FAQs

Q: My delivery address is in Hong Kong — how do I receive my order after checkout?

A: We offer two convenient delivery options.

• SF Express: Shipping fee starts at HK$30, with free delivery on orders over HK$500. Orders placed before 12:00 noon (Monday to Friday, excluding public holidays) are dispatched the same day. Estimated delivery is 1 to 3 business days.
• In-Store Pickup: You can collect your order for free at our Kwun Tong store (Flat E, 12/F, World Tech Centre, 95 How Ming Street) or our Causeway Bay store (Shop 516–517, 5/F, Hysan Place, 500 Hennessy Road). Please collect your items within 3 months of receiving the notification, as uncollected items will not be held after this period.

Q: Do you ship outside of Hong Kong?

A: Yes, we ship internationally. We offer delivery to Macau via SF Express for HK$40 (2–4 business days) and to Taiwan via HongKong Post for HK$70 (4–7 business days). International express courier delivery is also available starting from HK$120, taking approximately 7–14 business days depending on your region.

Q: What should I do if I receive a damaged or incorrect item?

A: Please take photos of the item and contact us via WhatsApp or phone within 3 days of receiving your order. We offer two resolution options:

• Ship the item back using SF Express cash-on-delivery (PandaCamera will cover all return and re-delivery shipping costs).
• Arrange an appointment with us to return or exchange the item at either of our stores.

Please refer to our Refund Policy for full details.

Q: What payment methods do you accept?

A: We accept a wide range of payment options for your convenience. These include Cash, Octopus Card, PayMe, FPS, Alipay, WeChat Pay, XPay, Apple Pay, Google Pay, VISA, Mastercard, and EPS. Please note that UnionPay and American Express cards are not accepted.

Q: Is there a surcharge for credit card payments?

A: No, there are no additional surcharges for credit card payments. Please refer to our Terms of Service for full details.

Q: Do cameras come with a warranty?

A: Yes, most cameras purchased at PandaCamera come with a 1-month warranty. Please retain your purchase receipt as proof of warranty. Warranty periods may vary slightly by brand, so please feel free to ask our in-store staff for details before purchasing.

Q: What if my camera develops an issue after purchase?

A: If your camera was purchased at PandaCamera and is still within the warranty period, we will arrange a free repair service. If the warranty has expired, paid repair services are available. Your item will be handled by a professional repair centre, and our staff will advise you on the estimated timeline and cost.

Q: Do you offer a camera rental service?

A: Yes, we offer a camera rental service with flexible terms to suit your needs:

• A refundable deposit equivalent to the retail price of the camera is collected at the time of rental.
• Rental fee is HK$50 per camera, per day.
• Rental periods range from 1 to 30 days.

To rent a camera, please visit us in-store to browse available models and complete a rental agreement form. Your deposit is collected at the start of the rental period and a receipt will be issued. Rental fees are collected upon return of the camera.

Q:Which camera models are available to rent?

A: Please browse our available rental cameras on our Camera Rental page. If the model you are looking for is not listed, feel free to ask our in-store staff — we are happy to help.

Q: What happens if the camera is damaged during the rental period?

A: Before your rental begins, our staff will inspect the camera with you to confirm its condition. Both parties will verify and agree on the camera's condition before the rental commences.

• If the camera is damaged during the rental period due to customer use, please notify us as soon as possible. Our staff will assess the situation and advise on the applicable compensation amount.
• If you find the camera does not meet your expectations, you are welcome to return it early. Please note that rental fees are non-refundable in this case.
  

Q: Do you offer a camera consignment service?

A: Yes, we offer a camera consignment service for those looking to sell their pre-owned cameras. As in-store space is limited and all items require inspection, we recommend completing the process in advance to avoid delays:

• Complete the online application form and upload clear photos or a video of your item. Please ensure the serial number is visible. Cameras require six-sided photos; lenses require front, side, and rear shots.
• We will review your submission and notify you as soon as possible on whether your item has been accepted.

Visit our Camera Consignment page for full guidelines and eligibility details.

Q: I am not sure how to price my item — can you help?

A: Absolutely. Our team will provide a recommended price based on your item's condition, brand, model, and current market prices across major platforms. If you already have a price in mind, you are also welcome to let our staff know directly. We charge a 10% sales commission upon a successful sale. A minimum commission of HK$200 applies if 10% of the sale price falls below this amount.

Q: What if my item does not sell for a long time? Can I adjust the price?

A: Yes, price adjustments are always welcome. Our team will proactively reach out every 60 days to check on your item and discuss whether a price adjustment would be helpful. If your item remains unsold after 120 days, PandaCamera will contact you by phone or WhatsApp to arrange collection. Please note that PandaCamera reserves the right to manage the item at our discretion without further notice if we do not receive a response within 30 days of that notification.

Q: Can I withdraw my item after submitting a consignment application?

A: Yes, you can withdraw your item at any time. Please note the following:

• A HK$50 handling fee applies if you withdraw your item within 30 days of submission.
• No handling fee is charged if your item has been consigned for more than 30 days.

For full details, please visit our Camera Consignment page or speak to our in-store staff.

Q: Why do my photos look dark or grainy?

A: This is usually caused by underexposure during shooting. Our staff will do their best to brighten the exposure during scanning, but image clarity cannot always be fully recovered. If you frequently shoot in low-light conditions, we recommend:

• Use your camera's built-in flash.
• Choosing a higher ISO film to improve light sensitivity.

