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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

About COVID-19

Are online orders affected by COVID-19?

All online orders will continue to be processed as usual. However, some delays may occur due to reduced staffing in compliance with health regulations. Please contact us for more information.

What are my contact options during the current situation?

We are still here for you and looking forward to helping you out with any questions or concerns you may have. We are working hard in providing you with the full standard of service you are used to, but please bear with us if things take a little longer sometimes.

While our physical stores have closed, our store managers are still available via phone and email to help you out and answer questions.

Are returns affected by COVID-19?

Due to current health and safety regulations, our returns center is not able to process your returns as quickly as usual. Therefore, it may take up to 14 days to process your return and issue a refund. We apologise for the inconveniences caused in advance.

We understand that everyone everything is a little more difficult at the moment, so we are happy to extend your return period as long as you inform us about your intention to return within 14 days of receiving the order.

Can I pick up my order in store?

In accordance with the advice by the WHO and the government, all our physical stores will remain closed until further notice. Orders can, therefore, not be picked up in-store.

How is shipping affected by COVID-19?

UPS is designated among the government’s critical infrastructure and will continue all Leica Online Store deliveries to the UK, Ireland and the Channel Islands. The UPS team is complying with safe distancing measures in their processes. You may keep up with their continued efforts here

Two restrictions apply until further notice:

1) UPS will not deliver orders to business addresses. Please use residential addresses for your deliveries.
2) UPS is currently not honouring re-delivery attempts. Should you miss your delivery slot, your order will be returned to sender. We, therefore, recommend making any necessary arrangements to ensure a safe first-time delivery (such as checking your doorbell, leaving notes for delivery drivers or keeping an eye on the door). 

Delivery times may be slightly affected. As always, you will receive a tracking number when your order is fulfilled. This will keep you updated on when to expect your parcel to arrive.

Please contact us with any questions: onlinestore.uk@leica-camera.com

I'm a tourist, can I still get a VAT refund?

Unfortunately, we are not currently able to offer VAT refund documents due to our store closure.

Any purchases made online will be eligible for VAT refunds at a later date if certain conditions are met. Please contact us for details.

How are pre-owned and ex-demo sales affected?

Due to our store and office closure, ex-demo and pre-owned stock can currently not be shipped.

You may purchase an item from our website as a form of reservation and await shipping at a later date. The item will not be invoiced until it is ready to ship, meaning your warranty period is not affected. 

I'm bored at home and looking for something to do.

We've launched our new Stay-at-Home Akademie program to keep you busy and challenge you creatively. All our Webinars are free of charge and can be joined by anyone from the comfort of your home. Have a look at the full program here: store.leica-camera.com/uk/en/program

We are also working hard on providing you with regular new content on our social media channels. Have a look at our Instagram or Facebook account for inspiration and ways to interact.

Also keep an eye on our blog where we are posting regular long-form content and personal accounts of how our teams are coping with social distancing and quarantine measures.

We always enjoy hearing how you are keeping your creative juices flowing during these unusual times. Email us anytime at onlinestore.uk@leica-camera.com

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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.

Can existing Leica logins be used for the new online store?

You may use your existing login on our new store website, however, you will need to reset your password. Any information saved in your previous online account will no longer be accessible. Please contact us if you require any assistance. 

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.

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.

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. 

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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Payment

Can I pay in instalments?

We currently do not offer any financing options but may be able to suggest leasing companies our customers have worked with in the past. 

Which payment methods do you accept?

We accept Visa, Mastercard and Amex debit and credit cards as well as PayPal (including express checkout). You may also submit payment via bank transfer. Find more details about payment options here.

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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Orders

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

If you are a UK VAT exempt tourist, you may order an item for pick-up at one of our local Leica Stores. Our staff will support you in filling out all paperwork required for a tax refund. Please be sure to bring your passport.

You can expect to receive back somewhere between 10-13% on your purchase when you arrive at the airport, depending on your purchase amount.

VAT refunds are not possible for pre-owned items.

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.

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 at customercare.uk@leica-camera.com

What is the minimum order value?

We do not have a minimum order value. However, we charge a £5 shipping fee on orders below £100.

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 the 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.

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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Shipping

How much do you charge for shipment?

Shipping is free on all orders over £100. 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. 

Which shipping company makes the deliveries?

Our shipping partner is UPS, and all orders are provided with a tracking number and regular shipping updates.

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. 
Average Express shipping time: 1 day. If you order before 1PM, your order is scheduled to arrive by the end of the next day.

For more details, see our Shipping and Payment terms.

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 offer an express shipping option at check-out which is priced at £20.

Can deliveries be made to PO boxes?
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 a UPS collection point or one of our stores. This option is available for you during the check-out process.

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 and City Stores.

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. 

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

 

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

You may return items you have purchased online in our Mayfair or City Store, however, you will not be issued a refund until the item has been shipped back to our online store warehouse and its condition has been verified. Returning orders in store may delay the refund process.

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 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: 2 year
Lenses: 2 year
Accessories: 2 year

Binoculars: 10 years
Geovid Optics: 5 years | Electronic: 2 years
Rangemaster and Pinmaster: 2 years
Eyepieces: 10 years
Spotting Scopes: 10 years

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

Unless stated otherwise, all pre-owned items have a 6-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.

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 or City 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. 

Where can I find your full warranty terms?
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Answer not found?
Use our contact form to ask us your question to the contact form

Our benefits to you

Complimentary tracked
shipping from £100

 

14 day return policy
Free return postage

 

Click & Collect in stores