Frequently Asked Questions
See below for our answers to your FAQ's
What are the available delivery options and how much are they?
We offer free delivery on all UK orders over £50 (In stock items only and subject to all verification checks on the order being completed). Any deliveries scheduled to arrive on the Saturday or Bank Holiday will be delivered the following working day. In addition, our warehouse is closed on Bank Holidays so orders placed before 8pm on a Bank Holiday will not be dispatched until the following working day. Delivery to Republic of Ireland, Channel Islands, Isle of Man & Isle of Wight is charged at £15. Orders under £50 will be subject to a charge of £1.99 or £3.99 depending on size (for addresses in mainland UK).
Are delivery times guaranteed?
We will always endeavour to deliver within the selected and advised time frame, however, we cannot provide a guarantee of this due to possible unforeseen circumstances. If you have paid for a time slot delivery or Saturday delivery, we will refund the delivery cost should we not deliver in the advised time frame.
Can I amend my delivery options after I have placed the ordeR?
Once your order has been dispatched from our warehouse, we would be unable to make amendments to your delivery. However, upon dispatch you will receive text/email tracking information from UK Mail. From here you can make amendments to your delivery directly with UK Mail. Before your order has been dispatched it may be possible to make amendments to your delivery by contacting our Customer Service team.
Can I collect in-store instead?
Once an order has been placed via the web or our Contact Centre for home delivery we cannot amend the order to be collected from store. Should you wish to collect an item from store instead, we can cancel your original order and you can place a Collect@Store order at Jessops.com to collect at your local Jessops branch
What if one or more items are out of stock at the time I place the order?
If one or more items are out of stock at the time that you placed the order we will usually dispatch the items that are in stock right away and then the rest of the order will follow once we have received stock. If you have placed your order via PayPal or with V12 Finance, we are unable to part-ship the order. Therefore, please take note of which items are in stock when ordering and select the products accordingly.
Can you part-ship an order?
We can part-ship orders providing the order was not placed via PayPal or V12 Finance.
Which courier do you use?
Your order will usually be delivered by UK Mail. UK Mail normally deliver Monday to Friday, 8am - 6pm. This applies to items that are in stock and placed before 8pm on a Friday. No deliveries will be made on Bank or Public Holidays. If you would like your Order to be delivered on a Saturday there will be an additional charge. If your Order is to be delivered by UK Mail you can track your Order online to find a scheduled delivery date.
How can I track my order once it has been dispatched?
Once your order has been dispatched you will receive notification from UK Mail to confirm tracking information. They will send you regular updates with the status of your order and will also provide a UK Mail consignment number which you can use to track the status of your delivery at www.ukmail.com. Tracking information becomes available on the day of delivery.
I can see that my order has been dispatched and should have arrived, what do I do?
With the tracking information that you have received from UK Mail, you should be able to track the progress and status of the delivery. If the information provided shows that you should have received the delivery already, please contact our Customer Service team immediately to report this. We ask that you inform us within 3 days if you have not received delivery. As per process, our Customer Service team will need to carry out a full investigation with UK Mail to resolve this for you.
How can I check the status of my order?
If you have ordered online at Jessops.com, you can create an account when placing the order. Once logged in to your account you can view previous orders and track the progress of your existing order. If you have placed a Collect@Store order, the store will be in contact with you via text or email to keep you updated on the status of your order. Please see section below for further details on this. If you have any queries regarding this you can find the store’s contact information on Storefinder.
What do the different order statuses mean?
In Stock for Home or Work Delivery
The item is in stock in our warehouse and available for delivery
Item available for pre-order
This refers to an order being placed for a product that has recently been announced but the stock has not yet arrived from the suppliers. By completing a ‘pre-order’ for the product you will be placed on a waiting list, which is fulfilled on a first-come first-served basis when stock arrives. We will pre authorise your credit or debit card at the point of ordering but no payment will be taken until the item is despatched to you. We will contact you prior to the stock arriving to advise of expected delivery
Collect at Store
This is showing as being available to reserve and collect in store. The store will be in contact as soon as they have picked the item and it’s ready for collection
Usually delivered in 2-3 working days
We do not currently have stock in our warehouse, therefore the order will be dispatched from store and will take slightly longer for delivery.
Home Delivery Usually Within 28 Days – This is an item that we do not stock in our warehouse and therefore it is ordered directly from the supplier. We advise that it can take 28 days for delivery, however, this is usually fulfilled a lot sooner.
How can I cancel my order?
If you would like to cancel your order before the item has been dispatched, please contact us. If the item has been dispatched already, we will have to organise for the item to be returned and a refund processed.
How can I make amendments to my order?