Q: Why do some of my photos look overexposed or have a red tint?

A: This is most likely caused by light leaks in your camera. Common causes include:

• Deteriorated foam seals around the camera back.
• Physical damage to the camera body creating gaps.
• Opening the camera back before the film has been fully rewound.
• Using bulk-loaded or reused film cartridges.

If the issue persists, you are welcome to bring your camera in-store for our staff to inspect.

Q: Why do my photos have wave patterns or crease marks?

A: Wave patterns are most commonly caused by airport X-ray scanners. We recommend using an X-ray protective bag when travelling, or requesting a manual inspection at security. Crease marks are typically caused by improper handling during film loading, advancing, or rewinding.

Q: Why do my photos have spots or colour shifts?

A: This is commonly caused by:

• Using expired film.
• Storing film in a humid or high-temperature environment.
• Film coming into contact with liquid.

Our staff will photograph the condition of your negatives during scanning and notify you with recommendations.

Q: Why are there horizontal lines across my photos?

A: If the lines appear soft, white or pinkish, and occur across multiple frames, this is likely caused by dust inside the scanning machine — please ask our staff to rescan your film at no extra charge. If the lines are sharp and dark, they are more likely film scratches, often caused by wear inside the camera's film chamber. You are welcome to bring your camera in-store for a check.

Q: Why do my photos appear doubled or overlapping?

A: This is a double exposure issue, which occurs when the same section of film is exposed to light more than once. Common causes include:

• A faulty shutter curtain.
• Incorrect film advancing technique.
• Reusing a previously exposed roll of film.

Q: Why are there hairs or dust spots on my photos?

A: This is usually caused by debris on the lens or inside the film chamber. We recommend regularly cleaning your camera and lens with a lens cloth or air blower to keep the optics and interior free from dust and particles. Browse our cleaning accessories to find the right tools.

Q: Why did I receive more or fewer than 36 photos from a 36-exposure roll?

A: If you received fewer photos, some frames may have been too underexposed for the scanner to detect and were therefore skipped. If you received a few extra shots — typically 2 to 3 more — this is completely normal. Some brands, such as Kodak, include additional film length as a buffer, allowing you to capture slightly more frames than the stated roll capacity.

Q: How can I learn how to use my camera?

A: You can browse YouTube for beginner-friendly tutorials covering basic camera operation and settings. We also recommend following PandaCamera on our social media channels, where we announce photography workshops held from time to time. Alternatively, you are always welcome to bring your camera in-store — our staff are happy to walk you through the controls and share practical shooting tips in person.

Q: My camera feels stuck when rewinding or advancing the film — what should I do?

A: Please do not force the rewind lever or open the camera back, as this may cause light leaks or damage to the camera body. We recommend bringing your camera to any PandaCamera store, where our staff can safely inspect the film chamber using a dark bag to assess the situation and assist you without risking your film or camera.

Q: Do I need to make an appointment for an ID or passport photo?

A: We recommend booking in advance by phone or WhatsApp to secure your preferred time slot. Here is everything you need to know:

• Available at both our Causeway Bay and Kwun Tong stores.
• The session takes approximately 15 minutes, and your photos will be ready within 24 hours. Same-day collection may be available in some cases.
• Photos are shot using Hasselblad or Fujifilm digital cameras, ensuring natural skin tones and exceptional image quality. Light retouching is applied after each session.
• We will notify you when your photos are ready for collection.

Our pricing options are as follows:

• Standard (all countries except Canada): HK$98 for 8 printed photos or a digital file (choose one); add HK$30 to receive both.
• Canada passport photos: HK$150 for 8 printed photos or a digital file (choose one); add HK$30 to receive both.

Please note that this service is not available for Home Return Permits (回鄉證) or school photos for children under 5 years old. We apologise for any inconvenience.

For full details, please visit our ID & Passport Photo Service page.

Q: How much does photo printing cost?

A: Our photo printing prices are as follows:

• 2R and 3R: HK$5 per print
• 4R: HK$3 per print
• 6R: HK$5 per print
• 8R: HK$15 per print

Please note that a minimum order value of HK$20 applies. If your total falls below HK$20, it will be charged at HK$20.

Q: What equipment and paper do you use for printing?

A: We use professional-grade printing machines to ensure consistent, high-quality output. All prints are produced on SureLab Photo Paper Gloss, which delivers vibrant colours and a smooth finish suitable for everyday photos.

Q: How do I send my files for printing?

A: If your photos were developed and scanned at PandaCamera, simply send us a WhatsApp message stating the print size and quantity you need. Payment can be made online via FPS, PayMe, Alipay, or WeChat Pay. Once your order is ready, we will notify you on WhatsApp — you can then collect your prints and negatives together at the store by showing your receipt.

Q: Can I print photos that were not developed at PandaCamera?

A: Absolutely. Simply bring your SD card or USB drive to the store and hand it to our staff. We will confirm the sizes and quantities with you on the spot. Your prints will be ready within 1–2 business days, with same-day collection available in some cases.

Q: What if I cannot visit the store in person?

A: You can create a Google Drive folder, upload your photos, and share the link with us via WhatsApp. Alternatively, you can place your order directly through our self-service Photo Printing page at your convenience.