Help & Support

Orders from the UK

Next Working Day Delivery: If your order is received with us before 2:30pm (Monday-Friday), we will dispatch your order the same working day, and it will usually be delivered in 1-2 working days. 

Standard Delivery: We will aim to dispatch your order same-day if placed before 2:30pm, and it will usually be delivered within 3-5 working days.

We also ship some lighting accessories by Royal Mail, which can take between 3-5 working days.

Orders from EUROPE

If order is received before 3pm (Monday- Friday), we will dispatch your order the same working day, and depending on the method of delivery chosen, will usually will be delivered in 2-5 working days. Your order will be delivered by UPS (by road). For more specific delivery estimations, please visit the link below and find the full country-by country list under the "International" tab.

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

If your query or country is not addressed on this page, please contact our team with the info you need and the address you would need the items to be delivered to at info@essentialphoto.co.uk.

For all our shipping information please visit: https://essentialphoto.co.uk/delivery-information/

If your question regarding delivery isn't answered in this page, please contact us on any of our contact methods and we will try to get back to you as soon as possible. essentialphoto.co.uk/pages/contact

Please note that there is additional charge for items more than 1.5m in length at £6.99 (UK), which includes paper rolls, giant parabolic reflectors, jib cranes, larger boom stands and more. Dimension specifications can be found in an item's "Specification" tab in the listing.

Both the Godox and PiXAPRO versions of equipment (such as the AD400 PRO & CITI400 PRO) are identical units. The only difference would be that PiXAPRO is rebranded for EssentialPhoto & Video.

For more information on this, please visit our Godox vs PiXAPRO FAQ blog.

Please note, not all of our equipment is the same as Godox products. If you are unsure, please contact us and we can check for you.

Yes, as Godox is made in the same factory as PIXAPRO this means that they will be cross compatible. PIXAPRO will work as part of the Godox X system as long as they share the same 2.4GHz receiver or trigger, this means that you can add a PIXAPRO flash or trigger to your existing Godox setup. So you get all the benefits of owning Godox with the service, warranty and UK provider from PIXAPRO.

Speak to our friendly customer support by phone, email (info@essentialphoto.co.uk) or LiveChat! We aim to reply all queries within 24 hours Monday-Friday, or 48 hours during peak seasons.

As of the 1st of January 2021 the UK has exited the EU. This now means that any countries outside of the UK will no longer be subject to TAX on our website.

Although TAX will not be charged on our website, please be aware an import duty tax will be required to pay once the item arrives in the designated country. This is something that the courier will contact you about to arrange for customs and duty fees to be paid before the item is released for the final delivery stage.

Please be aware TAX will not be visible on the website once you have registered your address; this can be done at the checkout or through a registered account.

Further Information

We are not aware of any delays which are being caused due to exiting the EU however, it is worth being mindful of this just in case and allowing a little extra delivery time where possible. 

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

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.

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.

We accept pound sterling on all purchases. 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.

Please note, once an order has been placed, the address will no longer be able to be amended due to security reasons. We would recommend checking your Billing/Delivery address thoroughly before placing the order to ensure this is correct.

If you do notice that the address is incorrect, then you can contact us before the order has been dispatched for the order to be cancelled and then you can re-place your order with the correct address. If you notice that this is going to the incorrect address after this has been shipped out then unfortunately, this can’t be altered however, you can contact the courier to request a return to sender. Once the package is returned to us, you will then be required to pay the postage fee again to get this dispatched to the correct address

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.

Payment is taken at the time of purchase for out of stock or pre-order items.

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

At EssentialPhoto & Video we offer a 28 day return policy on our standard range of equipment, and a 14 day return policy on Pre-Loved and Clearance items as of December 2022.

If you have found a fault with your product or you are not happy with it please open a returns case with our Customer Support department via info@essentialphoto.co.uk, or fill out the returns form at https://www.essentialphoto.co.uk/returns-and-refunds/, and place a copy of this form in the returns package to us. This form can be handwritten if you cannot print it.

Please note:

• Missing/misdelivered/incorrect items in your order are strongly advised to be reported to the Customer Support team within 7 days of delivery to you. This enables our team to properly investigate your order and/or the delivery with the courier.
• Images may also be requested by Customer Support for missing/incorrect orders and warranty cases of the items you have received or are having trouble with. This enables us to streamline our investigations and help customers to the best of our ability.

At EssentialPhoto & Video we offer up to a 2 year warranty, depending on the type of equipment and the fault. This warranty covers both PiXAPRO, Godox and other branded items sold at EssentialPhoto & Video.

As part of our warranty policy, our team will request a serial number from the unit, an image or video of the fault, plus order information from the item to be able to open up a claim. More info can be found in Section 23.5 in our T&Cs.

For further information on our warranty please visit https://www.essentialphoto.co.uk/warranty/ 

The system will automatically remove TAX from your order when you register your address, this will either be at the checkout or if you have a registered account.

We can deduct the VAT from your order for any orders placed outside the United Kingdom, In order for us to remove this please enter your VAT number on the checkout process.

Please be aware 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. The VAT field will not accept any VAT numbers prefixed with GB, if you would like to include this in your invoice please contact info@essentialphoto.co.uk

All order are dispatched from our warehouse based in the Birmingham, UK. Both our Standard delivery and Express delivery services are fully traceable.

For standard delivery this may take around 2-3 working days, and 1-2 working days for express delivery.

For more delivery information, please go to essentialphoto.co.uk/delivery-information/

If you would like to speak to us regarding collaborations or ambassadorships, please send a full proposal including equipment requests and relevant links to info@essentialphoto.co.uk to be passed to the PR team for review.

Whilst we try our hardest to help you with any issues that you may have as efficiently and quickly as possible we do not offer any form of compensation, this includes loss of earnings due to receiving items late or not functioning as expected whilst in use.

EssentialPhoto & Video do offer a Price Match service on a selection of our available products. Please note, this would only be applicable against the exact same products and UK Distributors. We also are within our rights to deny any Price Match. Please contact our team at info@essentialphoto.co.uk with the links to the products you would like to be matched and our team will be able to review your request.

Our clearance section includes discontinued products from across our website! The clearance range will not be restocked, so when these
products are gone, they’re gone!

Please note that Clearance products have a 14 day return policy and a 3 month warranty.  

Our Pre-Loved section consists of a range of products that have been returned, refurbished, or used as Demos or Samples. These items are
thoroughly checked by our engineers to ensure that they are fit for purpose, and each listing will provide extra information on the product being sold.

For more information plus a rundown of our Pre-Loved grading system, please read our Pre-Loved blog.