Help Centre - Find Answers to Frequently Asked Questions | Nikon Cameras, Lenses & AccessoriesHelp Centre - Find Answers to Frequently Asked Questions | Nikon Cameras, Lenses & Accessories
Order Enquiries
For orders/purchases related queries:
store.nau@nikon.com
Service Enquiries
For service or repairs enquiries:
service.nau@nikon.com
Healthcare Enquiries
For healthcare product enquiries:
healthcare.nau@nikon.com
Rental Enquiries
For rental enquiries:
rentals.nau@nikon.com

FAQs

What are the benefits of becoming a member?

Becoming a My Nikon Life member offers a range of benefits designed to enhance your photography experience. Members enjoy an additional year of warranty on registered products, gain access to exclusive offers and educational resources, and are the first to hear about new product launches and firmware updates. For more detailed information on the benefits and how to join, please visit the My Nikon Life section on the Nikon Australia website.

How do I register for My Nikon Life?

To register for a My Nikon Life account, hover over MEMBERS in the main navigation bar, click "My Account" under My Nikon Life, click "Create Account", and follow the prompts.

How do I login to My Nikon Life

To log in to My Nikon Life, hover over MEMBERS in the main navigation bar, click "My Account" under My Nikon Life and enter your credentials to sign in.

How do I reset my password?

If you forget your password, go to the My Nikon Life login page and click "FORGOT YOUR PASSWORD?". You will be asked for your email address so your login credentials can be reset, and the new login instructions will be emailed to you.

Can I change my email address for my account?

Due to system restrictions, you won’t be able to change the associated email address to your My Nikon Life account through your account information. Please reach out to service.nau@nikon.com to request any account changes.

How to update your details and preferences

You can edit your personal details when you log in to MY ACCOUNT. Simply enter the new information in the relevant fields and click SAVE CHANGES.

How to search for products?

There are two ways to find products and information in our store:

  • Search: You can search for products by typing a term relating to the product into the SEARCH bar located in the top header of every page.
  • Browse our product catalogue: hover over the product categories within SHOP in the main navigation bar. Each subcategory links to a product listing page, where you can refine your searches.
How to check if a product is in stock?

A product's availability is indicated as:

  • In stock: the product is available to order and can be delivered.
  • Out of stock: if the product is out of stock, you will be able to place a backorder which will be shipped out to you as soon as it's back in stock.
Can I cancel my order?

Yes, you can cancel your order as long as they have not been shipped from our warehouse. Please contact our Customer Service team via email store.nau@nikon.com. You can also reply to your order confirmation to update your order.

Will my payment be called if the order is cancelled?

If your order can be successfully cancelled, our customer service team will send a cancel request to our payment provider to reverse your payment in full.

Can I modify an order after payment has been made?

Your order can be modified as long as the order has not been shipped from our warehouse. Orders are shipped within 48-72 hours from payment confirmation.

Please contact our Customer Service team via email store.nau@nikon.com for assistance in modifying your order. They can help to modify your order:

  • If you want to add new items to an order or increase the quantity of an existing order line item.
  • If you want to remove an item from an order or reduce quantities on existing order line items.
  • If you want to modify personal details or change the delivery address.
  • If you want to change the delivery address.

We will do our best to accommodate your request. Please note that once an order has been dispatched, it cannot be modified.

Can I make an order for my friend/family?

Absolutely! When placing an order, simply enter your friend or family member's shipping address in the delivery details section. You can also add a special message during checkout if you would like to include a personal note. Please ensure the billing address matches the details of the payment method used.

When will an item be back in stock?

Item availability can vary, and we strive to restock popular items as quickly as possible. If an item you are interested in is out of stock, we recommend checking the product page frequently for stock updates. Alternatively, you can contact our Customer Service team via email store.nau@nikon.com for further assistance and estimated restock dates.

What is the Return Policy?

You have 14 days to return an order once you have received it. Please visit our Returns Policy for more information.

What is the procedure for processing returns?

All returned products are checked to ensure that no parts or accessories are missing. If the check is successful, and the return is accepted by Nikon Australia, our customer service team will contact you in order to refund your payment. If you return goods that do not meet the conditions outlined in our Returns Policy, they will not be accepted and will immediately be sent back.

Is there anything that cannot be returned?

Software, downloadable products, and gift cards are non-returnable. Customised products and items marked as final sale are also not eligible for return. For a complete list of non-returnable items, please refer to our Returns Policy.

Can I get a refund if the items ordered were on sale?

Yes, items purchased on sale can be refunded, provided they meet our return conditions. The refund will be processed based on the sale price paid at the time of purchase. Please ensure the items are returned in their original condition and packaging.

Do you offer exchanges?

