We're Moving! 🚚 Returns, Collections & More Info
PiXAPRO/EssentialPhoto & Video is moving offices and warehouses this Summer! We're very excited to be expanding to a larger location as the company grows with new staff and more product ranges!
Find out more about our new location, open dates and how this might impact returns, warranties and walk-in customer visits below.
Updated 22nd August.
The Exciting Bit
We're excited to be moving to a new, larger location with larger offices, a larger warehouse, and more space for hosting walk-in customers in our showroom area!
We're expecting to be moving to our new offices at the very beginning of August, so please bear with us over the next few weeks while we get the new offices set up and our processes updated! (more info below)
Our old address at Unit 5, Sterling Park, Brierley Hill, DY5 1TB is now no longer in use, but don't worry! For local and walk-in customers, we won't be moving far.
Our new address is 48 Brick Kiln Street, Brierley Hill, DY5 1JG.
Yep, that's just around the corner, so you won't have much further to travel to find us!
We're looking forward to sharing some photos of the new location when renovations are completed and address on our website and Google address are now updated so you won't accidentally visit the wrong location.
Please be aware that we have now updated all address and return notices with the new address and location. We unfortunately will not be liable for any returns packages that are dispatched and delivered to our old Sterling Park address due to this.
Orders & Customer Support
Open hours will be remaining the same when we move, and we're aiming for minimal disruption with orders and customer support from our team during the move, in the hopes of maintaining usual service. Orders can be placed as usual, and our team will remain available for assistance, but please be aware that some delays may be out of our hands!
Our telephone landline number will be remaining the same, as will all of our other contact details. We are having some trouble with our telephone lines at the moment due to being on a temporary redirect, so if you can't get through, please email us at info@essentialphoto.co.uk.
Returns, Warranties and Repairs
Our returns department is now back open!
However, please note we may still experience a slight delay in our normal 14-day turn around period while we work through the backlog. We are working as quickly as we can to ensure speedy resolutions for all of our customers. Any cases which require immediate resolution will be dealt with in the quickest possible manner, but if you have an outstanding case of more than 10 working days please kindly drop us a follow up email so we can check on the current status of your return and provide a more accurate turnaround estimate.
We deeply appreciate everyone's continued patience during this time!
Repairs
Our repairs department remains closed temporarily, though you are still welcome to enquire about repairs information with our team.
Please be assured our team will do everything they can to clear existing returns and repairs cases before the move, but there may be delays in responses during this time as well.
Walk-In Customers
We are still unable to invite walk-in customers or collections while renovations are active and our showroom isn't prepared, so please be aware that you won't be able to drop by to speak to our advisors or view products during this time to comply with health and safety concerns. However, advisors will remain accessible via telephone and email during open hours as usual.
We're excited to say that we will have a new, larger showroom studio space incoming in the new location when renovations are completed! Keep an eye out for more information!
Any Questions?
Get in touch with our team at info@essentialphoto.co.uk with any other questions you might have about our new location or returns, orders and policies during this time. We'd like to thank everyone in advance for your patience while we move and we're very excited to show you all the new location when it's ready!
*Please note, the delay estimations in this article are estimates only. While our team will do their best to ensure all orders and cases are resolved with minimal disruption, we greatly appreciate your patience and understanding while we get settled in the new location. Thank you!