If you would like to make amendments to your order before the time of dispatch, please speak with our Customer Service team. Please note that if you are wishing to purchase additional items on your order, this will need to be processed on a separate sale. Amendments cannot be made after the order has been dispatched.
If I place an order for an out of stock item, when do you take payment?
If the item is out of stock when you place the order, we do not take payment until the order is dispatched. There are exceptions to this with Special Order items where we take the payment when the order is placed.
I have an item on pre-order, when will I receive it?
If you have placed an order for a pre-order item, we will dispatch this as soon as we have received the stock in from the supplier. We will endeavour to keep you updated with the progress of your pre-order throughout. Pre-orders are fulfilled in the order that they have been placed.
How do I find out if an item is in stock for home delivery?
You can see that availability of an item on the product page, please see here for a breakdown of order statuses. Your order confirmation will also state which items are/are not in stock.
How do I find out if my local store has stock of the item I am looking to purchase?
You can find out if an item is in stock in your local store by using the Collect@Store tool on the product page. Alternatively, you can speak with the store directly to find this information out. Store contact information can be found at Storefinder.
How do I find out if my local store has stock of the item I am looking to purchase?
You can order online and collect@store in as little as 1 hour, combining all the convenience and ease of shopping online with our store network and expert staff.
• Add available items to your shopping basket and when ready to checkout opt for ‘Collect at Store’
• Enter your postcode to find stores in your area and we will let you know the collection times from each store; this can be in as little as 1 hour providing the items are in stock
• Enter your contact details
• You will receive an email acknowledging your order which you need to print out and take with you to store
• You will receive a further email once the item has been picked and is ready for you to collect; please wait for this email before making your way to store.
•Please pay for your items in-store and enjoy your new purchase
I have forgotten my password, how do I reset it?
If you have forgotten your password, just follow the ‘forgotten your password?’ instructions on the login screen to be sent a reminder.
I would like to obtain a copy of my invoice/receipt, how do I go about doing this?
If you would like to obtain a copy of your invoice/receipt, please email firstname.lastname@example.org with your order reference and they will be able to send a copy of this to you.
Do you sell gift vouchers?
Currently, we do not sell gift vouchers.
Do you offer student discount?
No, this is not something that we currently offer.
How does cashback work?
Cashback is processed directly through the supplier. Once you have received your item(s), you will need to contact the supplier directly to claim your cashback, there will be a link on the product page that will direct you to the supplier’s website where you can claim your cashback. Please refer to the relevant manufacturer’s Cashback terms and conditions for all details.
Which payment methods do you accept?
We accept all credit and debit cards, including American Express. We also accept payment via PayPal and offer finance options
What are your security procedures?
At Jessops.com we take your online security very seriously. Our site uses high-level 128 bit encryption technology, the most advanced security software currently available for online transactions. Rest assured that we take the privacy and security of your personal and payment details very seriously. If you have any problems we are always here to help. This security software encrypts all of your personal information including your credit card number, name and address, ensuring that nothing can be read as it travels over the internet.
For even greater confidence in shopping with Jessops.com, we have adopted the Verified by Visa and Mastercard SecureCode fraud prevention service schemes often referred to as ‘3D-Secure’. These services help enhance your existing card account against unauthorised use. We encourage our customers to sign up to these service schemes. In order to do so you must register with the bank or other organisation that issued the card. Once you have registered and created your own personal password with the card issuer you will be automatically prompted in the checkout to provide this password each time you shop with us.
Jessops.com does not have access to your Verified by Visa or Mastercard SecureCode passwords.
Can I pay via PayPal?
Yes, we do accept payment via PayPal for orders placed online.
Do prices include VAT?
Yes, all prices include VAT
Do you offer any finance options?
We are licensed credit brokers with Licence Number 656561. We act as a credit broker and not a lender. Credit is subject to status and available to permanent UK residents only, over 18 years old. Finance will be provided by a third party, either V12 Retail Finance Limited, or Close Brothers Limited
I have changed my mind on my online order and would like to return it, what is the process?
Christmas Gifts Returns Policy Any gifts purchased between 23 November 2018 and 24 December 2018 qualify for an exchange or refund, if returned by 7 January 2019. Simply return the gift unopened, undamaged, and in undamaged original packaging and we will be pleased to exchange for another item, or refund the purchase onto the original payment method. Proof of purchase required. This does not affect your statutory rights.
If for whatever reason you change your mind and would like to return all or any products after delivery to you, you have the right to return your products(s) to us within 14 days of delivery. You will be required to obtain a Returns Authorisations Number from our Customer Service team and write this as reference on your returns form.
