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Store FAQs
How can I contact your Customer Services team?
• Email us at store.uk@cc.canon-europe.com
• Or call us on + 44 20 7660 0186
Our Customer Service department is open Mon – Fri 08:00 to 20:00 (Closed on public holidays).
We will do our best to respond within 1-2 business days.
COVID-19: INFORMATION FOR OUR CUSTOMERS
Our online store remains open and deliveries are still being made as normal. For frequently asked questions regarding concerns with COVID-19, please see our dedicated FAQ page.
How much does UK delivery cost and how long does it take?
We offer free standard delivery for all orders of £ 30 and more. Orders are delivered between 1-3 working days.
More details of our delivery service
What is PayPal Credit?
PayPal Credit is an approved credit limit that’s attached to your PayPal account which you can use to spread the cost of your Canon purchase.
More details of PayPal credit FAQs
How can I track my order?
You can sign in to your Canon account to track your order. However, if you do not have an account, please contact our Customer Services team
More details of our delivery and tracking services
Do you offer international delivery?
No, we currently deliver to UK addresses only.
I have not received my item/s, can I check the status of my order?
As an account holder you can check your order status simply by signing in to your account. Alternatively, please contact our Customer Services team
How do I place an order?
If you have any difficulties placing an order please contact our Customer Services team.
Can I get a VAT Invoice?
• If you are based in England, Scotland or Wales, you can get a VAT Invoice by simply downloading your invoice. If you placed your order as a registered user, you will need to be signed in to view your invoice. To view, click on ‘My Account’ then select ‘Orders’. Choose the date your order was placed from the drop-down menu, then click ‘View Details & Invoice’. Once here, you can download your invoice. If you placed an order with a guest account, please contact customer services to retrieve a copy of your invoice. Please note that your invoice will be available for viewing once your order has been shipped.
• If you are based in Northern Ireland, we apologise but we are unable to issue VAT invoices to business customers buying through our store as we ship from an EU warehouse. As Northern Ireland is considered part of the EU for VAT purposes, all business to business orders shipped within the EU need to be handled as intra-community supplies (which Canon does not currently deal with).
Do you deliver to multiple addresses?
No, at present we can only deliver all items within in your order to one delivery address of your choice. If you require items to be delivered to multiple addresses you will need to order the item/s separately and select or enter the relevant address at the checkout. If you have an account with us you can save your delivery addresses so it’s quick and easy to select them when you place an order.
More details of our delivery service
What is your returns and refund policy?
*See our returns and refunds service page for more information
How do I return items bought on store.canon.co.uk?
Email our customer services team at store.uk@cc.canon-europe.com with the following details: your name, order number, your contact number and details of the product you will be returning, as well as its serial number.
Upon receipt of your email, we will send you a returns form and label.
*See our returns and refunds service page for more information
Can I cancel an online order?
You can cancel your order but only prior to dispatch of the item/s. Please contact our Customer Service team to see whether your order can be cancelled.
If you decide to cancel after your item has been dispatched please wait until your items have been delivered. You can then return the item/s to us for free and receive a full refund* within 30 days of the date of receipt of your complete order. If you decide to add to your order after you have received our email confirming dispatch of your items, you will need to place another order.
*Full terms of sale
More details of our returns service
What is pre-order?
Pre-order allows you to purchase a product before it’s available. By pre-ordering the product you reserve it and ensure that you’re amongst the first to receive the product after its sales start date has passed and it has been made available for purchase. The sales start date shown under the order button indicates the approximate date on which you should be receiving your pre-ordered product.
More FAQs on pre-order
If an item is out of stock online, can I order it over the phone?
We are unable to take orders over the phone for items that are out of stock on the website.
What payment options do you accept?
We accept a range of debit and credit cards (including VISA, Mastercard, Maestro and American Express), PayPal, Apple Pay and Google Pay.
We encrypt your payment card details using industry-standard SSL technology to ensure it's kept completely safe and secure.
Do I need to create an account to buy something?
You do not need to create an account in order to make a purchase. However, account holders do benefit from advantages like viewing their order status and the opportunity to refer to past orders, so it is worth sparing a couple of minutes to register with us.
When will I be charged for my order?
Your choice of payment method will be charged once your order has been dispatched from our warehouse. This is usually up to 5 days after your order is placed.
I’m having problems installing my product, can you help?
I've forgotten my password, how can I re-set it?
To re-set your password, go to ‘Sign in’ at the top of our Canon store homepage, enter your email address where requested and click on the ‘I’ve forgotten my password’ link. We will email further instructions on how to re-set your password.
Please remember to check your junk folder, in case it ends up in there.
What are the terms of your product guarantee/warranty?
All Canon hardware products (see individual product descriptions for confirmation) purchased from the official Canon store are covered by a 2-year manufacturer’s guarantee (Canon European Warranty System: EWS), in addition to your legal guarantee.
For more information, please see point 9 of our Terms of Sale.
What are your terms & conditions?
Read our full Terms of Sale and cookie policy.
What do I do about electrical waste and battery recycling?
View the approved list of collection sites near you.
We do not accept returns of household electrical waste. However, in accordance with the Waste Electrical and Electronic Equipment (WEEE) regulations we facilitate the take-back of household WEEE through the Government approved “Distributor Take-Back Scheme” (DTS). WEEE regulations are designed to reduce environmental impact from electrical waste.
Find out more about WEEE and battery recycling.
GDPR Requests:
Customers should email: DataProtectionOfficer@canon-europe.com if they wish for their details to be removed from all Canon GDPR Requests.
1 Canon Europa NV (FCA Firm Reference Number 795160) is an appointed representative of Canon (UK) Limited, The Bower, 4 Roundwood Avenue, Stockley Park, Uxbridge, UB11 1AF, (FRN 669323) which is authorised and regulated by the Financial Conduct Authority. Canon Europa NV is a credit broker not a lender and offers finance from PayPal UK Ltd. We do not receive any commission for introducing customers to PayPal UK Ltd. PayPal Credit and PayPal Pay in 3 are trading names of PayPal UK Ltd, Whittaker House, Whittaker Avenue, Richmond-Upon-Thames, Surrey, United Kingdom, TW9 1EH, (FRN 996405).
PayPal Credit Instalments is only available on final basket values greater than £199 after promotional vouchers and discounts. Terms and conditions apply. Credit subject to status and approval. UK residents only. 18+. Minimum payment and other terms apply. PayPal Pay in 3 is not regulated by the Financial Conduct Authority. Pay in 3 eligibility is subject to status and approval. UK residents only. 18+. Pay in 3 is a form of credit and may not be suitable for everyone. Use may affect your credit score or make credit less accessible or more expensive for you. Consider if affordable for you. See product terms for more details.
PayPal Credit offering is not available for products with subscription services. If your basket contains any subscription-based products, then the PayPal Credit offering will not be available for any of the products in the basket. In this case, we recommend placing separate orders for products where you want to use PayPal Credit and products with subscription services.
Representative Example:
Purchase Rate: 23.9% p.a. (variable) | Representative: 23.9% APR (variable) | Assumed Credit Limit: £1,200 Subject to status.
Terms and Conditions apply.
*Next day delivery is available on most orders made before 3pm. Next day delivery is free on all orders £ 30.00 and above. Next day delivery is not guaranteed even if you order before the order cut off (3pm). Any orders below £ 30.00 are subject to our standard delivery charge.