Privacy, Orders, Delivery and Returns Policy

Last updated: 24 September 2026

Amber Dragons respects your privacy and is committed to protecting your personal information. This policy explains how Christine Saunders, trading as Amber Dragons, collects, uses and protects personal information when you visit amberdragons.co.uk, contact Amber Dragons, request a bespoke commission or purchase an item from the online shop.

It also explains the policies covering products, payments, order processing, delivery, protective packaging, proof of postage, shipping insurance, cancellations, returns, damaged items and refunds.

1. Who We Are

Amber Dragons is an independent stained glass art business operated by Christine Saunders in Somerset, United Kingdom.

Trading name: Amber Dragons
Owner and data controller: Christine Saunders
Website: https://amberdragons.co.uk/
Email: contact@amberdragons.co.uk
Business address: 13 Oak Apple Drive, Bridgwater, Somerset, TA6 3UW

For data protection purposes, Christine Saunders trading as Amber Dragons is the controller of the personal information described in this policy.

2. Information We May Collect

Depending on how you interact with Amber Dragons, we may collect:

  • Your name

  • Email address

  • Telephone number

  • Billing and delivery addresses

  • Details of products or commissions you enquire about

  • Order and transaction information

  • Payment confirmation supplied by the payment provider

  • Messages, emails and other correspondence

  • Photographs, sketches, measurements or design references supplied for a commission

  • Personalisation details, including names, dates or wording requested for an artwork

  • Delivery instructions

  • Reviews or feedback you choose to provide

  • Website usage information, such as your IP address, browser, device and pages visited

  • Cookie preferences and consent records

  • Information required to investigate a damaged, delayed or missing delivery

Amber Dragons does not intentionally collect special-category personal information unless it is voluntarily supplied and genuinely necessary for a particular commission. Please avoid sharing unnecessary sensitive information.

3. How We Collect Personal Information

We may collect information when you:

  • Email Amber Dragons

  • Place an order through the online shop

  • Request a quotation or bespoke commission

  • Make a payment

  • Arrange delivery or collection

  • Contact us about an existing order

  • Report a damaged, delayed or missing parcel

  • Subscribe to marketing, where this option is offered

  • Leave a review

  • Browse or interact with the website

Some technical information may be collected automatically through essential cookies, website security tools, server logs and consented analytics technologies.

4. How We Use Your Information

Amber Dragons may use personal information to:

  • Respond to enquiries

  • Discuss and plan bespoke stained glass commissions

  • Provide quotations

  • Process and manage orders

  • Take and verify payments

  • Produce personalised or commissioned artwork

  • Package, dispatch and deliver purchases

  • Provide delivery updates

  • Resolve delivery, damage, insurance or compensation claims

  • Process cancellations, returns and refunds

  • Maintain accounting, tax and transaction records

  • Prevent fraud and protect the website

  • Comply with legal and regulatory obligations

  • Improve the website, services and customer experience

  • Send marketing communications where valid consent has been given

Amber Dragons will not sell or rent your personal information.

5. Lawful Bases for Processing

Under UK data protection law, Amber Dragons relies on one or more of the following lawful bases:

Contract

Information is used when necessary to provide a quotation, process an order, produce a commission, arrange delivery, manage a return or otherwise fulfil an agreement with you.

Legal obligation

Certain information must be retained or processed to comply with accounting, taxation, consumer protection and other legal requirements.

Legitimate interests

Information may be processed where reasonably necessary to operate and protect the business, respond to enquiries, maintain appropriate records, prevent fraud, improve services or establish and defend legal claims. These interests will be balanced against your rights and reasonable expectations.

Consent

Consent may be used for optional marketing, non-essential cookies or another activity where consent is the appropriate lawful basis. You may withdraw consent at any time.

6. Online Shop and Product Information

Amber Dragons sells handmade stained glass artwork, decorative panels, suncatchers, gifts and other original products. Bespoke commissions and personalised pieces may also be offered.

Every reasonable effort is made to describe and photograph products accurately. However:

  • Handmade items may contain small variations

  • Textured or handmade glass may naturally vary in colour, pattern and transparency

  • Colours may appear differently depending on screen and display settings

  • Dimensions may vary slightly where a product is individually handmade

  • Natural variations and traditional construction marks are not necessarily faults

These points do not affect your legal rights where an item is faulty, damaged, not as described or unfit for its intended purpose.

