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Q: I noticed reference to 4Fill and 4Fill Europe on the site and in the communications, why is this?

A. 4Fill and 4Fill Europe are part of the Simplysnap Group. We are the trusted partner of Fujifilm UK and facilitate the Fujifilm Loan service on their behalf.



Q: Do I need an account to place an order?

A. Yes, to place an order you will need to create an account with us.

Q: How do I register for a Fujifilm Loan account?

A. To create an account, click on the ‘Login’ icon in the top right-hand corner of your screen. Enter your email address in the ‘Not yet registered?’ section and click ‘sign up’.

Q: I am under 18, can I still trial equipment?

A. Unfortunately not, you must be aged 18 or over to place a booking.

Q. Do I have to live in Great Britain to create an account?

A. You need to be resident in Great Britain and hold a valid UK bank account.

Q. Can I take the equipment out of the UK?

A. You are more than welcome to take the equipment out of the UK, if you inform us that this is your intention. In this instance, you may be asked to provide documentation such as proof of your return journey and that you hold adequate insurance to cover the equipment for the duration of the loan. 4Fill and/or Fujifilm reserve the right to cancel the booking should the requested documentation or proof of insurance fail to be provided or be deemed to be inadequate.

Q. How do I place an order?

A. Use our live availability checker on each product page to see when the equipment you are interested in is available for trial. Select your first and last day of use as the start and end dates you require. The cost to hire (where applicable) will be automatically calculated for you, dependant on the dates you have chosen. When you’re happy, just add the items to your basket and checkout.

Q: The dates that I want aren’t available, what should I do?

A. The website offers live availability which means the availability shown for a particular product is accurate. If the item(s) you are interested in are unavailable, the calendar will give you the option to skip forward to the next available date.

Q: I’d like to trial the equipment for more than 48hrs, can it be extended?

A. Yes, your Fujifilm Loan can be extended beyond the free 48hr period for an additional incremental daily cost (up to a maximum of 7 days). Just choose dates that suit you at the time of booking and the system will calculate any additional charges that would be applicable.

Q. Can I reserve equipment without placing an order?

A. No. As we operate a live 24/7 availability and booking system, the only way to reserve equipment is to place an order.

Q. I’m interested in equipment you don’t have in stock yet. What do I do?

A. If the item is on our website but we do not have stock yet, register your details on the waiting list. As soon as we have stock, we will contact you and let you know the item is available to book. If the equipment you are interested in is not showing on our site, it is likely we do not know if we will be stocking this product.

Q. I want to compare two or more items at the same time, is this possible?

A. Yes, you can book multiple products on your Fujifilm Loan, but do keep in mind you will be required to pay a deposit for each item.

Q. Are there any limits on what I can book?

A. In order to make the service available to as many customers as possible, you are restricted to one free 48-hour loan per promotional product, per person. Customers are limited to a maximum of 5 items in a 12-month period and any individual may only have one account.

Q. Is there a maximum value of equipment that I can trial at any one time?

A. No, but if the value of the equipment is high, we are more likely to ask you to provide proof of insurance cover for the duration of your loan.

Q. Can multiple people from the same household have Fujifilm Loan accounts?

A. No, in order to maximise the availability of the equipment, the service is restricted to one account per household.

Q. Why am I being asked for a reason for hire?

A. The information provided in the reason for hire field is fed back to Fujifilm to ensure the reason for the evaluation is genuine and the service is not being abused. Additionally, information provided can assist us in checking compatibility. 4Fill and/or Fujifilm reserve the right to refuse any bookings where this information has not been provided or is not deemed to be genuine.

Q. I have been asked to provide ID, why is this?

A. Customers may be asked to provide ID documentation to verify a payment or delivery address or due to the value of the equipment being booked. All information provided as part of the verification process is treated in the strictest confidence.

Q. I need to amend or cancel my booking, how do I do this?

A. If you need to edit or cancel your order you can contact us via email at You can also call us on 0203 887 6890. Please note that changes to bookings are subject to availability.



Q. I see that I am required to pay a security deposit, why is this?

A. The security deposit is a holding deposit for a percentage of the total value of the equipment you are trialling. In the event that the equipment is damaged or components are lost whilst in your care, the cost of repair/replacements will be debited from the deposit. If the cost of missing/damaged parts exceed your deposit, the outstanding balance will need to be paid in full immediately.

