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Frequently Asked Questions

If you're in need of a little assistance, you're in the right place. We're here to help you get your book or magazine project out of the idea phase and into print or digital form.


FAQ(s)

  • What are photobooks? How do I create my own?

    Photo books are a relatively new product category that provide customers with the ability to create their own coffee table style photo albums.

    Photo books are different to traditional photo albums in that each photo is printed directly onto the page instead of numerous individual photos being stuck to a page, making for a much slimmer album that is a lot easier to share.  No more thick heavy photo albums with individual photos of a set size being added 3 to a page.

    Now you can design each page exactly as you'd like it, adding text, background colours and photos, which can be easily resized resulting in an album that lets you tell your own story in your own unique way.

    To create your own Photo book, simply download and install the online or offline editor from our website and start creating your own Photo book.

    The editor is FREE and easy to use and our Support Center has answers to nearly every question imaginable.

    If you're unable to find answers to your questions here, our friendly staff are just an email away.

  • Can you design my album for me?

    To have your Photo book created, you'll need to design it using our free and easy to use editor.

    We provide an end to end production service with our editor giving you all the tools you require to create your own personalised album, with a wide range of layouts and design features.

    Unfortunately we're unable to provide a design service as well. There are design companies out there that may offer this service, however you'd generally be looking at a couple of hundred dollars to design an album.

  • Can you produce a product not on your product list?

    Unfortunately we don't have the ability to produce custom products.

    All of the products we produce must be created and uploaded from within our editor, meaning that you can only use products within our product range and as specified by our product range.

    For a full listing of all our products, please visit the products page.

  • How long will it take to produce and deliver my order?

    Our service level is to dispatch within 7 business days from upload to completion. While there is a chance that it will be completed and dispatched a bit quicker than this we always recommend customers allow the full service level to ensure they receive their product in time though, as quicker production cannot be guaranteed.

    We produce all our products as quickly as we can, so unfortunately there isn't anything extra we can do to speed this up (even for a fee).

    To provide some additional information, there are many factors that contribute to the amount of time it takes to produce our products, so unfortunately we're unable to be more definitive about exactly how long it will take and can only provide estimates.

    There can be up to a dozen different machines used for a single item, and while Quality Assurance issues are rare, they do occur (just like in any production system) so we always recommend allowing the full 7 business days for the production of your order.

    In regards to delivery of your order, all of our products are delivered via DHL Express service, which can take 2-3 days from dispatch.

  • Can I see some print samples of your products?

    Sure, we'd be delighted to post some A5 print samples to your nominated address to demonstrate the print quality of our products.

    If you'd like us to post some A5 print samples to you, please contact us directly and let us know that you are after some and your address, and we'll get them sent to you as soon as possible.

  • What happens if I'm not happy with my product?

    While we do everything we can to ensure your product is of the very high standard we expect, there are rare circumstances where this doesn't occur.

    If you're not happy with your product, please contact us via email (with photos showing what you are unhappy with) and we'll do everything we can to ensure you receive a product you're happy with.

    Please note: There is a 6MB email attachment limit on our servers, so please make sure your attachments do not exceed this limit; or alternatively please spread the attachments over multiple reply emails.

    If it's the quality of the product you're not happy with, please return it to us and we'll happily provide you with a full refund.

  • Do I need an internet connection?

    Yes, in order to use our editor you will need an active internet connection.

    We recommend a fast broadband connection, and when uploading your project to our servers we recommend against a wireless, satellite or Dial-up connection as these connection types can cause uploading issues.

  • I have a Dial-Up or Satellite internet connection. Can I still use your services?

    In theory, any internet connection should be sufficient to upload your project to our servers. Unfortunately in practice this isn't always the case.

    Dial-Up, Satellite and Wireless based internet connections are notoriously unreliable, and while you may not notice this in general web browsing, there can sometimes be issues sustaining a large file upload.

    We'd highly recommend using an ADSL, ADSL2+ or Cable broadband internet connection when uploading to our servers.

    It may take a 'fair' while to upload an album on a Dial-up or satellite connection, but it should work.
    If you do experience difficulties when uploading via a Dial-Up or Satellite connection, please contact us and we'll help resolve this with you.

  • What are the System Requirements to use your editor?

    The minimum system requirements to use our editor are:

    • Mac OSX 10.4 or higher; Windows XP, Vista, 7 or 8
    • at or above a 2.66 GHz processor
    • 2 GB RAM
    • 2 GB free hard disk space
    • An active internet connection

    We recommend a fast broadband connection, and when uploading your project to our servers we recommend against a wireless, satellite or Dial-up connection as these connection types can cause uploading issues.

  • I have an Apple Mac. Can I use your services?

    Yes, our editor is 100% compatible with Mac operating systems. Our editor has been tested and works on Mac OS 10.4.x and higher.

  • What versions of Windows does the editor work on?

    Our editor has been tested and works on the Windows XP, Windows Vista, Windows 7 and Windows 8 Operating Systems.
    There's evidence that the editor works on older versions of Windows (such as 98, 2000, ME, NT etc..), however it has only been tested on Windows XP, Windows Vista, Windows 7 and Windows 8 and we only offer support for these four versions of Windows.

  • How do I download and install the editor?

    To start creating your own PhotoPico product, you'll first need to download and install the editor.

    If you are using a Windows operating system, your browser should provide you with the option to either 'Run' the install file or 'Save to Disk'. Click 'Run' and the installer file will start downloading.
    Once the download is complete, you will be presented with the installation wizard that will step you through the installation of the PhotoPico editor.

    After the installation is complete, an icon should appear on your desktop and the PhotoPico editor should also appear in the Start Menu.

    To then run the editor, just double click the icon on your desktop or select the PhotoPico from your Start Menu.

