Order Support

Out of stock products

If a product is out of stock it will usually be back in stock within 5-10 working days. If it is out of stock for longer then it is either being reformulated (if the product is a resin) or there is a back order whereby some items may be available to order when stock is currently not available. Out of production items will not be visible in our webstore. If you have any questions regarding out of stock products please fill out an enquiry form and our customer service team will contact you back.

Delivery address unavailable

Although our webstores do include a vast selection of locations from across the world there are some that might be missing. If you cannot find your specific location in our webstore please fill out an enquiry form and our customer service team will contact you back.

Note for customers in North America please visit our dedicated store below;

Delivery prices too high

Our webstore uses a UPS delivery calculator that works out the cost of your delivery based on the weight and dimensions of the items you’ve selected. If this price is significant then this is likely due to the products you’ve ordered or the destination you are wanting this delivered to. For simpler and easier buying, please check our distributors list to see if we have a distributor in your area. (Applies to our 3D product range only)

When will I receive my order?

Your estimated day of despatch is calculated based on the products you’ve selected and the time they take to get ready. Your despatch date is estimated to take between 5-10 working days from placing your order, we aim to inform you should there be any changes or delays. Once despatched your products will arrive in the time frame as specified on your selected method of shipping on checkout.

You can also view the status of your order by logging into your online account.

How do I know my order has been successful?

Once your order has been placed you will receive an email notification from Photocentric confirming your order details and that your order is processing. You can view your order status at any time by logging into your online account and going to orders.

Current status of order?

You can track the current status of your order by logging into your online account and going to Orders. You will also receive a tracking link once your order is despatched which you can use to check the status of your order.

Can I change / add to my order?

So long as your order has not been despatched then it can still be amended or have items added to it. Please fill out an enquiry form with the changes you would like to make to your order. A member from our customer service team will contact you back to let you know if this is possible. 

I want to cancel my order

If your order has not yet shipped, you can request to cancel your order via your online account. If you order has already been despatched then you will need to wait until this has been delivered before a return can be processed. Please follow the advice in our Terms and Conditions to process this return. Please note that you may be liable for a return transportation charge.

I have not received order acknowledgement

Please make sure that the email address provided is correct and that the email has not been directed to your spam / junk folder. If this is correct and you are still awaiting contact please fill an enquiry form and our customer service team will contact you back.

Part or all of my order is missing

If an individual item is missing, please first check all parcels thoroughly. If your whole order is yet to arrive, use your tracking number provided on despatch to check the status of your order. If the status is showing arrived but your order has not, please fill out an enquiry form and we will be in touch.

I have purchased a downloadable product but haven’t received the files

If you do not receive the download files via email then you can pick up the files in your account by logging in and going to Downloads. Alternatively the latest version of the software can always be found on our support pages. Your license number will be emailed separately after purchase.

I want to return my order

Quality and customer satisfaction is of the utmost importance to us. In the unlikely event you want to return an item please refer to our Returns Policy

How do I update my details on my account?

You can update your account details at any time. Simply login to your account and go to the Account Details section. Here you can change your name, email address and password. You can also change your billing and shipping address under the Addresses section. A vat number can also be set up (if applicable) through your account.

My VAT number is not working?

Your VAT Number needs to be entered into the VAT number field with the country code and number as one e.g GBXXXXXXXXX. It is your responsibility to ensure that your VAT number has been registered and activated for intra-EU transactions (where appropriate). In the event that the VAT number provided is not valid for intra-EU transactions, Photocentric Ltd may be required to charge VAT at the appropriate current rate which will result in an additional charge and may delay your order. 

Haven’t found the answer you are looking for?

If you haven’t found the answer to your problem then please contact us by filling out an enquiry form.