FAQs

Account:

I want to send my order to a different country from where I want to be invoiced, what should I do?

When you are placing your order, complete the billing and shipping address details as required.

I want to change some details about my account, what is the process?

Select the ‘My Account’ tab and all your account information will be displayed. You can then select to edit the information (email for login, password, default billing and shipping addresses) Please note that the account details will be updated for future orders and not current orders or order currently processing.

I can’t access my account, what can I do?

If you have lost your password, just click on the ‘Forgot Your Password’ link and an email will be sent to the e-mail address associated with your account detailing the procedure to create a new password.

If you have forgotten your email, please contact ricoh.support@luzernsolutions.com to help you reconfigure it. You will be asked some security questions about your account in order to verify your identity.

Payment:

What are the various payment solutions available?

We currently offer payment via Paypal account, and Braintree for credit card payments (Visa, MasterCard).

How are the payment secured?

The payment is secured via the protocol SSL certificate on Paypal. Braintree uses encryption protocols that ensure data confidentiality of your financial data and are subject to safety approvals required by international financial institutions Visa, MasterCard and American Express. Braintree supports 3D secure credit card transactions.

I am a company, can I pay without tax?

The site is dedicated to sell to end consumers so we do not offer the possibility to be charged without VAT. Our invoices show the details of product prices with and without VAT, so that you can declare it for tax purposes.

I am a company and I want to buy large quantities, can I get a special price?

In order to receive quotation for large quantities, please contact the local subsidiary or official distributor of your country directly. The list of these representatives is available on www.ricoh-imaging.eu

I made a payment, and I haven’t been charged yet, is my order still valid?

The fact that you haven’t been charged doesn’t mean that your order has been cancelled. You can follow the status of your order in the ‘My Account’ menu, by choosing the My Orders option.

I want an invoice with a different currency is it possible?

No. The invoice is set to the currency which is on the order, and so will be the one in which you are invoiced.

My order has been cancelled, what’s the reason?

The most probable reason is that your payment has been rejected. If you want more details, contact our service team at 0207-949-0059

Delivery:

My order is showing as shipped more than one week ago, and I haven’t received anything. What should I do?

You can follow the shipping of your order on the site of our delivery partner. You should have received an email with the tracking ID of your parcel. Please contact them in order to get more information on when your parcel will be delivered.

I have ordered but have received no tracking number?

Please check your junk/spam email folder. If you still do not find an email with tracking details, you can contact our service team at 0207-949-0059 or by completing this form.

What is the price of a delivery?

For local shipment the price for standard delivery is £5/€5 and free of charge for all orders over £39/€39. Express delivery is charged £10/€10.

For orders shipping to Denmark, Spain, Finland, Greece, Italy, Portugal and Sweden standard delivery is €10 and free of charge for all orders over €69. Express delivery is not offered to these countries.

Where can I follow my shipping?

As soon your order is dispatched, we send you an email with: the tracking ID of your parcel, the name of the delivery company and a link to their website so that you can track your parcel.

I have ordered but have received no tracking number?

Please check your junk/spam email folder. If you still do not find an email with tracking details, you can contact our service team at 0207-949-0059 or by completing this form.

What is the usual delivery time?

For ‘standard’ delivery the parcel is usually delivered within 3 to 5 days. For ‘Express’ delivery, the parcel should be received within 48 hours.

I haven’t received my order yet, can I change my delivery date?

We cannot amend the delivery. However, you can contact the transporter with your tracking number who may be able to help.

I have received my order but something is missing, what should I do?

Please contact our hotline at 0207-949-0059

I have received my order, but something doesn’t match with it, what should I do?

Please contact our hotline at 0207-949-0059

I have received my order but something is damaged, what should I do?

Please contact our hotline at 0207-949-0059

I received my order after the estimated date, what can I do?

The delivery delay estimated after you order has been dispatch is under the responsibility of our delivery company, please contact them at 08457-877-877

Documents:

I need a duplicate of my invoice, what can I do?

For a copy of your invoice you will need to contact customer care at: ricoh.support@luzernsolutions.com

I lost my warranty; can I get a copy of it?

We cannot issue a copy of your warranty. However, your warranty will still work with a copy of your invoice. (To get a copy of your invoice, refer to the above question)

I lost my user guides, where can I get a copy?

To get a copy of your user guide, you will need to go to www.ricoh-imaging.eu, and from the Support menu choose ‘Downloads’. From the page displayed either search for your product by name, or choose the brand it belongs to and follow the steps until your product is displayed. When you see your product, click on the ‘View Product Assets’ link and a page will be displayed with all of the available downloads for the product.

To access the manual expand the ‘Operating Manuals’ section and simply choose the user guide that matches with your device in the language you wish, and it should open in a new tab.

Products:

My camera is not working anymore, what should I do?

Please contact our hotline at 0207 949 0059

What is the standard warranty duration?

All products sold on the PENTAX RICOH online store are guaranteed for an initial period of 2 years following the date of invoice.

Some binoculars have a warranty of 30 years – please refer to the After Sales & Warranty page for the details.

What is the Refurbished products warranty duration?

Some products, whose item code ends with "_b" and are identified as a "refurbished" product, are guaranteed for a period of 6 months from the date invoice.

What is meant by ‘Refurbished’?

Refurbished products are used products that have been restored and tested to ‘like-new’ working condition.

I have some difficulties using my items even after reading the user guide; do you have any specific assistance?

To get assistance regarding your product functionality you can reach our hotline by dialling 0207 949 0059

Where can I download new firmware, updates etc. for my device?

To access firmware or update files you will need to go to www.ricoh-imaging.eu, and from the Support menu choose ‘Downloads’. From the page displayed either search for your product by name, or choose the brand it belongs to and follow the steps until your product is displayed. When you see your product, click on the ‘View Product Assets’ link and page will be displayed with all of the available downloads for the product.

To access firmware expand the ‘Firmware’ section and choose the required file.

How to contact technical assistance?

You can reach the technical assistance team through our hotline by dialling 0207 949 0059

Order tracking and others questions:

What are the conditions if I want to return my order?

For a cancellation within 14 days after the delivery date, you can email us and return to product to receive a refund. After 14 days we will not accept the return of a product.

I want to return my order, what should I do?

If you want to return items purchased on our website you have 14 days from the delivery date to return it. See more details on the Shipping & Returns page.

What is the time limit in order to ask for a refund or exchange?

The time limit for a refund or an exchange is 14 days after the delivery date.

Where can I follow the processing of my order?

Inside the ‘My Account’ section of the website. You can follow your order status by clicking on ‘My orders’

I have an order in process can I cancel it?

If your order is in progress you cannot cancel it, you will need to collect it and ask for a return.

I have an order in process but there is an error, what can I do?

Please contact our hotline at 0207-949-0059