FAQ's | Essential Photo | Photographic lighting and equpiment
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Specialist in studio lighting equipment and accessories for the Digital, Film and Video industries

FAQ's

1.       When will I receive my order?

Orders from the UK

If order is received before 2:30pm (Monday- Friday). We will dispatch your order in the same working day. It usually will be delivered in 1-2 working days. We ship our lighting accessories by Royal Mail, which can take between 3-5 working days.

Why not receive them next day for ONLY £6.00

Orders from EUROPE

If order is received before 2:30pm (Monday- Friday). We will dispatch your order in the same working day. It usually will be delivered in 2-5 working days. Your order will be delivered by UPS (by road). We do offer express delivery to Europe, it will arrived in 1-2 working days, please kindly find it from the following link:

https://essentialphoto.co.uk/delivery-information/

 

2.       What are the shipping options available?

For all our shipping information please go to the link below:

https://essentialphoto.co.uk/delivery-information/

If your question regarding delivery wasn’t answered contact us on any of our contact methods and we will try to get back to you as soon as possible.

Please note that there is additional charge for item more than 1.5m in length at £6.99 including paper rolls, giant parabolic reflector, jib crane, larger boom stand etc.


3.       How does BREXIT impact orders placed outside the UK?.

Currently as a decision has not yet been made with Britain leaving the EU, this will not affect any purchases made outside the UK at the moment. All order placed within the EU countries will be processed as usual and will not incur any additional fees.

For more information please contact our customerservice@essentialphoto or our LiveChat Team 9:30am-4:30pm, Mon-Fri.

 

4.       Will I have to any charges for orders outside the EU?

All orders placed outside the EU will automatically exclude UK TAX (VAT) of 20% on our website, this means you will not have to pay TAX on orders placed through our website.

All orders placed within these countries are classed as an export, this means that Import duty and shipping tax will have to be paid by the customer upon entering the designated country. When the order enters the designated country, the courier will get in contact to arrange import TAX payment, this will vary dependant on the location. A clearance and admin charge will be required for processing of your order.

 

5.       Do you have shipping available to the US, Canada or Australia?

We now have shipping available to the US, Canada and Australia, all orders placed in these countries will automatically exclude UK TAX (VAT) of 20% on our website, this means you will not have to pay TAX on orders placed through our website.

All orders placed within these countries are classed as an export, this means that Import duty and shipping tax will have to be paid by the customer upon entering the designated country. When the order enters the designated country, the courier will get in contact to arrange import TAX payment, this will vary dependant on the location. A clearance and admin charge will be required for processing of your order.

For delivery to the US, Canada it will take between 1-3 days for delivery & 5-7 days to Australia, this may be delayed if import duty and shipping tax are not paid.

Please Note that all electrical equipment is only available with a UK, for any other plug/socket type an adapter will required.

Please be aware shipping to a private individual a social security number or TAX ID for a business will be required for the customs clearance.

 

6.       What currency do you accept on the website?

We accept pound sterling on all purchased. The final amount shown in your cart is in pound sterling. The estimated product price does not include customs, duty fees and/or taxes. Your credit card company may charge you a conversion fee.

Any charges or refunds to your credit card will be issued in pound sterling. Refund amounts may be more or less than the purchase price due to fluctuating exchange rates.


7.       Can I redirect my order to another address which is different from the delivery address entered when I placed my order?

Yes, we can arrange it for you. Please contact us at 0121 552 3113. However, there will an additional charge at £9.99 for redirection.

 

8.       What If an Item on My Order is Out Of Stock at the Time I place my order?

If any part of your order is not available for dispatch we will dispatch the available items first and dispatch the remainder of your items when they become available, or you can choose to wait until all the items are available and we will dispatch them in one consignment. If you choose to split the order we will dispatch the available items in accordance with the delivery service you request, and the remaining items from your order will follow when they become available (at no extra cost). We will contact you before dispatching any additional out of stock items.

For confirmation on stock availability prior to order placement please call us on 0121 552 3113.

 

9.       How do I return my order to EssentialPhoto?

At EssentialPhoto we offer a 30 day return policy so if you have found a fault with your product or you are not happy with it please go to https://essentialphoto.co.uk/returns-policy/ for all our return information.


10.       Does my item come with a warranty?

At EssentialPhoto we offer a 2 year warranty unfortunately the warranty only applies to our electronic head units. For additional information on our warranty please go to:

https://essentialphoto.co.uk/terms-and-conditions/

 

11.        I have a VAT number and need the VAT deducted from my order?

We can deduct the VAT from your order for any orders placed outside the United Kingdom, In order for us to remove this please follow the steps below; 

A.    Please add the items into your basket on our website.

B.    Once you have all of your items added into basket, you will need to proceed to Checkout by filling in your information (Billing and Delivery address, choose a delivery option and then the next page should be your payment page) However, once you get to the payment page, please do not make payment. Please contact us before making payment as we will then be able to see your unpaid order on our system and we will be able to deduct your VAT from it.

C.    We will then send you an email which contains a link to pick up your old order. By clicking this link you will then see your VAT has been deducted (please check the totals of your order before making payment to ensure this has worked)

D.    If all totals are correct you can proceed with making payment and finishing your order.

Please be aware if a VAT number shows as invalid, we will not be able to deduct VAT and this request will be deducted. We will also need to receive confirmation of this VAT number before any VAT can be deducted. For countries such as Guernsey and Jersey you VAT should automatically be removed from products and orders. We will not be able to deduct VAT from any orders placed within the UK.

 

12.       Do you have a sponsorship program available?

If you would like to apply with sponsorship with PiXAPRO please fill out the following Application Form once completed please send the form back to customerservice@essentialphoto.co.uk.

 

13.       I couldn’t find the answer to my question

If you couldn’t find an answer to your question on our FAQ page or if you need more information regarding your query please go to https://essentialphoto.co.uk/contact-us/ to contact us by telephone, email or submit a contact card and we will get back to you as soon as possible. 

Alternatively you can now contact us directly on our new LiveChat system (available between 9:30am-4:30pm), simply click the LiveChat bar in the bottom right hand corner of our website to start a chat. 

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