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FAQs

FAQs

What do you have in-stock?

Anything with the green "Add to Cart" button indicates that there is stock. For items with the grey "Pre-Order Now" button, please feel free to send us an email to see when the item will be back in stock.

Do I need to register in order to place an order?

You will need to create a new account if this is your first time on-line shopping with Photo-Shop-Studio. This enables you to return and make orders under the same account in the future.
If you are a returning shopper just login to continue through the shopping cart process.

What about my personal details?

Your personal details are essential for the delivery of the items you have ordered. Photo-Shop-Studio respects your privacy and we are committed to the protection of personal information. We collect personal information to assist us in providing you with services as well as information on either new products and/or services offered by us. Your details can be removed upon written request from yourselves.

We take privacy very seriously and respect your privacy. If you have signed up for the newsletter and wish to unsubscribe, simply click the "Unsubscribe" button on the bottom the newsletter to unsubscribe.

What payment methods are available?

As we are a retail store, we have a variety of methods available. All payments made online will have the payment method ecrypted and protected by the following merchants, as well as our SSL (Secure Socket Layer) Certificate which ensures your data and information sent to us over the Internet is protected and encrypted. To see that SSL is available, there will be a padlock icon at the top of the browser in the address bar.

  • Cash
    We accept cash payments in-store. We are unfortunately unable to deliver cash on delivery (COD).

  • EFTPOS
    We accept EFTPOS (savings/cheque) in-store.

  • Credit Card
    We accept major credit and debit cards Visa and MasterCard as well as American Express (American Express will incur a surcharge of 2%).

    If you choose to pay by credit card on Photo-Shop-Studio online shopping, you have two options: PayPal or eWay. Both methods are safe and will encrypt your card details so we do not know your card details. Please note that with PayPal you may need to verify your card details with PayPal before you can start using your card to pay.

    We are also able to accept credit card over the phone for phone orders or those who choose to pay via this method. We do not keep your card details in any written form.
  • Direct Bank Deposit/ Electronic Bank Transfer
    For bank deposit orders, our banking details will be shown during the checkout/ confirmation process. If you require our banking details to make a payment, please contact us.

  • Cheque
    We accept draft cheques for bulk orders from institutions. Please ask us more about this payment method.

  • PayPal
    We accept PayPal payments. If you require an item urgently, we suggest you call us and pay via credit card over the phone as this is the most instant way to pay and for us to process your order.

How do I know when my order has been accepted?

You will receive an email once your order has been received and then another email advising you that your goods have been dispatched. Sometimes you may receive a "Awaiting Shipment" or "Awaiting Pickup" email. This means that your order is ready to go and has been processed.

Can I place an order and arrange for it to be sent to another address?

When entering your personal details you will be given an opportunity to say whether you wish to use your own address or supply a different delivery address.

When I place an order, Click&Collect is not $0, why?

This is a system error, not a cost we inflict onto customers. We never charge customers for pick up, because we are a retail store. The reason this happens is that when you add items to your cart with "Fixed Shipping", this overrides our free Click&Collect service. Our technical team are trying to solve this issue, but for the meantime we need to fix this for you manually. If you encounter this problem, please complete checkout but choose "Pay in store" so you do not have to pay upfront. Before you submit the order, also leave a message with "Click&Collect $0" and we will manually edit your order. We will message you and the system and your order will be updated to show and reflect free collection.

 

Click&Collect is the only shipping option but I need my item to be sent to me

Please follow these steps:

1. Click on "View Cart" in the top right hand corner to take you back to the shopping cart
2. Click on the green text "Estimate Shipping & Tax"
3. Enter your postcode and choose your state
4. Click "Estimate"
5. Choose from Click&Collect, Australia Post Regular or Australia Post Express
6. Click "Update shipping costs"
7. Proceed to checkout as usual

If by chance you do not see other options and still only see Click&Collect, please call us or email us with the item details ready so we can get our team to look into it for you. The item may be oversized, or the system is temporarily unable to calculate shipping.

 

I have made a mistake with my order/ I need to change my order. What can I do?

We are extremely fast when it comes to dispatching, so please call us on (02) 9797 2800 as soon as possible so that we can amend your order for you. Once your order has been dispatched we are unable to make any changes, however you are able to return/ exchange your items with postage at your expense.

I receive an error saying that the item does not ship to my address/ location. What is this error?

Please send us an email at info@photo-shop-studio.com.au with a link to the item you are trying to purchase, as well as contact details in case if we need to manually process the order for you.

