How can we help you?

Question 1

How do I upload photos?

Answer

You can easily upload your photos directly at smartphoto.co.uk using our simple user interface. You don’t need to install any other programs. You can also save your pictures to your user account by uploading them to ‘My Folders’ (images are not saved if you upload them directly for a product). However, please note that smartphoto does not provide permanent storage for your images. We therefore recommend that you always have your images saved locally on your device or through an external image storage provider. Contact our Customer Service team for more information.

Question 2

What sizes are available for my photos?

Answer

You can order images in different sizes and formats, including ‘Supreme Prints Fixed’, ‘Supreme Prints Variabel’, ‘Retro Prints’, and ‘Square Prints’. All the formats and sizes for prints can be found here: Format & Size.

A quick guide to photo printing sizes:
Your photos can be printed in the following sizes: 10, 11, and 13. These numbers represent the length of the shorter side of the photo in cm. Thus, the length of your image will vary depending on its proportions. For example, size 10 can be between 10 x 10 cm to 10 x 18 cm. In this instance, the image is customised to show everything in your image file and will not be cropped. This default option is called ‘Supreme Flex’ because the image length varies depending on your image size.

If you want your pictures to be all the same size, e.g., 10 x 15 cm, click the “Shape” option above the pictures from ‘Supreme Variabel’ to ‘Size 2:3 (Supreme Fixed)’. Your pictures will then be cropped to fit the new format. By clicking on the pen icon you can edit the image and choose which part is to be cropped so that nothing you want to keep is lost. Please note that 2:3 is the traditional aspect ratio for photographs.

Note that, in digital photography, the aspect ratio is different for different camera types. The default setting for a compact digital camera is 4:3. However, digital SLR cameras usually have the 3:2 aspect ratio as the default setting. You can find out how to change the aspect ratio setting on your digital camera from the user manual or the manufacturer’s website.

Finally, because of the wealth of options available to you, it is very important that you look through your pictures carefully to make sure they’re all in the format you want before completing your order.

Do you want to read more about aspect ratio, click here.

Question 3

Will my photos be automatically enhanced?

Answer

At Smartphoto, all images are automatically corrected before development for best results. However, you can choose to disable image enhancement in your smartphoto account under ”My Profile/My Preferences”.
Please keep in mind that when you disable image enhancement, all generated images and photo products in the current cart will be printed without image enhancement.
You should turn off image enhancement for:

Images you have already edited
Photos created by a professional photographer
Pictures taken with an advanced camera system

Question 4

For best results, what is required of my digital image files?

Answer

In order to get the best results for the product you order, we need your image file in .jpg or .png format. The resolution should be as high as possible without the file size exceeding 39.5 MB.

Question 5

How will I know that the resolution is good enough?

Answer

If the image resolution is not good enough, our software will let you know by showing a warning sign on your image (a red triangle with an exclamation mark). This means that your image may be blurred and/or pixelated for the size and/or product you have chosen. To remedy this, you may need to reduce the size of the product/image or upload a higher-resolution image file.
If you have cropped your image, it may be cropped too much. Unfortunately, you cannot increase the resolution of an image once it is uploaded to our website. You can order your product even if you receive a warning about the resolution, but if you do so you have no warranty.

Photo	Minimum resolution
	Height (in Pixels)	Width (in Pixels)
9 x 12/13 cm	768	1152
10 x 14/15 cm	768	1152
11 x 15/17 cm	845	1268
13 x 17/19 cm	845	1350

Canvas, Poster & Collage	Minimum resolution
	Height (in Pixels)	Width (in Pixels)
20 x 27/30 cm	709	1063
30 x 40 cm	992	1321
40 x 40/53/60 cm	1134	1701
50 x 66/70 cm	1417	1983
60 x 80/90 cm	1701	2251
70 x 93/105 cm	1984	2976
80 x 106/120 cm	2268	3402
90 x 120 cm	2551	3402

Question 6

Is there a margin not shown in the preview?

Answer

A small 1-3 mm margin is needed when you create your product. However, it is added automatically and not displayed in the preview. Please keep this in mind when placing your image on the product you want to order.

Question 7

Can I save an ongoing product/project and continue it at a later date?

Answer

Yes, you can save a product any time if you are logged in to your user account. When you want to continue creating/editing that particular product, you will find it under the tab "My Products" tab

Question 8

How can I create a new photo book with new photos?

