here to help
customer service
Frequently Asked Questions
Buying Online Is Simple And Easy
- HOW DO I PURCHASE A LOWEPRO PRODUCT?
For online purchases, each product has an “Add to Cart” option, which allows you to place items into the cart for purchasing.
- WHAT ARE YOUR HOURS OF OPERATION?
We are here for you each and every business day, Monday - Thursday 8:30AM to 5:00PM. Friday 8:30AM to 4:00PM
- HOW CAN I CONTACT YOU FOR CUSTOMER SUPPORT?
For questions related to placed orders you can contact VIDENDUM, our order processing partner, at 01530 566090. Please have your order number ready.
For product help, parts, technical assist or repair please contact 01530 566090.
Outside business hours you can write us and our team will aim to respond to your enquiry within 72 hours of their return.
- WHERE CAN I FIND SOME HELP TO BUY THE PRODUCT THAT FITS MY NEED?
We provide product guides & advice from our experts for all our products on Lowepro.com.
- HOW DO I REDEEM A PROMO CODE?
If you have a promo code, you can use it at the checkout, in the promo box placed on the upper right-hand side of the page. You must be registered and logged in to an account for the codes to work. Please note that promo codes cannot be used in conjunction with any other discount code or offer.
- CAN I PLACE ORDER ON PHONE OR VIA EMAIL?
We do not accept orders via telephone or email.
- Backorder notification: what it means?
Sometimes we have limited quantities of stock and unfortunately it can happen that 2 people at same time buy the last piece. One of these orders will result in a backorder. This means that we will be able to send you the product when it becomes available again. If your backorder is for a discounted product, you will receive this price. The waiting time depends on the product and it will be communicated to you via email.
- Products technical information: how to find?
All product information is available on the product page in the Section “Specifications”. You just need to search for a product in the website and have a look at the “Specifications” section. Click on “Technical specifications’’ then ‘’Full list” to see all the available technical information.
For bags, as an example, you can find easily the inside dimensions looking at “internal dimensions”, some bags and backpacks have a specific section called Camera Insert Dimensions.
- Do you offer special discounts (Gov’t/Military/Law Enforcement)?
No, unfortunately, we do not have a discount structure in place for Gov’t/Military/Law Enforcement customers.
- I am a reseller, how can I become a dealer?
Please send an email to imaging.uk@videndum.com with your request
My Account
- DO I NEED AN ACCOUNT TO PLACE ORDERS AT LOWEPRO.COM/UK-EN/?
You do not need to register to place orders; you can check out as a guest.
- SHOULD I CREATE AN ACCOUNT ON THE LOWEPRO WEBSITE?
You do not need to register to place orders, but by creating an account, you can maximize your shopping experience and make the most of the site adding convenience. In addition, certain features and benefits of our website are only available if have registered.
Examples of just some of those great benefits include the ability to maintain an address book for easy shipping to different addresses; the ability to create and manage your wish list and tracking your order history; the possibility to apply coupon codes and to create rerturn easily.
- WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?
If you have forgotten your account password, please click on the Forgot your Password link during the sign-in process. You will be instructed to reset your password via a reset password email sent to the email address used when registering your account.
- CAN I SEE MY ORDER HISTORY ON LOWEPRO.COM/UK-EN/?
You must have a registered account to see your order history.
It is displayed in your online account. The orders displayed here are only the ones made after registering for an account.
- IS MY PERSONAL INFORMATION SECURE?
Please be assured that your personal information is kept private.
For further details, please visit our Privacy Policy.
Payments
- WHAT PAYMENT METHODS DO YOU ACCEPT?
Lowepro.com store accepts the following payments for online purchases:
Master Card, Visa, American Express, Discover, Paypal.
- WHEN WILL MY CREDIT CARD BE CHARGED?
The payment will be taken from your card as soon as your order is assigned for fulfilment.
- WHY IS MY CARD NOT WORKING?
We are sorry to hear you’re having trouble, this could be for a variety of reasons. Please login to your Account and ensure you have entered the correct billing address and card details for your bank account.
Still having trouble?
Please contact us to resolve any payment issues by telephone at 01530 566090.
- HOW WILL THE CHARGE DISPLAY ON MY CREDIT CARD?
The charge will show up on your credit card statement as "SPN*Lowepro".
- WHAT IS KLARNA?
Who is Klarna?
• Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments. Choose Klarna at the checkout and you’ll get the option to Pay Later and Pay over time. Select any Klarna payment method at the checkout to complete your order.
What is Pay later?