Camera and lens purchases

We only accept PayPal or bank deposit for online orders of camera lens and cameras. All credit card transactions will be cancelled.

Why am I asked to provide my ID?

For purchases over $300 made with a credit card and/ or any transaction involving a camera or lens we may ask for ID to verify the purchase. This is to protect against the cardholder. We will require ID such as a driver's licence with full name and address (matching the shipping address) to release the goods.

If you are unable to provide this information your order will be cancelled, or, if you disagree to accept our terms and conditions for this, we will issue a full refund and cancel the transaction.

Can I contact Photo-Shop-Studio directly via phone?

Yes, you certainly can! While we do encourage all communication via e-mail, you may contact us on calling 02 9797 2800 (Mon-Sat 10:00am to 6:00pm)

How long do you take to despatch orders?

We aim to dispatch our orders next business day within receiving payment, but please allow up to 48 hours in the event we have a high volume of orders to fulfill.
For same day dispatch, our cut off time is generally 10:30am, but we encourage customers to buy well in advance.
If you wish to have same day despatch in the event you require a product urgently, please call us on (02) 9797 2800 so we can look into the available options for you.

How long does delivery take and how much will it cost?

Simply add the items you want to your cart and when you visit your cart or checkout page, it will prompt you to input your postcode.

Once you input your postcode, the system will automatically calculature and combine shipping for you. All shipping rates are live rates directly from Australia Post.

There will be usually a few options that will be available depending on the item(s) you have chosen:

  • Click&Collect (Local Pickup)
    This option is visible to all, but should only be picked by those who live or plan to come to our store in Sydney. This option allows you to pay for your item(s) upfront, or reserve your items and then Pay in Store. Click&Collect is a free and easy way of ensuring that you get exactly what you want in no time. We will usually update your order to "Awaiting Pickup" and send you an email once your item(s) are ready.
    Approximate time to process: Same business day to prepare, and pick up when it is convenient for you.

  • Australia Post (Regular)
    Australia Post regular eParcel Post takes approximately 3-5 business days to deliver depending on your location. We are located in New South Wales, so if you are a bit further away (eg. Western Australia) you may need to wait a little longer due to the distance.

  • Australia Post Express eParcel Post
    Express Post eParcel takes generally 1-3 business days. Next business day delivery does not apply to certain postcode groups. Please see full details in regards to next day delivery network on the Australia Post website.

  • Fixed Shipping
    Fixed Shipping is generally via Australia Post Regular Post or Courier, depending on the size of the item. Please allow 1-5 business days for delivery.

  • Courier
    Courier delivery is strictly for oversized items only that cannot be sent via Australia Post. In the event a customer chooses courier delivery for an item NOT oversized we will send by Australia Post regular eParcel. Surcharges may apply if you live in rural areas as our system calculates the cost to metropolitan areas.

  • Free Shipping
    Free Shipping is sometimes available for items that we run promotions on and will be sent via Regular Post. If you require the item urgently, please contact us so we can manually process the order for you. Please be advised that Express Post will incur charges as we do not offer free express post for our promotions.

Please note that the timeframes are given by the respective carriers above and do not account for service delays or other circumstances.

What do I need for Click&Collect (Local Pickup)?

When you come to collect your items, we need either proof of purchase (Order number) or photo I.D. You are also required to sign your items when you collect. There is no time limit on when you collect items if you pay for your items upfront.

If you choose the "Pay in Store" option and choose Click&Collect, we expect pickup within ten (10) business days. Photo-Shop-Studio reserves the right to cancel the reservation/ order and sell your item(s) to other customers as the goods have not been paid for.

Do you offer combined postages or bulk discounts?

Our items are priced as low as possible from the moment they're listed on our site. For this reason, we're unable to offer discounts on single sales.

Sometimes if you purchase many items with "Fixed Shipping" costs, our system adds them automatically and does not combine these costs. If you are looking to buy many bulky items with Fixed Shipping costs, please email us with a list and we are happy to combine shipping.

We can look into your special requests of bulk orders or become our re-seller. Please email us at info@photo-shop-studio.com.au detailing your requirements.

Do you sell and ship your products outside of Australia?

We currently do not ship overseas at this time. Please check later as we may introduce this in the future. For large bulk orders, please contact at info@photo-shop-studio.com.au and we can see if we are able to fulfill it for you.

Do you ship to multiple addresses?

We are unable to ship to multiple addresses. If you need this, please submit separate orders for each address you are sending the items to.

Why are shipping restrictions placed on some items?