    If you are using a Mac operating system, depending on the browser you use, the download will either start automatically, or you will be prompted to click 'Save File'. 
    Once the download is complete, simply double click on the installation file and follow the installation prompts (drag the editor folder into the Applications folder), then you should be able to open the editor directly from your Applications. You can also drag the icon down to the dock for easier access.

  • Do I have to complete my project in one sitting? Can I save my project and come back to it later?

    The PhotoPico editor allows you to save your project and return to edit it as many times as you like, in the same way you would with a document or spreadsheet.

    It's not necessary to complete your project in one sitting.

  • Can I increase the quality of my photos?
    It's not possible to increase the quality of your photos as the resolution of each photo is determined by the camera used to take the photo. As such, there's no process that you can apply to photos you've already taken to improve their quality.

    If you received the photos in an email from another person, or have saved the photos from Facebook, it's possible these may be lower resolution versions. In this case it might be possible to obtain the original photos (which are greater in size and quality) from the person who has the images. Similarly, if you've pre-processed your photos to a smaller size, it would be worth sourcing the original photos directly from the camera.

  • How do I know if the quality of my photos is high enough to use in my project?

    There are many variables which can affect the quality (real or perceived) of the photos that you use in your project, including the camera used to take the photos, camera settings, focus and light factors, compression and so on. As a general guide, the resolution of the photos used is the most common way to judge the quality of photo.

    If you have a camera that is 6 megapixels or above, you don't need to worry about the quality of your photos for the purposes of our editor. 

    The editor will warn you with a red exclamation mark in the middle of the image if the resolution of the photo is too low for the area it's covering. If you're receiving this warning, your photos may appear grainy and pixellated if printed, so we would recommend using either a higher quality photo or reducing the size of the photo on the page.

    Many camera phone photos will also be usable within the editor, though they may not be able to be used as full page images as they tend to be of a lower resolution and quality.

  • How many photos should I have in my project?

    The optimal number of photos per page depends on the kind of album you're creating.

    The more pictures on a page, the 'busier' the page is and someone browsing your album is less likely to be drawn to any particular photo.Conversely, the less photos on a page, the bigger you can make them and the more attractive these photos become.

    The power of our albums is the capability to spread photos over a large area. This draws the eye to these photos and provides a significant amount of detail.You can also supplement these large photos with smaller, less crucial photos on the opposite page.

    In general, our artistic customers tend to have less photos per page, more full page photo spreads, but obviously they don't fit as many photos in their album. On the flip side, you may not want to be creating an artistic representation and merely want to include all relevant photos.

    We suggest customers should experiment with different styles using full page spreads, photos as backgrounds, and smaller photos on one page.See what looks good for the type of album you're creating.

  • Do I have to use your editor? Can I use another program instead?

    To create a Photobook product through us, the PhotoPico editor must be used.

    The production process we use is completely automated from start to finish. To get a file into the correct format that our system can understand, it must be uploaded to our servers via our editor as there are various formatting steps required.

    Unfortunately we're unable to receive a file any other way.

  • Can I supply you with a PDF, iPhoto or any other file to make into an album?

    Unfortunately we can only accept orders that are uploaded via the PhotoPico editor.

    The system we use is a highly automated system from start to finish. When you upload your order all its associated details are submitted into the system via a specialised file that integrates with our back-end database. It is the format of this file that allows a smooth and efficient process giving us the opportunity to provide such quality products at the current price.

  • Will my project look identical to how it appears on my computer monitor?

    When using a printing process, the photos are never going to be printed 100% exactly the same as the version you see on your computer monitor. This is independent of the printer that is used and is an artifact of printing (not just our own production process).

    Because of the difference between the way colours are created on a monitor and when printed, there will always be a slight difference, both in colour representation and brightness levels.

    A computer monitor will always be able to display a wider range of colour than a print, as the print colour is dependent on the inks used and how they can be 'mixed'. Many monitors are also set to a very high brightness setting, which results in the print appearing darker than what you see on-screen.

    Although there are some differences, we're confident we can provide high quality Photo Books that customers will be happy with. We calibrate our printers daily before we print to ensure consistent print quality across all our products over time. We have selected a calibration level that best represents skin tones as well as natural colours for landscape type photos.

    If you want to calibrate your monitor to the print output, we can provide you with some A5 print samples, and the image used on the samples. You can then adjust your monitor so what you see on-screen resembles what will be printed.

    To arrange for some samples to be sent to you, please contact us directly using the button below and let us know your address and we'll get them sent to you as soon as possible.

  • Can I scan developed photos to use in my project?

    Scanned photos turn out well in the final product if they're scanned at a high enough resolution.

    We have many customers who have successfully created superb albums using scanned photos.

    When scanning your images, make sure they're free of dust or dirt otherwise these imperfections will turn up in the final product. You may also need to crop your photos after scanning to ensure there are no white edges.

    If you have the computer resources it would be beneficial to scan all your photos at a high dpi value (600). This will allow you greater freedom when deciding where and how to display your photos in your album.

    We highly recommend against scanning at higher than 600 dpi as this won't introduce any greater quality but it will slow down your computer as the files will become very large. This may also introduce file processing issues if the files are too large.

  • I can't install, I get the message that you are an 'Unidentified Developer' on my MAC.
    The error you are getting is the result of your current security settings. 

    What you will have to do is: 

    1. Try to open the program by right clicking and selecting 'Open'. If you do not have the option to right click, try holding down shift and clicking. 

    2. You will then get the warning stating our editor is 'from an unidentified developer. Are you sure you want to open it?' with the options 'Open' and 'Cancel'. Click 'Open'.

    3. You will receive a warning that it is not a recognised program and this should direct you how to open the program.
  • How do I add more pages to my photobook?
    To add extra pages to your album, click on the 'Page' menu in the top menu bar, then click 'Add'. This will add an extra two pages before the last page of the album.

     

    Alternatively you can click on the 'Page' menu and select 'Insert' (or press Ctrl-I on your keyboard). This will add an extra two pages before the page spread you are on.