7. Bespoke and Personalised Products

Bespoke stained glass commissions are created according to the design, dimensions, colours and other details agreed with the customer.

Before work begins, Amber Dragons may provide:

  • A description of the proposed artwork

  • An estimated price

  • An estimated completion period

  • Payment or deposit requirements

  • Delivery or collection arrangements

  • Design approval requirements

Customers are responsible for checking names, dates, measurements, wording, colours and other personalisation details before providing final approval.

Once work has begun, changes may affect the price and completion date. Any significant alteration will be discussed before additional work is undertaken.

Because bespoke and clearly personalised products are made specifically for an individual customer, the statutory right to cancel simply because a customer has changed their mind will not normally apply. This does not affect legal rights where a product is faulty, damaged, not as described or does not conform to the agreed specification.

8. Prices and Payment

Prices are displayed in pounds sterling unless stated otherwise.

Any applicable delivery charges will be shown before an order is confirmed or agreed in writing for a bespoke commission.

Payments may be processed by a secure third-party payment provider. Amber Dragons does not normally receive or retain complete debit or credit card details. The payment provider processes this information under its own privacy and security terms.

An order is not accepted until payment has been authorised and the order has been confirmed. Bespoke commissions may require a deposit or staged payments, as agreed before work begins.

9. Order Confirmation

Customers will receive an order confirmation or written confirmation of the agreed commission.

Please check the confirmation carefully and contact Amber Dragons promptly if any information is incorrect.

Amber Dragons may contact you if:

  • Further information is needed

  • A delivery address appears incomplete

  • A product becomes unexpectedly unavailable

  • A bespoke design requires clarification

  • The proposed timescale changes

  • There is a problem processing payment

10. Dispatch and Delivery Times

Estimated dispatch and delivery times will be displayed during checkout, stated on the relevant product page or confirmed in writing.

Ready-made and bespoke products may have different preparation periods. Bespoke artwork will be subject to the completion timeframe agreed with the customer.

Unless a different delivery period has been agreed, orders will be delivered without undue delay and normally within 30 days of the contract being formed.

Delivery estimates are not guaranteed unless a guaranteed service has been specifically agreed. Delays may occasionally arise because of:

  • Bespoke production requirements

  • Courier or postal disruption

  • Severe weather

  • Industrial action

  • Incorrect or incomplete delivery details

  • Events outside the reasonable control of Amber Dragons

If a significant delay occurs, Amber Dragons will contact the customer and explain the available options.

11. Delivery Address

Customers must provide a complete and accurate delivery address.

Amber Dragons is not responsible for avoidable delays caused by incorrect or incomplete information supplied by the customer. If a parcel is returned because the address was incorrect or delivery was repeatedly unsuccessful, reasonable redelivery costs may apply.

Please contact Amber Dragons immediately if an address needs to be corrected. An address cannot always be changed after dispatch.

12. Protective Packaging

Stained glass is fragile and requires careful protection.

Amber Dragons will use packaging considered appropriate for the product, which may include:

  • Protective wrapping

  • Reinforced cardboard

  • Strong inner and outer boxes

  • Corner or edge protection

  • Void-filling material

  • Clear delivery and handling labels where appropriate

Packaging materials may be new, reused or recyclable where they remain suitable for protecting the product.

Customers should take care when opening a package and avoid using knives or sharp objects close to the artwork.

Please retain the packaging until the item has been examined and confirmed to be undamaged. Packaging may be needed if a delivery claim must be made.

13. Proof of Postage and Tracking

Amber Dragons will obtain proof of postage or dispatch where appropriate.

Tracked delivery will be used where suitable for the product, destination and order value. Tracking details will be supplied when available.

Proof of postage demonstrates that an order has entered the delivery network but does not remove Amber Dragons’ responsibility for the goods while they remain in transit.

Customers returning an item should obtain and retain proof of postage. A tracked and appropriately insured service is recommended, particularly for valuable or fragile products.

14. Shipping Insurance and Compensation Cover

Amber Dragons will select a delivery service considered suitable for the size, fragility and value of the product.

