Need Help During Christmas? Here's What to do...
"Help! I need assistance with an order or product but you're closed for Christmas! What do I do?"
Don't worry, we're setting things up to run as smooth as possible while we're away eating mince pies and watching The Grinch on repeat. Check below for what to do if you need help with:
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RETURNS
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PRODUCT & TECHNICAL ADVICE
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WARRANTY CLAIMS/PROBLEM WITH ORDER
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PLACING ORDERS
Reminder:
RETURNS
Looking to make a return for your order? That's not a problem. Please ensure you are reporting your return within the 14-day period outlined in our Terms and Conditions. Then, do the following:
- Fill in a Returns Form on our returns page.
- Print out your returns form as normal, and package it up with your parcel ready to return. Don't worry about waiting for an email response from us, we'll see it when we're back.
- Please wait to send your parcel until 5th January at the earliest. We will not be available to receive returns deliveries during the Christmas period.
- When New Year rolls around, dispatch your parcel to us. We will not count the time we are closed towards your returns period.
Please ensure that if you'd held a return, that this is dispatched to us by 9th January at latest. If you cannot send it by then, please contact our team to inform us so that we can take this into consideration.
Returns Address: RETURNS DEPARTMENT PiXAPRO LTD. 48 Brick Kiln Street, Brierley Hill, West Midlands, DY5 1JG.
PRODUCT & TECHNICAL ADVICE
While our advisors are away, there are a few options for getting the assistance you need for both product suggestions and technical advice.
| Looking for Recommendations |
Product Recc Quizzes! | Get a tailored recommendation for flash, LED, triggers, softboxes and more based on your specific needs! |
| Troubleshooting Problems with your kit |
Check our blogs! |
Search for your issue in our blogs on our website. Type your query in the search bar but don't hit enter. The search suggestions should bring up related blogs that might help. |
| Troubleshooting Problems with your kit | Or, use our ChatBot! | PiXABOT doesn't use AI, so won't be able to understand complex questions. But, if you use keywords such as "flash misfiring" or "error codes" then it should be able to bring you to a suggestion that could help. |
| Question about a product | Check Specifications Tabs! | All products will have a "Specifications" tab on the listing. This should have a breakdown of many of the key features. If it doesn't have the info you need, drop us an email at info@essentialphoto.co.uk and we'll pick this up in the New Year. |
| Technical Queries or Product Questions | Check our Facebook Group! | Blogs and chatbot not helped? Pop your question in our official Facebook Group. Our friendly members are usually able to point you towards a suggestion in no time! |
WARRANTY CLAIMS/PROBLEM WITH ORDER
Sorry to hear you've got a problem with your product/order! Please report your issue as normal to our team via info@essentialphoto.co.uk. Once our team are back in the office, this will be picked up as a priority to get this resolved.
To speed up resolution to your case, please provide the following in your email:
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WARRANTY CLAIM
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PROBLEM WITH NEW ORDER
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If sending videos or images, please try to send these as direct attachments or via Dropbox/Google Drive, as WeTransfers may expire before we can investigate. Thank you!
Thank you for your patience!
PLACING ORDERS
Not to worry! Our website is still active so you can continue to place orders as normal. However, we just won't be able to dispatch these until we return in January. Please take this into consideration for items you need on an urgent, short-notice basis.
Check our quick FAQ below for other questions:
Q: Where are Next Day/Weekend Delivery options?
A: At the moment, we're only offering Standard and Express Delivery options, as we will not be dispatching orders over Christmas. Please note that dispatches will resume in January.
Q: Is (this item) in stock?
A: Check the stock tracker on the listing by the price. If it says "In Stock" or "Limited Stock", it is in stock. If it says "Pre-Order" or "Special Order", then you can place an order, however there will be a stock lead time for this before we can dispatch. If it says "Out of Stock" then we will not be getting stock in for this item again and it will not be available for purchase.
Q: When is this being re-stocked?
A: Drop us an email with the link for the item you're interested in at info@essentialphoto.co.uk and when we're back in the office we can check for you and let you know!
Q: I'd like to request a quote for an order!
A: No problem, pop your quote request in an email to info@essentialphoto.co.uk with your full name, contact number, address, preferred delivery method, and a list of the items you'd like, and our team will be able to set this up for you in the New Year.
Q: My discount code isn't working!/ My Rewards code isn't working!
A: Please check your code terms - our discount and rewards codes cannot be stacked with other offers or codes, and cannot be used more than once. If the item you're looking to buy is already discounted, this is the most common reason why a code may not be valid.
If you are also shopping during our 12 Days of Christmas Sale, please note that as we will have a sitewide 12% off, you will not be able to use a code during this time. (26th Dec - 6th Jan).
Merry Christmas and a Happy New Year from all of us at PIXAPRO/EssentialPhoto & Video!
