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    SHIPMENT GUIDANCE

    About UsABOUT US
    Six perfect steps for shipmentSIX PERFECT STEPS
    FAQFAQ
    Why choose Dragon SeaWHY CHOOSE DRAGON SEA
    Cartons and packing materialsCARTONS & PACKING MATERIALS
    DocumentationDOCUMENTATION
    Prohibited & Restricted ItemsPROHIBITED & RESTRICTED ITEMS
    Sender's & Shipper's responsibilitiesRESPONSIBILITIES
    Insurance priceINSURANCE PRICE
    Insurance claimINSURANCE CLAIM
    Customs InformationCUSTOMS INFORMATION


    IMPORT SERVICE

    Importing goods from abroad into the UK is easy and affordable with Dragon Sea.

    Import Service
      

    TERMS OF USE

    As a user of this website (referred to as "you/your") you acknowledge that any use of this website including any transactions you make ("use/using") is subject to our terms and conditions below.

    Definitions

    Listed below the following terms that will be found in these terms of carriage:

    Consignment – A parcel or group of parcels sent through this service to each individual address.
    Consignee/Receiver – The person who is receiving the consignment.
    AWB/Airwaybill – The documentation placed on the parcel.
    Third Party - The carrier with whom the order is placed utilising the account that DragonSea has with the major carriers.
    Working Day - Monday to Saturday from 9am to 6pm within the UK, excluding public holidays. NB Please check with individual overseas countries to establish their working hours.
    Admin Rate - £7.00 + VAT
    Guarantee - Collection or delivery guarantee on applicable service or 'your money back'.
    Driver Release area - Carrier term for a 'safe' area where goods can be left without a signature (USA Only)

     

    Obligation to the customer

    DragonSea will arrange delivery of the consignment/s through a third party service with a reputable carrier as chosen at the time of ordering.

    DragonSea can only accept orders online from UK residents, with a UK registered card to ensure VAT is applied correctly.

    1-3 delivery attempts will be made for each consignment, depending on the service. If unsuccessful the consignment will be returned. It is the customers responsibility to track all orders and contact our offices prior to the return to rectify any issue. Once returned the item will not be re shipped free of charge, as delivery has been attempted and the return completes the agreed contract.

    DragonSea do not come into direct contact with the consignment/s but arrange for the collection through one of the major carriers that we hold an account. Please ensure the correct parcel is given to the correct collecting agent that you have chosen at the time of ordering.

    Export services can be collected from a Residential address or Business. Please note the Import services are collection from a Business address only.

    The carrier / DragonSea have the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large.
    In addition DragonSea Ltd has the right to refuse any order/user from our system.

    All queries/claims must be directed through DragonSea Ltd who will then contact the relevant carrier on the sender’s behalf. If the carrier is contacted directly, DragonSea Ltd may not be able to assist you with your query at a later date.

    DragonSea services are door to door. It is advised to check the zipcode before sending for International addresses in case of exclusions. Please note many areas in Turkey and Ukraine are not door to door.

    Please note shipments to the Reunion Isle, are classed as France, but only Express (Air) services will be available to this destination. If any other service (Road/Sea) is booked and the parcel returned, no refund will be given.

    All services offer signed for delivery, however Please note that certain areas of the USA are classed as 'Driver release areas' this means that the carrier deems this a 'safe' area and parcels can be left at the door without a signature. No claim can be made for such deliveries. Please check before sending.

    This automated ordering system books the collection as requested by the customer. If this collection fails you must contact DragonSea Ltd where an alternative collection will be booked as soon as possible.

    The automated system books and charges for the delivery. If the consignment/s has to be returned then a return charge will be applied.

    DragonSea Ltd can only deliver to a full street address included PO Box.

    DragonSea require a telephone number for the receiver who may be called in the event of an address query. Please note for any overseas address a local number is needed, the carrier will not call a UK number. DragonSea will not re ship any returned item if a telephone number has not been provided and the carry could not call to arrange delivery.