    You can also remove pages via the 'Page' menu in the top menu bar (or by selecting the spread and pressing Ctrl-D on your keyboard).

    For clarity, a page is considered one side of a sheet of paper and are always added in pairs and cannot be added individually.

  • How do I move pages within my project?
    To move pages within your album, simply click on the 'Page' menu from the top menu bar, then click 'Rearrange pages'.

     

    A separate screen will pop up from which you can then select pages and either drag them to where you would like the pages to be, or alternatively use the arrows to the left of the pages.

    Please note: Pages must be moved in pairs and cannot be moved individually.

  • How do I set a background colour?
    To set the background colour of a page:

     

    1. Left-click on the page you wish to apply a background to.
    2. Left-click on the icon furthest to the right (the icon that looks like a can of paint) from the toolbar at the top right of the editor.
    3. Below the words 'Page Background', click on the square next to the page you wish to change ('Left' or 'Right'), then select a colour from the drop-down list. Select 'other' for a full colour pallette.

    When choosing a background colour, we recommend going for a pastel or 'dirty' colour.
    When printing, the background colours generally appear a lot more vibrant than it looks on a computer monitor. This can take the focus off the photos, which is obviously an undesirable effect. Choosing pastel or dirty colours will provide a more subtle background for your photos.
  • How do I insert my own image as a background?
    To insert your own photo as a background:

     

    1. Click on the 'Backgrounds' tab near the bottom of the editor.
    2. Click on the 'Cog' icon towards the bottom of the editor.
    3. Click on 'Add' from the drop-down list.
    4. Select the image from your computer that you wish to add.
    5. Click 'Open'. You should now find the image you have selected in the thumbnails at the bottom of the editor.
    6. You can drag the image from the thumbnail onto the page where you wish to use it.

    You may wish to change the transparency of a background image so that it does not detract from any photos you place in front of it.

    To change the transparency of photos:

    1. Left-click on the image you wish to change the transparency of.
    2. Left-click on the leftmost icon (the icon that looks like a piece of paper and a pen) from the toolbar at the top right of the editor.
    3. Next to the word 'Opacity', click on the circle and drag it to the left. The further you drag it, the more transparent the image will become.

  • How do I access more background images?
    To access a variety of additional background options:

     

    1. Click on the 'Backgrounds' tab near the bottom of the editor.
    2. Select one of the backgrounds from the thumbnails at the bottom of the editor.
    3. Drag the background onto the page where you wish to use it.

  • How do I apply a border or frame to my photos?
    You can choose to either have a colour border or a design frame around your images.

     

    To place a colour border around a photo:

    1. Left-click on the image you wish to add a border to.
    2. Left-click on the leftmost icon (the icon that looks like a piece of paper and a pen) from the toolbar on the right of the editor.
    3. Tick the box next to the word 'Border'.

    You can change the size and colour of the border from the toolbar underneath where you ticked 'Border'.

    To place a design frame around a photo:

    1. Select the 'Frames' tab towards the bottom of the workspace.
    2. Select from a range of pre-designed frames.
    3. To add a frame to your image, click on the frame and drag it onto the image.

  • How do I move a photo between pages?

    To move a photo between adjacent pages, you should be able to just drag it across. If you'd like to move a photo between non-adjacent pages, you'll need to cut-and-paste the photo from one page to another.

    To do this:

    1. Right-click on the photo you wish to move.
    2. Select 'Cut'.
    3. Find the page you want the photo moved to and right-click on this page.
    4. Select 'Paste'.

    This will move the photo to the desired page and it will retain its size and shape. You can easily reposition the photo by simply clicking on it and dragging to the desired location.

  • How do I know if the resolution of my photo is too small? What is the red and white exclamation mark?

    The editor will provide a warning when you spread a low resolution photo over too large an area.

    This warning will be in the form of a red exclamation mark in the center of the photo.

    If you have a photo with this exclamation mark, it will turn out grainy and pixelated if printed.

    We highly recommend either reducing the photo to a smaller size or replacing the photo with a higher quality photo.

    If printed, the exclamation marks won't appear in your album.

  • Why do my photos look pixellated in the work area of the editor?

    Due to the large amount of data involved in creating your product, our editor needs to streamline some of its processes to ensure the software runs smoothly on your computer.

    To achieve this, the editor creates a thumbnail (a smaller version of your photo) for each photo that it uses on the main editing page of your product. This reduces the amount of data required for your computer to process when editing your product.

    Please rest assured that the editor will use the full resolution version of your photos in the final product.

  • How do I rotate a photo?
    To rotate a photo within its frame:

     

    1. Left-click the photo you wish to rotate and choose the second icon (it looks like two arrows in a box) from the toolbar on the right of the editor.
    2. On the drop-down list next to 'Angle' click '90 degrees' or 'Rotate Clockwise' or 'Rotate Counter Clockwise' as required.

    To rotate a photo freely with its frame:

    1. Left-click the photo you wish to rotate and choose the fourth icon from the left (it looks like a ruler) from the toolbar on the top right of the editor.
    2. Under the word 'Orientation' and next to the word 'Angle', drag the point on the circle either clockwise or counter clockwise.
    3. As you drag the mouse cursor around, you will see the photo being rotated and there will also be a numeric value displayed to show you the rotate angle.
    4. Release the mouse button to apply the rotation.

    Or alternatively you can simply left-click on the green circle towards the top left of your photo and drag it around clockwise or counter clockwise until you have found the position you desire.

  • What is the print area of a page?

    You can place photos anywhere on the page you like, and it is a great effect to stretch an image across a whole page, or if it's big enough, across a double page. However there are a few things that you should note.

    Due to the nature of printing and trimming, the trim area around a page cannot be defined to within millimeter accuracy. The red line on the page is where the trim will ideally be, but it can occur within 2-3 mm on either side of this line. To ensure your photos are spread to page edge correctly, please make sure your photos are dragged to the edge of the blue line. This will ensure there are no white edges when the pages of your album are trimmed.

