Coronavirus COVID-19 – How our services are affected

Covid 19

In order to safeguard our staff, Castle Cameras has had to make significant changes to the way we work.  Much of our work involves face-to-face contact with our customers which it is not possible to deliver at this time.   

Due to the financial impact and operational constraints that we are all experiencing as a result of the Coronavirus, a number of Castle Camera staff have been furloughed in accordance with the government’s Coronavirus Job Retention Scheme.  
Graham continues to work from home.  Luke, Racheal and Brian are covering enquiry emails, on-line orders and phone enquiries.
 
Please bear with us if our normal efficient service is not at its usual level.
All orders with the courier delivery option selected must be with us by 1pm for despatch.
 
Please see below for details of how our services are impacted:

  • Our Shops in Bournemouth and Salisbury are closed until further notice. 
  • Our Online Service continues to operate, including our Customer Service team, who are available on email.  We are operating with a skeleton team so please be patient if we don't respond to your enquiry immediately. Someone will be back in touch with you soon.
  • We are aiming to process Online orders received by 1pm on a next day basis, yet we cannot guarantee this and possible delivery delays should be expected. We will provide regular updates about your order.
  • Film processing and media conversion services including VHS/8mm to DVD are suspended until further notice.
  • Warranty Repair Services provided by a number of manufacturers have been halted and no new repairs are currently being accepted. We now have partnered with Fixation who can offer warranty repairs for Canon, Nikon, Sony and Tamron. If do you send something to them for a warranty repair, please ensure you include your proof of purchase.
  • Events.  All scheduled events including the Spring Shoot are now postponed until further notice. Tickets have been refunded in full. 
     
You can reach us by email or by our social media channels: 

 

We will try our hardest to offer you the same excellent service you are familiar with during these challenging times. 
 
Stay Safe x 
 

Frequently asked questions during the Covid-19 lockdown

 

Will your stores remain open?

Our shops are closed, but you can still shop with us online .

Can I still collect my order in store?

No, as our shops are now closed to the public, it is no longer possible to collect orders in store. 

This delivery option has been removed from the checkout.

Can I still place an order on-line for delivery?

Yes. Orders are currently being shipped from Bournemouth for delivery as normal in accordance with HM Government guidelines.

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 this type of virus cannot survive for any length of time 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 delivery be affected in any way?

We are currently shipping all parcels on a next day service, with the majority still being received on time. However, the couriers are experiencing high demand for services and as such have removed next day guarantees. Orders not received next day are being received within 2-3 days.

Will your phones be answered?

The Bournemouth shop line, 01202 526606 is currently manned between 10am to 3pm. Monday to Friday – we are letting Racheal have Saturday and Sunday off.

Can I still place orders over the phone?

No, we are unable to accept this service, but if you have a problem placing an order, do try phoning to see what the problem is.