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FAQs EN

General

Who can I contact if I have questions about products or orders?

Please send any questions to us via our online contact form or direclty via email at: brandnew@leicashop.com

We aim to reply to all emails as soon as possible.

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Can existing leicashop.com logins be used for the new online store?

You may use your existing login on our new store website, but you will need to reset your password. Please contact us if you require any assistance.

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How do I join the waiting list for newly launched products?

Our online store does not operate on waiting lists. All items are availavle on a first-come-first-serve basis.

If a newly launched item is not in stock, simply add your email to the notification list on the product page, and you will automatically be notified when stock becomes available. Be advised that there may be other customers who have signed up for the same notification, so items may sell out again. Should this be the case, you will need to readd yourself to the notification list.

It is also possible that you get in contact with us, so that we can reserve a product for you as soon as we have stock again.

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Will products that cannot be ordered right now be available to order in the future?

If you find an item is currently unavailable to order online, one of the following may be true:

- The item is generally not available for purchase online (this will be noted in the item description)
- The item is temporarily out of stock but will become available again in the future
- The item is out of stock and will not become available again

To ensure you are notified about future item availability, please sign up to email notifications on the product page. 

If you have questions regarding the availablility of a product, you can contact us at any time. 

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Can I place an order over the phone?

You can place your order also over the phone. Just call us from Monday to Friday 10am-5pm at the number +43 1 523 56 59 34.

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Payment

Which payment methods do you accept?

We accept Visa, Mastercard, Amex, Diners, Discover and Maestro debit and credit cards as well as PayPal (including express checkout). You may also submit payments via Apple Pay, Google Pay and bank transfer.

Find more details about payment options here.

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Can I pay in instalments?
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Can I pay over the phone?

For security reasons, we do not accept payment over the phone. If you are looking for alternative ways to pay, please contact us.

Please never send us your credit card details via email.

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Orders

I'm a tourist. Can you help me get a tax refund?

If you are a EU VAT exempt tourist, you may use the "reserve and pay in store" function to be able to pick up and pay your order in one of our local Leica Stores. Our staff will support you in filling out all paperwork required for a tax refund. Please be sure to bring your passport.

You can expect to receive back somewhere between 11-15% on your purchase when you arrive at the airport, depending on your purchase amount.

 VAT refunds are not possible for pre-owned items.

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I am looking for an item but cannot find it.

If you have trouble finding the right item, we can help you by directing you to the correct product page. Simply contact us with what you are looking for.

If you are looking for an item that is currently not listed online (this may include discontinued stock or spare parts), please contact us to add your name to a notification list and we will notify you once it becomes available.

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I need a spare part for one of my items, how do I order them?
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What is the minimum order value?

We do not have a minimum order value.

For further information please have a look to our shipping and payment terms

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Why are the prices sometimes lower/higher in retail shops?

Our online store prices for new products are set in accordance with the recommended retail prices of the Leica Camera AG.

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I am VAT exempt, how do I order my items tax free?

If you are located outside the European Union, items may be shipped to you free of VAT. Orders to shipping addresses in these locations will automatically be free of VAT at check-out. Slight delays may occur in the shipping of your items to account for export documents. 

If you are located in the European Union and you make the order for a VAT registered company, you may be eligible for a VAT-free order. Please provide your UID number through the order process and your order will be free of VAT at check-out.

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Shipping

How much do you charge for shipment?
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Which shipping company makes the deliveries?

Our shipping partner is UPS, and all orders are provided with a tracking number and regular shipping updates.

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How long does the delivery take?

Please check estimated shipping times on the product pages.

For more details, see our Shipping and Payment terms.

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I need my items delivered sooner, do you offer express shipping?

If you need to place a rush order, please email us at brandnew@leicashop.com as soon as possible to confirm whether your timeline can be kept.

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Can deliveries be made to PO boxes?

We currently do not deliver to PO boxes, but we can organize a delivery to UPS Access Points.

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Can a delivery be made at a specific, chosen time?

At the moment we are not able to guarantee a timed delivery throug our online store, however, we can organize a timed delivery if you contact us before you order in our Online Store.

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Can orders made in the online store also be collected from Leica stores?

Orders from the Online Store can picked up in a Leica Store. Please just choose the shipping method "Store delivery" at the checkout. You may also use the "Reserve in Store" function to reserve a product and pay for it directly at pick up.

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Which countries do you deliver to?

The delivery is possible within our business area, to valid postal addresses and UPS Access Points.

Please contact us if you have questions regarding our delivery area.

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Returns

I ordered the wrong item, how do I cancel my order?

Orders can generally only be cancelled within the first few minutes of placing it. After that, cancelling orders will not always be possible and you may have to wait for the item to be shipped out to you in order to start the return process.

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I want to return an order. How do I proceed?

You have 14 days to return an order made online. All details about the return process can be found under links below. 

Returning an order

Cancellation policy

Sample withdrawal form

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Can I return my unwanted items from online orders in a Leica store?

You may return items you have purchased online in our Stores in Vienna, however, you will not be issued a refund until the item has been shipped back to our online store warehouse and its condition has been verified.

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Can I exchange an item I bought online?
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Warranty

What are warranty periods on your new items?

Unless stated otherwise, your items have below warranty periods from the date stated on your invoice. 

Cameras: 2 years
Lenses: 2 years
Accessories: 2 years

Binoculars: 10 years
Geovid Optics: 5 years | Electronic: 2 years
Rangemaster and Pinmaster: 2 years
Eyepieces: 10 years
Spotting Scopes: 10 years

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Can warranty claims from an online order also be made in a store?

Warranty claims on items purchased from our online store can be made at all Leica Stores worldwide for the warranty period of the item.

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Answer not found?
Use our contact form to ask us your question to the contact form