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  • ORDER ISSUES

    What do I do if I receive a faulty item in my order?

    If you are requesting a refund because the item is faulty or damaged, as a goodwill gesture we will also refund your postage charges. Please email us to let us know your item is faulty, including images and a description of the fault and quote your order number which starts DRFC.

    My order has not arrived, how do I locate it?

    Once your order has been dispatched from our warehouse you will receive a tracking number and link to their website (please note this can take up to 24 hours to show tracking information). Please ensure you check the tracking link regulary until delivery and if there are any issues please also reach out to the courier, as well as us.

    How do I cancel/amend my order?

    If you wish to cancel or amend your order, please contact customer services. We can cancel or change an order any time before it has been packed and assigned a tracking number at our warehouse, and as set out in our Website Terms of Use and General Conditions. After this, you will be required to return the order for a refund. Please also note that Prescription orders may not be cancelled once we have sent you an email confirming that we accept your order.

    PRODUCT & STOCK

    When will you restock a sold out item?

    We try to keep our current products in stock at all times, however, towards the end of each season we are unable to guarantee this. As a general rule, if we are over halfway through the season, we will not be restocking until the start of the next. For example, replacement lenses that are showing as sold out in February, may not be restocked until October. Items that are on sale are unlikely to be restocked again.

    Which model do I have?

    For sunglasses - the model name will be inside the arm but if you are struggling to locate this, please email us with some images.

    For snow goggles/replacement lenses - please use the size guides and measurement tables on our snow goggles and replacement lens pages. Pay close attention to the number of vents on the lens, whether it is magnetic or uses Swiftlock, these are all good indicators to help you work it out! If you still cannot find your model, please email us some images (mutiple angles including the vents on the front of the lens and top of the goggles).

    Can I still buy lenses for older models?

    You will find all available replacement lenses for our goggles on the lenses page, if you do not see your model on this page, then unfortunately we no longer make or stock the lenses.

    The APX, APXs, D2, Mace and RVX OTG (non magnetic) goggles and lenses are no longer produced, no other lenses are compatible.

    Do you do spare parts?

    We currently stock Swiftlock levers for repairs (PXV2, NFX2, X2 and X2s), please email us with your model, name, address and telephone number for delivery of this.

    RETURNS, EXCHANGES & WARRANTY INFO

    What is your return policy?

    If you wish to return your order in accordance with the website Terms of Use and General Conditions ("Exercising Your Right of Withdrawal" at paragraph V C, for non-defective goods) you can simply follow our standard return process outlined below.

    How to return an item:
    Please return your item(s), including all packaging and accessories, to the following address quoting your order number (this can be found in the top left hand corner of your invoice and begins with the letters DRFC or on any order confirmation emails we have sent you)

    Dragon Alliance c/o FulfilmentCrowd
    Heinrich-Hertz-Straße 6
    Bocholt
    46399
    Germany

    We recommend re-using the original packaging for your return to make certain that the item will not be damaged in transit. All returns must be as new and unworn and include all tags and labels. We will not be held responsible for returns lost in transit and we reserve the right to refuse to refund any item which has been obviously used/worn or damaged. We will process the refund as per our website Terms of Use and General Conditions.

    Refunds can only be made back to the card or payment method originally used to make the purchase.

    If you are requesting a refund because the item is faulty or damaged, as a goodwill gesture we will also refund your postage charges. Please email us to let us know your item is faulty, including images and a description of the fault.

    IMPORTANT
    To avoid your return being damaged in transit we recommend re-using the original packaging. It is recommended that you return the item using a trackable service. We will not refund incomplete or used items or be held responsible for returns lost in transit.

    None of the above conditions will impact on your statutory rights as a consumer when goods are supplied faulty, or not as described. See our website Terms of Use and General Conditions section for more information.

    How do I exchange an item?

    We are unable to process exchanges due to fluctuating stock levels and variations in prices. We recommend returning unwanted items for a refund and re-ordering. Please contact our customer services department if you require any further information.

    What is the warranty process?

    We offer a 2 year warranty period for our products which covers manufacturing defects or fogging issues. Please note, this does not cover accidental damage such as scratches on the lens.

    Customers will need to email us detailing the issue, provide a dated proof of purchase (Dragon order number or receipt from third party), images of the fault and an address and telephone number for delivery. Subject to stocks, we will replace the item or provide a new lens under warranty.

    GENERAL

    Can I purchase stickers/cases?

    Unfortunately we no longer sell sticker packs, microbags or cases separetly. Each pair of goggles or sunglasses will come with a sticker and microbag. We no longer supply zippered hard cases with our premium goggles. Apologies!

    Where can I find Dragon products in store?

    Please use our store locator on the top lefthand side of the website.

    What should I use to clean my lens?

    We advise against using any kind of chemical cleaner on our lenses as this can affect the tint or antifog coating. We suggest using the soft micro bag that the product came with to gently dab the area. For more stubborn parts, you can make the bag slightly damp but do not scrub the lens.

    The inside of our snow goggles lenses have an anti fog coating, take extra care when cleaning as wiping or scrubbing may remove this!

    STILL HAVE ANY QUESTIONS?

    Our UK and Europe customer services can be reached via e-mail at:
    help@dragonalliance.info

    We aim to respond to all emails within 48 hours (Monday-Friday). Please note we are a small team so may not be able to get through all queries within this time frame, especially during busy periods.