FAQs
1. What methods of payment do you accept?
We accept Visa, MasterCard, American Express, Switch, Solo, Visa Delta and Visa Electron via PayPal.
For new customers who have chosen to pay by PayPal and wish to have their orders shipped to an unconfirmed address, we might require to ask for proof of address/identity before we can process their orders.
For orders sent to the United Kingdom, please choose to pay in GBP only, otherwise orders will be cancelled and refunded, in which case we cannot be held responsible for money loss due to currency exchange.
Australian Dollar (AUD) and New Zealand Dollars (NZD) can only be used for orders sent to Australia and New Zealand respectively. If AUD and NZD are wrongly selected, we will cancel the orders and issue full refunds, in which case we cannot be held responsible for money loss due to currency exchange.
For orders sent to Euro zone (namely Belgium, Germany, Ireland, Spain, France, Italy, Luxembourg, the Netherlands, Austria, Portugal, Finland, Greece, Slovenia, Cyprus, Malta, Slovakia and Estonia), please choose to pay in Euro only, otherwise orders will be cancelled and refunded. In any case, we cannot be held responsible for money loss due to currency exchange.
2. How much is delivery?
All our prices include FREE delivery.
Please note that free delivery only applies to orders shipped to United States, United Kingdom, Australia, Canada, Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, Virgin Islands and New Zealand. For all other countries, a small shipping surcharge will be applied at checkout.
3. How do I know my order has been shipped?
When your order has been despatched, we will send an email informing you of the despatch and tracking number.
4. What happens if my order is lost during transit?
We offer a 100% compensation for loss of items during transit, i.e., a replacement will be provided as soon as the courier company confirms the loss of the package.
If the package has been delivered according the tracking system of courier companies, you will not be entitled to file any claims. In such cases, it will be the customer's responsibility to contact the post office or courier company, whose telephone numbers will be available on request. We will also try to assist you as much as we can.
Replacement can only be arranged if the courier company has confirmed to us the loss of the package.
5. What is your returns policy?
We cannot accept your request for returning you order if you have accepted the delivery of your order, unless there is a manufacturer's fault with the product, in which case you will need to inform us within 7 days of receiving your order.
Upon receiving your returned order, we will inspect the faulty product. We will then provide you with a replacement if our technical staff approves that the product does indeed carry a manufacturer's fault. We will also reimburse your shipping costs if the product is found to be faulty.
Lens dust and LCD dead pixels will not be considered as fault, therefore products cannot be returned for any of these reasons.
If the product is not defective but you are not satisfied with your purchase, you may return the product for a refund. We have to be notified by email within 7 days after receiving your package. Please note that 13% restocking fee and shipping & postage cost will be deducted from the refund. All returned products must be free from damage of any kind and be in its original factory box with all original packing materials, warranty cards, manuals, accessories and any other materials included. Please note that products have to be returned to us within 14 days after delivery and you are solely responsible for all shipping costs.
6. Do I have to pay any import charges when I receive my package?
The prices you pay Onestop-Digital do not include VAT and import duty. Your government may charge you import tax and duty. If you are asked to pay such charges, please pay these charges and we will reimburse you in full. Please refer to our terms and conditions for more details on our VAT Free Guarantee.
At the moment, this VAT Free guarantee only applies to orders shipped to Australia, Belgium, Canada, Denmark, France, Germany, Ireland, Italy, Netherlands, Portugal, Spain, Sweden, Switzerland, United Kingdom and United States.
If you have any queries on any custom issue, please do not hesitate to contact us and we will be happy to assist you in any way.
7. What is "VAT Free" guarantee?
We offer "VAT Free" guarantee on all of our products for FREE, meaning we guarantee that you will not have to pay any import charges (namely import duty, courier handling fees, VAT and GST), i.e., DUTY FREE. If you are asked to pay import charges when you receive your package, please pay for these charges as requested and send the VAT receipt to us. We will then reimburse such charges upon receiving the receipt.
At the moment, this VAT Free guarantee only applies to orders shipped to Australia, Belgium, Canada, Denmark, France, Germany, Ireland, Italy, Netherlands, Portugal, Spain, Sweden, Switzerland, United Kingdom and United States.
8. How do I reclaim the VAT?
If you wish to reclaim VAT, please complete the "VAT Reclaim" form on our website. After submitting the VAT Reclaim form, please send the VAT receipt via email, fax or by post. As soon as we receive the receipt, we will issue a VAT refund to you.
9. How long is the warranty you are offering?
Unless otherwise stated, we offer 12 months "Return to Base" warranty for cameras, camcorders, lenses, flashguns and smartphones. Warranty starts from the date we despatch your order.
Please see our terms & conditions for full details.
10. During the 12 months warranty, will Onestop Digital pay for the shipping costs to have the faulty products returned for repairs?
Yes. We will reimburse all shipping costs, if 1) you can provide us with the postal receipt; 2) the fault is classified as manufacturer's fault that is covered by the warranty; and 3) you use a postal service that we specify.
If the returned product is found to be not faulty, the customer has to pay for all shipping charges before we can return the product back to the customer, so we would like to advise our customers to test the products thoroughly before returning them to us. If possible, please test the products with different camera bodies, lenses, batteries, memory cards, etc. Resetting your equipment to factory settings is also highly recommended.
11. What should I do if I need to get my item repaired?
Simply contact us, and we will be happy to assist you. We will either ask FedEx to collect the faulty product from you or ask you to send it to us (we will reimburse all postage costs).
12. How long does it take to get my equipment repaired under warranty?
We usually require 10-20 working days to repair faulty products under warranty, as it depends on parts availability and the workload of manufacturers' repair centres. Please note that this does not include any transit time, i.e., customer to Onestop Digital and Onestop Digital to customers.
13. I created an account and placed an order, but I have not received any email notification from you. Why is that?
As far as we know, Gmail, Hotmail and AOL filter our emails to their junk folders.
It might be possible that some other email servers also do the same, so we would be grateful if you could check your junk or spam folder after placing an order.
14. Is it safe to give my credit card details and personal information to PayPal when ordering?
We use PayPal as our credit card payment gateways. They take security of your information and online transaction very seriously. They now have more than 50 million members worldwide. Below is a statement from PayPal about their security:
" PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). Before you even register or log in to our site, our server checks that you're using an approved browser - one that uses SSL 3.0 or higher.
Once your information reaches us, it resides on a server that is heavily guarded both physically and electronically. Our servers sit behind an electronic firewall and are not directly connected to the Internet, so your private information is available only to authorised computers.
15. Will Onestop-Digital keep my credit card details?
No, we will not even get to see your credit card details. Every credit/debit card transaction is dealt with by PayPal. The credit card details that you submit on our website goes straight to PayPal.
16. How will you handle my personal information, such as my address, telephone number and email address?
Please note that PayPal do not provide us with your credit/debit card information. The only information we receive includes your name, email address, postal address and information about the items that you purchased.
We will use the information you provide only to deliver goods that you request. Your personal information will be held on our database. This database is behind a firewall and on a computer which is not directly connected to the internet.
17. Will you give my details to any third parties?
No. We do not share your personal information with anyone. The only exception to this rule is: we respond to subpoenas, court orders, or legal process, or to establish or exercise our legal rights or defend against legal claims.
If you cannot find your answers here, please do not hesitate to contact us.
