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FAQs

Find answers to some of our frequently asked questions here.

If you can’t find the answer to your question then don’t hesitate to contact us at onlinestore.uk@leica-camera.com 
Or contact us on WhatsApp/Text/Phone07803 828413

General

Who can I contact if I have questions about products or orders?

Please send any questions to us via our online contact form or directly via email at: onlinestore.uk@leica-camera.com

We aim to reply to all emails as soon as possible.

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How do I join the waiting list for newly launched products?

Our online store does not operate on waiting lists. All items are available on a first-come-first-serve basis. 

To be the first to know when we launch a new item, we recommend signing up for our Newsletter. You can do this via the red banner on the bottom of this page.

If a newly launched item is not yet in stock, simply add your email to the notification list on the product page, and you will automatically be notified when stock becomes available. Be advised that there may be other customers who have signed up for the same notification, so items may sell out again. Should this be the case, you will need to re-add yourself to the notification list.

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Will products that cannot be ordered right now be available to order in the future?

If you find an item is currently unavailable to order online, one of the following may be true:

- The item is generally not available for purchase online (this will be noted in the item description)
- The item is temporarily out of stock but will become available again in the future
- The item is out of stock and will not become available again (this is usually true for items in our pre-owned and ex-demo stock)

To ensure you are notified about future item availability, please sign up to email notifications on the product page. 

For pre-owned stock we may notify you once we have a comparable item in our stock. 

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Can I place an order over the phone?

For security reasons, we do not accept payment over the phone. If you are looking for alternative payment methods, please contact us. Please never send us your credit card details via email.

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Orders

I'm a tourist. Can you help me get a tax refund?

The UK Government has ended the VAT refund scheme which came into force from 1st January 2021. As it stands, customers purchasing items in the UK can only claim back VAT when the item is shipped to their residence address outside of the UK. 

VAT refunds are not possible for pre-owned items.

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I am looking for an item but cannot find it.

If you have trouble finding the right item, we can help you by directing you to the correct product page. Simply contact us with what you are looking for.

If you are looking for an item that is currently not listed online (this may include discontinued stock, pre-owned items or spare parts), please contact us to add your name to a notification list and we will notify you once it becomes available.

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I need a spare part for one of my items, how do I order them?

Spare parts can generally be purchased through our customer care team. Please contact them via our contact form.

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What is the minimum order value?

We do not have a minimum order value. However, we charge a £5 shipping fee on orders below £50.

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Why are the prices sometimes lower/higher in retail shops?

Our online store prices for new products are set in accordance with the recommended retail prices of Leica Camera AG. Dealers have the ability to set their own prices and may occasionally differ from our own.

For pre-owned goods, all prices are listed in accordance with the current market value. To determine these prices our team keeps a very close eye on the current going rate.

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I am VAT exempt; how do I order my items tax free?

If you are located in the Channel Island, items may be shipped to you free of VAT. Orders to shipping addresses in these locations will automatically be free of VAT at check-out. Slight delays may occur in the shipping of your items to account for export documents. 

If you are located in Ireland and are a VAT registered company, you may be eligible for a VAT-free order. Please contact us at onlinestore.uk@leica-camera.com for details.

Please note that our pre-owned stock cannot be purchased VAT-free.

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Payment

Can I pay in instalments?

We now offer 0% APR and 12.9% APR financing on a large selection of items. Pay monthly and at ease by choosing the right financing plan for you. 

- 0% APR financing is now available on the Leica M11 Monochrom, Q2 Monochrom, all full size Ultravid and Noctivid for up to 24 months. It is a one-off process, simple and fast with no waiting required. T&Cs Apply*.

- 0% APR financing is also available on most purchase or order above £5,000 for up to 12 months. T&Cs Apply*.

- 12.9% APR financing is available on all Leica products for up to 24 months with a minimum spend of £350 and a minimum deposit of 10% required upfront. Amount based on the final price of the selected item. T&Cs Apply*.

Please contact us at onlinestore.uk@leica-camera.com to get started.