In the event of loss, theft or damages exceeding the value of your deposit, you could be liable for the full cost of the equipment. Please see our Terms and Conditions for further information.

Q. What forms of payment do you accept?

A. We accept payment via Mastercard and Visa debit or credit cards registered to a UK address. We can accept American Express for payment of hire charges but not for the deposit.

Q. Can I pay over the phone?

A. Unfortunately we are unable to accept payment over the phone for data protection and security reasons. All our financial transactions are handled online via our payment provider and are encrypted to ensure they are kept completely safe and secure.

Q. When will my payment card be charged?

A. Hire Charges – You will be asked to make payment for any additional days beyond the free 48 hours when you place your order.

Deposit - You will be asked to make payment at the time of placing your order if the equipment is due to be dispatched within 7 days. If you are booking more than 7 days before the equipment is due to leave us, you will not be asked to make payment immediately. You will be sent a payment reminder email, 7 days before dispatch and asked to log into your account and make the deposit payment.

Q. When will I receive my deposit refund?

A. Once your order has been unpacked and checked and, assuming there are no missing or broken items on the return of the equipment, your deposit will be refunded immediately. Please note, whilst the deposit is refunded promptly, it can take up to 5 working days to appear on your statement, dependant on your bank/credit card provider.

If there are missing or broken items on the return of the equipment, we will contact you to discuss the matter in accordance with our Terms and Conditions.



Q. Do you organise delivery & collection?

A. Yes, we organise this for you. The cost of delivery and collection is covered by Fujifilm.

Q. When will the equipment be delivered?

A. Your order will be delivered by courier, by 12:00pm (for most locations) the day before your loan starts unless there is a problem or you were otherwise advised when placing your order and on your order invoice.

Although the couriers we work with are highly accurate, like everyone they can make mistakes and circumstances can conspire against them from time to time. We strongly recommend you allow yourself enough time to receive the goods and save yourself any unnecessary stress!

Q. What happens if I am not in when the delivery is attempted?

A. Where the carrier has tried to deliver the equipment, but nobody was present to receive it, the couriers will leave a card (where possible) informing you that delivery was attempted. It is your responsibility to contact the couriers and re-arrange delivery for the following day or arrange to collect the equipment from the couriers in person. The loan period will remain as shown in your order confirmation email. If you have missed the delivery but have not received a card, please contact us on 0203 887 6890 or and we will be able to provide you with your tracking number.

Q. Can you deliver on a weekend?

A. No, equipment can only be delivered on working days (Monday-Friday), excluding bank holidays.

Q. Will you deliver to a PO boxes or communal postal addresses?

A. No, we will only deliver to a billing address and reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box. If this affects an order you place, we’ll notify you as soon as possible.

Q. Can you deliver to a neighbour or leave in a safe place if I am out?

A. No, goods cannot be left in a ‘safe’ or ‘secure’ location or with a neighbour. Customers are advised that someone must be present to sign for the equipment. The delivery should be made between 8am-12pm for most locations. The person signing for the equipment should be the person who has paid for the loan as they are liable for the equipment from the moment of delivery.

Q. Can you deliver to an alternative address?

A. Equipment should be delivered to the address that the payment card is registered to. Please contact us at if this is an issue.

Q. What courier services do you use?

A. We work with several couriers but mainly use Parcelforce and APC. We recognise services vary by courier on a regional basis and continually review our proposition, unfortunately at this time it isn’t viable for us to offer a choice of courier based on geographical variances.

Q. Do you offer same-day delivery options?

A. No. The soonest equipment can be delivered is on a next working day (Monday-Friday) service, excluding bank holidays.

Q. Do you deliver outside of the Great Britain?

A. Unfortunately, international delivery is not currently possible.

Q. Is the service available in Northern Ireland and the Republic of Ireland?

A. Sadly not. Due to current Brexit complications, we are unable to ship equipment across the new post-Brexit Irish Sea customs border without the equipment having to clear customs and accruing import charges and unpredictable delays in both directions. We are desperately hoping for legislative changes that will make it possible for us to offer this service again but, until that happens, it is not viable for us to facilitate the service and apologise profusely for any disappointment that this may cause.

