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You’ve read every email, listened intently on the phone but, for some reason you can’t find or remember what was said. You’re in a hurry, looking for a short cut, so let our Frequently Asked Questions below come to the rescue!

 

Placing Order
Placing Order
Do I need an account to place an order?

A. Yes. To book your equipment you will need to create an account with us. You need an account whether you order online or contact us directly. If you would prefer to contact our bookings team, you can email or give us a call on 01435 873028.

How do I register for an account?

A. To create an account, click on the login icon (head and shoulders) at the top of your screen. Enter your email address in the ‘Not yet registered?’ section and click Sign Up.

How long does it take to set-up an account?

A. It varies depending on the type of account you apply for and verification of the supporting documentation. For sole traders or corporate accounts, we will also require two trade references that we will need to contact and hear back from them to complete the application.

If you need something urgently, just get in touch and we will do our best to fast-track your application. To help speed up the process you can:

  • Check all names and addresses on the supporting documents including insurance match the applicant details and are valid and in date.
  • Two phone numbers will need to be provided, one mobile and one landline. These will need to be verified before dispatch.
How quickly can I get the equipment?

A. If you are an existing customer and you contact us before 4.00pm and we have the equipment in stock, we can dispatch it immediately on a next day service.

If you are a new customer and haven’t completed an order before, you will need to allow more time to set up your account including uploading documentation, which will need to be verified before the equipment can leave us.

How old do I have to be to hire?

A. You must be 18 years or older to have an account. A person under 18 can use an adult's account with the permission of the account holder. However, the account holder is responsible for everything done with that account.

Do I have to live in Great Britain to create an account?

A. You need to be resident and hold a valid UK bank account. If your payment card is registered outside of the UK, please contact us on 01435 873028 to discuss your options.

I’m travelling from abroad, can I hire from you?

A. It’s complicated but not impossible, a lot of this comes down to verifying the company or individual who wishes to hire and having the appropriate deposit and security in place to avoid unnecessary risk on all parties. Please contact us on +44 (0) 1435 873028 or enquires@hireacamera.com to discuss any specific requirements.

Can I take the equipment abroad?

A. Yes, in fact we encourage you to book kit for your holiday! You have to let us know at the time of booking and we may ask for some additional information and proof of return documentation.

Can you supply information for Carnet’s?

A. Yes! Requests for information for shipping carnets including serial numbers, weights, values, countries of origin can be provided 48hrs before the agreed day of dispatch. Pricing varies dependant on the number of items and time involved, please contact us for pricing.

How do I place an order?

A. Placing an ordering is an easy 4 step process, see our How It Works guide for more details.

From your initial contact our experienced team is on hand to guide you through the process and give you advice, should you need it.

How do I calculate my hire period?

A. Simple, just count the number of days you need the equipment and that's your hire period. You don't pay for the time the equipment is in transit from us to you, or back to us.

For example, if you're going away for a long weekend from Friday to Monday, that’s your hire period (4 days). Depending on what you chose when you book, we’ll either deliver the equipment to you on Thursday and collect on the Tuesday or for convenience, you can collect and return the equipment to one of our click and collect locations.

Do you offer discount for longer hires?

A. The website automatically prices based on the duration of your hire, the longer you hire the cheaper the daily rate becomes for the whole period up to a period of 28days. For longer hires, please contact us to discuss your specific requirements on 01435 873028.

When I book equipment is it guaranteed to be available?

A. Unlike the majority of the industry, we run a 24/7 live availability system so there’s no more adding to baskets and waiting to find out if its available, when you book with us, the moment you complete your checkout the equipment is guaranteed for the dates you have chosen. In the rare circumstances an item is returned damaged and there isn’t another item available for your booking, we will contact you and agree a suitable alternative.

Can I reserve equipment?

A. Because we operate a live 24/7 availability and booking system, the only way to reserve equipment is to place an order.

The dates I want aren’t available, what can I do?

A. The website offers live availability 24/7, if the item(s) you are interested in are heavily booked, the calendar will give you the option to skip forward to the next available date. If a specific product isn’t available for the dates you are considering, please contact us on 01435 873028 and we can offer possible alternatives and solutions.

Do you organise Delivery and Collection?

A. Yes, unlike many companies, all our hires include delivery and collection, pricing is clearly shown when you login and review/checkout your basket.

Is the Delivery & Collection charge included?

A. All our hires include delivery and collection, pricing is separate to the equipment prices you see and is clearly shown when you login and review/checkout your basket.

Is there a minimum order charge?