Yes, we offer exchanges for items that are in their original condition and packaging. If you wish to exchange an item, please contact our Customer Service team via email orders.nau@nikon.com to arrange the exchange. Note that exchanges are subject to product availability.

What payment methods are accepted?

We accept the following payment methods:

  • Credit Card: Master Card, Visa, AMEX and Paypal.
  • Buy Now, Pay Later options: Afterpay is accepted for orders under $2,000 and Zippay is accepted for all orders.
  • Direct Deposit:

    Reference: Order Confirmation Number (eg. #000001234)
    NIKON AUSTRALIA PTY LTD
    BSB: 062-000
    A/C: 1202 8277

    * Once your EFT payment has processed, EFT payments are typically processed within 1-4 business days. As soon as the funds clear, we will dispatch your order.

  • Deposit Order: For newly launched products and out-of-stock products, you may have the option to pre-order and pay in full or you can choose to pay a deposit to reserve your product.
    • Once the product has arrived in our warehouse and is ready to be shipped, a Nikon customer service representative will be in touch to ensure your final payment has been processed.
    • When final payment is required, you will receive a finalising payment confirmation via email.
When will Nikon charge my account?

For credit card transactions, you will be asked to fill in your credit card details during the checkout process. Our payment provider (Commonwealth Bank of Australia) will check your credit card details and authorise the payment if the check is successful. The money will then be charged to your card at this point. If there is a problem charging the money, our customer service team will contact you.

Why did my payment not get approved?

Nikon uses a third party payment provider - Commonwealth Bank of Australia - to verify your credit card credentials with your bank.

Reasons for denying a credit card include:

  • Insufficient funds in your account.
  • The credit card is blocked.
  • The credit card is registered as stolen and has been blocked.
  • If your credit card has been rejected, you will need to contact your bank to find out why this has happened. Nikon does not have access to your financial information and will not be able to let you know why the transaction has failed.
Is GST and taxes included?

All prices shown on our website include 10% Goods and Services Tax (GST).

Who is Nikon delivery partner?

Our delivery partners are Startrack and Australia Post.

Can I change the delivery address of an order?

You can update your delivery address as long as your order has not been shipped.

To do so, please contact us via email store.nau@nikon.com. You can also reply to your order confirmation with your new address. You also have the option to change your delivery address by updating it from your My Nikon Life or NPS account.

Can I send my order to my work address?

Yes. You can use different addresses for billing and shipping.

Please note that in some circumstances, delivery times are quicker to a work address than a home address.

How can I see if my order has been shipped?

To check if your order has been shipped, log in to your Nikon Store account and check the STATUS reflected on your recent orders. If the order has been dispatched, its status will be reflected as:

  • Completed: your order has been verified and has been packed and dispatched.
Can I track my order?

You must purchase your product(s) as a member of My Nikon Life to be able to track your order. Registered My Nikon Life members can monitor their order's progress once it has been dispatched from our warehouse in the "My Account" section of the website.

Once we have confirmed your payment, we will dispatch your order from our warehouse within 5 Business Working Days. However, exact timelines depend on the availability of the product. Our customer service team will be in contact with you within this time frame in the unlikely situation that we are unable to ship your order or unable to fulfil all or part of the order.

All orders are sent by air to ensure a faster delivery experience and will need the purchaser to sign for the product(s) upon receipt.

If the purchaser is unavailable at the time of delivery, the courier will leave a note and the product(s) will be dropped off at the local post office to be picked up.

Can I click and collect my order?

NSW based customers will be able to pick up their orders from the below address:

Nikon Australia
Suite 501, Level 5/5 Rider Blvd
Rhodes NSW 2138
Mon-Fri 9am-5pm

If you've selected click and collect at checkout, you will receive an email and SMS from us when it's ready to collect.

Do you deliver to parcel lockers?

Yes, we deliver to parcel lockers. Please ensure you provide the correct parcel locker address and details during checkout. If you encounter any issues, feel free to contact our Customer Service team via email store.nau@nikon.com.

If my address changes after placing an order, can I update it?

If your order has not yet been dispatched, you can update your address by contacting our Customer Service team with your order number and new address details. Once an order has been dispatched, we are unable to change the delivery address.

Can I have my order shipped to a PO box?

Yes, we can ship orders to PO boxes. Please ensure you provide the correct PO box address during checkout. Some larger items may not be eligible for PO box delivery and will require a physical address.

My friend/family will pick up my order. What documents do they need to present?

If someone else will be picking up your order, they will need to present a copy of the order confirmation email and a valid photo ID matching the name on the order. Additionally, please notify our Customer Service team in advance, providing the name of the person authorised to pick up the order.

Do you offer same day delivery?

Same-day delivery is currently available for delivery addresses in Metro Sydney. For all other locations, we offer expedited shipping options that you can select during checkout. Delivery times vary based on your location and the shipping method chosen.

