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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

FAQs

Purchasing from us

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 sales@camlab.co.uk or call on 01954 233110.

If you are not an existing Camlab account holder you can just register 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 Google Pay or Apple Pay for simple 1-click checkout, or you can use our standard checkout and pay by credit card, PayPal, Klarna (for orders over £250) and Revolut Pay via our payment gateway Stripe 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 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 experience 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.
What payment methods are accepted?

We accept the following payment methods online:

  • Credit card - This is handled through a fully secure payment gateway called Stripe 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, American Express and most major purchasing cards
  • Apple Pay - Easy, secure 1-click ordering using you IOS device
  • Google Pay - Easy, secure 1-click ordering using your Android Device
  • Link by Stripe - Easy, secure 1-click ordering
  • PayPal - Use your PayPal account for fast ordering
  • Klarna - For orders over £250, spread the cost of your purchase with Klarna
  • Revolut Pay - Simple and fast payments with Revolut Pay
  • 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 existing 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 reCAPTCHA 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.

Returns

What is your returns policy?

Details of our returns policy can be found under section 10 in our Terms and Conditions.

How do I return an item?

You can request a return online using our Returns Request Form which can be found here.

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

If your order has arrived damaged, please notify us at sales@camlab.co.uk 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 at sales@camlab.co.uk within 7 days of the order being delivered and they will be happy to help resolve this for you.

Will I be charged a Restocking Fee?

Where goods are returned for any reason other than a quality claim as set out in Clause 13 of our Terms and Conditions we apply a minimum restocking/handling charge of either £30 for Goods values under £150 or 20% of Goods invoice value for orders over £150. This charge is made to go towards the costs incurred by us for carriage, inspection, packaging and restocking.

Note: Non stocked items may incur a higher charge as to cover any supplier charges and may not be accepted.

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 may be able to be returned to Camlab. Please see our online Returns Request Form here.

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

Please refer to Clause 13 of our Terms & Conditions for details on warranty and guarantee claims.

If your item is out of the warranty period then our service team may be able to investigate the fault for you. Please email service@camlab.co.uk


How to contact us

Telephone

Email 

 

Live Web Chat 

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