• Pay later allows you to receive your order up front for 30 days without payment, interest and fees. When your order has been placed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try your order or complete the payment. Complete the payment online, at your convenience via credit or debit card in the Klarna.app or by logging into www.klarna.com/uk.
What is Pay over time?
• Pay over time splits the cost of your purchase into three easy payments with zero interest. Choose your preferred credit or debit card to make automatic payments. Your first instalment will be collected when the order is confirmed, instalments 2 and 3 are scheduled 30 and 60 days later without interest or fees.
What happens if I cancel or return my order?
• As soon as Lowepro have accepted your cancellation/return, Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
• Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable to use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.
Is my payment information safe?
• Payment information is processed securely by Klarna. No card details are transferred to or held by Lowepro. All transactions take place via connections secured with the latest industry standard security protocols.
Shipping & Delivery
- HOW MUCH WILL THE DELIVERY COST & HOW LONG WILL IT TAKE?
>Standard Delivery £6.95
This service is available on all orders for delivery within 2-4 working days.
Standard Shipping is free for orders over £100.
>Next Day Delivery £12.95
This service is available on all orders placed before 1pm Monday to Thursday for delivery the next working day. All orders placed after 1pm will be processed the next working day. This excludes public and bank holidays.
- WHY HAS MY ORDER NOT BEEN SHIPPED/DELIVERED?
There are a few reasons that can keep us from being able to ship your order.
Here are a few possible causes:
• The product(s) you ordered are out of stock or discontinued.
• You live in a remote area and we cannot deliver there.
• You specified an incorrect delivery address.
• A payment issue might have occurred when you placed the order.
- WHO IS GOING TO DELIVER MY ORDER?
We use TNT for all our website orders.
Please note that for our delivery service, a signature will be required. If you are unavailable when the courier attempts to deliver, the courier will rearrange delivery and you will be notified via the contact information you have provided for this purpose.
- DO YOU DELIVER OUTSIDE OF THE UK?
Merchandise ordered on Lowepro.com/uk-en/ can ONLY be shipped to addresses in the UK.
- CAN I HAVE PRODUCTS SHIPPED TO P.O. BOXES?
Orders cannot be shipped to P.O. boxes.
- CAN I SELECT THE DATE AND TIME FOR DELIVERY?
We do not support this service; we recommend that someone is present at the address specified for delivery.
- DO YOU SHIP TO MULTIPLE ADDRESSES?
We do not provide this service.
Please place separate orders for each shipping address.
Returns & Refunds
To return a product you will need to obtain a Return Authorization number (RMA).
If your product has been sent by Videndum Media Distribution you can get in touch with us directly at 01530 566090. We will provide you the Return Authorization number (RMA).
Warranty
All new goods supplied through our web site are warranted free from defects. The statutory warranty rights apply.
- HOW DO I RETURN A PRODUCT?
It is easy to return a product. To return a product you will need to obtain a Return Authorization number (RMA).
If your product has been sent by Videndum Media Distribution you can get in touch with us directly at 01530 566090. We will provide you the Return Authorization number (RMA).
- WHAT’S THE RETURN POLICY?
If you have already received the product, you must return the product as soon as possible to the address provided by VIDENDUM, in any event, within 30 days of Delivery. The details of where to return the product will be set out in the Returns Document. You are responsible for the cost of returning the product using a suitable tracked and insured shipment method.
If the VIDENDUM.Supplier does not receive the product back, we may arrange for collection of the product from your delivery address at your cost.
- Can I replace my product with another one?
Please note that is never possible to replace a product – you will need to return the original order for a refund and then place a new order for the correct product.
Terms & Conditions
- WHAT IS LOWEPRO’S STANDARD WARRANTY TERMS & CONDITIONS?
Lowepro products in the UK are covered by a two-year standard limited warranty from date of purchase. Depending on the product, warranty periods can be extended to up to 10 years from date of purchase. For complete product warranty information please visit our warranty page.
IMPORTANT: Please be advised that warranties are valid only on products purchased within the country of residence and through our authorised channels, in this instance, the Lowepro UK website. Lowepro does not provide a warranty of any type or of any manner for any products purchased from unauthorised resellers, without exception.
- HOW DO I PLACE A WARRANTY CLAIM?
You will be required to submit a warranty request to our customer service warranty team. You will be requested to provide photos of the product and a copy of your original receipt. Lowepro will not provide any coverage under this warranty statement unless your claim is in compliance with all of its terms. To request warranty service, please call +44 (0) 1530 566090