Frequently Asked Questions

If your question is not answered below, please contact us [email protected]

COVID-19 INFORMATION

- Are your shipping times affected?

We are working hard to get orders processed as soon as possible. Due to new safety protocols in place at Panavision there may be a 1 to 2 day extension to shipping times listed below. If your order is urgent, or you would like some more information, please call 020 8839 7382 during our current working hours - 8am-6pm

- Are all products available?

We’re pleased to say our stock levels are good. However we are experiencing some delays with a number of products we source internationally. We will ensure to contact you with any stock issues when they arise. 

- Am I able to come into store to view products?

To ensure the safety or our staff and customers we’re unable to allow any visitors at this time. 

- I have a large order for a production, who do I speak to?

Please call 020 8839 7382 between our current working hours of 8am - 6pm

- Where can I read your Health and Safety protocols?

You can learn more about the Panavision Group’s COVID-19 response at www.panavision.com/covid 

SHIPPING INTERNATIONALLY

- Are your shipping times effected?

Due to the current changes of Brexit cross border trade rules, there may be some delays shipping outside the UK. These delays are being caused by unpredicted Covid related surges in volume as well as incomplete or missing information now required for shipping between Great Britain and the EU. Panastore are working hard to ensure all correct forms are provided with every shipment to help it go through customs smoothly.

- What countries are mostly affected?

At the moment we have been told that countries most affected by these new changes are Greece, Hungary, Poland and Spain. It may take an additional 5 extra days to arrive to these countries.

- Can I track my shipment?

Yes of course. Please contact kEncEmailjogpAqbobtupsfpomjof/dp/vl to get your tracking link.

- Will there be any additional costs to receive my order?

There may be additional local import costs that will be chargeable to you. This will be requested when arriving at customs. If you have any concerns about these charges, please contact us on 020 8839 7382 or email us on kEncEmailjogpAqbobtupsfpomjof/dp/vl

ORDERING

- What methods of payment do you accept?

Via PayPal, we offer Visa/Mastercard/Maestro and American Express. If you would like to pay with a different method, please contact us at kEncEmailjogpAqbobtupsfpomjof/dp/vl or +44 (0) 208 839 7372

- When will my order arrive?

We work hard to dispatch your order as soon as possible. Most orders placed before midday Monday to Friday are dispatched same day. If an item is out of stock or is no longer available, we will contact you via email or telephone. 

- Where do you deliver? 

We offer worldwide delivery on most items. Bulky or Heavy products may incur increased shipping costs. 

- What if my order is received wrong or defective?

Contact the Panastore on kEncEmailjogpAqbobtupsfpomjof/dp/vl or +44 (0) 208 839 7372

- Can I cancel/amend my order? 

Contact the Panastore on kEncEmailjogpAqbobtupsfpomjof/dp/vl or +44 (0) 208 839 7372

- How do I return a product? 

Returns for returned items must be made within 30 days from the date of order. To discuss a return or technical problem, contact the Panastore on kEncEmailjogpAqbobtupsfpomjof/dp/vl or +44 (0) 208 839 7372

ACCOUNT

- How do I change information on my account? 

From the homepage, navigate to 'Account'. From here you can change/update your profile, addresses and passwords. 

- Problems logging in/forgotton password

From the homepage, navigate to 'Open Session', then 'My Account'. Enter your email address and a new password will be emailed to you. 

- Is my information secure?

Yes, we take security very seriously and taken steps to protect your information and payment details. You can read more about PayPal security information here

COMPANY

- When are you open?

We are open from 8am - 6pm Monday to Friday, excluding bank holidays.  Unfortunately we do not offer sales or support outside of these times. Any orders placed online outside of these hours will be processed the next working day.

- How do I visit the Panastore?

We are currently unable to allow visitors into the Panastore.

- Do you offer student discount? 

We do not currently offer student discount online.

OTHER

- Size Guides

Contact the Panastore on kEncEmailjogpAqbobtupsfpomjof/dp/vl or +44 (0) 208 839 7372 for up-to-date sizing.

- Where can I find information about shipping batteries?

UPS offers detailed information about shipping batteries and electronics.