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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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Our benefits to you

Complimentary tracked
shipping from £100

 

14 day return policy
Free return postage

 

Click & Collect in stores