Q. Is the service available in the Channel Islands?

A. Unfortunately, we are unable to ship equipment to and from the Channel Islands without the equipment having to clear customs and accruing import charges and unpredictable delays in both directions. Sadly, this means that it is not viable for us to provide a service to the Channel Islands apologise profusely for any disappointment that this may cause.

Q. How will the equipment be packaged?

A. Your equipment will have been checked and carefully packed within a hard flight case before dispatch. We include a checklist detailing all components and accessories that we have supplied, as well as a condition report describing the condition of the equipment at the time of dispatch. Please do check everything as soon as it arrives. You must let us know by 4pm at the very latest on the day of delivery if there are any discrepancies between the documentation supplied and the equipment that you have received by emailing, as set out in the Terms & Conditions.

Q. How do I return the equipment?

A. The equipment will be collected from the address you provided at the time of booking. You will be provided with packaging, cable ties, courier bags and any return labels required, together with a checklist to help you ensure everything is accounted for. It is advisable to package the equipment ready for return the night before the collection to ensure that the equipment is ready for the couriers the following day. To package up the equipment, please follow these steps:

  1. Place the equipment and all components and accessories back into the flight case(s). Where additional packaging materials have been supplied (e.g. bubble wrap), please ensure that you use this as you will be held accountable for any damage caused to the equipment as a result of failure to package it correctly.
  2. Seal the flight case(s) using the cable ties provided. If you have mis-placed the cable ties we supplied, you will find a spare set underneath the foam in the lid of the flight case.
  3. Place the flight case(s) inside the courier bags that we have supplied and seal the bag shut.
  4. Stick the return label to the outside of the courier bag
Q. When will the equipment be collected?

A. The equipment will be collected the day after your loan has finished. You will receive a return reminder via email the day before your goods are due to be collected. Please note that you will be liable for a failed collection charge plus additional hire charges should you miss the couriers or the equipment not be ready/available for collection. If the collection date or address no longer works for you, please contact us on 0203 887 6890 or to explore alternative options.

Q. What time will the equipment be collected?

A. Unfortunately, we are unable to provide time slots. Collections are an ALL-DAY service. For residential premises this is from 08:00 – 18:30, for businesses premises this is up until 18:00* Where possible, the couriers will send you a text message giving you a collection window so please ensure that you have an up-to-date mobile number attached to your account.

*If your business premises close earlier than this, please contact us so we can make the couriers aware..

Q. What happens if I miss the collection?

A. Unfortunately we do have to charge for late returns and missed collections as these can impact future orders. If the equipment is not ready and/or not available for pick up at the agreed collection address, you will be charged a £25 failed collection fee and for the extension of hire as laid out in the Terms and Conditions.

If you miss a collection or have a problem getting the kit back to us, please call us as soon as possible to make alternative arrangements on 0203 887 6890.

Q. How will I know when you have received the equipment back?

A. You will receive two emails from us, the first letting you know that the equipment is back with us and the second confirming that the equipment has been checked and tested and the order has been closed.



Q. Can I collect equipment from/return equipment to a click and collect location?

A. We do have some click and collect locations across the UK. When placing your order, click on ‘change’ to choose a different delivery address, then select ‘Or Collect From’ and search by postcode to see if there is a click and collect location nearby.

If you have already placed your booking and would like to explore the option of returning to a click and collect location, please contact us on 0203 887 6890 or

Q. What time are Click & Collect orders available for pick-up?

A. The equipment will be available for collection from 1pm and during the Company's normal business hours. We would always recommend contacting your click & collect store to ensure that they equipment is ready for you before you set off. Please note, you will be required to present a valid Photo ID (passport or driving license) before the equipment will be released to you.

Q. I am returning the equipment to a click and collect location. What do I have to do?

A. Follow the steps detailed above for packaging the equipment for return. You will need to ensure that the equipment is returned to the click and collect location by 11am at the latest on the day of collection. Goods returned after 11am will be liable for a failed collection charge and additional hire charges to cover the late return.

Q. Can I collect/return equipment to the Fujifilm House of Photography?

A. No, equipment booked via the Fujifilm Loan site will be delivered to/collected from you via courier, however the Fujifilm House of Photography do offer their own in-store loan service via their website for certain products.



