Ordering, Deliveries & Returns FAQs

Our webshop is open to both guest (non-account holders) and account-holders. Here you can find our FAQs on ordering with us, delivery and returns. 

If you have a question which you cannot find the answer to, please contact us using one of the methods below. 

Customer serviceCustomer service


Purchasing from us

I have ordered before, do I need to activate my old web account to use on the new website?

If you placed an order on account on our old website between January 2018 and January 2020, your account details have been transferred to the new site. You should have received an email requesting that you set a password on our new website. This email will have been sent to the regsitered email address on the account. If you cannot find the email please use the forgot password link.

If you did not receive an email, please contact us on 01954 233110 or sales@camlab.co.uk and we can activate your old account on the new site.

How do I to set up a web account?

If you are an existing camlab customer or have been in the past we can activate your camlab account so you can use this online. Just contact us on support@camlab.co.uk or call on 01954 233120.

If you are not an existing camlab account holder you can just regsiter online using the create an account page.

Can I order without an account (as a guest)?

We accept guest orders for most products*. You can use either the standard checkout and pay by credit card, via our payment gateway SagePay, or use the Paypal checkout or Amazon Pay for a simple secure online buying experience.

*Exclusions for guest accounts include chemicals, sharps and other hazardous restricted products.

Are there any buying restrictions?

Most of our products can be purchased by both companies and individuals. However, there are legal restrictions on certain products which mean we can only supply these to a registered company.

Orders for restricted products must be placed using a registered web account; all guest orders containing restricted products will be cancelled.

Once purchased, we may have to undertake further checks on you and your company. There may also be restrictions in place on delivery of certain products to home addresses.

Restricted products include, but are not limited to, hazardous chemicals, corrosive chemicals and water stills.

What happens to my reward points from the old Camlab site?

We have transfered existing points from our old website where possible. All new account registrations will receive a new site welcome bonus of 250 reward points.

If you have any questions please contact us.

(The point value remains the same at 1p per point and the these are accumulated for every pound spent on the Camlab site.)

Look out for new ways to earn points on the site in the near future

What are the benefits of registering for an account?

If you register for an account you get the following benefits:

  • Web order history
  • Reward points which can be redemption on orders
  • Exclusive special offers 
  • Store multiple addresses on your account
  • Apply for a 30 day account (subject to credit check)
  • Faster checkout
  • Be the first to expeirience new features as they launch.
How can I buy from Camlab?

Due to the automation in place the quickest way to get an order placed and processed with us is using our website. Your order is sent directly through to our customer services and warehouse team.

As well as using our website to order, you can purchase in the following ways:

  • Email - you can email your purchase order to sales@camlab.co.uk .
  • Telephone - if you would prefer to speak to someone, you can call 01954 233 110 and place your order with our customer services team.
  • Fax - we still accept faxed orders. Simply fax your order to 01954 233 101.
What payment methods are accepted?

We accept the following payment methods online:

  • Credit card  - This is handled through a fully secure payment gateway called Sagepay which mean we will not store or handle your credit card details they are only processed by a fully PCI/DSS compliant gateway. We are able to accept VISA, Mastercard, most major purchasing cards American Express and you can use your paypal account
  • Paypal express - Payment via the paypal portal.
  • Amazon Pay - use your Amazon login credentials for 
  • Proforma invoice - You can request a Pro-Forma invoice to make payment later by bank transfer. Your order will be released and items ordered in, upon receipt of payment.
  • Credit Terms - If your account has credit terms, simply provide a purchase order number and we will invoice you upon dispatch of goods (terms agreed on your account). 
I have credit terms on my account, can I use this online?

If you are an existing account customer you can use your exiting payment terms to buy online once you have registered a web account and it is activated.

Questions about my account information

How do I login to my account?

You can login here - we use google re-CAptcha as a security measure on login so you will need to tick to accept this

How do I change my shipping address?

Login to your account go to the my account section and either edit or add a new delivery address to your account you will then get an option to select this new address in the checkout pages when placing your next order.

How do I change my billing address?

For security reasons you can only have a single billing address on your account and this is not changed automatically. To make this change please contact our accounts team on 01954 233140 or finance@camlab.co.uk

How do I contact Camlab?

You can find contact information on our contact page here.

You can also find sales specialist contact information here


What is your returns policy?

Camlab are happy to accept returns. Private consumers have 14 days from when the order was delivered to return the order and credit will be given in full unless the goods are tailor made. More information can be found under section 10 in our terms and conditions.

How do I return an item?

To return your order please contact our customer support team for a Returns Activity Number (RAN), unfortunately we cannot accept returns without the RAN.

What if my order is damaged, missing, or incomplete?

If your order has arrived damaged, please notify us within 7 days of the order being delivered and where possible provide our customer support team pictures of the packaging. We take care to make sure that orders are correct, if your order has arrived and there are items missing then please contact our customer support team who will be happy to help resolve this for you.

Will I be charged a Restocking Fee?

A Restocking Fee will be applied if an incorrect part number has been ordered and the return is outside of the 14 day period (Private Consumer). The Restocking fee is usually 25% of the cost of the returning item.

I ordered my item through Amazon; can I return it to Camlab?

Amazon has a general 30 day returns policy so if you’re not satisfied with your item you will need to return this through Amazon. If the item is out of this return period and is faulty under warranty, this can be returned to Camlab, please contact our customer support team to arrange this.

My item has stopped working/ is faulty, can I return this?

Most instruments are covered by a 1 year warranty - please check for paperwork for specifics relating to your order. If your item develops a fault whilst under warranty then you may return it per the warranty. Please contact our customer support team with the serial number (if applicable), details of the fault and your contact information.

Please note: Camlab is the warranty service provider for selected ranges of goods including Camlab Choice. For items where Camlab is only the Distributor, the warranty is provided by the manufacturer directly. We can contact the manufacturer on your behalf to initiate the warranty returns process, but the faulty item will need to be returned to the manufacturer for inspection and any repairs/replacement.

If your item is out of the warranty period then our service team may be able to investigate the fault for you.

How to contact us


  • Customer Support/Sales - 01954 233 110
  • Technical Support - 01954 233 120
  • Service Department - 01954 233 130
  • Finance/Accounts - 01954 233 140



Live Web Chat 

During our office hours, you can chat live to our customer services or technical teams Simply click on 'chat with us' in the bottom right hand corner of any web page. 

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