    All prices quoted on this web site are in pounds sterling.

    Payment is taken by our automated system at the end of your order once the service has been booked with our carrier.

    DragonSea reserve the right to refuse any order and will process payment security checks on certain transactions and values.

    This service can be cancelled and a full refund will be given up until the time the consignment is collected.

    The order and any cancellation of order will be confirmed in writing. If this is not received, please contact our offices where the transaction will be checked.

    Tracking is available through our Web site or by calling our Customer Service department. It is the customers responsibility to track all shipments. If the driver has used a different tracking number than expected then you will be able to track using the number left at the time of collection on the carriers own website or by calling the Customer Service team. Hard copy Proof of Delivery will be charged at £7.00 per item. Please note the Proof of delivery is only kept for up to three months after delivery.

    All refunds will be processed within 10 working days.

    Prohibited & Restricted Items

    Please check that we are able to carry your contents before placing your order. Items that are strictly Prohibited are listed as such and CANNOT be sent through our services.

    Restricted Items can be sent but will travel without any inclusive or additional damage / loss cover and are therefore sent at the owners risk, no claim can be made under any circumstances.

    Please see the Prohibited / Restricted Item section. Prohibited / Restricted items could be subject to non collection, delay or return. If a Prohibited / Restricted item is collected and then later returned, no refund of carriage will be given and return charges may be applicable.

    In the event of damage a Prohibited/Restricted item may be discarded depending on the condition of the parcel. No claim for loss or damage can be made on a Prohibited / Restricted item.

    In addition the sender will be liable for any damages caused in transit to other shipments or property resulting from sending a Prohibited / Restricted item.

    DragonSea operates an automated booking service. If you chose to purchase additional transit cover on a Prohibited / Restricted item the cover is invalidated.

    In addition DragonSea have a check box that must be ticked to state the Prohibited / Restricted items & Terms and Conditions list have been read before an order can be completed.

    Please note - Hazardous / Dangerous goods are strictly prohibited from our services. Failure to declare Dangerous goods can lead to prosecution where unlimited fines and imprisonment is possible.

    Item/s sent within a Hazardous box will be classed as such. DO NOT RE USE OLD HAZARDOUS BOXES.

    The Prohibited / Restricted Items must be read and understood as part of these Terms and Conditions.

    Collection & Delivery

    The automated system books the collection as per the customer’s request. The system will tell you if the time slot is available if not you can select an alternative. Please note this collection time is not guaranteed on any services apart from DragonSea Premium which offers a money back guarantee if collection fails. In the rare event that the courier cannot make the collection we will re book within 24 hours as long as the customer is available.

    Please note, we cannot specify a morning collection. You can request after a certain time if permitted, but collections will be made up until 6pm on any given working day.

    Deliveries can be made any time up until 9pm on the DragonSea Home services, 6pm on all other services.

    DragonSea services are door to door. It is advised to check the zipcode before sending for International addresses in case of exclusions. Please note many areas in Turkey and Ukraine are not door to door.

    1-3 delivery attempts will be made for each consignment, depending on the service. If unsuccessful the consignment will be returned. It is the customers responsibility to track all orders and contact our offices prior to the return to rectify any issue. Once returned the item will not be re shipped free of charge, as delivery has been attempted and the return completes the agreed contract.

    Collections & Deliveries are made on Working days only. Saturday collections / Deliveries are available on request but are not guaranteed. Refund of the Saturday surcharge will be applied if delivery is not made on the relevant Saturday.

    Please ensure you are in at the collection time that you request. A surcharge of £10.00 will be applied if you are out when the driver tries to collect.

    A receipt must always be obtained on collection of your consignment. No claim can be made if a collection receipt has not been obtained as there is no proof that the carrier has collected the parcel. In such a case a full refund will be given as there is no proof of service taking place.

    On the advised services the driver will leave a Waybill document that you may have to complete with the to and from address details. It is the customer’s responsibility to ensure that all the details are correctly completed and displayed on the correct parcel and no claim or reduction will be made if the parcel is sent and the details were incorrect or placed on the incorrect parcel. It is not the driver's responsibility to check this information, so please ensure this is checked before he leaves.

