DRAGONFLY PSYCHOTHERAPY Shop Frequently Asked Questions Dragonfly Shop · Last updated: June 2026 Below are answers to the questions I am asked most often about buying from the Dragonfly Shop. If your question is not covered here, you are very welcome to email me at victoria@dragonflypsychotherapy.co.uk and I will be glad to help. Your purchase is also governed by my Shop Terms and Conditions and my Privacy Notice. Where this page and those documents differ, those documents take precedence.
Ordering and Payment
What can I buy from the shop?
I sell resources I have written or developed myself, including handbooks, companion workbooks, toolkits, and card sets. These are available as physical paperbacks, as digital downloads (usually PDF), or in some cases both. The collection is growing steadily, so it is worth checking back for new resources.
How are your resources developed?
Many of my resources begin with my own clinical work, or with a search for something I thought would be useful to me and could not find anywhere. From there, I use AI tools to help me draft and refine the material, particularly to ensure clarity, consistency, and completeness across a resource. What those tools cannot provide is the clinical thinking, which has developed over my years as an NHS GP and now as a psychotherapist, and the judgement about what is safe, helpful, and ethical. That remains with me.
How do I place an order?
Add the items you would like to your basket, enter the email address where you would like your confirmation sent, tick to confirm you have read the Shop Terms and Privacy Notice, and complete payment securely through Stripe. You do not need to create an account to buy.
Which payment methods do you accept?
Payment is taken securely at checkout by debit or credit card through Stripe. I do not see, store, or have access to your full card or bank details. Stripe processes your payment as an independent data controller and has its own privacy notice.
Is my payment secure?
Yes. All payments are handled by Stripe, a regulated payment provider used by businesses worldwide. Card details are entered directly into Stripe's secure system and are never visible to me.
Will I receive a receipt?
Yes. Stripe sends an order confirmation and receipt to the email address you provide at checkout. Please enter your email carefully, and do check your junk or spam folder if it does not arrive within a few minutes.
Do your prices include VAT?
All prices are shown in pounds sterling and include UK VAT where applicable. The price you see at checkout is the price you pay, with any postage shown separately before you confirm.
Digital Downloads
How do I receive a digital download?
When your payment is complete, your secure download link appears on the thank you page on dragonflyshop.co.uk. It is not sent to you by email. Your Stripe receipt email confirms payment only. You can usually download your file within a few minutes of ordering. Please save your file to a safe place once you have downloaded it. Download links are personal to you and are typically valid for 30 days. If your link expires before you have saved your file, just email me and I will reissue it.
What do I need to open a digital download?
Most of my digital resources are PDF files, which can be opened on a computer, tablet, or phone using a free PDF reader. The product description will note if a different format applies. You will also need a stable internet connection to download the file.
Can I get a refund on a digital download?
Digital downloads are treated differently from physical goods under consumer law, because they cannot meaningfully be returned once supplied. If you ask to receive your download immediately and tick the box at checkout to confirm this, you waive your 14-day right to change your mind for that download, and a refund for change of mind is not available once the link has been issued. If you would prefer to keep your right to cancel, simply do not tick that box. Your download will then be made available only after the 14-day cancellation period has passed. This does not affect your rights if a download is faulty or not as described - see the section on problems below.
Can I share a digital download with a friend, client, or colleague?
No. When you buy a resource you are buying one copy for your own personal use. Digital copies must not be shared, uploaded, or distributed to anyone else - each person who wants to use the resource should obtain their own copy. If you are a professional who would like to use my materials with clients, with a team, or in training, please see the question on professional use below, or email me at victoria@dragonflypsychotherapy.co.uk. I respond to permission requests promptly and am usually glad to help.
Delivery and Returns
Where do you deliver?
I currently post physical goods within the United Kingdom only. If you are based outside the UK and would like to order, please contact me before placing an order and I will see what I can arrange.
How much is postage and how long does it take?
If your basket includes a paperback, postage and packaging within the UK is a flat £4.25, shown clearly before you confirm your order. I aim to post within 2 to 3 working days of receiving payment, although this is an estimate rather than a guarantee. You will receive a dispatch confirmation when your order is on its way.
What if my order is lost or arrives damaged?
Please contact me within 14 days of the expected delivery date if your order has not arrived or has been damaged in transit, and I will investigate and arrange a replacement or refund.
Can I return a physical book if I change my mind?
Yes. Under the Consumer Contracts Regulations 2013, you have the right to cancel an order for physical goods within 14 days of receiving them, without giving a reason. To cancel, email me at victoria@dragonflypsychotherapy.co.uk before the 14 days are up, or use the model cancellation form at dragonflyshop.co.uk/cancellation, then return the goods in their original, resaleable condition within 14 days of letting me know. You cover the cost of return postage unless the item is faulty or not as described. I recommend a tracked service, as I cannot be responsible for items lost in return transit. Full details are in section 8 of the Shop Terms.
Problems and Suitability
What if my product is faulty or not as described?
Under the Consumer Rights Act 2015, everything I supply must be of satisfactory quality, fit for purpose, and as described. For a faulty or misdescribed physical product, you are entitled to a full refund if you let me know within 30 days. For a faulty digital download, I will repair or replace it where possible, or refund you in full where it cannot be remedied. Please contact me as soon as you notice a problem.
Some of your resources cover difficult topics. How do I know what is suitable?
Some resources address sensitive subjects such as mental health difficulties, suicidal thoughts, self-harm, eating difficulties, or trauma. Where this is the case, I include a content note in the product description. If you are unsure whether a resource is right for you or for someone in your care, please email me before buying and I will help you decide.
Does buying a resource mean you are my therapist?
No. Buying a book, workbook, or other resource does not create a therapeutic, clinical, or other professional relationship between us. My resources are for general education, self-help, and, where indicated, professional use. They are not a substitute for individual assessment, therapy, or medical advice. If you are experiencing significant distress, please seek appropriate professional support. My resources are not designed for use in a crisis - see the next question.
What if I need urgent support?
My resources are not designed for use in a crisis. If you, or someone in your care, are in distress or at risk of harm, please contact one of the following: • Your GP • NHS 111 (option 2 for mental health) - call 111 or visit 111.nhs.uk • Samaritans - call 116 123 or visit samaritans.org • Shout - text 85258 or visit giveusashout.org • 999 if you or someone else is at immediate risk
Using My Materials and Other Questions
I am a professional. Can I use your resources with clients, a team, or in training?
One purchase is one personal copy. Personal use does not extend to sharing copies across a team, using materials in paid or unpaid training, or incorporating them into your own resources. If you would like to use my materials in any of these ways, please email me at victoria@dragonflypsychotherapy.co.uk. Individual practitioners can often print worksheets for their own one-to-one or small-group clients free of charge, with attribution, and broader uses can be arranged through a simple written licence. I am usually glad to find an arrangement that works.
Do you offer CPD and training as well as resources?
Yes. Free and paid continuing professional development (CPD) is available on my dedicated learning site at www.dragonflylearning.co.uk, which has its own terms and FAQs.
Will you keep me updated about new resources?
Only if you ask me to. At checkout you can opt in to my newsletter, which goes out roughly monthly with news of new resources, reflections, and occasional offers. You can unsubscribe at any time using the link in any email. How I handle your information is set out in my Privacy Notice.
How do I contact you about an order?
For anything to do with your order, please email me at victoria@dragonflypsychotherapy.co.uk. I aim to respond promptly and to resolve any concern quickly and fairly.