Frequently Asked Questions
- Coronavirus Pandemic
- Retail Customers (Shipping & Returns)
- Trade Customers
- Customer Service
Are you still open for business during the coronavirus pandemic?
Yes, we are still open for business and committed to getting your orders out to you as quickly as we can. We thank you for your continued support and are dispatching as many orders as possible as efficiently and safely as we can.
Will my delivery time be affected?
It is likely that your delivery will take longer to reach you during this time. We are strictly adhering to the government social distancing guidelines, which means that we are currently operating with fewer warehouse staff than usual. As a result, your order may take an extra day or two to be processed. Our delivery partners, including Royal Mail and DPD, are experiencing increased demand for their services at the moment, so your order may also take additional time once it goes out for delivery. Unfortunately this is beyond our control, and we thank you for your patience.
Will Brexit affect my order?
Unfortunately Brexit is having an impact on our operations. If you are ordering from outside of the United Kingdom, or from Northern Ireland, it is likely that your order will take longer to reach you at this time due to increased pressure on couriers and additional time in customs. We are doing all we can to ensure that customers do not encounter additional customs or VAT charges when they receive their order.
Where do you ship to?
Currently we’re only able to ship to consumers in the UK, Channel Islands and Ireland. If you are outside of those territories and wish to place an order, please get in touch on email@example.com
I'm in Ireland, can I pay in Euros?
If you are based in the Republic of Ireland and would like to see pricing and delivery options in Euros, please visit our Ireland website
What is your returns policy?
You can return your item for any reason within 14 days of receipt. To be eligible for a refund, your item must be unused, in the same condition you received it, and in its unbroken original packaging.
Please note that we can only issue refunds for items bought directly from the Kenro website. If you have purchased a Kenro product from another retailer, you will need to apply to that retailer for your refund.
If you wish to return an item, please contact firstname.lastname@example.org for authorisation, a sales return number (SRN) and return address. Returns without authorisation and a valid SRN will not be processed, so please ensure you get in touch before sending your item back.
You must pay your own shipping costs for returning the item, Kenro will not reimburse return shipping costs unless by prior agreement in writing. We cannot issue a refund if the item is damaged or lost in the post. You may wish to consider using a tracked delivery service or purchasing insurance, particularly for more expensive items.
My item is damaged or faulty
If your item is damaged or faulty before it reaches you, please contact email@example.com as soon as you become aware of the issue, with the details of your order and the problem you’re experiencing (attaching photographs is very helpful if you’re describing damages). Our customer service team will do their best to resolve your problem, and if we’re unable to resolve the issue, will arrange for your item to be collected and/or replaced, depending on the product and the nature of the problem.
What are my shipping options?
Please allow extra time for your order to arrive during the current pandemic. Some orders are taking an estimated 7-10 days to arrive, although most are much quicker. For more information, please refer to the ‘coronavirus pandemic’ section of this page.
- UK orders less than £25 are charged at £3.95 for standard Royal Mail 48, and £7.95 for tracked shipping.
- UK orders over £25 are eligible for free standard Royal Mail 48 shipping, with the option to upgrade to tracked shipping for £7.95.
- UK orders over £100 are eligible for free tracked shipping.
- Channel Islands orders less than £100 are charged at £19.95 for tracked shipping.
- Channel Islands orders over £100 are eligible for free tracked shipping.
- Ireland orders less than £45 are charged at £8.95 for standard shipping, and £17.95 for tracked shipping.
- Ireland orders of £45 up to £179.99 are eligible for free standard shipping, or can upgrade to tracked shipping for £17.95.
- Ireland orders of £180 or more are eligible for free tracked shipping.
Giveaways and voucher codes
Please note that giveaways and voucher codes are always subject to terms and conditions. Unless otherwise stated, giveaways are only open to UK, Ireland and Channel Islands residents. The prize awarded cannot be swapped or exchanged for another product, or redeemed for cash value. Voucher codes may only be used against the product stated during the time period given. If a customer is found to have used a voucher code incorrectly, we reserve the right to refund and cancel the order.
Kenro Direct online accounts and password recovery
When you place an order through the Kenro Direct retail website, you have the option to checkout as a guest, or to create an account for a faster checkout process in future.
If you have created an account, your username will be the email address you used to create the account. If you have forgotten your password, please use the Forgotten Password link to recover or reset it.
What are the terms and conditions for consumer / Kenro Direct customers?
Please visit our consumer terms and conditions page for information. Please note that these differ from our trade terms and conditions.
Why have a trade account?
Customers who earn the majority of their income in photography or a related trade are eligible for trade accounts, which benefit from wholesale pricing, trade discounts, and special offers for the industry. Retailers, gift shops, mini labs and similar well-established businesses with a fixed premises may also be eligible for a credit account, and a dedicated area sales manager.
How do I open a trade account?
Visit our Trade Account Application page and complete the form. We will review your account application and get back to you as soon as possible. We aim to respond to all enquiries within 3 working days, but please be aware that this may take a little longer during exceptionally busy times. If you urgently need to place an order, please complete the form and follow up with a call to the sales office so that we can prioritise your application.
The Trade Account Application page is for pay-as-you-order customers. If you need a credit account, please complete the credit account application form instead and return it to us by post, or to firstname.lastname@example.org
How can I obtain an online log in for my trade account?
If you already have a trade account with us, please contact email@example.com to request a log in to be able to manage your account and place orders online. If you have applied for a new trade account, we will send your log in details in your confirmation email.
If you already have a trade account but have forgotten your log in details, your username will be KENRO followed by your account number, all in capitals, with no spaces between the word KENRO and the account number. If you have forgotten your password, please use the Forgotten Password link to recover or reset it.
What are the carriage charges and delivery options for trade?
The carriage charge is £7.50 on all orders under £150 ex. VAT. Orders over £150 ex. VAT are carriage free. Orders are generally dispatched using DPD delivery, and usually arrive with you the day after they leave our warehouse, however this cannot be guaranteed.
If orders are very large, we may deliver by pallet or in our own van. Orders that need to be delivered by our 3-day pallet service may include outers of poster frames, or large quantities of photo albums. We use this service to ensure that goods reach you in the best possible condition. If you are not able to accept pallet deliveries and are placing a large order, please state this in the Special Instructions field when placing your order online, or advise your Area Sales Manager at the time of ordering.
Please note that all prices on the trade website, including the carriage charge, are given ex. VAT.
How do I use the online ordering system on the trade website?
The trade website is an intuitive and easy way to manage your account, see pricing, and place orders any time of the day or night. Orders placed via the website are typically received by the warehouse and processed more quickly than those placed via the trade website, and we strongly recommend that all our trade customers place their orders online, particularly during busy trading periods.
What are your terms and conditions for trade customers?
Please visit our trade terms and conditions for information; these are linked to in the website footer for easy access any time. Please note that there are separate terms and conditions for trade customers and consumer (Kenro Direct) customers.
Where can I find the contact details for my area sales manager?
If you need a reminder of the contact details for your area sales manager, please get in touch with the sales office and provide at least one of the following: your account number, your business name, and/or your business postcode. We will then be able to locate your account and provide you with contact details for your area manager.
You can contact us during the trading hours below on firstname.lastname@example.org or +44 (0)1793 615836.
What are your opening hours?
Our phone lines are open 8.30am until 4.30pm Mondays to Fridays. We are closed Saturdays, Sundays and bank holidays, as well as the period between Christmas and New Year.
Our warehouse is open to process and dispatch orders 8am until 4.30pm, Monday to Friday, excluding weekends, bank holidays and festive periods as above.
We also have a showroom at our head office in Swindon, which can be made available by prior appointment to trade customers only.
How do I get in touch with the customer service team?
You can contact us during the trading hours above on email@example.com or +44 (0)1793 615836.
Do you have a technical department?
Yes, we can answer technical questions on any product sold by Kenro. Questions should be directed to firstname.lastname@example.org – this is the only way to get in direct contact with the support department. We regret that we are unable to offer telephone support at this time.
Do your products have warranties?
Yes, the majority of products sold by Kenro, including but not limited to Nissin, NanGuang, NanLite, Marumi, and Sevenoak, are covered by a 2-year warranty when the product originates through Kenro Direct or a Kenro UK authorised dealer.
Kenro tripods are covered by a 6-year limited warranty. The warranty card is supplied with the product, and is also available to download as a PDF: Kenro Warranty Card.
In the event of a fault in your Kenro product within the warranty period, please contact email@example.com with details of the product, details of the problem (photographs or video can be very helpful where the problem is easily visible or demonstrated), and proof of purchase. Our support department will arrange to repair or replace the product provided that the defect is not due to wear and tear, misuse, accidental damage, or attempted modification or repair by an unauthorised party.
This guarantee is in addition to your existing legal rights, your statutory rights are not affected.
Can you do firmware upgrades?
We are able to do firmware upgrades on eligible products (for example, Nissin flashguns). A small fee is applicable, and you are responsible for the postage costs of sending us the product and of us returning it to you. If you think you have an eligible product (a current product sold by Kenro with a firmware upgrade available), please contact firstname.lastname@example.org with details of the product and your support request.
Please note that as a result of the reduced staffing and restricted capacity in our warehouse during the Covid-19 pandemic, we are unable to offer any non-warranty hardware repairs or firmware upgrades whilst we prioritise processing orders as efficiently as possible. We will update our website when we are able to offer these services again.