    The best way to make sure this is done correctly is to use the full page template which can be found within the 'Page Styles' tab at the bottom of the page.

    We also recommend making sure there is nothing important within 1cm of the edge of a page. If text or an important part of a photo (such as a person's face) is placed at the page edge, there is a real possibility that trimming inaccuracies may result in some portion of the text or photo being trimmed.

    This is the same with the binding edge or spine. Nothing important should be placed on or within 2cm of the binding edge between two pages. As mentioned above, a full page image should be spread right into the spine, but nothing important, such as a person or face, should be in the spine.

    This is the same with a two-page spread - an image can be spread across one page, through the spine, but care should be taken that the part of the photo inor near the spine should not be of significance. If these guidelines are not followed, the significant piece of the photo across/in the spine may be lost into the spine/binding edge during the stitching stage of the production process.

    Photocovers

    A similar principal applies for designing your photocover. The spine of the photocover will be on the outside, so you will be able to see it, but it still cannot be applied with millimeter accuracy.

    The area between the blue and red lines on photocover is actually folded over the cover and sits on the inside of the cover (similar to how the covers of some children's books are). If you place a person, face, text or even any other significant part of a photo on or within 1 cm of this line, it may be folded over on the inside of the cover.

    It is also generally considered good design to keep a 'fair' distance between your content and the page edge.

  • Can I stretch a photo across two pages in an album?

    To spread a photo across two pages:

    1. Select the photo you wish to use from your photo selection and drag it to one of the pages you wish to have it covering.
    2. Right-click on the photo.
    3. Select 'Fit' then 'Fit to Spread' from the drop-down list.

    This will stretch the photo across two pages within your album.

  • How do I spread a photo over an entire page?

    To ensure a full page spread is placed correctly on the page, we recommend using the full page template on the page as this will ensure your photo is spread correctly to page edge. If a photo isn't spread to page edge correctly, there is the potential for your printed page having white edges.

    This template can be found in the '1 picture box' category in the 'Page Styles' tab, just below the main editing section of the editor.

    Once you've applied this template to your page, simply drag and drop a photo onto the template and it will size it correctly.

    Alternatively once you have placed a photo on the page, you can right-click on it, then from the drop-down list select 'Fit', then 'Fit to page'.

  • How do I add text to a page?

    To add text to a page, create a text box by clicking the 'Add Text Box' icon (it looks like 'Aa' with a plus above them) on the toolbar above your workspace.

    Once you have inserted a text box onto your page, you can resize it by clicking and dragging the little blue boxes on the edges of the text box and move it as need be.

    To edit the text in the text box, simply double click on the text box to go to the edit screen. In this edit screen you can change the font style, font size, font colour and alignment of the text.

    TIP: Make sure the text is a different colour to the page it's being placed on. To change the text colour, highlight the text, then select the 'Text Colour' icon (it looks like a black square) to select your colour, then click 'OK'.

  • How do I rotate a text box?

    To change the direction of text in a text box:
    1. Left-click the text box you wish to rotate and choose the fourth icon from the left (it looks like a ruler)from the toolbar on the top right of the editor.
    2. Next to the word 'Angle', drag the point on the circle either clockwise or counter clockwise.
    3. As you drag the mouse cursor around, you will see the text being rotated and there will also be a numeric value displayed to show you the rotate angle.
    4. Release the mouse button to apply the rotation.

    You may then need to re-shape the text box to create a better fit.

  • What font size is best for my project?

    The optimal text size varies depending on what background is being used.

    We suggest you use stronger fonts such as Arial, Verdana or Tahoma as opposed to serifed fonts (fonts with small tails contained on the end of characters) so they don't fade into coloured or transparent backgrounds. You should only use serifed fonts at larger sizes (14 point or above, preferably with bold) when dealing with coloured or transparent backgrounds.

    10 point is fine on a white or very light coloured background, but if the background varies from this then we suggest as a minimum going to a 10 point bold or if space permits, then preferably 12 point.

  • Can I use unusual fonts in my project?

    Our editor can handle many different font types, from strange fonts to international characters.

    Our editor uses the fonts installed on your computer, so to ensure your order is produced correctly with the unusual fonts, make sure you upload your album from the same computer you used to edit it.

    While these fonts work within the pages of your album, unfortunately they don't work for the cover title.

    The cover title is an optional extra ($6.95) and results in a nice bronze text of up to 25 characters (including spaces) being laser etched in the bottom right corner on the front cover of a hard cover album with either a faux leather or linen cover type.

  • Can I change the type or size of my album once I have started?

    Yes, you can change the size of an album once you have started.

    Changing the product type of your project is really easy. Simply click on the icon with the double-ended arrow on the middle toolbar (located right next to the 'zoom out' magnification icon) and choose the product type you'd like to continue your project on.

    Once you've made the change, make sure that you double check every page to make sure nothing is out of place or has been changed. Once you're happy with how the project looks (the best way to do so is by using the 'Preview' function), you should then be able to proceed with ordering the project.

    NB: This option is only available in projects started in v3 or higher.

  • How many pages can I have?

    In our Classic Photo Books, the 16x12”, 12x12”, 11x8.5” and 8x11” sized albums have a minimum of 30 pages and a default of 40 pages, however the 8x8”, 8x6” and 6x6” sized albums have a minimum of 20 pages and also a default of 20 pages. You can have up to 200 pages in all Classic Photo Books. 

    In our Layflat Photo Books, the 16x12”, 12x12”, 11x8.5” and 8x11” sized albums have a minimum of 40 pages, whilst the 8x8” and 8x6” sized albums have a minimum of 24 pages. You can have up to 100 pages in all Layflat Photo Books.