Will the courier contact me before delivery?

While some couriers may provide an estimated delivery window or contact you before delivery, this is not guaranteed. We recommend tracking your order using the tracking information provided in your shipping confirmation email for the most up-to-date delivery status.

Can I use BNPL or store credit to purchase a gift card?

No, Buy Now Pay Later (BNPL) services and store credit cannot be used to purchase gift cards. Gift cards must be purchased using a credit card, debit card, or other accepted payment methods.

Can I use a voucher or coupon code on a gift card?

No, voucher or coupon codes cannot be applied to the purchase of gift cards. Vouchers and coupon codes can only be used for purchasing products listed on our website.

How can I contact Nikon for Technical support?

There are several ways that you can get in touch with our team for Technical Support:

  • Email service.nau@nikon.com for technical support.
  • Call 1300 401 200 to get in touch with our friendly customer service staff.
  • Fill out the Contact Us form and our friendly customer service team will get in touch with you.
  • If you are a Nikon Professional Service (NPS) member, you can fill out the NPS Contact form and a team member will get in touch. Just make sure you provide your NPS Membership number.
Where can I learn more about Nikon products?

Our Digitutor website is our database for basic knowledge, useful techniques and tips on how to use Nikon products. Nikon School also offers interactive workshops and classes to help you unleash your creativity with Nikon.

Where can I update the latest Software and Firmware Updates?

You can find and download the latest software and firmware updates for your Nikon products on our Support and Downloads page. Simply select your product model to access the available updates and installation instructions.

Where can I find new releases?

Stay updated with our latest product releases by visiting our New Releases page. You can also sign up for our newsletter to receive notifications about new products, special offers, and events.

Where can I learn more photography tips?

Visit our Learn & Explore section for photography tips, tutorials, and inspiration. We offer a range of articles and videos to help you improve your skills and get the most out of your Nikon equipment.

How do I register for 1-year additional warranty?
  • Log in to your My Nikon Life account. If you do not have a My Nikon Life account, you can create an account here.
  • Once you have logged in, add your device under "Registered Product".
  • Enter your product name, serial number, date of purchase, purchased store name and upload your proof of purchase.
  • Once you have accepted Nikon's Terms and Conditions, click "Add Product". The product will now be registered to your account.
How do I submit a warranty claim?

To submit a warranty claim, log into your My Nikon Life account, register your product if you haven't already and then proceed to register a product.

What do I need to submit a warranty claim?

Please ensure you have a valid copy of your proof of purchase and warranty card.

How long will my warranty claim take?

Warranty claims are reviewed individually by our customer service team. Resolution to warranty claims is dependent on the complexity of the claim and determined on a case-by-case basis. Please reach out to our customer service team directly for specific advice regarding your warranty claim.

Do I need to pay for postage back to Nikon?

Nikon Australia will cover the postage costs for warranty claims.

How do I book for a repair for my Nikon device?

Sign in to your My Nikon Life account and make sure your product has been registered to your account.

  • Click on "Book a Repair" located towards the bottom of the page.
  • Select the product that needs a repair, describe the faulty issue of the product, select the delivery option of your choice, agree to the terms and conditions of the repair and click submit to book in your repair.
What kind of repairs can Nikon Australia offer?

Nikon Australia offers a wide range of repair services for cameras, lenses, and other Nikon products. Our authorised service centres provide diagnostics, maintenance, and repair using genuine Nikon parts. To book a repair, login to your My Nikon Life account and click on Book a Repair. For more information on repair services, please contact our friendly staff here.

What is Nikon School?

Nikon School offers workshops that are a mix of easy-to-understand theory and hands-on practical photography sessions. We specifically have small groups to ensure everyone can benefit from our expert instructors' knowledge. We cover everything photography related, from understanding your DSLR or Mirrorless camera and lenses, to image editing, location fashion shoots, photographing landscapes, wildlife photography and shooting videos.

Do I need to have a Nikon camera to be able to attend workshops?

You can use any camera or lenses that you currently own. Each class may require you to use certain types of lenses/accessories, however, this will be specified in the event details.

I can no longer make it to a workshop - can I get a refund or exchange?

We will be able to issue a full refund for the cost of the class if you are no longer able to attend. You will also have the option to exchange for another class.

Are there any promotions currently running? And where can I find out more?

Yes, we frequently run promotions and special offers on a variety of Nikon products. To stay updated on our current promotions, please visit our Promotions page. You can also sign up for our newsletter to receive the latest news, exclusive deals, and updates directly to your inbox.

I have a question, how can I contact customer service?

If you have any questions or need assistance, you can contact our Customer Service team. Visit our Contact Us page for detailed contact information and operating hours.