You can return your order by taking it into your local store who will organise to have this sent back to the warehouse, or you can send it back via post to our warehouse at the below address. The goods must be returned with all accessories, packaging, instructions and any other items included with it at time of sale (including free gifts).
You must take reasonable care of the goods and return them in its original and undamaged condition. Please note, that it is your responsibility to ensure the safe delivery of this item back to us and therefore we do recommend that you organise a tracked or ‘signed for’ delivery service. Your refund/exchange will be processed once the order has been received back in our warehouse.
I purchased my products from store and would like to return it, how do I do this?
If you have made a purchase from a store, you can return this within 21 days of purchase, however, the items that you are looking to return must be in their original, sealed and undamaged packaging. This includes any free gifts that may have come with the original purchase. You can return these back to store for a refund.
My item has developed faults within 30 days, how do I return it?
If an item that you have purchased is faulty within 30 days of the delivery of the product, you may request a refund, repair or exchange.
As soon as you notice any faults, please contact our Customer Service team to gain a Returns Authorisations Number and confirm a description of the faults. We can then arrange a collection of the products at a convenient time for you, or alternatively, you can take this into your local Jessops branch who will organise to have this returned to the warehouse.
The goods must be returned with all accessories, packaging, instructions and any other items included with it at time of sale (including free gifts). You must take reasonable care of the goods and return them in its original and undamaged condition. Your refund/exchange will be processed once the item has been received back into our warehouse.
My item has developed faults after 30 days, how do I return it?
If an item that you have purchased is faulty after 30 days of the delivery of the product, we will offer you a repair service. Such repairs will often be carried out by the manufacturer’s own authorised repair/service teams. We do advise that repairs can take up to 4-6 weeks, however, the turnaround time is often a lot shorter than this. To carry out the repair, you can take this into your local Jessops branch. Alternatively, you can call our Customer Service team who can arrange collection of the product to be sent for repair.
What details do you need for a refund?
Once the items have been received back in our warehouse, your refund will be processed. When contacting our Customer Service team for a Returns Authorisations Number (RMA number), we will request that you provide us with your card details that you originally used to place the order. If you are unable to provide us with these when calling for your RMA number, we will contact you to gain these details once we have received the returned item.
Is the returns period different in store to online?
Yes, the in-store returns period is 21 days for both ‘change of mind’ and faulty returns. ‘Change of mind’ returned items must be unopened and in their original, undamaged condition. The online ‘change of mind’ returns period is 14 days. These items must be returned in their original, undamaged condition. The online faulty returns period is 30 days.
I have a question about the Academy courses you offer?
For any information on Academy courses please see their full FAQ list
What in store services do you offer?
The majority of our stores offer a range of services, from sensor cleans to sending a product away for repair.
What Sensor Clean options do you offer?
We can clean the sensor of most interchangeable lens cameras. We have 3 options for service times;
• 1 hour
• Next Day
• 2 Day services
Prices start from £30. We cannot clean compact cameras, lenses, or viewfinders. We will check your camera before proceeding to book in the sensor clean, and if there is any pre-existing damage such as scratches or liquid present then we will not proceed with the clean.
Do you offer a rental service?
We do not offer a rental service, however, our sister company Camera Jungle do offer rental services. Visit Camera Jungle’s website for more details on this.
Do you offer part-exchange / trade-in deals?
Trade in’s are available on the majority of our cameras and lenses. We accept most digital SLR’s and lenses for trade in. We currently accept a selected number of compact cameras and camera accessories for trade in. Your local store can clarify whether the items you have are on our trade in list.
Do you offer part-exchange / trade-in deals for cash?
Our sister company Camera Jungle handle all our trade in for cash deals. Please create a quote on their website and they will handle your request from there.
What is your trade-in process?
You can get a quote for your equipment either in-store or through our online service. Quotes are valid in both locations. Any quotes given are subject to the items being inspected and valued by a member of Jessops staff and may be adjusted dependant on the condition of the product presented. Please note that we cannot accept damaged, broken or faulty items for trade in. The trade in value will be given as a discount off the price of a new product – we do not have the ability to offer store credit.
What is your repair process?
We can send your product to be repaired through any of our stores or our Customer Services Team. If your product is no longer within the Manufacturers Guarantee period, or has been damaged as a result of an accident, then there will be a non-refundable charge of £25.00 to cover the inspection and estimation costs which will be deducted from the final repair price if you proceed with the repair. None of our repairs take place in store.
How long does a repair usually take?
We advise that repairs can take around 4-6 weeks. This is subject to parts being available and the length of time taken to respond to any estimates that are sent to you.
Do you have a recycling scheme?
You can view our Recycling scheme here
For further information, please see our Terms and Conditions
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