Where appropriate, the service may include:

  • Tracking

  • Delivery confirmation

  • A signature or photograph on delivery

  • Compensation cover

  • Additional insurance for higher-value items

Any postal compensation or insurance arranged by Amber Dragons protects Amber Dragons against transit loss or damage. It does not replace, restrict or reduce the customer’s statutory rights.

Where Amber Dragons arranges delivery, the product remains at Amber Dragons’ risk until it comes into the physical possession of the customer or a person identified by the customer to receive it.

15. Receiving and Inspecting Your Order

Please inspect your order as soon as reasonably possible after delivery.

If the outer packaging appears damaged:

  • Photograph the parcel before opening it

  • Photograph all sides of the packaging

  • Carefully open and inspect the contents

  • Retain the packaging and labels

  • Photograph any damage to the product

  • Contact Amber Dragons promptly

Reporting visible damage within 48 hours is extremely helpful when evidence must be supplied to a courier or postal provider. However, this requested reporting period does not remove or limit your statutory consumer rights.

16. Damaged, Faulty or Incorrect Items

If an item arrives damaged, is faulty, is not as described or is different from the item ordered, contact Amber Dragons at:

contact@amberdragons.co.uk

Please include:

  • Your name

  • Order number or purchase details

  • A description of the problem

  • Photographs of the product

  • Photographs of the inner and outer packaging

  • Photographs of the address and postage labels

Do not dispose of the product or packaging until advised, as they may be required for a delivery or insurance claim.

Depending on the circumstances and your legal rights, Amber Dragons may offer:

  • A repair

  • A replacement

  • A partial refund

  • A full refund

Amber Dragons remains responsible for resolving qualifying problems with products and deliveries arranged by Amber Dragons. Customers will not be required to pursue the courier as a substitute for their rights against Amber Dragons.

17. Missing or Delayed Deliveries

If an order has not arrived within the expected period, contact Amber Dragons so that tracking and delivery information can be investigated.

A parcel may not be considered officially lost until the delivery provider’s relevant investigation period has expired. This will not remove any legal right to cancel where delivery has not occurred within an agreed or legally required timeframe.

If an order is confirmed as lost, Amber Dragons will provide an appropriate replacement or refund.

18. Change-of-Mind Cancellations

For eligible, non-personalised products purchased online, customers normally have 14 days from the day after delivery to notify Amber Dragons that they wish to cancel.

After notifying Amber Dragons, the customer normally has a further 14 days to return the goods.

To request a cancellation, email:

contact@amberdragons.co.uk

Include your name, order number, product details and the date the item was received.

The right to cancel does not normally apply to:

  • Bespoke stained glass commissions

  • Products made to a customer’s specifications

  • Clearly personalised products

  • Items altered at the customer’s request

This exception does not affect rights relating to faulty, damaged, misdescribed or non-conforming goods.

19. Returning an Eligible Product

Unless an item is faulty, damaged or incorrect, customers are normally responsible for return postage costs.

Returned products should be:

  • Packaged securely

  • Protected appropriately for their fragile nature

  • Returned with all supplied components

  • Sent using a suitable tracked service

  • Covered for the product’s value where appropriate

Customers should retain proof of postage and tracking information until the return has been completed.

Customers may handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning. Amber Dragons may be entitled to reduce a refund where avoidable handling has diminished the product’s value.

20. Refunds

Where a valid cancellation applies, Amber Dragons will normally issue the refund within 14 days of receiving the returned goods or receiving acceptable evidence that the goods have been sent back, whichever occurs first.

The refund will normally include the original standard delivery charge. Additional costs paid for an enhanced or premium delivery service may not be refundable beyond the cost of the standard delivery option.

Refunds will normally be made using the original payment method unless another method is agreed.

Nothing in this policy limits your statutory consumer rights.

21. International Delivery

International delivery may be available by prior agreement.

International customers may be responsible for import duties, local taxes, customs charges and handling fees imposed by the destination country.

Customs procedures can cause delays outside the control of Amber Dragons. Estimated international delivery times are not guaranteed unless a guaranteed service has been agreed.

Some fragile or high-value products may not be suitable for international delivery.