Phone: 1300 401 200
For orders/purchases related queries email: store.nau@nikon.com
For service or repairs email: service.nau@nikon.com
For rentals email: rentals.nau@nikon.com
For healthcare products email: healthcare.nau@nikon.com

How do I book a Nikon Rental?

To book a Nikon Rental, please visit our Rentals page, where you can browse available equipment and make a reservation. Follow the instructions provided to complete your booking. For any questions or assistance, feel free to contact our Customer Service team via email rentals.nau@nikon.com.

How long can I keep a rental for?

The rental period for Nikon products can vary depending on your needs. Typically, you can rent equipment for durations ranging from two days to several weeks. When booking your rental, you will have the option to select the desired rental period. For more detailed information on rental durations and availability, please visit our Rentals page or contact our Customer Service team via email rentals.nau@nikon.com.

How do I receive my rental equipment?

We offer pick-up and drop-off from Rhodes, NSW as well as delivery and return via courier.

Nikon Australia will use couriers for delivery, and we will attempt to deliver your rental equipment prior to the start date of the rental period. You will receive tracking information upon dispatch, so you'll be able to see when to expect the courier.

Please note, in rare instances, transit delays can occur and are outside of Nikon Australia's control. If there are any delays receiving your rental equipment, please contact us on 1300 401 200.

  • Collection And Return from Rhodes, NSW

    Collection can be made after 1pm the day prior to the rental start date, or on the same day of the rental start date. You will receive an email notification when your equipment is ready for collection. Please do not attempt collection unless you have received this.

    Monday & Friday: 9:00am to 4:45pm
    Saturday & Sunday: Closed

  • Delivery & Return Via Courier

    Based on your booking preference, your rental will be sent by courier along with a return shipping label/consignment note. We will attempt to deliver the rental equipment prior to the rental start date.

NOTE: Courier deliveries are not available to PO Box addresses.

How do I return my Nikon Rental?

Drop-off to Rhodes: Please return your rental product(s) by 10am the day after your rental period ends.

Courier return to Rhodes: A return shipping label/consignment note for a courier collection from your address will be included with your rental equipment. Nikon Australia will book the courier return and pick-up of your rental product(s) the day after your rental period ends.

The courier attempted delivery, and no one was home, what do I do?

If no one was at the delivery address, the courier will leave a card/ID and deliver the equipment to the local post office for collection.

What is the minimum rental period?

Two days is the minimum rental period.

When exactly is my gear due back?

All equipment should arrive at our premises at the end of the rental period or the next working day by 1pm.

What if I can't return my rental(s) on the due date?

If we are advised prior to the return date of your loan that an extension is required, an assessment of available products will be made, and a paid extension may be possible. If we are experiencing high demand or are in peak season an extension may not be granted. If we aren't advised, late fees will be applicable.

If we aren't advised, late fees will be applicable.

What documentation do I need to provide?

Nikon is required to verify your identity before dispatching. This is covered during the booking process.

Do I need to pay a security deposit?

Nikon Australia will contact you to obtain a security deposit. Nikon Australia may apply any part or all of the security deposit towards the replacement of the equipment and/or any additional charges that become due to Nikon Australia. Importantly, the security deposit alone may not be sufficient to cover the entirety of the amounts (including additional charges) that become payable under the Terms and Conditions, and Nikon Australia may charge you for these amounts in addition to applying the security deposit.

I have received my rental equipment and it is damaged, what do I do?

Let Nikon Australia know immediately on 1300 401 200 or via email at service.nau@nikon.com. Please take photos of the damage and condition of the box.

I have lost or damaged rental equipment during the rental period, what do I do?

We encourage you as the hirer to obtain appropriate insurance cover in the event of loss or damage. Please call or email us on 1300 401 200 or service.nau@nikon.com as soon as possible.

You will have to pay a security deposit for your rental, and Nikon Australia will hold that deposit as security for the equipment. Nikon Australia may apply any part or all of the security deposit towards the replacement of the equipment and/or any additional charges that become due to Nikon Australia.

Importantly, the security deposit alone may not be sufficient to cover the entirety of the amounts (including additional charges) that become payable under the Terms and Conditions, and Nikon Australia may charge you for these amounts in addition to applying the security deposit. Please ensure all included accessories are included upon return, such as the lens and body caps, chargers, batteries, lens hoods, filters, tripod collars, camera bags and lens pouches/bags.

Can I take my rental equipment overseas?

Nikon Australia may approve at its sole discretion transport of its rental equipment for overseas travel if the customer has adequate proof of insurance and travel documents and advises Nikon Australia no less than 5 days prior to travel. In the event of damage, theft, or loss of equipment and/or accessories, the responsibility remains with the hirer as per our Terms and Conditions.