    In our Board Mounted Layflat Photo Books, all sizes have a minimum of 20 pages. You can have up to 50 pages in all Board Mounted Layflat Photo Books.

    To delete any unwanted pages to the minimum, you need to make sure you are on a double page spread, then select ‘Page’ then ‘Delete’.

    Please note that pages need to be deleted in pairs and cannot be deleted individually. The exception to this being 8x8” and 8x6” Layflat Photo Books where pages may only be added/deleted in groups of 4. 

    The number of pages we allow in our albums is based on the binding process we use. Any more or less pages will result in a less than satisfactory binding of your album that we are unwilling to provide.

  • How do I copy my project to a new location?

    The process of copying your project to a new location depends on which operating system you are using (Windows/Mac).

    To copy your project to a new location:

    1. Go to the following folder on your hard drive:

    If you're working on a PC:My Documents\PhotoPico Projects Projects

    If you're working on a Mac:username\PhotoPico Projects Projects (the user name is the folder with the 'home' icon next to it)

    In this folder you will find another folder which contains your project.

    2. Unfortunately the pictures will not automatically be copied with the project file.

    To ensure that the pictures are copied as well, find the pictures that you have used (you can do this easily by right-clicking the picture within the editor and clicking 'Show in Windows Explorer' on a PC and 'Show in Finder' on a Mac) and copy them to another folder.

    3. Copy the folder containing your project and photos to your desired destination (network location, USB stick, CD). Once you have finished copying your project, check the destination location to make sure you've copied it correctly.

    4. Please ensure the editor has been installed on the destination computer prior to copying the project to the computer.

    If you're working on a PC:Copy the project and photo folders to the PhotoPico Projects Projects in the 'My Documents' folder of the destination computer.

    If you're working on a Mac:Copy the project and photo folders to the PhotoPico Projects Projects in the 'username' folder of the destination computer.

    5. To open the project, simply open the editor and click on 'Open an Existing Project'. The project should be listed as one of the existing projects under the same name.

    As the pictures are not imported automatically, the editor will ask you to update the new picture location.A window will pop-up saying 'The following pictures are missing...'. Click on the 'Find Pictures' button.

    The editor will then continue with a 'Find missing pictures.. ' window, which has the pictures listed there. Click on one of the pictures and click the 'Update' button.A window should come up to allow you to choose the photo folder (you will not be able to copy them straight off the CD, so please make sure you copy the photo folder to an easy to find location, such as 'My Documents' or the Desktop).

    Once you've located the photo that you were intending to update, select the photo and click 'Select'.After a moment, the editor should recognise that the other 'missing' pictures are located in the picture folder and will ask you if you would like to update the other missing photos as well. Click 'Yes' and every photo should now be updated and you should be able to click on the 'Continue' button to proceed to editing your project.

  • What is text hot-stamping and how do I add it?

    Text hot-stamping is a process that places your own custom message on your Premium Material cover. Premium Material covers are available for 12x12” and 16x12” in Classic Photo Books and Layflat Photo Books.

    The text is positioned in the very centre of your front cover. There is a choice of 2 typefaces: Optima and Helvetica Light; and a choice of three finishes: Gold foil, Silver foil or Blind (deboss impression, no foiling). Maximum of 25 characters.

    This costs $14.95 and is only available on Premium Material cover albums.

  • What is a Photocover? How do I add/remove it to/from my album?

    The Photocover is a printed page which is bonded to the front and back cover of the album. The Photocover allows you to insert your own photos and text and design your cover (front and back) in the same way as any other page in your album. 

    Within our editor, the left hand side is the back cover and the right hand side is the front cover.

    A Photocover is added by default to your project when you start it.

    If you do not want a Photocover then you can select either one of our Deboss Material covers or Premium Material cover albums before starting your project in the editor.

  • Why am I having trouble uploading? What does 'Cannot Connect to Server' mean?

    If you are receiving the error message 'Cannot connect to server', or your upload does not commence (or keeps restarting), then this means that you most likely have a firewall restriction that is preventing the editor from uploading your file.

    If you're using a work network, most work places have network firewalls in place so we'd recommend contacting your network administrator to see if they can add an exception in the network firewall, otherwise you may need to do this from home.

    To resolve this issue, you'll need to add an exception to your firewall to allow our editor to upload your project. You can do this by following the below steps:

    1. Go to START > Control Panel
    2. Click on 'Security Center'
    3. Click on 'Windows Firewall' or 'Allow a Program through Windows Firewall'
    4. Click the 'Exceptions' tab, or click the 'Change Settings' option
    5. Highlight 'albumworks' and click 'OK'

    This will allow the albumworks editor access to the internet.

    If our editor is not showing in the drop down list, you may need to click on 'Add Program' or 'Allow Another Program' and select it from the second drop down list that comes up.

    If you use a 3rd party firewall (ie. McAffe, Norton, Avast etc..), please consult their website for instructions on how to create an exception. If you're still unable to get around your firewall, please let us know and we'll try to help as best we can.

    If your upload stalls part way through, or keeps stopping and starting, then it may be your firewall kicking in and blocking the upload partway through. Following the above steps should resolve this issue.

    If you're uploading wirelessly, we highly recommend directly connecting your computer to your modem and trying again. A wireless internet connection works well for bursty traffic such as web browsing, however for sustained uploads such as uploading your project to our servers, wireless connections can be quite unreliable.

  • What does text overflows box mean?
    The 'Text Overflows Box' warning means you have a few spaces or carriage returns at the end of your text (ie. when you hit enter to start a new line or paragraph, this is known as a carriage return). 

    If you go into your text box, click just past your last bit of text and press the 'Delete' button on your keyboard until the red border disappears on your text box. When pressing 'Delete', this will take any formatting, spaces or carriage returns out of your text box to the right of your cursor.
     
    Alternatively, you can increase the size of your text box until the message disappears. 
  • What measures do you use to keep my credit card details secure?