A. We have a £60 (Ex VAT) minimum order charge for first time hires and a £30 (Ex VAT) minimum order charge for all subsequent hires.

How do I amend or cancel a booking?

A. If you need to amend or cancel an order, please call us as soon as possible on 01435 873028 and we will guide you through the process. To check if a cancellation fee applies, please refer to the Terms and Conditions.

Can I extend my hire period?

A. If you need to extend your hire period, please call us as soon as possible on 01435 873028. As long as the equipment hasn’t been booked for another job, we will happily extend your booking and take payment for the additional hire duration requested.

Can I hire for a period not listed on the web site?

A. Yes, if you want to hire for a period that isn't listed on the web site, please contact us on 01435 873028.

Can I get a quote?

A. The system offers live pricing, simply chose the dates and equipment you need, and the basket will update prices and delivery costs automatically. Need this as a formal proforma? No problem, just get in touch on 01435 873028 and we’ll get one organised for you.

I need help deciding what to book, please, can you help?

A. With so much choice it’s not always that easy, don’t worry our team are available to speak to every weekday from 8:30am to 5:30pm, Just give us a call on 01435 873028 and one of our team will be happy to help.

I need a creative technical solution, can you help?

A. With so many different possible solutions available we know working out compatibility with existing kit or finding a solution to a technical challenge can cause headaches. It’s said a problem shared is a problem halved which is why we offer technical consultations. Starting at £50+VAT for 30 minutes, if you would like to book, please contact us on 01435 873028 for further details.

 

Delivery and Collection
Delivery & Collection
How will the equipment be packed?

A. Almost without exception, all of our equipment will be delivered in a Hard flight case (Tripods are shipped either in padded bags or in hard cases). Please make sure you check everything as soon as it arrives and let us know by 4pm at the very latest on the day of delivery if there is a problem. If you do not inform us before 4pm, you will be held liable for any defects or deficiencies or missing items.

When will the equipment be delivered?

A. All deliveries are shipped on a before 12 (midday) service to arrive on the day of delivery unless you are advised otherwise (remote locations).

Although the couriers we work with are highly accurate, like everyone they can make mistakes and circumstances can conspire against them from time to time. We strongly recommend you allow yourself a day before your shoot to receive the goods and save yourself any unnecessary stress! If you’re not familiar with the equipment you are using, we would recommend you book two days in advance.

If you have any questions or concerns regarding deliveries, please call us on 01435 873028 and we will be happy to help.

Can you deliver / collect on a weekend or out of hours?

A. In some circumstances we may be able to organise dedicated or out of hour deliveries, pricing for this service will be confirmed once we have all the details, please contact us to discuss specific requirements.

Where will you deliver?

A. For your first hire, all customers will be required to have their goods delivered to the registered address of their debit/credit card. Thereafter we can deliver to alternative addresses (as long as it is a secure location and we have agreed upon it).

The person signing for the equipment should be the person who has paid for the equipment hire as they are liable for the equipment from the moment of delivery.

Delivery to work
If you are an existing customer, we are happy to deliver the goods to an approved alternative address, so if it suits you better to receive the goods at work, we will happily arrange it.  Please ensure we have clear delivery instructions and the name and contact details of the person that will be signing for the goods.  As the hirer, you are responsible for those goods, so it is imperative they are accounted for upon arrival.

Delivery to Hotels & Venues
In some cases, delivery can be made to a hotel or similar venue provided you book a dedicated courier service, this will incur additional costs. Please ensure we have clear delivery instructions and the name and contact details of the person that will be signing for the goods. We reserve the right to refuse delivery of goods or request additional securities and assurances if we are not completely satisfied. Please contact us to discuss specific requirements.

What courier service do you use?

A. We work with several couriers but mainly use Parcelforce and APC. We recognise services vary by courier on a regional basis and continually review our proposition, unfortunately at this time it isn’t viable for us to offer a choice of courier based on geographical variances.

In some circumstances we may be able to offer a dedicated courier service, please contact us to discuss any specific requirements.

What happens if I am not in when the delivery is attempted?

A. Where the carrier has tried to deliver the equipment, but nobody was present to receive it, the courier will leave a card (where possible). It is your responsibility to contact the courier and re-arrange delivery for the following day or arrange to collect the equipment from the couriers in person. The hire period will remain as shown in your order confirmation email. If you have missed the delivery but did not receive a card, please call us on 01435 873028 and we will provide you with your tracking number.

When do you apply additional delivery costs?

A. Additional costs may be incurred for early morning delivery, delivery to the Scottish Highlands, Isle of Wight and Scottish Offshore. If these apply to your order, we will let you know.