    Shipments to and from remote areas nationally and internationally on all services may be subject to delay. Please check the address with us prior to sending for advised transit times.

    Please note that any guaranteed service will guarantee a delivery time once collected. If the collection fails it will be re booked as soon as possible this will be no later than 24hours as long as the customer is available for collection. No refund / discount will be given for failed collection unless the DragonSea Premium service has been booked where a full money back guarantee is in place for failed collection or delivery.

    Transit times must be checked for the service ordered. Guaranteed services are not guaranteed to remote areas. Please check the collection and delivery address before sending to see if the guarantee can be offered for your consignment.

    Non guaranteed shipments list the specified transit time and as stated, are not guaranteed.

    On some services there will be a surcharge if a re delivery is necessary. Please check the service description prior to sending.

    A customs invoice must be completed for ALL countries outside the European Union. You will be guided online to complete this if applicable and a template will be e-mailed to you once the order is placed. Four copies of this must be given to the driver on collection.

    You will be able to track the progress of your consignment online from our home page. The documentation that is provided at the end of your order or which the driver brings in will contain the tracking number.

    Some of our services are subject to a redelivery charge. This is detailed in the surcharges section. Please ensure that the receiver is in to accept the delivery or you will have to pay an additional charge on each delivery attempt.

    Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated in transit.

    Please note that any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Please see our packaging guidelines and Prohibited / Restricted items in addition.

    Customs Clearance

    You are pre paying for the postage charges of your consignment/s only. DragonSea Ltd has no control over any customs queries, delays or charges that may arise. Customs charges must be paid in addition by the sender or receiver before delivery is made. DragonSea Ltd reserve the right to pass these charges directly onto the person who placed the order. If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on.

    Consignment/s that exceed the value of £5500 may be delayed as they will require further documentation for clearance.

    Damaged / Lost Claims

    The maximum claim value is the transit cover that is chosen at the time of ordering.

    Each service includes a limited £30 Transit cover against loss or damage. Enhanced cover can be added during the ordering process up to the maximum consignment value of £17500.

    Any enhanced cover that is selected replaces the inclusive cover.

    The claim will be paid to the sender only, the details entered at the time of ordering. Please ensure the exact name or company name is entered at the time of booking as we will charge £10.00 if the cheque needs to be re issued.

    In the event of a claim a copy invoice will be needed to be provided to prove the value of the consignment/s.

    In the rare event of damage all packaging must be kept for inspection by the carrier. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept any claim will be voided. Photographs of the internal and external packaging as well as the damaged item must be supplied to start a claim.

    In the event of damage repair costs must be supplied. If the item cannot be repaired then we would need this in writing from a specialist for the full claim amount to be considered.

    In the event that a claim is approved and repair costs are paid, no postage will be paid. Postage costs are only paid on approved claims where the full value of the goods have been paid.

    A lost claim can only be processed once the carrier has made extensive searches and deems the goods as lost.

    Any claim must be brought to us within 10 days of receipt in the case of delay/damage, and 30 days in the case of loss.

    Claims can only be re considered up to a period of 15 weeks after despatch as the carrier only holds records for up to this period. If you wish to contest any claim decision, please write in to the Customer Service Director within this period.

    DragonSea aim to resolve any claim within 30 working days.

    Exclusions

    A receipt must always be obtained on collection of your consignment. No claim can be made if a collection receipt has not been obtained as there is no proof that the carrier has collected the parcel. In such a case a full refund will be given as there is no proof of service taking place.

    Your consignment/s must be packed to a professional standard, packed within a double walled box with the contents cushioned and protected inside. The packaging must also be sufficient to protect the products weight. Any claim resulting from a parcel that is not packaged to a professional standard and in line with the above will be declined.

    In addition the sender will be liable for any damages caused in transit to other shipments or property resulting from sending a consignment that is insufficiently packaged.

