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FAQ

CONTACT US

How can I get in touch with Photogeeks?

Email: info@photogeeks.co.uk

Telephone: 0191 2674006

Address: PhotoGeeks, 1 Mercia Way, Bells Close Industrial Estate, Newcastle Upon Tyne, NE15 6UG

 

GENERAL

When can I contact PhotoGeeks?

We are able to take telephone calls on 0191 2674006 between 10am-4pm Monday to Friday. You can email us at anytime at info@photogeeks.co.uk and we will get back to you the same day. There may be a delay in a reply if you email at the weekend.

I need advice on What kit is suitable for my photography needs; can I speak to an advisor?

Yes you can contact us either by telephone or email and we can offer friendly advice about our equipment, photography and photography lighting.

Can I ask for a custom kit that is not on your website?

Yes if you need a kit made up of different equipment than our kits for sale on the website then please email us at info@photogeeks.co.uk and we can help you.

Can I pay in Euros?

Yes you can select to see the price of our items in Euros. This will be a reflection of the GBP price at the current exchange rate.

Is your equipment compatible in my country?

All of our equipment and kits are fitted with the standard UK 3 pin plug. We can include EU 2 pin plug adapters with your equipment, please leave a note on your order or email us before purchase so we are aware you need adapters added to your order.

Do you supply a VAT invoice/receipt?

Yes we always include a VAT invoice in every order. You can also ask us to email it directly to you.

Which payment methods do you accept?

We use Sage pays secure online payment gateway for transactions, accepting VISA, Maestro and MasterCard. We accept PayPal and we also accept BACS transfers.

The item I want is out of stock, when will you be getting it back in stock?

If your item is currently unavailable please email us at info@photogeeks.co.uk for an update on our next delivery, or for advice on similar equipment.  

Your equipment is very reasonably priced, what is the quality like?

At PhotoGeeks we believe in being able to supply affordable photographic lighting equipment that can produce great results. The quality of the products will allow you to capture brilliant images, and experiment with your photography without breaking the bank, a great choice for beginners or photographers on a budget. We also supply higher quality equipment supplied by JinBei, who offer good quality photography equipment with a low price tag.

Do you accept orders from Schools/college/Universities and local authorities?

Yes please contact us at info@photogeeks.co.uk with details of your order and we can issue you with a VAT invoice. Please be aware that we are only able to send items once payment has been received.

 

DISPATCH & DELIVERY

When will my order arrive?

If you have bought a large item or a lighting kit then your item(s) will be delivered the next working day when ordered before 2pm. The courier we use is DPD/Interlink, if you provide us with a mobile number or email when making your purchase you will receive a message on the day to give you an expected hour delivery time slot. You can re-schedule the delivery time if it does not suit you. This applies to UK mainland only. We do not offer a Saturday delivery so if you order before 2pm on a Friday; your order will arrive Monday. Offshore and remote orders will take two working days.

Smaller items will be posted with Royal Mail 24 and delivered within 72 hours after dispatch. Your item will usually be delivered the next working day but this is not guaranteed.

What delivery options are there?

All large items are sent for guaranteed next day delivery when purchased before 2pm. If you are buying a smaller less expensive item it will be sent with Royal Mail 24 who do not guarantee next day delivery, if you need guaranteed next day delivery then an express option is available for £3.50. Please be aware that orders made after 2pm will be sent the following working day.

What are the delivery costs?

For mainland UK delivery is free. For areas classed as non-UK mainland a surcharge of £8 will be added as our service courier charges us extra to deliver to these areas. UK offshore and remote destinations include - Isle of Wight, Isle of Man, Isles of Scilly, Northern Ireland and the following postcodes in Scotland; AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-23, PA34-40, PH18-26, PH30-41, PH49-50. The express option guarantees next working day delivery for any item if purchased before 2pm and costs £3.50.

How Can I Track My Order?

If your order is being delivered via our courier service then you will receive a shipping confirmation email with your tracking number. You can track your item by visiting www.interlinkexpress.com/content/how-can-we-help/ using the tracking number and delivery postcode.

Alternatively you can contact us directly at info@photogeeks.co.uk for more information.

Do you accept International orders?

Yes we do accept International orders. If you need information on delivery times or costs you can email us at info@photogeeks.co.uk

What Countries do you deliver too?

We deliver to Andorra, Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finalnd, France, Germany, Greece, Guernsey, Hungary, Republic of Ireland, Italy, Jersey, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Poland, Portugal, San Marino, Slovakia, Slovenia, Spain, Svalbard, Sweden and the Vatican City State. If your country does not appear in the list then please email us at info@photogeeks.co.uk and we can get a quote for delivery.

What are the International shipping costs?

The costs vary for each country, when you reach checkout the correct postage will be added. If you need to know before then please email us at info@photogeeks.co.uk

Large orders that require more than one box for sending will have to pay extra shipping costs. Please email us to check how many boxes we are able to fit your order into.

How long does shipping take on International orders?

All items sent outside of the UK will be sent via our courier DPD, please allow between 2-5 working days for delivery. You can email us at info@photogeeks.co.uk for more information on delivery times.

 

AFTERSALES

I have a broken bulb or faulty piece of equipment what should I do?

At PhotoGeeks we do all that we can to make sure your items get to you in good condition. We understand that now and again items can be faulty or that fragile items can be damaged on their way to you. If this does happen please get in contact with us immediately providing your name, address and details of your problem at info@photogeeks.co.uk . We pride ourselves on the customer service we provide and we will do all we can to resolve any issues you may have. Faulty or broken items will be replaced with no cost to you.