Is the service available in Northern Ireland & The Republic of Ireland?

A. Unfortunately we’ve had to postpone service to NI & ROI as we're unable to ship equipment across the post-Brexit Irish Sea customs border without it having to clear customs on both legs of the journey, incurring import and export charges and unpredictable delays. We will look to resume the service as soon as there is sufficient change in these circumstances and apologise for any disappointment this may cause.

 

Click and Collect
Click & Collect
Can I collect or return equipment from a click and collect location in person?

A. Yes! You can arrange to have your order delivered to anyone of our click and collect locations throughout the UK. When placing your order, simply click on ‘change’ to choose a different delivery address, then select ‘Or Collect From’ and search by postcode to see where your nearest click and collect location is to you.

What time are Click & Collect orders ready for pickup?

A. The Equipment will be available for collection from 1pm and during the Company's normal business hours. Please note, you will be required to present a valid Photo ID (passport or driving license) before the equipment will be released to you.

When does the kit need to be back by?

A. You must return your hire to the click and collect location before 11am the morning after the last day of your hire. Please check with your individual click and collect location for any changes to opening hours. If you’re going to be late, please contact us on 01435 873028 to let us know.

 

Returning Equipment
Returning Equipment
How do I prepare the equipment for return?

A. You should ensure all goods are all accounted for using the provided itemised checklist, equipment should be carefully packaged up in the way it was delivered to you. Take particular care to ensure goods are secure and won’t roll around or impact against other items when in transit. Use the cable ties provided to seal the cases and insert the cases in the courier bags (where applicable). Depending on the courier company used, we may provide you with either a courier return label or a generic return label. Please ensure these are secured to the outside of each package before the courier collects.

When do I need to have the equipment ready for collection?

You will receive a return reminder email the day before your hire ends with all the details of the collection. Collections are booked on an ALL-DAY service (8am – 6pm).

If your plans have changed and aren’t able to stay in, you have two options, you can:

  1. Provide us with an alternative collection address where somebody will be in all day
  2. You can drop it off at your nearest Parcelforce depot or Click and Collect point.

If you opt for either of these options, you’ll need to let us know by 2:00pm the working day before your day of collection to avoid unnecessary charges.

What happens if I miss the collection?

A. If you miss a collection or have a problem getting the kit back to us, please call us as soon as possible to make alternative arrangements on 01435 873028. There may be additional charges applied if the collection is missed.

How will I know when you have received the equipment back?

A. You will receive two emails, the first letting you know the equipment is back with us, the second confirming the equipment has been checked, tested and the order has been closed.

 

Insurance
Insurance
Do I need to insure the equipment?

A. We always recommend customers have insurance for their total peace of mind. You can either temporarily add the equipment to an existing policy or, if you don’t have an existing policy but would like cover, we would recommend our preferred supplier Performance Film & Media Insurance, click here for details.

Depending on the value or intended use of the equipment we may insist on goods being fully insured whilst in your care.

Hireacamera may request proof you have insurance cover for the equipment whilst it is in your care and reserves the right to cancel an order should the cover be inadequate or if no proof of insurance is provided.

For more information regarding insurance and the appropriate cover, please refer to our insurance checklist.

Do you offer a damage waiver?

A. For equipment up to the value of £4,999 an optional accidental damage waiver is available to cover damage to the equipment above any deposit amount you have already paid.

There is a non-refundable premium for this service, the premium is calculated on the equipment selected and length of hire and will be detailed at checkout and on your order confirmation.

The accidental damage waiver does not cover any loss, theft, or negligence for which you will be liable for the full cost of the equipment. Depending on the value or intended use of the equipment we may insist on goods being fully insured whilst in your care.

 

Deposits
Deposit
I see I am required to pay a security deposit, why is this?

A. We take the security deposit from your card against the total value of the equipment you are hiring. In the event the equipment is damaged, or components lost whilst in your care, the cost of repair/replacements will be debited from the deposit.

In the event of loss, theft or damages exceeding the value of your deposit, you would be liable for the full cost of the equipment.

When do I need to pay the deposit?

A. You will be asked to make payment at the time of placing your order if the equipment is due to be dispatched within 7 days. If you are booking more than 7 days before the equipment is due to leave us, you will be sent a payment reminder 7 days before dispatch and advised to log into your account and make the deposit payment.

When will I receive my deposit refund?