    We have two levels of security in place:

    Firstly, we employ 128bit SSL encryption between the albumworks editor and our back end systems. The albumworks editor is used to design and order your product, a separate process is then invoked for the payments process. The information passed during the ordering process is your contact details, the address you would like products delivered to and which product you are ordering. All this information is encrypted using SSL.

    Secondly, our payments are processed via the NAB Transact system which uses all the latest encryption and security measures. The payment process involves the passing of an AlbumID to NAB Transact plus your payment details. We cannot see this information as the connection occurs only between you and NAB Transact. We are simply informed by NAB Transact that payment was successful for a given AlbumID. This means that we do not see and do not store any credit card information.

  • How do I use my promotion/voucher code?

    If you've been provided a promotion or voucher code to receive a discount, it is important to ensure you do use it during the ordering process as we're unable to apply a discount once an order has been processed.

    To use your voucher code, simply enter it into the 'Voucher Code' field on the 'Order Confirmation' page during the ordering process. Once you have entered the code, click 'Set'. This will apply the code to your order and will adjust the price accordingly.

    It's a good idea to check the total price to ensure the discount has been applied correctly.

    Please note that only one promotion/voucher can be used per order. Multiple vouchers cannot be used or combined.

  • I've received my album and would like to order more copies, what should I do?

    To re-order an album, simply create a duplicate copy of your project, then open the duplicate copy and step through the normal ordering and payment procedure again. 

    To duplicate your project: 
    1. Click 'Open an Existing Project'. 
    2. Click once on your project name that you wish to re-order so that it is highlighted in the list. 
    3. Click the 'Duplicate' button towards the bottom of the screen. 
    4. Give the duplicate project a new name and click ok. 

    Then open the new duplicated project and click on the shopping cart to place your order again. 

    If you are re-ordering hardcover photobooks, please make sure that you re-specify the cover option that you would like, along with any extras such as the optional engraving. 

    Unfortunately it is not possible for us to place a new order from a previous upload on your behalf, due to privacy, copyright and technical issues. 

  • Can I send copies of my album to different addresses?
    Unfortunately this is not possible. When you order multiple copies of an album they will all be sent to the Shipping Address that is specified during the ordering process.
  • Can I order multiple copies in a single order?

    You can order multiple copies of the same product on a single payment.

    When doing this, all copies will be sent to the shipping address that you specify during the ordering process.

    However, we're unable to merge separate products onto a single payment - because they are different products, they must be ordered and paid for separately.

  • What is the process when my project is uploaded?

    The order is not complete until the project has been uploaded. 
    Once the order form is complete the editor will show the option to 'Upload Finished pages'.
    (Please make sure that 'Upload Finished Pages' is selected, and not 'Save Finished Pages', unless otherwise instructed by our Customer Service Team).

    The software then has 2 significant steps it completes. It needs to create the order data for your product and then upload it.

    During the 'Creating the order data' step, your images will be resized to create the best sized file possible to upload, while retaining as much detail in them as possible.
    This is a very CPU intensive process and on older computers it can take a long time (over 20 minutes for larger albums). On a modern multi-core processor this can take less than 5 minutes.

    The time it takes to create the order data and also upload the project is directly related to the size of your product, the number of pages and photos included, the resolution of your photos, the number of effects used, and specifically for the upload time, the speed of your internet connection.

    You can click on the 'Test' button if you want the editor to check the page sizes and the internet speed to give you an indication of how long it will take to upload the project. The time will be displayed next to 'Upload Finished Pages'.

    The editor will upload your project a page at a time, so if there are any interruptions to your internet connection, the editor should be able to pick up after the last successfully uploaded page after selecting 'Retry'.

  • Can I request quicker production of my order?

    We make sure that all products are produced and delivered as quickly as possible for all customers.  Due to the automated system in place for production, there is no process we can throw extra resources at to speed this up.

    Over 90% of orders go through our system as per a best case scenario, however there are a number of very real variables that are out of control that may affect this and so we recommend allowing for our full service level for the production of your order.

    As such, we're unable to place any guarantees on our delivery period, however we will do everything reasonably within our power to ensure swift production of all our products.

  • Can I change the type or size of my album once I have started?

    Yes, you can change the size of an album once you have started.

    Changing the product type of your project is really easy. Simply click on the icon with the double-ended arrow on the middle toolbar (located right next to the 'zoom out' magnification icon) and choose the product type you'd like to continue your project on.

    Once you've made the change, make sure that you double check every page to make sure nothing is out of place or has been changed. Once you're happy with how the project looks (the best way to do so is by using the 'Preview' function), you should then be able to proceed with ordering the project.

  • What happens if I'm not happy with my product?

    While we do everything we can to ensure your product is of the very high standard we expect, there are rare circumstances where this doesn't occur.

    If you're not happy with your product, please contact us via email (with photos showing what you are unhappy with) and we'll do everything we can to ensure you receive a product you're happy with.

    Please note: There is a 6MB email attachment limit on our servers, so please make sure your attachments do not exceed this limit; or alternatively please spread the attachments over multiple reply emails.

    If it's the quality of the product you're not happy with, please return it to us and we'll happily provide you with a full refund.

  • How do I upload my order?
    If you have placed your order, but not yet completed your upload, please re-open the editor, click 'Open Existing Projects', highlight your project and click 'Send Files'. You will need to accept the Terms and Conditions again, then select 'Upload'. 
     
    If the 'Send Files' option is not available, you may be using an old version of the editor (v2.5.x or earlier). If this is you, you will need to open your project and click on the 'Order' button (the green shopping cart icon). You will need to accept the Terms and Conditions again, then select 'Upload'. 
     
    You will know that your upload has been received by us when we send you the next 'Order Status: Part 2 of 2 Project Received' confirmation email.
     

    If you have any trouble uploading your files, please check your firewall, or view the system requirement FAQs for more information.