Q. Will the equipment that I receive be brand new?

A. No, unless you happen to be the first individual to trial a particular item.

Q. What do I get with the equipment?

A. You can find out what we provide for each individual model by clicking on the 'Included' tab on the product description page on our website. All these items are listed in the checklist included in your shipment.

Extra batteries and selected accessories can be added to your order if required. Pricing for these items will be shown online for the dates you have chosen. Please note that any additional accessories booked are included in your total number of trials per year.

Q. How do you prepare the equipment?

A. We follow rigorous processes to ensure everything is checked and accounted for before it leaves the premises, and again on its return.

Before and after each loan we check every product visually, test it for focus and sharpness, and take pictures with it. Our equipment is used regularly so there may be some light scuff marks on the bodies & barrels, etc. There may be a little internal dust in some lenses but rest assured, if there is any effect on image quality or performance the equipment is sent to the manufacturer for remedy, otherwise it remains in service.

Q. What happens if I have a problem with the equipment?

A. Even with all the preparation and precautions we take, equipment can still be damaged in transit or very occasionally a component will fail. In the unlikely event that something isn’t working correctly please call us immediately on 0203 887 6890 as per our Terms and Conditions so we can discuss how best to proceed with your loan.

Q. I have a technical question about a product, can I get assistance?

A. Fujifilm offer a comprehensive web support area which contains product specific drivers, software, user manuals, firmware and other useful content that will assist you with your query.



Q. Do I need to insure the equipment?

A. We always recommend people have insurance for their total peace of mind. You can either temporarily add the equipment to an existing policy or, if you do not have an existing policy but would like cover, we would recommend our preferred supplier Performance Film & Media Insurance, click here for details.

Please note that 4Fill and/or Fujifilm may request proof that you have insurance cover for the equipment whilst it is in your care and reserve the right to cancel an order should the cover be inadequate or if no proof of insurance is provided.



Q. What happens if I damage the equipment?

A. Please call us immediately on 0203 870 6890 so we can discuss how best to proceed.

If you damage the equipment during your loan, we will send it to Fujifilm’s repair team for inspection and quotation for the repair or replacement as appropriate. If the repair cost exceeds that of the deposit the outstanding balance will need to be paid immediately. Dependent on the severity of the damage or supply of replacement parts and thus the length of repair, a penalty charge may well be incurred due to a loss of availability of the equipment to other customers.

Q. The equipment has gone missing, what should I do?

A. Please call us immediately on 0203 870 6890.

In the event of theft, the incident must be reported to the police immediately and a crime reference number obtained.

In the event of damage or loss by an airline you will need to obtain a Property Irregularity Report from the airline at the airport where the damage is first discovered (i.e. the airport in which you arrive when you discover the damage or loss).

Depending on what has happened, you may also need to report to your insurance company too

Q. What happens if I forget to return an item or component?

A. Should you forget to include a component when returning the equipment, you will be contacted by a member of our team who will explain what is missing. If you are able to locate the missing item(s) you will be given instructions on how to return them and a deadline to return them by. Should you be unable to locate them, the cost of replacements, as well as an administration fee, will be debited from your deposit and then the remainder of the deposit will be refunded to you.



Q. I’ve forgotten my password, how do I reset it?

A. Click on ‘Forgotten Password’ from the login screen and follow the steps to re-set your password.

Q. Can I return my equipment early?

A. You are welcome to return the equipment early. Just contact us at and we can arrange the return. Please note, where any additional hire fees have been paid, as the equipment was booked for specific dates, we unable to offer a refund of the remaining hire period.

Q. I think I left something of mine in the case when I returned the equipment, can I get it back?

A. Don’t worry, it happens a lot! If it’s a small item we can pop it in the post to you, if it’s a larger or more expensive item we can arrange a courier for you, just get in touch and we’ll let you know if we have it and organise how to get it back to you.

Q. How do I contact you?

A. If you're unsure about anything, need extra information regarding your order or wish to amend your booking, then please email our customer support team You can also call us on 0203 887 6890. The team are available between 08:30-17:30 Monday-Friday (excluding Bank Holidays).