We have a lot of oversized, or extremely heavy items that require us to calculate postage to via courier depending on your postcode. Please contact us if you wish to purchase such items for us to give you an accurate quotation and to organise delivery. 

Can I organise my own courier?

Yes, certainly. Photo-Shop-Studio can package your items and give you the dimensions and weight of the package(s) that need to be picked up.
Please be advised that you will be responsible for the delivery of the goods and any damage during transit will need to be covered and claimed from your end, so please include insurance during transit when booking your own courier. Photo-Shop-Studio will not be liable for any damage or loss incurred by customer's own courier arrangements.

Does Photo-Shop-Studio have seasonal sales?

Photo-Shop-Studio runs bi-weekly or monthly promotions rather frequently. We highly suggest you sign up to our newsletter to be the first to know what is on sale, as stock goes very fast!

Background Paper, Muslin and Vinyl Colours

All colours on our website are for indicative purposes only. Customers should be aware that colours depend on monitor settings and may differ due to different perception of colours. Where possible, Photo-Shop-Studio swatches from the original supplier/ manufacturer's website (eg. Savage colours are all swatched from the Savage official website). Photo-Shop-Studio will not accept returns due to change of mind for difference of colour.

Returns Policy

You may return the faulty item with manufacturer's defect for replacement or refund within 7 days from date of purchase. We cannot accept the return of any non-faulty items under any circumstance, in particular to all cameras, lenses, memory cards, monitors, microphones or electronic items.

We are not obliged to refund nor accept returns for incorrect choice of purchase of change of mind. We may agree to exchange incorrectly ordered items if the package has never been opened or used. 15% restocking fee will apply for exchanges. No refund will be issued for freight, postage or insurance costs.

You will incur the original delivery charge, the cost of returning the product to us plus the new delivery charge for exchange.

At our option, we will either refund you the balance amount with a store credit or exchange the product of equivalent value.  It is your responsibility to ensure the goods are adequately protected and packed for the return transit. Please ensure that you enclose your original invoice/receipt with all returned product(s). Please allow 1-2 weeks for the exchanged item from the time we have received your returned goods.

Warranty

For items delivered by courier such as backdrop vinyl, paper or dry cabinets, any form of damage must be reported and documented (in photographs) within 24 hours of receipt for any warranty claim to take place. This is due to strict time frames for insurance claims that are beyond our control. Failure to comply with this condition will result in no warranty claim due to the inability to establish exact cause of damage.

Eligible items electronic in nature and with moving parts are covered by a limited 1 year warranty. Warranty does not cover including but not limited to fabrics, textiles, papers, cards, plastics.
This limited 1 year warranty is claimable via Photo-Shop-Studio upon presentation of a receipt/ proof of purchase matching the item and showing the purchase date. Items purchased outside of the 1 year bracket or items without proof of date of purchase and need repair will incur a repair charge as required.
Changing a product (meaning it has been modified or altered from the original state of purchase eg. cutting, welding, electronic modifications) voids this warranty.

This limited 1 year warranty covers manufacturing defects only during normal usage or items "dead on arrival". This warranty is not to be considered "like insurance" and does not cover including but not limited to damages incurred from wear and tear, damage via transit or postage (where insurance is not paid for - this is an insurance claim that will need to be submitted to the transport carrier), accidental damage via misuse, accident, environment/ natural causes, electrical surges, incorrect usage (for example inserting something in the wrong way, overloading or overusing beyond maximum limits), gravity and force. Photo-Shop-Studio recommends our customers to fully insure their equipment with an insurance company should they be concerned about the previously stated causes of damage.

Photo-Shop-Studio reserves the final decision in regards to repairs. At Photo-Shop-Studio's discretion a repair service will be offered and available for all claims under warranty. All claims are to be submitted to Photo-Shop-Studio in writing via email, and our customer service team will respond to your claim accordingly.

 

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Copyright 2017 Australia Photo-Shop-Studio Ltd ABN 98127997291. All Rights Reserved. Visit us at 520 Parramatta Road, Ashfield NSW 2131. Photo-Shop-Studio has made appropriate efforts to avoid errors or omission in the content of this website. The user of this website acknowledges that some errors or omissions may be inherent in the content of the website, which cannot be prevented. Photo-Shop-Studio reserves the rights, at any time to modify, alter, or update the contents on our website(s) and / or these terms of use and disclaimer and all users shall be bound by the terms and conditions so modified, altered or updated. Any mistake, error or discrepancy noted may be brought to our attention and appropriate efforts shall be undertaken to rectify the same.
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