  • What type of paper do you use? What is the life span of the paper?

    All of our Standard Definition Classic Photo Books are digitally printed on 180 GSM semi-gloss acid-free paper. This paper is considered optimal for albums due to its increased thickness and quality while still remaining pliable enough to fulfill the requirements of our albums.

    For all of our High Definition Classic Photo Books, we use 250gsm Luster photo paper. Thicker than our Standard Definition paper, HD Luster paper is glare free and hides fingerprints. High Definition Photo Books are also available in 250gsm Glossy photo paper. A high gloss finish with superb shine and increased vibrancy of colour and saturation.

    Here are some definitions of the terms used to describe the paper:

    Acid-free - means that the paper has been treated to neutralise its natural acidity. Without this the paper would slowly turn yellow over time, similar to an old newspaper.

    As long your photobook is cared for and it’s stored in a cool dry location out of direct sunlight, we’d expect it to last for generations.

  • What binding method do you use to create your albums?

    All of our Classic Photo Books use a binding method called perfect binding. The pages of an album are glued together with the latest technology using a glue called PUR glue. This form of glue is exceptionally strong and ensures your album will last for generations.

  • How many pages can I have?

    In our Classic Photo Books, the 16x12”, 12x12”, 11x8.5” and 8x11” sized albums have a minimum of 30 pages and a default of 40 pages, however the 8x8”, 8x6” and 6x6” sized albums have a minimum of 20 pages and also a default of 20 pages. You can have up to 200 pages in all Classic Photo Books. 

    To delete any unwanted pages to the minimum, you need to make sure you are on a double page spread, then select ‘Page’ then ‘Delete’.

    Please note that pages need to be deleted in pairs and cannot be deleted individually. The exception to this being 8x8” and 8x6” Layflat Photo Books where pages may only be added/deleted in groups of 4. 

    The number of pages we allow in our albums is based on the binding process we use. Any more or less pages will result in a less than satisfactory binding of your album that we are unwilling to provide.

  • What is text hot-stamping and how do I add it?

    Text hot-stamping is a process that places your own custom message on your Premium Material cover. Premium Material covers are available for 12x12” and 16x12” in Classic Photo Books and Layflat Photo Books.

    The text is positioned in the very centre of your front cover. There is a choice of 2 typefaces: Optima and Helvetica Light; and a choice of three finishes: Gold foil, Silver foil or Blind (deboss impression, no foiling). Maximum of 25 characters.

    This costs $14.95 and is only available on Premium Material cover albums.

  • What is a Photocover? How do I add/remove it to/from my album?

    The Photocover is a printed page which is bonded to the front and back cover of the album. The Photocover allows you to insert your own photos and text and design your cover (front and back) in the same way as any other page in your album. 

    Within our editor, the left hand side is the back cover and the right hand side is the front cover.

    A Photocover is added by default to your project when you start it.

    If you do not want a Photocover then you can select either one of our Deboss Material covers or Premium Material cover albums before starting your project in the editor.

  • What cover options do you have available?

    For our hard cover albums, the options for cover types are as follows:

    Photocover: Design your own full image cover with photos and text. Matte laminate finish.

    Deboss Material Cover: Leather or Buckram material with an image debossed into the front cover.

    Premium Material Cover: Full Leather or Buckram material cover. 

    We also provide a hot-stamping service for all Premium Material covers that allows custom text in 2 typefaces - Optima and Helvetica Light. This costs an extra $14.95 and is available in Silver, Gold or Blind (deboss impression, no foiling).

    We also provide a Softcover option. This is similar to our Photocover in that it has your image print on it, except using 190gsm paper stock instead of cardboard for the cover. 

  • How are your products delivered?
    All of our products are delivered via DHL Express service which can take 2-3 days from dispatch.
  • How are your products packaged?

    We package our hardcover albums in secure cardboard packaging that contain significant buffers to protect your album from damage during transit.

    We've found this packaging method to be extremely resilient with next to no complaints surrounding a damage in delivery item.

    Our other products are packaged using the appropriate packaging, such as poster tubes and stiff board packaging, which again we've found to provide excellent protection for our products.

  • Do you deliver outside of Australia?
    We're deeply sorry, but unfortunately we're unable to organise international delivery of our products as we're only able to deliver within Australia
  • How long will it take to produce and deliver my order?

    Our service level is to dispatch within 7 business days from upload to completion. While there is a chance that it will be completed and dispatched a bit quicker than this we always recommend customers allow the full service level to ensure they receive their product in time though, as quicker production cannot be guaranteed.

    We produce all our products as quickly as we can, so unfortunately there isn't anything extra we can do to speed this up (even for a fee).

    To provide some additional information, there are many factors that contribute to the amount of time it takes to produce our products, so unfortunately we're unable to be more definitive about exactly how long it will take and can only provide estimates.

    There can be up to a dozen different machines used for a single item, and while Quality Assurance issues are rare, they do occur (just like in any production system) so we always recommend allowing the full 7 business days for the production of your order.

    In regards to delivery of your order, all of our products are delivered via DHL Express service, which can take 2-3 days from dispatch.

  • I've received my album and would like to order more copies, what should I do?

    To re-order an album, simply create a duplicate copy of your project, then open the duplicate copy and step through the normal ordering and payment procedure again. 

    To duplicate your project: 
    1. Click 'Open an Existing Project'. 
    2. Click once on your project name that you wish to re-order so that it is highlighted in the list. 
    3. Click the 'Duplicate' button towards the bottom of the screen. 
    4. Give the duplicate project a new name and click ok. 

    Then open the new duplicated project and click on the shopping cart to place your order again. 

    If you are re-ordering hardcover photobooks, please make sure that you re-specify the cover option that you would like, along with any extras such as the optional engraving. 

    Unfortunately it is not possible for us to place a new order from a previous upload on your behalf, due to privacy, copyright and technical issues. 

