to the way our items are shipped and declared this is very rare, and more than compensated for within our low prices!
Please contact us about this before placing your order, we will be able to let you know where your order will be shipped from.
Shipping Methods
We offer two shipping methods; Standard postal service or Courier (DHL or similar) service.
Standard Postal Service - standard lead times worldwide = 6-12 (working) days (3-5 for UK stock to UK customers)
Courier (DHL or similar) - standard lead times worldwide = 3-6 (working) days
Please note: Customs and handling charges are more likely to be levied by DHL than Standard Postal Services for international orders or orders sent via our overseas manufacturers.
Free shipping for orders over £200 will be despatched using Express postal service, this option can be changed at checkout if you prefer Courier shipping.
Shipping Costs
We charge a flat rate shipping cost per item.
Standard Postal Service = £4.75 per item
Courier (DHL or similar) = £7.95 per item
Any delays or inefficiencies caused by Postal services are not the responsibility of flying penguin, however we will endeavour to get you orders to you within the specified lead times shown.
Lost Parcels
The package is lost, broken, or stolen before it reaches you.
Flying Penguin will re-send the goods or give a full refund. In practice such cases are very rare. Please note confirmation of such cases can take some time, so in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation.
A Mail package has not arrived after a long time.
Flying Penguin will give a full refund after the delivery deadline has expired. These cases are rare, and if this ever occurs, we will inform you of the delivery deadline for your package, which will be 30-60 days depending on the region. Please note confirmation of such cases can take some time, so in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation.
Items in the package arrive in a damaged condition.
In such a scenario you must raise the issue immediately with the courier or postal company. Provided you follow through the correct reporting process, the goods can be handed back to the courier and Flying Penguin will send new goods or give a refund. If you do not immediately follow the courier's reporting procedure, and thus no adequate documentation is available to prove the goods arrived damaged, we will offer advice on a case-by-case basis about whether you can return the goods to us for replacements or a refund.
Cancellations
You may cancel your order at any time from placing the order to the point it is shipped and we will provide a full refund. Once the order has been shipped it cannot be cancelled however our standard warranty & returns policies will then be applicable.
Warranty & Returns
All products are chosen based on their high quality designs and proven hardware reliability, So the quality is guaranteed.
All products are guaranteed by a 12-month warranty against manufacturing defects.
All goods dispatched are checked for quality, including checks of the appearance of the goods, the function of the hardware and software, the packaging, and inclusion of applicable accessories and power adapters.
We aim to communicate openly, promptly, and carefully with all customers in relation to issues with received goods.
The 12 month warranty period begins on receipt of the goods.
This warranty shall not apply if the goods have been worked upon, altered or damaged in any way by the Customer or its employees or agents, or to goods not used in accordance with the manufacturer's instructions.
Customers who wish to make a warranty claim must comply with the manufacturer's instructions and warranty procedure. In order to resolve your problem as quickly as possible, we may refer you to the product manufacturer who will deal directly with the return. In these instances, we will provide you with the contact information for the relevant manufacturer. If you are a consumer, this does not affect your statutory rights.
Please open all the boxes or parcels as soon as they arrive. You have 14 days to notify Flying Penguin of any intention to return a product. If we are not notified of within this time, you agree to indemnify Flying Penguin in full against any losses we suffer as a result of your failure to notify us within 14 days. So please open all boxes and check your goods, as we really do want you to have a great shopping experience with us.
Goods must be returned within 14 days of delivery. We are unable to accept returns of unwanted and non-faulty items after 14 days. You must organise the return of items at your expense and risk.
The value refunded for goods returned within 14 days will be equal to the cost of the product returned less the shipping costs.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
The Returns Process:
1. Customer contacts Flying Penguin detailing the order number, product name/item code, and nature of the problem via the returns authorisation form.
2. Flying Penguin replies authorising the return and providing instruction of how and where to return the goods.
3. Customer returns the goods at their own expense using the instructions provided.
4. On receipt of the faulty goods they will be examined to determine whether the goods were faulty due to manufacturing fault/defect or whether they have been damaged through misuse.
5. If it is determined that the goods were faulty / defective due to manufacturing error we shall dispatch a replacement with full tracking details provided, as per normal orders. If a replacement or a suitable alternative is not available a full refund will be issued. If it is determined that the fault of the goods was caused by reason of your misuse or negligence, we will inform you of this and we will return the goods to you at your cost or dispose of the goods at your instruction. If you do not elect within 28 days to have the goods returned to you or disposed of, we will dispose of the goods.
Returns of unwanted items:
