Delivery & collection information
HIRE DELIVERY OPTIONS
We want your delivery to be safe so we only use the best insured
couriers we can find. All of our equipment is packed in sturdy,
weatherproof cases or in soft cases as per your request and boxed with plenty of padding. We aim to get your gear to you the day before your hire starts and
pickup the day after it ends. Please keep the packaging to send the gear back in.
CLICK HERE for further information about packaging. Please also tell us if there is any information that you would like us to pass onto the courier such as an obscured entrance or security gate passcode.
|Pick up after 3pm the day before your hire starts (from Haywards Heath)
|Before 12am (Includes next day or Saturday deliveries)
|Between 8 and 6pm the day before the first day of your hire
|Applies to heavy or long items as marked on the item description page
We use a variety of shipping companies to make sure that we get the right service for you depending on where your delivery is going to and how flexible you are with delivery times. We will email a courier tracking link a few days before your hire is expected. This email will also contain any return courier information you may need to return the hire equipment.* For orders to Northern Ireland, Isle of Man, Scilly Isles, Orkney and Shetland Islands, some Western Isles and remote parts of Northern Scotland have longer transit times and are subject to additional charges. We will tell you if your order is subject to any additional charges at the time of booking.
** Items that are subject to the handling charge are marked as such on the product description page. Applies to the outbound shipping, there is no handling fee for items that are picked up from Lens Lab Ltd. Applies to each item in the order that is oversized or heavy.
IMPORTANT: Lens Lab Ltd cannot be held responsible for costs incurred due to missed or late deliveries. We place your order with our courier in good faith however it is not possible for us to guarantee their service. Our couriers have an excellent track record and it is very unusual for a courier to be late with a delivery. If you are concerned about the possibility of a late delivery, we recommend that you request your hire to start 1 or 2 days before the day on which it is needed, for example going on holiday or using it for a photo shoot where a model or studio is booked.
HIRE RETURN OPTIONS
|Drop off before 10am on the day after your hire ends (from Haywards Heath)
|Drop ship label included to be returned before 10am on the day after your hire ends
We provide a return drop ship label so you can leave the gear with a drop ship partner near you at a time that suits you. Drop ship partners are usually located within a mile of the delivery address. It is your responsibility to make sure the hire equipment is returned on the day after your hire ends or earlier. In the event of a late return we charge you for each extra day that you keep the equipment at twice the daily rate of your hire or as stipulated on our website. If you would prefer a courier to pick up from your address, just let us know at the time of placing your order.
Can I collect or drop off the equipment?
Yes, by prior arrangment. The address is as follows: 22 Stamford House, Great Heathmead, Haywards Heath, RH16 1FH, West Sussex. UK.
Collections can take place at almost any time as long as you let us know you are coming. You may need to take a copy of your Lens Lab order, proof of address and a form of photo ID with you when you collect. Pickup is available from 3pm on the day before your hire starts and return drop-off is before 10am on the day after your hire ends. If you're worried you are not going to make it on time please make sure you tell us to avoid any late return fees. Late returns without prior permission are subject to the late return fees schedule. We're usually as flexible as we can be so let us know if you have to pick up earlier and we can usually facilitate this.
Can you deliver the equipment to an address other than my home address?
We are able to deliver to any UK address. You will be asked to specify the delivery address during the checkout process. In some instances, we reserve the right to charge a deposit for the equipment if it is being delivered to a different address. The equipment will need to be signed for on delivery.
What happens if the equipment arrives when I'm not at home?
We will do everything we can to make sure your delivery arrives at the right time. If there is a missed delivery we will work with you and our courier to make further arrangements.
What happens if my hired equipment arrives late?
We cannot accept responsibility for late deliveries where our courier has attempted delivery but failed due to no fault of Lens Lab Ltd or the courier. For example the courier tries to deliver but nobody is available to accept the delivery or the address cannot be found by the courier because of missing information or where security information has not been provided.
Please contact us immediately if your equipment has not arrived by the start of your hire period. We will do everything we can to swiftly resolve this situation to your satisfaction.
We work cloesly with our couriers to ensure reliable delivery, however, if they fail on their delivery promise for any reason, we cannot accept any liability for costs incurred by you as a result.
If your hire arrives late and it is not possible for you to use the equipment as a result of this lateness, we will refund 100% of the hire fee so long as you immediately return the equipment unused. Note that if you are going on holiday or have a studio booked, we advise you to order your equipment so that you have an extra day for safety.
How do I return the equipment?
You will receive full instructions on how to return the equipment along with all the necessary labels and packaging in the box. You are obliged to return the equipment to us on the day after your hire period ends before midday.
We carefully pack your order to make sure that the contents can withstand being dropped (from a small height such as a work bench) when being handled by the courier. Please be careful when you repack items for return. Take note of how the item is packed and pack it in a similar way. Do not allow two lenses to be packed where they may touch each other, do not pack a lens loosely in a box and make sure there is padding on all sides of the content. If damage occurs in the return transit as a result of poor packaging we will consider this your fault and you will be liable for costs.