FAQ
Frequently Asked Questions
If you have a question that isn't covered below, please get in touch. We aim to reply to emails within 24 hours, and often sooner.
Orders, Delivery & Returns
1. What happens after I place an order?
Once your order is placed and payment is taken, you'll receive an order confirmation by email. We'll keep you updated at each stage, including dispatch and tracking details, which are also available in your Norwich Cameras account. Most UK orders are delivered within 5–7 working days.
2. Are your products genuine?
Yes. All products sold through our website are brand new, genuine items sourced from trusted international supply partners. Every purchase is covered by our 30-day money-back guarantee, giving you peace of mind when ordering.
3. Who am I buying from?
Products on this website are sold by Futronix Electronic Limited, a company based in Hong Kong. Your contract of sale is with Futronix, and your payment is collected by Neat Commerce as Futronix’s payment agent. The Norwich Cameras website and brand are owned by Neat Commerce Limited, our UK team, which provides customer service, returns and after-sales support on Futronix's behalf. Full details are in our Terms & Conditions.
4. Are your products imported?
Yes. Like most electronic equipment, our products are manufactured overseas and supplied internationally. Sourcing directly from international markets lets us offer lower prices than traditional UK retail.
5. Can I claim manufacturer cashback?
No, our products are not eligible for manufacturer cashback promotions. However, our prices are typically lower than UK retail prices even after cashback is taken into account.
6. Where do you deliver?
We currently deliver to customers within the UK.
7. Will I have to pay import charges?
Orders are shipped directly from outside the UK. You act as the importer of record, and the courier may contact you to pay import VAT, customs duties or clearance charges before delivery. These charges are set by HMRC and the courier, and are not collected by Futronix or Neat Commerce.
8. Do you charge VAT?
The seller, Futronix Electronic Limited, is established outside the UK, so UK VAT is not charged at checkout. Where applicable, import VAT may be payable by you directly to the courier or HMRC before delivery.
9. How long does delivery take?
Most UK deliveries arrive within 5–7 working days, although times can vary with product availability and courier processing. All shipments are fully tracked, and you'll receive tracking details once your order has been dispatched.
10. What warranty do I get?
All products come with a manufacturer's warranty. In many cases, the manufacturer's UK service centre will handle warranty repairs directly. If UK service is not available for an imported model, our UK team will arrange repair through the original supply channel or trusted service partners. Please see the manufacturer's website for full warranty terms. Your statutory rights are not affected.
11. Can you source a product that isn't listed?
If there's a specific product you're looking for, email us and we'll do our best to provide a quote. New releases are added to the website as soon as they become available.
12. How are your prices so competitive?
Our pricing reflects a streamlined international supply model, efficient operations and a focus on high-volume branded products. By avoiding traditional retail overheads and marketplace fees, we can pass the savings on to you.
13. Can I collect my order?
We do not currently offer collection. Most products are shipped directly from our supply partners, and UK mainland delivery is fast, secure and fully tracked.
14. Do you offer discounts on bulk purchases?
Our best prices are already shown on the website, and we don't usually offer extra discounts for multiple items. For orders over £5,000, please contact us and we'll see what may be possible.
15. Do you sell used products or accept part exchange?
We occasionally offer used items through our website or eBay store. If an item isn't listed, it isn't currently available. We no longer accept part exchange.
16. Do you offer credit or finance?
We do not currently offer credit or finance options.
17. Do you offer discounts for students or other groups?
We do not offer group-based discounts. Our prices are already highly competitive and reflect our best available rates.
18. Who issues my invoice or receipt?
Your order confirmation and invoice show Futronix Electronic Limited as the seller of the goods. The payment will appear on your card or bank statement as NORWICH CAMERAS. Payment is collected by Neat Commerce Limited as payment agent for Futronix.
19. How do returns and refunds work?
Our UK team at Neat Commerce manages returns and customer service on Futronix's behalf, so you return items to our UK address, not to Hong Kong. Refunds are paid on Futronix’s behalf to your original payment method, in line with our Returns Policy and your consumer rights.
20. Can I book a Saturday delivery?
Saturday delivery cannot be pre-booked. If you miss the first delivery attempt, you can contact the courier using your tracking details to arrange re-delivery. Please note that if you ask the courier to deliver to a different address, you do so at your own risk, as set out in our Terms & Conditions.