A. Once your order has been unpacked and checked and, assuming there are no missing or broken items on the return of the equipment, your deposit will be refunded immediately. Please note, whilst the deposit is refunded promptly, it can take 1-5 working days to appear on your statement, dependant on your bank/credit card provider.

If there are missing or broken items on the return of the equipment, we will contact you to discuss the matter in accordance with our Terms and Conditions.

 

Payment Method
Payment Method
What forms of payment do you accept?

A. We accept debit and credit cards registered to a UK address (Goods must be delivered to the address the payment card is registered to). If your payment card is registered outside of the UK, please contact us on 01435 873028 to discuss your options.

Deposit payments paid via American Express attract an additional 2% handling fee, there is no additional handling fee for hire charges. Please contact us for further details.

In certain circumstances, we can accept a BACs payment in advance – please contact us for further details.

Can I pay over the phone?

A. Unfortunately we are unable to accept payment over the phone for data protection and security reasons. All our financial transactions are handled online via our payment provider and are encrypted to ensure they are kept completely safe and secure.

 

Equipment
Equipment
What do I get with the equipment?

A. You can find out what we provide for each individual model including batteries and memory cards by clicking on the 'Included' tab on the product description page on our website. All items are also shown in the packing list included in your shipment.

How do you prepare the equipment?

A. We understand preparation is the key to a successful shoot. It’s why we follow rigorous processes to ensure everything is checked and accounted for before it leaves the premises, and again on its return. It’s this obsessive attention to detail that means you can rely on us to provide the very highest level of service, and to deliver equipment, checked, cleaned, calibrated and ready to shoot with on arrival.

Before and after each rental we check every product visually, test it for focus and sharpness, and take pictures with it. Our equipment is used regularly so there may be some light scuff marks on the bodies & barrels, etc. There may be a little internal dust in some lenses but rest assured, if there is any effect on image quality or performance the equipment is sent to the manufacturer for remedy, otherwise it remains in service.

What do you consider cosmetic wear and tear?

A. We understand that the equipment may, overtime, pick up the odd minor scratch or mark, however, any marks to lens glass and obvious neglect of use under your care will be treated as damage and you will be charged. To give you a better idea of what is and is not accepted as cosmetic wear and tear, please have a look at the following guides:

Cameras

Lenses

Large accessories

Small accessories

What happens if I have a problem with the equipment?

A. Even with all the preparation and precautions we take, equipment can still be damaged in transit or very occasionally a component will fail. In the unlikely event of something isn’t working, please call us immediately on 01435 873028 so we can discuss how best to support you continue your shoot.

What happens if I damage the equipment?

A. Please call us immediately on 01435 873028 so we can discuss how best to proceed If you damage the equipment during your hire, we will send it to an authorised repair centre for inspection and quotation for the repair or replacement as appropriate.

If you have opted for the Security Deposit, if the repair amount exceeds that of the deposit the outstanding balance will need to be paid immediately. Dependent on the severity of the damage or supply of replacement parts and thus the length of repair, a penalty charge may well be incurred due to a loss of hire of the equipment to other customers.

If you have opted for the Damage Waiver, any costs for accidental damage above the deposit amount you have already paid will be covered by us.

The equipment has gone missing, what should I do?

A. Please call us immediately on 01435 873028.

In the event of any theft, the incident must be reported to the police immediately and a crime reference number obtained.

In the event of damage or loss by an airline you will need to obtain a Property Irregularity Report from the airline at the airport where the damage is first discovered (i.e., the airport in which you arrive when you discover the damage or loss).

Depending on what has happened, you may also need to report to your insurance company too.

 

Other
Other
I’ve forgotten my password, how do I reset it?

A. Click here if you have forgotten your password.

I’ve been asked to provide further information, why is this?

A. We take a proactive approach to protect our customers from fraudulent activity, as part of this process we may ask you to provide further information including, but not limited to, previous and current address, photo ID, contact details, existing equipment and intended usage.

Hireacamera reserves the right to cancel the Booking if it is not satisfied with the information provided, or believes the service is being used with disingenuous intent.

Can I return my kit early?

A. You are welcome to return the equipment early. Just contact us and we can arrange the return. Please note, as the equipment was booked for specific dates, we unable to offer a refund of the remaining hire period.

I left something in the bag/camera, can I get it back?

A. Don’t worry, it happens a lot! If it’s a small item we can pop it in the post to you, if it’s a larger or more expensive item we can arrange a courier for you, just get in touch and we’ll let you know if we have it and organise how to get it back to you.

What are your opening hours?

A. We are open 8:30 am to 5:30pm Monday to Friday and are closed on weekends and bank holidays.