FAQ

Who is PhotoQueen?
Britta Hahnebeck, founder of PhotoQueen in 2010, manages her venture with passion and creativity. Here you can read more about us.

How can I contact PhotoQueen? The easiest way to get in touch is by filling in our contact sheet under contact. Alternatively send us an email adressed to contact(at)photoqueen.de. In both cases we will always do our best to reply as quickly as possible. If you prefer more personal contact, then phone us: +49 4260 9999 800 (Mon-Fri from 10:00 - 15:00).

How can I return my goods to PhotoQueen? Do you wish to return your camera bag to us? No problem! You have the right to return your purchase within 14 days of receipt. For purchases within Germany we enclose a return slip. Simply stick the return slip onto a well-sealed box and drop it off at a Deutsche Post. For orders outside of Germany, please send the goods to our warehouse:

PhotoQueen Returns Department
℅ Erler + Pless Logistik
Holstenhofweg 45
22043 Hamburg

Kindly also refer to our Right of Withdrawal as well as our General Terms and Conditions.

How do I get my money back after I have returned my goods? Provided the returned goods are in a saleable condition and they have been returned to us within 14 days of receipt, refunds will be credited to your original method of payment as quickly as possible.

Does PhotoQueen ship worldwide? Yes, we ship worldwide. Shipping destinations within the EU and Switzerland can be selected from the list in our online shop. In this case shipping costs will be calculated and shown automatically. For non-listed destinations, please e-mail us for your individual quote: contact(at)photoqueen.de. 

Do Swiss customers pay duties, and what about German VAT? German VAT does not apply when delivered to non-EU destinations. Unfortunately deliveries to Swiss destinations require the payment of Swiss duties as well as import tax (Einfuhrumsatzsteuer 8%). Please contact the Swiss customs authorities for the latest applicable requirements before placing an order.

Do I have to pay customs and tax if I buy directly form the manufacturer? Whoever wishes to order directly from the manufacturer can, but must bear the following in mind: your parcel must always be collected personally from the customs authorities. You will also be liable for any customs/import duty, quotas, permits, product restrictions and other local requirements. These charges must be paid by the recipient of the parcel. Customs policies vary widely from country to country, therefore you are advised to check the latest applicable local requirements in your country before placing an order. 

Can I pre-order a bag that is not in stock? Yes, we offer you this option under “Stock Alert”.  As soon as your desired bag is in stock, you will be informed per email automatically . Kindly contact us at contact(at)photoqueen.de if you wish to enquire about specific delivery times, or if you want to place a binding pre-order in order to reserve a bag.

Which bag models can accomodate a laptop? We offer a wide range of camera bags, including those accomodating laptops. To help you find them quickly, use the search tool – simply go to “Type” and select “Laptop” to show results. The laptop sizes can be found in the detailed descriptions of each bag.

What are the XL-sized bags most suitable for? Very large bags like the Libby or Juju are perfect go-to bags – ideal for transporting equipment to shoots and/or for travel. They are not ideal to carry on long photo tours because of their large sizes.

 
Gift Vouchers and Promotion Coupons 
 

Can I order gift vouchers online?

Under “vouchers” you can order in 2 easy steps:

1. Select preferred motif
2. Select the voucher value in Euros and fill out the “for” and “from” space; you have the additional option of writing a personal message. Your inputs are instantly recognizable in a preview at the bottom of the page. 

Place the voucher in the shopping basket and follow the payment instructions.

Will I receive a gift voucher per post?

No, but once you have placed your order and paid, you can print the voucher and your voucher code. You will also receive a link per email which enables you to access your voucher and print it out. This offers two advantages: 

1. You save delivery costs
2. You can print your voucher without delay i.e. you can order last-minute, and still provide your loved one with a wonderful birthday or Christmas gift!

How do I redeem my gift voucher?
Simple. You choose your desired camera bag, place it in the shopping basket, and begin the payment process.  During the payment process, you will notice a space in the bottom left area of the page in which you can enter your voucher code. The value of the voucher will then automatically be credited to the purchase price of your goods. Note that vouchers can neither be redeemed after completion oft he purchasing process, nor exchanged for cash. Interest will not be paid.

What happens if I don’t redeem the entire voucher when I purchase goods?
Don’t worry, the balance will not be lost! You will receive an email with a new voucher code reflecting the balance.

Can gift vouchers expire?
Vouchers have a 3 year expiry date from the date of purchase. It is important that you save the voucher code i.e. do not delete the email containing the voucher code until you have fully redeemed the voucher.

Cancellation of a gift voucher
A cancellation of a gift voucher is only possible if it has not been redeemed. Vouchers are “redeemed” as soon as they have been used to purchase goods.

How do I redeem a promotion coupon?
Promotion coupons are vouchers which you cannot purchase from us. Typically they are offered by PhotoQueen in the context of a promotional campaign and are valid for a limited time only. Only one coupon can be redeemed per purchase, and may only be applicable to a selection of models and/or brands.

Note that promotion coupons can neither be redeemed after completion of the purchasing process, nor exchanged for cash. Interest will not be paid.

Multiple promotion coupons cannot be combined.

Promotion coupons will not be refunded if goods are returned, either in part or as a whole, as long as they were part of a promotion campaign and/or not paid for by the customer.