22. Sharing Personal Information

Amber Dragons may share limited personal information with trusted service providers where necessary, including:

  • Website and hosting providers

  • Ecommerce and order-management providers

  • Payment processors

  • Accountants and professional advisers

  • Postal services and couriers

  • IT, security and backup providers

  • Analytics or cookie providers where consent is required and obtained

  • Government bodies, regulators or law-enforcement authorities where legally required

Only the information reasonably necessary for the relevant service will be shared.

Service providers are expected to protect personal information and use it only for the authorised purpose.

23. International Data Transfers

Some technology providers may process information outside the United Kingdom.

Where this occurs, Amber Dragons will take reasonable steps to ensure that an appropriate legal transfer mechanism and suitable safeguards are used, where required by UK data protection law.

24. Cookies and Website Technologies

The Amber Dragons website may use:

Essential cookies

These are required for security, shopping basket functions, checkout, account access, cookie preferences and other core website operations.

Analytics cookies

These help explain how visitors use the website. Where required, analytics cookies will only be activated after consent.

Functional and embedded-content cookies

These may support features such as videos, maps, social media content or enhanced website functionality.

Visitors can accept, reject or manage non-essential cookies through the website’s cookie controls. Browser settings can also be used to restrict or delete cookies, although blocking essential cookies may affect website operation.

25. Marketing Communications

Amber Dragons will only send email marketing where there is an appropriate lawful basis.

You can unsubscribe at any time by:

Service messages about orders, commissions, deliveries or customer enquiries are not marketing messages and may still be sent where necessary.

26. Data Retention

Personal information will not be retained for longer than reasonably necessary.

Typical retention periods may include:

  • General enquiries that do not become orders: normally up to 24 months

  • Order, payment and accounting records: normally up to six years

  • Commission design records: for as long as reasonably necessary to manage the artwork, aftercare or legal claims

  • Delivery and insurance evidence: for the claim period and any reasonable subsequent recordkeeping period

  • Marketing information: until consent is withdrawn or the information is no longer required

  • Website security logs: for a limited period appropriate to security and troubleshooting

Information may be retained for longer where required by law, taxation rules, insurance requirements or the establishment, exercise or defence of legal claims.

27. Data Security

Amber Dragons takes reasonable organisational and technical measures to protect personal information against:

  • Unauthorised access

  • Accidental loss

  • Misuse

  • Alteration

  • Disclosure

  • Destruction

These measures may include secure website connections, access controls, strong passwords, software updates, reputable hosting and secure payment processing.

No internet or email system can be guaranteed completely secure. Customers should avoid sending complete payment-card information by ordinary email.

28. Your Data Protection Rights

Depending on the circumstances, you may have the right to:

  • Request access to your personal information

  • Ask for inaccurate information to be corrected

  • Request deletion of your information

  • Ask for processing to be restricted

  • Object to certain processing

  • Receive certain information in a portable format

  • Withdraw consent

  • Complain about how your information is used

Some rights are subject to legal limitations and may not apply in every situation.

To exercise a right, email:

contact@amberdragons.co.uk

Amber Dragons may need to verify your identity before completing a request.

29. Complaints About Personal Information

Please contact Amber Dragons first so that any concern can be investigated.

You also have the right to complain to the Information Commissioner’s Office:

Information Commissioner’s Office
Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113

30. External Links

The website may contain links to external websites or services. Amber Dragons is not responsible for the privacy practices, content or security of independently operated websites.

Please review the privacy information provided by the relevant external organisation.

31. Children’s Information

Amber Dragons does not knowingly collect personal information directly from children through the online shop.

Orders and commission agreements should be made by an adult. If you believe a child has supplied personal information without appropriate permission, please contact Amber Dragons.

32. Changes to This Policy

This policy may be updated to reflect changes to:

  • The website

  • Shop services

  • Payment or delivery providers

  • Business practices

  • Data protection requirements

  • Consumer law

The latest version will be published on this page with the revised date.

33. Contact Amber Dragons

For privacy questions, order enquiries, delivery concerns, returns or commission enquiries, contact:

Christine Saunders
Amber Dragons
Email: contact@amberdragons.co.uk
Website: https://amberdragons.co.uk/
Postal address: 13 Oak Apple Drive, Bridgwater, Somerset, TA6 3UW