Coronavirus information for our customers

In light of the current public-health crisis, we would like to assure you that we are doing all we can to maintain the safety of our customers and colleagues across the UK. As the situation develops and official advice is amended, we will keep this page updated.

If you have any concerns not covered by the FAQs below or any general questions, please get in touch with our customer service team. All contact details are available here. We appreciate your continued support.


Operational status

Please see the below table for the current operational status of all of our services and sites nationally.

Service / Store Status
Deliveries   
Contact Centre  
B2B Sales  
Stores   Open as usual in Scotland and Northern Ireland. Limited service available at stores in England from the 5th November and in Glasgow from 21st November.
Click and Collect   Available at all stores
Trade-in service  
Rental Service   
Repair Service   
Events  


FAQs


Are your stores open?

Our Scotland and Northern Ireland stores remain open as usual, however from the 5th November our stores in England will only be open for pre-arranged order collection, trade-ins or returning an item. From the 5th we will not be permitted to take any orders in store in England, please call ahead before traveling.

Can I collect my order in store?

Collect-in-store is available at all stores.


Stores in Edinburgh and Belfast are open - with your safety as our priority


Update: From Saturday 21st November, Wex Photo Video Glasgow will be remaining open to provide a click and collect service, as well as trade-in drop off and rental collections. With new opening hours, 10am to 4pm, Monday to Saturday. On the 20th November, Glasgow will be open as usual with extended hours to 6pm. 


While all in-store services such as sensor cleaning and trade-in will be available as a 24-hour service, there are some changes to the way the store operates, including a one-to-one policy that means you will receive a high level of assistance with minimal contact.

When visiting the store, please do not come in groups and in line with guidance from Public Health Agency Northern Ireland and Health Protection Scotland, face coverings are required. For those purchasing in store, card payments are preferred.


Hand sanitiser stations are available in store
All colleagues and customers to wear a face covering
All colleagues and customers to wear a face covering

Customers will be directed to a safe area until a colleague becomes free

All products are cleaned after handling

Social distancing floor markers are in place

Card and contactless payments preferred



Stores in England and Glasgow are able to offer limited services 

While our stores across England and in Glasgow must be closed, we are still able to offer a click-and-collect service. Just order online or give us a call, then pick up your gear at the store1. When visiting during lockdown, please be aware of the following measures:

Safe collection

We will ensure there is minimal contact between customers and staff when transferring goods.

Remain in your car

If you prefer, you can remain in your car when collecting your goods. Just give us a call with your order details and vehicle registration, then we will bring your gear straight to you - we can even place the item directly in your boot to avoid contact.

Alongside click-and-collect, we are still operating an in-store trade-in service as well as offering Rental collections. For more information on how to trade in your equipment, please contact out trade-in team.

Please see below for the other services we're currently able to offer:

  England & Glasgow Northern Ireland Edinburgh
1-1.jpg
1 to 1 Sales
clickcollect.jpg
Click and Collect
1
rental.jpg
Rental Collection
1
repair.jpg
Repair Drop-off
2
sensor-clean.jpg
Sensor Cleaning
trade-in.jpg
Trade-in Drop-off
3
SetUp.jpg
Camera Setup
Phone.jpg
Ordering by Phone or Email
Camera.jpg
Returns
4
  1. Only travel to the store when you have confirmation that your order or rental is ready for collection. Bring valid ID or your payment card and present it when collecting.
  2. Only travel to the store with your item for Fixation drop-off when you have contacted the store to arrange the repair in advance.
  3. Only travel to the store when you have filled in the online trade-in form and have arranged the trade-in. Only bring with you the items on your trade-in order, we will not be able to accept any additional items.
  4. Returns must be pre-arranged with either the store or our online team.

Visit the store finder page for store contact details.

Can I place an order online for delivery?

Yes. Orders are being shipped from our warehouse for delivery as normal.

Can I still receive delivery of my order?

Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

Will your contact centre stay open?

Yes, our main contact centre will remain open. Most of our contact centre team are working remotely and dealing with your calls, emails, Live Chats etc from the safety of their homes.

Can I still place orders over the phone?

Yes, we are accepting orders over the phone as normal.