Customer Service and Delivery

Our Commitment

You count on your gear not to fail, and we pride ourselves on providing products that meet – and surpass – your expectations. Our unwavering commitment to excellence begins by listening to you.

Your ideas and our passion for innovation bring our break-through products to life. And when you have questions or need assistance, we’re here to help.  Our commitment to quality and innovation is equalled by our commitment to you, our customers.

Questions? Concerns? Ideas? Please email us at info@lowepro.co.uk

Orders

What happens when I place an order?

Shortly after you place your order by credit/debit card or Paypal, you will receive an order acknowledgement email to confirm that we have received your order. The next notification you receive from us will let you know that the order has been dispatched.

If you provided us with a mobile number at the checkout stage then you will receive a text from our courier partner DPD advising of your expected delivery date and a suggested time window. 

Please make sure that the email address on your order is correct and that the email address info@lowepro.co.uk has not been directed to a spam folder.

Tracking your order

To check your order status, just Log In, then click on ‘My Orders’.

Processing means your order could be at any point between the warehouse receiving it and dispatching your goods. At this stage you've been charged for your order, and your next notification will be with regards to the goods being dispatched.

Despatched means your order has left our warehouse. Our chosen carrier is DPD who will contact you direct to advise you of expected delivery date.

Cancelled means your order has been cancelled.

If your order is incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please contact us.

How do I change or cancel my order?

To make the shopping experience as simple as possible our web store is integrated directly to our warehouse. This means that upon placing an order it becomes effective immediately and without any ‘dwell time’. Should you wish to change or cancel your order you will need to email our Customer Service team or call us on 0845 250 0792 (Monday-Friday 9am- 5pm) and you may need to follow our returns policy (see below).

Last Order Dates for Christmas Deliveries

To guarantee your order for Christmas, please place the order by 11am on Friday 18th December.

During this seasonal period we will make every effort to get your delivery to you on time as detailed in 'Delivery' below. However, due to the additional Bank Holidays, delivery times will be extended on orders placed.

Delivery

All items are subject to free delivery which will take 3-5 working days*. An estimated date for delivery will also be included in your order confirmation email.

How can I track my order once it's been despatched?

Our courier service is provided by DPD. On despatch of your order from our warehouse DPD will contact you directly to advise you of expected delivery date and time. If this is unsuitable then rescheduling options will be available and you will be advised of these on the email/text you receive.

Do you deliver to my country?

Unfortunately www.lowepro.co.uk can only deliver to UK addresses currently.

* The definition of a working day: Monday to Friday, to exclude weekends and specific public holidays

Returns Policy

If you wish to return or change an order, you will need to contact our Customer Service team via info@lowepro.co.uk or call 0845 250 0792 (Monday to Friday 9am to 5pm).

Reasons for a refund

I’ve changed my mind

If you decide an item you’ve bought isn’t quite right, we're happy to offer a full refund against the cost of the goods for any item for up to 14 days from the date of delivery. You can either Contact Us or choose to download, complete and return our Cancellation Form. Please note that you are responsible for postal charges on change of mind returns. Please refer to section 8 of our Terms and Conditions of supply.

My goods are damaged/faulty

We work hard to ensure every Lowepro product arrives with you in perfect condition, but if any of our items arrive damaged or faulty, please contact Customer Services to arrange a refund or replacement. You may also refer to section 8.6 of our Terms and Conditions of supply.

Once we have received your request for cancellation our team will provide an RMA (Returns Material Authorisation) number and a returns label and then explain the correct procedure for your return.  Until an RMA number is issued you should not return any goods to us as this may result in your delivery being refused and the goods being returned back to you.  All returns should be accompanied by the RMA document provided and labelled as instructed. Failure to comply may result in goods being returned back to you and a delay in the process.

Important things to note:

  • Returns and refunds are only accepted for items purchased via www.lowepro.co.uk
  • There may be a delay to the processing of returns without an RMA authorisation number.
  • It is highly suggested to use a traceable shipping method for any returned items.
  • Products returned for refund will be credited within 3-5 working days of the receipt of the item(s) and the refund can only be in the form of a credit to the original purchasing debit/credit card or PayPal.
  • Any deviation from the return policy outlined above may result in a delay of your refund.
  • This returns policy refers to items purchased via www.lowepro.co.uk only. If you have bought an item from an authorised Lowepro reseller then in the first instance please refer to their terms and conditions of sale.