Frequently Asked Questions

1. Cameras condition

What are camera condition grades?

All the cameras that we offer in our shop are special and generally in an outstanding condition, unless otherwise is mentioned ion the description. Please note that most of the items in our online shop are vintage or historical cameras and certain traces of ageing are part of their condition. All cameras and lenses were carefully cleaned by us to remove dirt and dust while handling.

To give you more information about the cameras conditions we use the following grading system:

A: new, unused in original case
A/B: near mint, very light signs of wear
B: very good condition, with slight signs of wear
C: normal use and wear, some visible marks & scratches
D: heavy use and wear, possibly defective

The complete scale from A to D if the following:
A; A-; A/B; B/A; B+; B; B-; B/C; C/B; C+; C; C-; C/D; D/C; D

The grading classes are our professional opinion, based on decades of the experience in handling vintage cameras. They reflect the overall condition of the item and some minor defects might be not mentioned in the description. If you would like to get a detailed condition report of a certain camera, please contact us at shop@coelncameras.com

2. Price

What is included in the price listed for the camera?

The prices listed are in Euro as gross prices (incl. VAT). They include exactly what is listed in the description of the product: if there is a mention of a special case, a lens or an original package – it’s part of the item and you will receive it with your order. Shipping, handling and insurance are free of charge.

Does the price listed already include VAT?

All the prices listed include VAT.

VAT registered buyers from EU countries may have the VAT deducted automatically if they provide us in check-out with their VAT identification number. Please contact us if you have questions about taxes: shop@coelncameras.com. Buyers from non-EU countries may also have the VAT automatically deducted if the delivery will be to a non-EU country.

Buyers from non-EU countries may also have the VAT deducted if the delivery will be to a non-EU country.

3. Website, Purchasing & Returns

What happens after I place my order?

After your order is placed, you will receive a confirmation email on the email address you are registered with on our website. Please check your spam folder if you don’t see an order confirmation in your inbox. We will do our best to ship your order to you as fast as we can, but handling vintage cameras requires accuracy and can’t be done in a hurry. That’s why we reserve up to 5 business days to prepare your camera or lens for shipping. You’ll receive a tracking number for your order as soon as it's on the way to your shipping address.

Can I cancel my order if I changed my mind?

Please email us as soon as possible at shop@coelncameras.com

If your order has not yet been shipped – it is still possible to cancel the order. However, if the order has already been sent and you like to cancel it – you will have to pay the total cost of return shipping.

How can I change the content of my order?

To change your order we would need to cancel it first, so you can place a new order afterwards. To cancel an order please contact us at shop@coelncameras.com and mention your order number listed in the order confirmation email.

I am having technical difficulties placing my order. What can I do?

Please contact us at shop@coelncameras.com with a detailed description of the difficulties you’ve encountered.

Please include as much detail as possible (e.g. a screenshot), as well as the address you would like your item(s) to be shipped to. You can also contact us by phone and we’ll place an order for you.

I received my order, but I would like to return it. Is that possible?

All returns are possible only within 14 days after receipt of the order.

We will refund the full payment if we receive the items in the same condition as they were sent to you. The costs of the return shipping are the responsibility of the buyer. When you have received items you would like to return, please keep the original packaging and contact us at shop@coelncameras.com with your order number to organize the return of the goods. You can find more information about returns and refunds here.

4. Payment

What methods of payments can I use?

We accept the following payment methods: credit card payment and bank transfer.

In case of a bank transfer you will receive an email with an invoice which is due to be paid promptly after reception. Your item(s) will be shipped after reception of the full payment on our account.

If the full amount in euros (bank charges are to be borne by the buyer) has not been received on our account within 2 weeks, we can cancel the order and offer the item for sale again.

5. Shipping & Insurance

When will I receive my order?

We will do our best to ship your order to you as fast as we can, but handling vintage cameras requires accuracy and can’t be done in a hurry. That’s why we reserve up to 5 business days to prepare your camera or lens for shipping. Contact us at shop@coelncameras.com for delivery estimation, which may vary from order to order.

Once your camera(s)/lens(es) is shipped, we will send you a UPS, DHL or Mail tracking number for your shipping via email. It will be sent to the email address that was used to place the order.

Shipping time depends on geographical area of your delivery address.
We ship our orders with UPS, DHL or Mail Service depending on order and its destination. You’ll get you shipping estimation time in an email from the shipping company as soon as your order is sent.

Please note that customs, which vary country-to-country, can sometimes delay your shipment to areas outside the EU. 

What shipping method do you use?

We ship our orders with UPS, DHL or Mail Service. We reserve the right to choose the shipping method from the listed above depending on order and its destination.

To which countries do you ship?

We ship to any country to which UPS or DHL can deliver an order. Please note that orders shipped outside of the EU might be subject to regular customs duties and fees. Please find additional information on customs here.

How much will the shipping of my order cost?

We ship all our orders fully insured worldwide for free.

Is my order insured? Do I need to pay for the shipment insurance extra?

All our shipments are fully insured free of charge until delivered to the shipping address.

I missed the delivery and my order was sent back. What should I do?

Please contact the shipping company and us with your tracking number. If your package was unclaimed, the address you was incorrect or the shipping company couldn’t reach you in several attempts, a re-shipment fee will be applicable.

I think my package is lost. What should I do?

Please check the tracking number, which was mailed to you. Send all the information concerning your package to shop@coelncameras.com, we will do our best to locate your package. If the parcel is really lost, you'll be reimbursed by our insurance.

My order arrived damaged. What should I do?

All the products we ship are insured. All the claims must be made immediately after receiving your delivery; otherwise we won’t be able to claim the insurance. If your order arrives damaged, please keep all original packaging material for insurance purposes. Send us a detailed description of the damage including photos of the damages to shop@coelncameras.com and we'll contact you with further details. As all the objects in our online shop are unique, we can’t replace it and we will make a full reimbursement of your purchase. Please note that most of the items in our online shop are vintage objects and certain aging is part of their condition.

Still have questions about shipping?

Please contact us at shop@coelncameras.com.

6. Customs

Do I have to pay a customs fee on orders outside of the EU and if so how much will I have to pay?

All the items ordered from Coeln Cameras will be shipped from Austria. Imports to countries outside of EU may incur import duties, which is the responsibility of the buyer. Coeln Cameras is not responsible for and cannot offer specific advice on import and custom fees.