Frequently Asked Questions

Our head office based in Welwyn Garden City, Hertfordshire has a showroom where our sales team are happy to demonstrate equipment to you. Please contact us at sales@productiongear.co.uk or by calling 020 8236 1212 before visiting to arrange a suitable time and confirm the equipment you're interested in is available for demonstration.

Our office opening hours are Monday to Friday, 9am to 5.30pm. We're closed on weekends and UK bank holidays. Orders placed outside of these hours will be processed on the next working day.

There are a variety of ways to reach us. You can either call us on 020 8236 1212, drop us an email on sales@productiongear.co.uk, or send a message to a member of the team via the Live Chat option at the bottom-right corner of the screen, where someone will get back to you as soon as possible.

Each product page includes full specifications, features, and where available, video content or additional resources all provided by the manufacturer. If you need more information to make sure that the product you're after is right for you, don't hesitate to contact our sales team.

If a product that you're interested in is showing as out of stock with no expected availability, please contact us at sales@productiongear.co.uk and we can advise on lead times or suggest suitable alternatives.

We sell products from a variety of manufacturers and suppliers, so lead times can vary depending on the product. If you're looking to buy something and need it urgently, or if you just want to be sure of the time-frame of delivery before you order, get in touch with our sales team who will look into it and let you know.

Your order confirmation is emailed to you immediately after checkout. If you have a customer account, you can also view your order history by logging in. If you can't find your confirmation email, please check your spam folder or contact us at sales@productiongear.co.uk.

You'll receive a confirmation email within a few minutes of placing your order. If you haven't received one, please check your spam folder — if it's not there, contact sales@productiongear.co.uk with the email address you used at checkout and we can confirm the order came through.

To cancel an order, please contact us as soon as possible at sales@productiongear.co.uk with your order number. If your order hasn't yet dispatched, we can usually cancel it without issue. If it has already been dispatched, you'll need to follow our returns process instead.

A VAT receipt is included in the confirmation email sent after checkout. However if you need another copy, don't worry. Contact us at sales@productiongear.co.uk with your order number and we'll send one over.

For any order enquiries, contact our sales team at sales@productiongear.co.uk or by phone during business hours. Please include your order number in any correspondence so we can help you as quickly as possible.

Yes, we accept phone orders during our operating hours. Please call our main line and our sales team will be happy to help. For larger or trade orders, phone ordering is often the fastest route.

Once your order dispatches you'll receive tracking information by email. If you haven't received tracking information upon your order being marked for dispatch, get in touch with our sales team and they will provide the information for you.

The specific courier for your order depends on the size, weight and destination of the items. For domestic deliveries, we use FedEx and DPD as our primary couriers - due to limitations with DPD in terms of dimensions and weights of shipments, anything over 1m or 30kg will be sent via FedEx instead. For international deliveries, we use UPS, DHL and FedEx. If you have any specific shipping preferences, get in touch with the sales team and we will look into how we can accommodate.

We deliver worldwide, however some locations require us to get custom quotes for shipments. If your location isn't showing up as an option at checkout, get in touch with our sales team and we'll look into the most suitable shipping options for you.

Yes, we deliver to Northern Ireland via our standard courier services with next-working-day delivery on most items. Larger or heavier items may require a manual shipping quote — if no shipping rate appears at checkout, please email us at sales@productiongear.co.uk to arrange delivery.

For the Channel Islands, Isle of Man, and other UK offshore locations, please contact us before ordering so we can provide an accurate quote.

In-stock items ordered before the courier cutoff (shown on each product page in the delivery countdown) are dispatched same day for next-working-day delivery to UK mainland. Available-to-order items dispatch as soon as we've received them from the supplier. Delivery countdowns automatically account for weekends and UK bank holidays.

You can collect from us during opening hours, however it's best to contact the sales team directly first in order to confirm availability.

The cut-off for domestic next-day delivery varies by courier - for items that need to be shipped via FedEx, our collection time is 12.30pm. For DPD shipments, our courier collects at 3pm.

It depends on which courier your delivery is being shipped with. All FedEx deliveries require someone at the address to sign for the shipment, whereas deliveries via DPD instead offer proof via the photo taken by the driver upon delivery.

Because FedEx requires a signature from someone at the address, if no one is there to receive the delivery, they will mark it as 'not delivered' and attempt delivery again the next day. You can, via the FedEx tracking, re-arrange delivery for another day, or to a different address. With deliveries via DPD, you can request via the courier to have your delivery left in a safe place, left with a neighbour, or delivered to a local DPD pickup shop.

To start a return, please contact us at sales@productiongear.co.uk with your order number and the reason for return. We'll issue an RMA (Return Merchandise Authorization) number and provide return instructions.

RMA stands for Return Merchandise Authorization — it's a reference number we issue when you're returning an item. Including it with your return ensures we can track it and process it quickly. To request an RMA, contact sales@productiongear.co.uk with your order number and the reason for return.

Please refer to our full refund policy for complete details on eligibility, timeframes and processes. For specific enquiries about an existing order, please contact sales@productiongear.co.uk.

Store credit may be available as an alternative to a refund on eligible returns. Please contact sales@productiongear.co.uk when initiating your return to discuss options.