Store FAQs

How can I contact your Customer Services team?

• Email us at

• Or call us on + 44 (0) 20 7660 0186

Our Customer Service department is open Mon-Fri 08:00 – 20:00, Sat 09:00 – 18:00, Sun 10:00 – 16:00.

We will do our best to respond within 1 business hour.

How much does UK delivery cost and how long does it take?

We offer free standard delivery on all orders, which takes 3-5 working days.

More details of our delivery 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

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

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.

I’m having problems installing my product, can you help?

Yes, please visit the product support section of the website for help troubleshooting the issue.

Do you offer international delivery?

No, we currently deliver to UK addresses only.

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

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 is your returns and refund policy?

If you have changed your mind and would like to return your product, you can do so for free within 30 days of the date of receipt of your order and receive a full refund*. The 30 day return period starts from the day after the last product arrives.

*See our returns and refunds service page for more information

How do I return items bought on

Email our customer services team at 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 payment options do you accept?

We accept a range of debit and credit cards (VISA, Mastercard, Maestro), as well as Paypal.

If you wish to pay by American Express you will need to register your Amex card through Paypal and check out using Paypal.

We encrypt your payment card details using industry standard SSL technology to ensure they are kept completely safe and secure.

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.

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.

How can I change my name, email address or address?

To change any of your details, simply log into ‘my account’ found at the top right-hand side of our Canon Store homepage, click on the personal details section and update the information as needed.

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 cameras, videos and printers, and some accessories (see individual product descriptions for confirmation), purchased via our Online Store are covered by a minimum 2 year guarantee* (manufacturer’s commercial warranty).
*Exceptions apply, for more information please see point 10 of our Terms of Sale.

What are your terms & conditions?

Read our full Terms of Sale and cookie policy.

How do I get a VAT invoice?

VAT invoice is available via your Canon account or Customer Services only after your item/s have been shipped and the receipt of your payment amount.

What do I do about electrical waste and battery recycling?

For a list of approved collection sites near you click here.

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.

Click here for more on WEEE and battery recycling.