*0% APR financing available for up to 12 months, minimum spend for credit is £5,000 with the exception of the Q2 Monochrom, all full size Ultravid and Noctivid range where 0% APR is available for up to 24 months.

*0% APR financing is not available for limited or special editions, or newly launched products. Please contact us to find out products of your interest is eligible for 0% APR financing.

*Minimum deposit of 10% is required. 12.9% APR financing available for up to 24 months, minimum spend for credit is £350. Minimum deposit of 10% is required. We are a credit broker not a lender. Credit is subject to status and affordability and is provided by Novuna. Does not apply to services. Cannot be used in conjunction with any other offers or discounts.

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Which payment methods do you accept?

We accept Visa, Mastercard and Amex debit and credit cards as well as PayPal (including express checkout). Apple Pay and Google Pay are also accepted if your device is set up for it. You may also submit payment via bank transfer. Find more details about payment options here.

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Can I pay over the phone?

For security reasons, we do not accept payment over the phone. If you are looking for alternative ways to pay, please contact us. Please never send us your credit card details via email.

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Brexit

How does Brexit affect my order?

Our shipping times have mostly regulated. Some delays may still occur when ordering spare batteries. Batteries included in cameras are not affected.

Selected items will be shipped from local stock. 
Our team and delivery partners are working hard to minimise delays and impact on your shopping experience.

Please contact us if you have a time-sensitive order so we can meet your expectations.

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Are there any additional fees to my order?

No additional custom fees will be added to your order. All our prices displayed online are VAT inclusive.

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Will returns be affected?

All returns will be handled by our UK teams until further notice. Please contact us if you need to return any items so we can assist. 

Return shipping will remain free of charge for all new items. All standard terms apply.

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Can I still get a VAT refund?

The UK Government has launched a change to the VAT refund scheme which came into force from 1st January 2021. As it stands, customers purchasing items in the UK can only claim back VAT when the item is shipped to their residence address outside of the UK. 

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Are my warranty terms affected by Brexit?
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Shipping

Can deliveries be made to PO boxes?
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How long does the delivery take?

Please check estimated shipping times on the product pages.

Average standard shipping time: 2 days for the UK, 3 days for very remote areas. However, these are not guaranteed. 

For more details, see our Shipping and Payment terms.

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Can a delivery be made at a specific, chosen time?

At the moment, we are not able to guarantee a timed delivery.

If you are not around to accept delivery, we recommend getting your order delivered to your local DHL or UPS collection point, or one of our stores. This option is available for you during the check-out process.

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I need my items delivered sooner; do you offer express shipping?

If you need to place a rush order, please email us at onlinestore.uk@leica-camera.com as soon as possible to confirm whether your timeline can be kept. We may be able to accommodate faster shipping by using locally available stock.

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How much do you charge for shipment?

Shipping is free on all orders over £50. Any orders under this value will incur a shipping charge of £5 for standard shipping. Magazine orders of three or fewer will be charged a reduced shipping cost of £2. 

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Which shipping company makes the deliveries?

Our shipping partners is DHL Express, all orders are provided with a tracking number and regular shipping updates.

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Can orders made in the online store also be collected from Leica stores?

Yes. If you wish to collect your order in-store, please pick “In-Store Delivery” in the order check-out process and select the store you wish to pick up from. 

Once your order is ready for pick-up, we will notify you via email. 

Please bring your order confirmation and a valid form of ID to pick up your order. If you are having someone else pick up your order for you, make sure you list their name in the check-out process. We retain the right to refuse handing over an order should you not have an accepted form of identification available. 

Pick-up orders are currently only available for our Mayfair store.

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Which countries do you deliver to?

We only deliver to addresses in the UK, Ireland and the Channel Islands. Please contact us directly about shipping options outside of these areas.

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Returns

I ordered the wrong item, how do I cancel my order?

Orders can generally only be cancelled within the first few minutes of placing it. After that, cancelling orders will not always be possible and you may have to wait for the item to be shipped out to you in order to start the return process. 