    No claim can be made for a Prohibited / Restricted item

    Prohibited / Restricted Items not boxed or sufficiently packed are excluded from our services and could be subject to delay / return / Held for collection by customer. Such goods could also be Discarded if A- they are damaged to such an extent such as smashed glass B- If goods have been held for collection by customer and the time limit advised has been exceeded. Please be aware in such a circumstance, the customer will be aware that collection of said goods must be arranged by a certain date or the goods may incur storage charges, and finally discarded at a cost payable by the sender. No claim for loss or damage can be made on a Prohibited / Restricted Items not boxed or sufficiently packed are excluded from our services and if sent are sent at the owners risk.

    No claim can be made for a Hazardous / Dangerous shipment.

    Hazardous / Dangerous goods are strictly prohibited from our services. Failure to declare Dangerous goods can lead to prosecution where unlimited fines and imprisonment is possible.

    Please see the Prohibited / Restricted section in Help and information

    No claim can be made for an item delivered without signature to a 'Driver Release area' (See Definitions)

    The maximum claim value on each consignment is £30 unless enhanced transit cover is taken at the time of ordering.

    DragonSea operates an automated booking service. If you chose to purchase additional transit cover on a Prohibited / Restricted item the cover is invalidated.

    Please note that any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. Please see our packaging guidelines and Prohibited / Restricted items in addition.

    If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.

    Parcels should not be strapped or attached together. This is not a secure way for parcels to travel in the courier network. No claim can be made for any additional item that was strapped to the original in the event that they become separated in transit.

    If the item is moved / repaired or if the packaging is not kept until the claim is completed, then the claim will be voided.

    The damaged item together with all packaging must be kept until the claim is concluded as more photographs or inspection of the item may be necessary. If the damage item and or packaging is not kept the claim will be invalidated.

    Please be aware that you must sign for goods as "damaged" if this is the case. If you sign for goods in good condition, you will not be able to proceed with a claim. If you are unable to check when the driver is there, please sign for goods as "unchecked".

    No claim can be made for an item that has been requested to be returned but then delivered to the receiver. We cannot guarantee to stop any item once in transit, although will try and do so if requested.

    Any claim must be brought to us within 10 days of receipt in the case of delay/damage, and 30 days in the case of loss.

    Claims can only be re considered up to a period of 15 weeks after despatch as the carrier only holds records for up to this period. If you wish to contest any claim decision, please write in to the Customer Service Director within this period.

    Liability

    The person placing the order is responsible for the information entered. DragonSea Ltd will not be held responsible for wrong information that is entered and any delay this may cause No refunds will be given in this instance.

    On the advised services the driver will leave a Waybill document that you may have to complete with the to and from address details. It is the customer’s responsibility to ensure that all the details are correctly completed and displayed on the correct parcel and no claim or reduction will be made if the parcel is sent and the details were incorrect or placed on the incorrect parcel. It is not the driver's responsibility to check this information, so please ensure this is checked before he leaves.

    The sender will be liable for any damages caused in transit to other shipments or property resulting from sending a Prohibited / Restricted item or an item that is insufficiently packaged.

    You are prepaying for the postage charges and DragonSea Ltd applies these charges on your behalf to its account with the relevant carrier. DragonSea are not liable for any customs charges which may arise.

    Liability is limited to the negligence of the company carrying the goods. Such liability is further limited to the direct loss suffered by the customer who placed the order with DragonSea Ltd only, to the covered maximum, not the receiver of the goods.

    DragonSea will accept no Liability for any Prohibited / Restricted items that is sent through our services and subsequently damaged or lost. No claim can be made for a Prohibited / Restricted item as they are either excluded from our services or as in both cases sent at the sender's risk. A customer ticks to state they have read the Prohibited / Restricted items and the Terms and Conditions at the time of ordering.

    Loss or damage under the following conditions will not be covered:


    Tel: 0845 828 8888 | Fax: 0870 061 8888 | E-Mail: info@dragonseagroup.com

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