FAQs

Delivery

If you place your order in GBP (£), your order can only be delivered to a UK address.

If you use our currency switcher to shop in EUR, you can order to the following European countries:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

Yes! We offer free shipping on all UK orders, and free express tracked shipping on all UK orders over £30. You should expect to receive your order within 1-2 working days.

Free shipping is also available to European countries, but the free shipping threshold will vary depending on your destination country.

Spend 60 Euros or more for free shipping to these destinations (shipping charged at 11.95 EUR for lower value orders): Germany, The Netherlands, France, Belgium, Denmark.

Spend 80 Euros or more for free shipping to these destinations (shipping charged at 15.95 EUR for lower value orders): Ireland, Italy, Austria, Czechia, Hungary, Latvia, Luxembourg, Poland, Slovakia, Slovenia.

Spend 100 Euros or more for free shipping to these destinations (shipping charged at 19.95 EUR for lower value orders): Bulgaria, Estonia, Spain, Malta, Romania, Sweden, Portugal.

All UK mainland orders are eligible for free shipping, but the shipping service will depend on the value of the order and the items you're ordering. The majority of orders under £30 will be shipped via Royal Mail's Large Letter or Tracked 48 services, with the option to upgrade to DPD Next Day express tracked shipping for £4.95.

We endeavour to dispatch all orders placed by 12pm on the day they are received.

UK Highlands & Islands orders will be dispatched and delivered on the fastest service available from each respective courier.

European orders are shipped via a tracked ParcelForce service, and are shipped on a DDP basis including all local taxes, duties and surcharges, so the price you see is the price you pay.

Free shipping is available to European countries, but the free shipping threshold will vary depending on your destination country.

Spend 60 Euros or more for free shipping to these destinations (shipping charged at 11.95 EUR for lower value orders): Germany, The Netherlands, France, Belgium, Denmark.

Spend 80 Euros or more for free shipping to these destinations (shipping charged at 15.95 EUR for lower value orders): Ireland, Italy, Austria, Czechia, Hungary, Latvia, Luxembourg, Poland, Slovakia, Slovenia.

Spend 100 Euros or more for free shipping to these destinations (shipping charged at 19.95 EUR for lower value orders): Bulgaria, Estonia, Spain, Malta, Romania, Sweden, Portugal.

All giveaways, promotional events, product bundles and voucher codes are subject to terms & conditions. Voucher codes cannot be used in conjunction with any other offer unless otherwise stated.

To receive 10% off your first order (retail customers only, not applicable to trade customers), sign up to receive our email newsletters and be the first to know about new products, bundles and special offers. You can unsubscribe at any time, and we promise never to pass your details to any third parties.

If you've forgotten your password for your online account, you can reset / recover it using this link.

If you are unsuccessful at recovering your account or you need any further help, please get in touch with the website team via info@kenro.co.uk and we will be happy to help.

Returns

All non-trade retail orders placed directly on www.kenro.co.uk have a no-quibble returns window of 30 days from date of receipt on unused products where the packaging is unbroken.

If you'd like to organise a return, visit our returns portal and follow the process to create your return.

If you are returning your item because it is no longer required, you ordered the wrong item, or you have changed your mind, the system will guide you through the process of sending your item back.

If you received an incorrect, damaged or defective item, the system will prompt you to upload an image and a note which will come through to us for approval. Once we have approved the return, the system will arrange a return via our DPD account for you.

Trade Customers

If you're purchasing our products for your business, you can open a trade account to get access to exclusive trade and bulk discounts, your own sales rep, trade-only special offers, and your own trade login to our website with easier options for account management and repeat ordering.

Visit our Trade Account Application page and complete the form, and we'll get back to you within a few days with the details of your new trade account,

If you haven't been sent an email inviting you to set up an online log in for your trade account, contact info@kenro.co.uk with your account number or business name and postcode, and we'll get back to you to get it resolved.

Trade carriage charges are a flat rate for DPD Next Day delivery. Orders of less than £150 ex. VAT are charged at £7.50 delivery (ex. VAT). Orders of £150 or more ex. VAT are delivered free of charge.

Orders placed by 12pm will be dispatched on the same working day.

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 trade website are typically received by the warehouse and processed more quickly than those placed via email or telephone, and we strongly recommend that all our trade customers place their orders online, particularly during busy trading periods.

For more information about managing your account via the Kenro Trade Portal, please have a look at this document.

Please get in touch with us at sales@kenro.co.uk with your account number or your account name and postcode, and we'll check on your sales rep details and get back to you.

Brexit

Unfortunately Brexit is still having an impact on our operations, with additional paperwork and red tape for all products imported to and exported from the UK. We're working hard to ensure the impact on our customers remains minimal and that none of our customers encounter additional customs or VAT charges when they receive their order.

Our website pricing is fully inclusive of taxes, duties and customs charges, so you can order safe in the knowledge that the price you see is the price you'll pay.

Coronavirus Pandemic

Although the UK is in a much better position now than any previous point since the global pandemic began, the effects on the worldwide shipping and logistics industries are still being felt, and some suppliers are unable to source raw materials and manufacture products as quickly as they could pre-pandemic. Consequently, some items may be out of stock for longer than usual, and estimated restock dates may be subject to change. We continue to do our best to operate as usual with minimal impact on our customers.

Customer Service

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.

You can contact us during the trading hours above on sales@kenro.co.uk or +44 (0)1793 615836.

Support

Yes, we can answer technical questions on any product sold by Kenro. Questions should be directed to support@kenro.co.uk – 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.

Yes, products sold by Kenro are covered by a warranty when the product originates through Kenro Direct or a Kenro UK authorised dealer. Warranty will vary depending on the product, but ranges from one year (Kenro LED Smart Lites) up to six years (Karoo tripods).

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 support@kenro.co.uk 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.

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 support@kenro.co.ukwith details of the product and your support request.

Newer models of Nissin flashgun have the SD card slots to allow you to do your own firmware upgrades without the inconvenience of sending your item away. Firmware upgrades are available to download from relevant product pages.