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I want to return an order. How do I proceed?

You have 14 days to return an order made online. All details about the return process can be found under the below link.

Returning an order

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Can I return my unwanted items from online orders in a store?

You may return items you have purchased online in our Mayfair Store, however, you will not be issued a refund until the item has been returned to our online store team and its condition has been verified. 

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Can I exchange an item I bought online?

We currently do not support exchanges for items purchased online. We will require you to return the item and place a new order. 

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Warranty

What are the T&C for 12 months extended warranty and 3 digital editions of LFI Magazine?
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Where can I find the FAQ for 12 months extended warranty and 3 digital editions of LFI Magazine?
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What are warranty periods on your new items?

Unless stated otherwise, your items have below warranty periods from the date stated on your invoice. This only applies to new items and excludes Pre-Owned and Ex-Demo stock.

Cameras (digital and analogue): 2 year
Lenses: 2 year
Accessories: 2 year
SOFORT cameras: 1 year

Binoculars: 10 years
Geovid Optics: 5 years | Electronic: 2 years (For Geovid purchased from 01.04.2023, the warranty is valid for 10 years)
Rangemaster and Pinmaster: 2 years
Eyepieces: 10 years
Spotting Scopes: 10 years

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What are warranty periods on your pre-owned and ex-demo items?

Unless stated otherwise, all pre-owned items have a 12-month warranty period. This warranty is limited to official Leica UK stores and not applicable worldwide.

Warranty on ex-demo stock may vary and is noted in the listing of each item.

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Can warranty claims from an online order also be made in a store?

Warranty claims on items purchased from our online store can be made at our Mayfair Store for the original warranty period of the item.

If you have purchased your Leica product from a store outside of the UK or from a local dealer, we may request a proof of purchase in order to confirm the warranty period. 

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Where can I find your full warranty terms?
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Christmas

What is your return period over Christmas?

We are offering extended returns this Christmas period. Any items purchased between December 1st and 24th can be returned until January 15th. All standard terms and conditions apply - to receive a full refund, the item must have no signs of use. 

Returns are free for all new items. Shipping costs are non-refundable. More details can be found here.

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I want to know more about Christmas returns, tell me everything.

We understand the challenge of buying Christmas gifts, and now more than ever we want to ensure that you and your giftee love your new Leicas. So here are some key points for you:

  • We have extended our returns period to 15th of January, 2024
  • Return shipping is free of charge
  • Return labels are sent to the email address of the original purchaser
  • We offer a full refund on items returned unopened and in the original shipping condition
  • If you would like to return an item after it has been used, we would be happy to accommodate, however, this will incur a restocking fee
  • Please contact us before returning the item if it has been used, so we can personally explain your return options
  • Items ordered online can not be refunded in-store. However, you may drop off items in-store and our team will return the item for you. Mayfair store only. 
  • Our system currently does not allow exchanges, therefore items need to go through the full return and refund process
  • Once we receive your return, it can take up to 2 weeks for your refund to be processed
  • Receipts do not need to be included in the return. So the giftee can return the item provided they have the return labels
  • Shipping costs are non-refundable


Any more questions? Get in touch!

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What is your order deadline in time for Christmas deliveries?

Since deliveries can take longer during Christmas peak times, we recommend placing your order by 10am (GMT) on December 18th, 2023, to ensure it arrives in time for Christmas. Beyond that date, please get in touch with us and we may be able to fulfill your order locally. Alternatively, click-and-collect is also available for your online orders via our London stores.

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What are your Christmas hours?

Our Online Store Team will be off on 24th, Christmas Day (25th December), 26th and 27th of December, 2022. We will also be closed in observation of the bank holiday of 1st of January, 2024.

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I need some gift buying advice. Can you help?

We can indeed! Please give us a call, or pop into one of our stores and our team of Leica Experts will be happy to give you adivce.

If you rather send us an email, you can do that here. We aim to reply to enquiries the same day.

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I can't decide what to get, do you have gift cards?
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Answer not found?
Use our contact form to ask us your question to the contact form