Dragonfly Water Solutions B.V., Gijsbrecht van Amstelstraat 240, 1215 CR Hilversum, Netherlands. KvK 76489256, BTW NL860642574B01.
Version 1.0, effective 1 September 2026. This policy forms part of our Terms of Sale.
Where we ship
We ship from Hilversum in the Netherlands, across the European Union, and worldwide. If we cannot deliver to your country, checkout tells you before you pay.
Getting your order ready
We endeavour to dispatch within two business days unless stated otherwise on the product. Orders placed at the weekend or on a Dutch public holiday are prepared on the next working day.
Some of our ranges are made by hand and arrive in batches. If your item takes longer than that, for example because it is coming in from one of our makers, we email you and tell you when to expect it.
How long delivery takes
These are indications only, counted from the day of dispatch rather than the day you order. Once a parcel is with the carrier it is out of our hands: customs, weather, strikes and local delivery backlogs all affect it, and none of them are within Dragonfly's control. We give you a tracking link so you can see where it is, and we chase the carrier with you if it stalls.
| Destination |
Estimated delivery |
| Netherlands |
1 to 2 working days |
| Belgium, Germany, Luxembourg |
2 to 3 working days |
| Rest of the European Union |
3 to 7 working days |
| Rest of the world |
7 to 21 working days |
We deliver with PostNL and their partner carriers. You get a tracking link by email once the parcel is moving.
The thirty day rule
If we have not agreed a specific delivery date with you, we deliver within thirty days of your order at the latest. If we cannot, you can give us an additional reasonable period, and if we miss that as well you can cancel the order and we refund you in full.
What delivery costs
Shipping is calculated at checkout from the weight of your order and where it is going. You see the exact amount, and the total including VAT, before you pay. There is nothing added afterwards.
Customs, duties and taxes
Inside the European Union. Prices include Dutch VAT. There is nothing further to pay on delivery.
Outside the European Union. Orders are sent without Dutch VAT. Import duty, import VAT and any customs handling fee are yours to pay, and the carrier will normally collect them before delivery. We cannot tell you the amount in advance because it depends on your country's rules. Check with your local customs authority if you want to know before you order.
United States. The 800 dollar de minimis exemption has ended. US orders are dutiable regardless of value.
We declare every parcel with its real contents and its real value. We cannot mark an order as a gift or understate what it is worth.
Risk and title
The goods become your risk when you, or someone you nominated other than the carrier, physically receive them. Until then, a parcel lost or damaged in transit is our problem, not yours.
If something goes wrong
Your parcel has not arrived. Check the tracking link first. If tracking has not moved for several days, or the estimated date has passed, email info@dragonflywater.com with your order number and we chase the carrier.
Your parcel arrived damaged. Photograph the packaging and the item before you unpack any further, and email us within a few days of delivery.
Your address was wrong. Tell us as soon as you can. If the order has not shipped we correct it. If it has, we may have to wait for the parcel to come back before we can resend it, and a second delivery charge can apply.
Collecting from us in Hilversum
You can collect your order from Gijsbrecht van Amstelstraat 240 in Hilversum. Choose collection at checkout instead of delivery and there is no shipping charge.
We are a working centre rather than a walk-in shop, so we are not there every hour of every day. Email info@dragonflywater.com or call +31 6 20037980 to agree a time before you come. We confirm when your order is ready. Bring your order confirmation.
Out of stock items
If a product is out of stock you can join its waitlist and we email you when it returns. Joining is free, commits you to nothing, is not an order and does not fix a price.
