Frequently Asked Questions
We are still open for business online. We have restrictions in place to ensure the safety of the skeleton staff we are currently working with. Please feel free to call or email us if there is anything we can help with.
Please note that due to the Covid-19 restrictions, some deliveries are taking slightly longer than usual as parcels can take longer to pass through the courier delivery networks, therefore delivery can take upto 7 working days from the time of order, however please note we are doing our best to dispatch your order to you ASAP.
We are open and shipping orders. Some staff are working from home so please be patient if you are unable to get through to us on the phone. If we are unable to answer your call, please drop us an email or leave us a message and we will get back to you.
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.
We also now offer an online Chat service that can be found in the bottom right hand side of the page, please feel free to message us here and we will reply within a few minutes during working hours.
Please note we are closed on bank holidays in the UK.
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 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 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 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 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 then 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 warranty based on the sales invoice you receive with the product. All you need is to keep the invoice.
In 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 then a replacement can be supplied.
What is your refund policy?
If your product develops a fault within 30 we or the supplier will offer a refund or replacement subject to your choice. After this 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 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.
Other EU countries
FEDEX / ROYAL MAIL/ UPS
Delivery 3 to 5 days from date of 'Paid now Processing'
Delivery 5 to 7 days from 'Paid Now Processing'
Delivery 7 to 10 days from 'Paid Now Processing'
If you need it faster than this, call or email us and we will try to help.
We depend upon a number of 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.
Please note that due to the Covid-19 restrictions, some deliveries are taking slightly longer than usual as parcels can take longer to pass through the courier delivery networks, therefore delivery can take up to 10 days from the time of order, however please note we are doing our best to dispatch your order to you ASAP.
Can I collect from your office?
Yes 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 would be a purchase from us and not direct from our supplier.
Please note that since Covid-19, we have introduced new protocols for our collection process to help with social distancing and also limit the amount of people in our office at one time. Please see details below:
- We are only able to offer a collection service on Saturdays between 10am and 2pm.
- Collections are by appointment only within a specific time window.
- A deposit of £100 must be paid in advance to reserve your product, the balance can then be paid here in the office upon collection.
- There can only be 1 customer in the office at any one time.
- A face covering must be worn unless you are unable to due to health reasons.
Since the latest lockdown announcement we will not be open to the public for collections, however we will continue to trade online.
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 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 or VISA, we do not accept AMEX) using the SAGE Pay payment button at the end of the shopping cart, whereby your personal data and payment detail is SSL 128BIT 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 Sage Pay ensuring the highest level of security to you online purchase. For more information, view our .
We now accept Amazon Payments
You can call or email us to arrange payment by credit/debit card or make a transfer to our bank by selecting the 'Bank Tranfer' method at checkout.