  • Can I track and trace the delivery of my order?

    You can track your order through the DHL Website, using the consignment note for your delivery. 

    Consignment notes are updated at approximately 6pm on the day of dispatch, so please check after this time for up-to-date tracking.

  • Why am I receiving an 'empty photo frame' or 'empty text box' warning?

    The empty photo frame or empty text box warning is used by the editor to draw your attention to the fact that there is a frame or text box in your project that doesn't contain a photo/text. If you can't see this frame, it's possible you've covered it with other photos or text.

    So long as you're happy with the affected page as it appears in the work area and 'Preview' function of the editor, you can safely ignore this warning and continue with the ordering process. Please rest assured that empty photo frames or text boxes won't be printed in the final product.

  • Why am I receiving an 'empty page' warning?
    The empty page warning will appear if you have a blank page in your album, that is, a page that has no design on it at all.

     

    So long as you're happy with the affected page as it appears in the work area and 'Preview' function of the editor, you can safely ignore this warning and continue with the ordering process.

     

    Please note, due to our highly automated system and variable page allowance it is impossible for our production system to recognise blank pages that are unwanted. Therefore if you have any blank pages in your project at the time of upload, please be aware that they will be bound into your album.

    You can delete unwanted pages by selecting them, then either 'Page' from the top menu then 'Delete', or 'Ctrl-D' on your keyboard. Pages are only able to be deleted in pairs also.

    If you are unable to delete pages, then it is likely you have reached our binding minimum for the album you have created. The number of pages we allow in our albums is based on the binding process we use. Any more less pages will result in a less than satisfactory binding of your album that we are unwilling to provide.

  • My upload did not complete. How do I start it again without re-ordering?

    If your upload has not completed, you can start it again by following the below instructions:

    1. Open the editor program, click the 'Open Existing Projects' button 
    2. When you see the list of projects, select (click only once) on the project you would like to upload. 
    3. Click on the 'Send Files' button at the bottom of the list. 

    You will then see the Terms and Conditions and then you'll be taken straight through to the upload options. Once you get to this window, please click on the 'Upload Files' via internet option (the first option from the left) and the upload process should then start automatically for you. 

  • Can I alter or cancel my order?

    Due to the automated system in place and our batch printing production method, we're not able to alter or cancel an order once it has been placed.

    We do not have edit access to our customers projects to be able to make any changes, which is why you are asked with the Terms and Conditions if you have checked your order and wish to continue.

    With regards to cancellation, when an order is placed it is immediately and automatically submitted to production and combined with other orders to create a batch. In cancelling any given order we'd need to cancel the whole batch which we obviously cannot do.

    It is this level of automation and integration that provides us with an efficient process allowing us to create quality products at the current prices. Without this automation, our costs and therefore product prices would be significantly higher.

  • Why am I getting a 'Missing Photos' warning?

    If you're receiving a warning advising of missing photos, or photos that you have added before now have a red exclamation mark in the middle of them, then this means that the editor is unable to locate the photos.

    You will still be able to see a thumbnail version of the photos though, to assist you in re-adding the correct photos to the correct spot.

    The most common cause of this is if your photos are saved on USB/CD or to an external hard drive.

    As these are removable sources of media, the editor is unable to successfully locate photos stored on them.

    To avoid this happening, we would recommend to save all the photos you wish to use directly to the computer.

    Another cause of this is if you have moved or renamed the photos from the original location where you took them from - as they are no longer there, the file path that the editor has remembered is no longer valid.

    To add your photos back into your project, when you open it a window will pop-up saying 'The following pictures are missing...'. Click on the 'Find Pictures' button.

    The editor will then continue with a 'Find missing pictures.. ' window, which has the pictures listed there. Click on one of the pictures and click the 'Update' button. 

    A window should come up to allow you to choose the photo folder (you will not be able to copy them straight off the CD, so please make sure you copy the photo folder to an easy to find location, such as 'My Documents' or the Desktop).

    Once you've located the photo that you were intending to update, select the photo and click 'Select'. 

    After a moment, the editor should recognise that the other 'missing' pictures are located in the picture folder (if they are all located in the same folder) and will ask you if you would like to update the other missing photos as well. Click 'Yes' and every photo should now be updated and you should be able to click on the 'Continue' button to proceed to editing your project.

  • Why am I having trouble uploading? What does 'Cannot Connect to Server' mean?

    If you are receiving the error message 'Cannot connect to server', or your upload does not commence (or keeps restarting), then this means that you most likely have a firewall restriction that is preventing the editor from uploading your file.

    If you're using a work network, most work places have network firewalls in place so we'd recommend contacting your network administrator to see if they can add an exception in the network firewall, otherwise you may need to do this from home.

    To resolve this issue, you'll need to add an exception to your firewall to allow our editor to upload your project. You can do this by following the below steps:

    Go to START > Control Panel
    Click on 'Security Center'
    Click on 'Windows Firewall' or 'Allow a Program through Windows Firewall'
    Click the 'Exceptions' tab, or click the 'Change Settings' option
    Highlight 'PhotoPico' and click 'OK'
    This will allow the PhotoPico editor access to the internet.

    If our editor is not showing in the drop down list, you may need to click on 'Add Program' or 'Allow Another Program' and select it from the second drop down list that comes up.

    If you use a 3rd party firewall (ie. McAffe, Norton, Avast etc..), please consult their website for instructions on how to create an exception. If you're still unable to get around your firewall, please let us know and we'll try to help as best we can.

    If your upload stalls part way through, or keeps stopping and starting, then it may be your firewall kicking in and blocking the upload partway through. Following the above steps should resolve this issue.

    If you're uploading wirelessly, we highly recommend directly connecting your computer to your modem and trying again. A wireless internet connection works well for bursty traffic such as web browsing, however for sustained uploads such as uploading your project to our servers, wireless connections can be quite unreliable.

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