I have changed my mind, can I return my order?

Yes you can return your order to us, please contact us with a reason for returning the order. You must contact us within 7 days of receipt of goods to arrange a return for refund or exchange. All items must be returned in good condition and original packaging. Once the equipment has been received we will inspect and issue you with an exchange or refund. Please be aware that returning your order to us when the reason is a change of mind will mean returns postage costs are not refunded.

How should I return my order?

When returning a large item or kit to PhotoGeeks we ask that you use www.myhermes.co.uk to arrange for a driver to collect your item and return it us at; PhotoGeeks, 1 Mercia Way, Bells Close Industrial Estate, Newcastle upon Tyne, NE15 6UG. In cases of smaller items please use Royal Mail to return. If you choose to use a more expensive delivery service we may not be able to cover the whole return postage costs.

My order has not arrived what should I do?

If your order has been sent with our courier DPD/Interlink then you can check on the status of your parcel by logging onto the Interlink Express website, for International orders log onto the DPD website. Use your tracking number and delivery address postcode to see the status of your parcel, you can arrange a re-delivery from here, change your delivery address and add extra information to help the driver.

Alternatively you can contact us and we will check on your parcel and contact the courier on your behalf.

For smaller items sent with Royal Mail, please first of all check with housemates or family members, neighbours and contact your Local Postal Depot. If the item is still missing please contact us with details of your order.

 

EQUIPMENT SUPPORT

How can I get the creases out of my muslin backdrop?

The best way to remove creases from your backdrop is to hang it from a support stand and use a steamer or steam iron; there are tutorials on YouTube that can help.

How can I remove the creases in my Light Tent backgrounds?

Use the Nylon (cool), dry setting on your iron and iron on the shiny side of the backdrop. You can also use a towel in-between for extra protection.

My backdrop got dirty can I wash it?

Yes, you can gently hand wash the backdrop, do not rub or ring out and do not wash with other colours. Allow it to drip dry before ironing.

I got a mark on my light tent, can it be washed?

It is not possible to wash the whole light tent due to its metal frame but you can target stains with a vanish stain remover pre-wash, spray on and leave for two minutes then gently wipe away.

How do I fold my light tent back into its storage bag?

We believe it is best to watch a tutorial on YouTube by searching for ‘folding away light tent’ this visual aid will help a lot. The easiest way to fold the light tent back into its bag is to first of all take out the background and detachable camera slot. Now at the opening or mouth of the tent fold a side down flat inside itself now fold the opposite side on top of that. The tent should now be flat. Now holding two opposite corners of the tent, with one hand facing downwards and the other upwards, fold the corners together and twist your hands to fold the tent into a figure of eight, slide one corner underneath the other and the tent will now be a circular shape ready to put into the storage bag.

I am struggling to put up my equipment what should I do?

We include instructions with all of our kits, if you need another copy we can email them to you. If you need more help please call or email 0191 2674006 info@photogeeks.co.uk and we can talk you through it.

I am struggling to erect the soft box what should I do?

The soft boxes can be tricky at first but once you have managed once it will be easier next time. Please ask us for instructions if you did not receive any with your kit. We believe securing the light head to the light stand before erecting the soft box helps. Inserting the rods can seem difficult at first but remember that the rods do bend and you can move the material of the soft box outwards to help fit the rod into place. Once you get to the final rod having a second person can really make things a lot easier, have one person pulling the soft box in the direction of the last corner to be fitted, this will allow you to slot the final rod into the soft box pouch with less difficulty.

I purchased a (SB/S5/2.5) 3 Head Super 5 Softbox Cont. Lighting Kit but I can only find two soft boxes?

This kit comes with two large 60x90cm soft boxes to be used as standing light sources. The third soft box is a smaller 40x60cm soft box that has a single light bulb holder already built into it. If you open out the smaller material bag you will find your third soft box which is for suspending above your subject with the light stand and boom arm included. If you need more help please email us directly.

I bought a standard lighting kit complete with 45w bulbs but I think I need more light and more powerful bulbs, what can I do?

If you need more powerful bulbs then please email us as soon as possible to explain and we can offer a part exchange service, by returning the original bulbs to us we will swap for more powerful bulbs, taking the cost of your original bulbs off of the price of the new more powerful ones.

How do I fold away my pop-up backdrop?

We would suggest searching for a tutorial of how to fold away a pop-up backdrop on You Tube; the visual aid will help a lot. To fold away the backdrop pull one of its shorter sides into your stomach, so the metal frame is resting against you and both arms are holding the two longer sides of its metal frame. Now keep the frame tucked onto your stomach and raise your arms pulling them slightly toward each other, the backdrop should sag. Place one side of the backdrop over the top of the other pulling it right over the top and hold both sides of the metal frame into one hand now. Using your other hand bend down and grab the frame of the other circle that should have formed underneath, simply lift this to complete the process. The circular folded backdrop can now be put into its storage bag.

I have Bowens accessories, will they work with your equipment?

Our 4 bulb light heads have a speed ring available that can be fitted to allow for Bowens and other branded soft boxes to be fitted. Bowens equipment is not compatible with our 5 bulb light heads.

The JinBei Spark II 400w kit also comes equipped with a Bowens mount