Frequently Asked Questions

Can I talk to someone?

Yes of course. We are an Internet shop with a difference. We have a team of staff waiting to answer any questions and assist you in your purchase. If you are uncomfortable buying online, then please call us on 0208 669 5668. The office is open Monday to Friday 10am to 5pm.

Please note we are closed on bank holidays in the UK.

Selling as Disclosed Agent

With the move to online trading, HDEW adapted its business model by launching this website over 15 years ago. We have also broadened our product range by offering a sourcing service as a disclosed agent for Brookvale Trade, NSW, Australia. When you buy through this sourcing service, you are buying direct from Brookvale Trade with HDEW Cameras acting as agent. 

Are All Products Guaranteed for UK Repair?

Yes. All products can be repaired in the UK. The guarantee covers mechanical faults parts and labour. Please note accidental damage or misuse is not covered by the guarantee. If a product purchased from us or direct from our supplier develops a fault, contact us or the supplier and you will be given for the instructions for the appropriate repair centres.

How Long Do Your Repairs Take?

Repairs do take time and that time is most affected by the availability of replacement parts. The UK repairer may be ready to act in good time but parts not in supply would delay the repair.

If your product experiences a fault, please call or email us or your supplier and we will direct you to a suitable approved repairer. Once they receive your product they will email you to indicate when it will be examined. If you do not receive further news within 14 days please contact us or the supplier and we will make enquiries on your behalf. (Please note that many routine repairs are completed well within this timeframe).

Can I have my order delivered to a separate address to my billing address?

If you wish to pay using your card then unfortunately due to the value of the products, orders can only be sent to the billing address of your card.

However, if you need to have an item delivered to an alternative address to your billing address, this can be done by us or by the supplier but you would have to select to pay via either Bank Transfer or Amazon Pay.

Are the products you sell new or used?

All the items offered for sale on the website are brand new products and will come in its original packaging with all the correct accessories, unless otherwise stated in the product description.

Does my order qualify for a UK cashback scheme?

Please note that products offered for sale on this site do not qualify for any UK cashback schemes.

Does my product come with a warranty?

All products come with a standard 1-year manufacturers warranty based on the sales invoice you receive with the product. All you need is to keep the invoice.

In addition an extended cover is provided on the camera bodies only to allow you to have the product repaired for a further 2 years (3 year guarantee in total). You need only to keep the invoice for this cover.

Please note many but not all of the offers on the site include the extended guarantee. This is clearly indicated in the titles of the products or bundles for sale. (Extended warranties are only placed on Camera units not Accessories or Lenses). Naturally if the product is delivered with a fault a replacement can be supplied.

What is your refund policy?

If your product develops a fault within 30 days we or the supplier will offer a refund or replacement subject to your choice. After this 30 day window the product would have to be sent to a repair centre for an estimate. This is in line with the Consumer Rights Act 2015.

In the unlikely event that you are unhappy with the product when you have received it you are of course able to return it within 14 days for a full refund. In this case the product must be unused and returned with a trackable postal service. Please note neither we or the supplier can cover the costs of returning an unwanted item. If you do want to return it please make contact first.

How long does my order take to be shipped?

For UK purchases your order is usually shipped by the supplier or us within 3 to 5 working days of receiving your cleared payment. If you require delivery by or before a certain date please call us on 0208 6695668 and we will do our best to accommodate your needs.

Mainland UK

Channel Islands, Scottish Isles and Highlands

Royal Mail or DPD

Royal Mail or DPD

Delivery 3 to 7 working days from date of 'Paid now Processing' notification

Delivery 3 to 8 working days from 'Paid Now Processing' notification

If you need it faster than this, call or email us and we will try to help.

We depend upon several courier and delivery services to ensure your product reaches you safely and in good time. We pay for a next day service within the UK, however, once the item has left us and is with the courier, we cannot be held responsible for a delay to the delivery.

Can I collect from your office?

  1. of course you are more than welcome to come and collect from us. We would just require you to call us first on 020 8669 5668 to place an order with us beforehand to check stock availability, and once your order is ready to collect, our sales team will contact you. This would be a purchase from us and not direct from our supplier.

How secure is online shopping?

We use industry-standard Secure Sockets Layer (SSL) technology to provide encryption of personal information such as your name, address and credit card details. In this way, information passed between your computer and us cannot be read in the unlikely event of someone intercepting it. Credit or Debit card transactions are secure.

If you wish to pay using your card, then unfortunately due to the value of the products your order can only be sent to the billing address of your card.

However, if you need to have an item delivered to an alternative address to your billing address then this can be arranged but you would have to select to pay via either Bank Transfer or Amazon Pay.

By using Amazon Payments you can select one of your saved address on Amazon for your delivery - we are happy to help over the telephone if you have not used Amazon Payments before or if you are having any problems. We understand this can sometimes be difficult with work commitments, but we will do our best to accommodate your needs.

What Methods of Payment do you accept?

You can pay by debit or credit card (Maestro, Mastercard, VISA, and Amex. Via Clear Accept, Stripe or Amazon Pay. When using this method your personal data and payment detail is SSL encrypted. (SSL is a Secure Sockets Layer that provides security in transferring data over the Internet, forming a layer of encryption between the server and client. This is particularly important in a commerce situation, as the shopper is providing merchants with their personal information and often with their credit card number.) We also offer 3D Secure via Clear Accept ensuring the highest level of security to you online purchase.


You can call or email us to arrange payment by credit/debit card over the phone or make a transfer to our bank by selecting the 'Bank Transfer' method at checkout.