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- Terms & Conditions
- Frequently Asked Questions
Got a question?We have put together a list of the most frequently asked questions and queries relating to general rental and the order process.
Payment & Checkout
What payment methods do you accept?
We accept all major debit and credit cards, including:
Maestro [only UK issued]
Solo [only UK issued]
What is the security check?
For your security, every single order goes through a security check. The security check has been put in place due to increased anti credit card fraud procedures and identifies multiple orders within a short space of time. All new orders are checked to ensure they are not fraudulent or a duplicate. If your order fails to complete the security check we will contact you by email or phone to request additional information so that we can validate your order. Please make sure you are supplying the correct billing name/address information so we can deal with your order quickly.
How long does the security check take to process?
Normal process times will be within 24 hours. If you have chosen Priority Delivery this will be actioned in time for the order to be processed as requested.
When your order has been processed you will receive either an order confirmation email which confirms authorisation was successful or an email detailing any payment problem including what to do next.
I received an email saying the name and address details I entered do not match that held by the card issuer, but they are correct?
When we request Pre-Authorisation on your card our bank will check with your card issuer that both the full order value is available and that the name/address details entered match that which they have on file. If there is ANY discrepancy it will be flagged and we will need you to contact us with confirmation of your billing address.
How can I cancel an order?
Once you have completed your order you can check the status of the item/s by logging into your account on our website; the status should be displayed as Booked.
If the status of your item/s is booked, then you have the option to cancel, currently this can only be done by contacting us by phone or email, as cancellation will be time sensitive we would suggest calling us so we can action immediately. Cancelled orders will not be refunded, but rather be issued in the form of a credit note.
Why has full payment been taken straight away?
Once your payment details have been entered, your bank will place an authorisation against the full order amount. This will show as a pending transaction on your account (unavailable funds). We will then take the full amount once your order has passed our security checked successfully. If you fail our security checks, then we will decapture the authorisation.
When will I be charged?
We will first place an authorisation on the payment method. Once your order passes our routine security checks, then the full amount will be charged immediately.
Do you accept PayPal?
We do accept PayPal as a payement method - you can either make payment using your PayPal account or make payment without an account using your debit card via PayPal.
Do your prices include VAT? Do you charge VAT?
Currently LensBoi is not VAT registered therefore we do not charge for VAT.
Do you have a complete price list available?
Currently we do not have a full price list available on our website to view - this is something which we're working on. Please get in touch with us and we will be able to advise you on prices for your needs.
Products & Availability
How reliable is availability?
Our product availability system is live, and works in real time. We have ensured to create a robust, easy and accurate ordering and availability system.
Do LensBoi price match?
We pride ourselves on maintaining competitive pricing. Should on the rare occasion, you find an item on a competitors website, for the same specifics, dates, duration, etc, LensBoi will price-match their price and beat it by 10%. Can't say fairer than that.
Can I order by email/fax?
We do not accept orders by fax or email due to the obvious security issues. While we are happy to deal with initial enquires in this manner, final orders must be processed through our secure only booking platform.
Delivery & Collection
What is a Delivery & Collection service?
A delivery and collection service streamlines your hiring experience. Not only is the item promptly delivered on your chosen day, but we also will arrange a collection on your chosen return date. All that is required on the return date, is to simply package your items back up, seal the box and that's it! Our couriers will provide a label upon collection.
You will also receive a email and text message notification on both delivery and collection days providing you with a one-hour delivery slot.
What delivery service should I choose?
We recommend using our Delivery & Collection service. This takes much of the hassle out of hiring, and streamlines your rental experience. Typically on heavier items, the Delivery & Collection service is generally more cost-efficient than returning at your own expense.
I opted for a single-way delivery service, how do I return?
If you opted for a one-way delivery service, then you will need to return to us at your own expense. Our insurers specify that you must return to us using a tracked and insured delivery method - such as Royal Mail Special Delivery. You will find our return address printed at the bottom of your receipt, remove this and apply to the box.
Can I get same-day delivery?
Unfortunately, due to geographical limitations, we are unable to offer same-day delivery. However, should you live in Devon, Cornwall or Somerset, please get in touch immediately - depending on availability, we can arrange same-day delivery.
What happens if delivery is attempted and I'm not in?
Generally speaking, if you miss the attempted delivery, another delivery attempt on the same day is unlikely. The courier will leave a card and you will be requested to arrange collection from their depot or re-arrange the delivery for another day.
Can you delivery on weekends?
We can deliver to you on a Saturday service [please be sure to selected Saturday Delivery as your desired shipment option when ordering]. Unfortunately we are unable to offer a Sunday delivery service.
What is the latest I can order for next-day delivery?
The latest you can place an order with us to receive the following next working day is 16:30.
I already have an order - can I alter the dates?
If you need to change the arrival and/or return dates on an already placed order, please get in touch with us immediately, we'll have a check on availability for your new dates and process this for you. Please visit our contact page to get in touch.
Loss & Damage
Loss or Damage to Equipment
Please contact us immediately if your hired item has become lost or damaged. If you still need the item and an identical or similar item is available, this can be sent to you until the end of your agreed hire period providing you cover the additional delivery cost. As all our equipment is insured and you can satisfy Insurers that you have adhered to their Terms and Conditions, your liability is no more than the value of the insurance excess or £300 Including VAT.
Please return the damaged equipment immediately to us for repair.
Damage vs Typical/Normal Wear & Tear
While ordinary wear and tear is expected eg minor scratches on the lens hood, barrel etc, damage to vital parts of the equipment which effects its performance eg the glass or mount or a lens or camera would be expected to be compensated for and you must be sure that you can comply with the terms and conditions or Imaging Insurers to cover the cost of the insurance.
General Rental Questions
What is the minimum and maximum rental period?
The minimum rental period is three days - this is standard across the rental market. On our website, the maximum amount you can book a lens for is twenty-eight days. Should you need to book for a longer period of time, please in touch where we'll be able to have a check on availability and offer a quote.
Can I put an item on hold?
Unfortunately due to high demand and constantly changing availability, we are unable to place any items on hold. If there is an item you require, you will need to book through our website.
How much deposit do you require?
We generally do not charge a security deposit unless our insurers are not prepared to back your order - in such cases, we may require a deposit in order to continue with your order. If a deposit is required, the deposit is refunded on safe return of the equipment.
What happens if my order doesn't arrive?
Fortunately it's extremely rare that delays occur with our appointed couriers, DPD Local. Though sometimes unforeseen delays can happen - extreme weather conditions for example. We will always endeavour to do our best to get your order with you, but we cannot be held liable for any delays.
I'm under 18, can I still rent from you?
Unfortunately, due to limitations placed on us through our insurers, we cannot rent an item to any persons under the age of eighteen (18) years. This is strictly enforced, and we will require proof of ID and and proof of address upon making your first order with us.
I will be taking the item abroad - is that okay?
Generally speaking, yes, taking a hired item from us abroad is okay - we do ask that you inform us of your plans to take the item abroad so that we can inform our insurers. Please get in touch with us once you have placed an order and we'll ensure all is in order.