Answer

If an old photo book appears when you are trying to start a new, you can try the following:
Make sure that your book has been saved and are available on “Your saved products”. Go to products and photo book, choose and open a new book. If the old one comes up in the creator, click on the icon “Restart” that you find just above the book. Choose to clear your book.
Click on the “photos” to the left hand side and the small bin above the images to delete them. You now have a new, empty book. Save the new book in a new name to ensure that you have the old book and the new book saved on your account, under your saved products.

Question 9

Can I amend my photo book after it is created?

Answer

Yes, you can amend the format of your photo book to a larger size in the editor where you create your book. On the right hand side you can find “icons” where you can find different formats and variations from which you can choose. If you change the format of your book, please keep in mind that adjustments and corrections might be needed in the new format due to the parameters they were saved and locked to when you started with your book. Please preview your photo book before ordering, and save the book with changes. We do recommend you to save the new book in a new name. This will ensure that the first book stays saved if you were to change your mind again.

Question 10

How do I remove the text "type your text here"?

Answer

The text on the product ‘Type your text here’ will disappear in our production as your order is being printed. Please do check the preview of the product with the little eye in the menu above your product as this shows what the product will look like after being produced.

Question 11

How do I add different names on each placement card?

Answer

If you want different names on each card, you have to make them one by one, but can of course order them all at once. The easiest way is to do this:

1. Select the desired design and upload the image (s).
2. Complete a card and save it
3. Add it to the cart
4. Go to your saved products and open the card
5. Change name / image and add to shopping cart
* Repeat from point 4 until you have everyone in the cart (change the number to one on each card in the cart).

Question 12

How do I select the start month in the calendar?

Answer

You can easily choose the start month that suits you best in our editor when creating a calendar. After you have selected the calendar you want to order, you will enter our editor where you enter your photos etc.
If you click on "Options" in the menu to the left of the calendar you are working with, you can choose which start month you want on your calendar.

Question 13

Can I track my order?

Answer

Delivery address - without track & trace
When your order is completed in our production, it is dispatched as a non-traceable letter with Royal Mail. We dispatch your order to the address you’ve provided upon placing the order. Should you or the recipient not be available at the address and the parcel doesn’t fit in the letterbox, then it will be delivered to your nearest post office who then sends you notice of this. Estimated delivery time is 3-6 business days.

Delivery address - with track & trace
When your order has been completed in our production and is ready for dispatch it will be sent with Hermes. You can follow your order with a tracking number on its way to your delivery address. Estimated delivery time is 3-6 business days.

Most orders are sent as letters or bulky letters without a tracking number and therefore cannot be location tracked. If your order can fit, it will be delivered through your mailbox. However, if the mail service finds that the delivery will not fit through your mailbox, you will receive a notification from your nearest delivery point.
Larger products, such as 40 x 60 cm canvas boards, are sent using tracking numbers. If you would like to know if your shipment has a tracking number, please enter the email address with which you placed your order and the order number of your order on our contact us page or login with your Smartphoto account to find out if your shipment has a tracking number.

TIP: If you have created and registered your email at smartphoto.eu, you are able to see the process and progress of your order in production, when it has been dispatched, on its way. If you have chosen delivery with a tracking number, all information will be shown here. All you need to do is to sign in and go to "my account" – "My order status".

Question 14

How long will it be until I receive my product?

Answer

Production time and delivery time are always considered separately. Different products take different periods of time to manufacture. More information on production and delivery times can be found for each product by clicking on ‘Delivery’ on the product page. You can also read about delivery times here.

Question 15

What are your shipping costs and how are they calculated?

Answer

We have divided the shipping costs into different shipping categories depending on product type and the number of products in the same order.

If you order products from different shipping categories in the same order, you pay only the shipping from the highest shipping category. For example, if you order 50 regular photos (shipping category 1) that cost €6,95 in postage and, at the same time, you order two mugs (shipping category 2) that cost €5,95 in postage, you only pay the postage for the prints because they have the highest postage.
If this sounds a bit complicated, don’t worry! You can see the exact shipping cost throughout the entire ordering process before completing your purchase.
You can also find the freight table in our price list here.

Smartphoto always makes sure that you pay accurate shipping and VAT when you confirm your order. Should you receive an email / sms or another company that requires payment for delivery, we ask you to ignore this false request and not pay anything extra.

Our partners, suppliers or Smartphoto, never send additional payment requests.

Question 16

How do I know my order is on its way?

Answer

When your order is completed at our production facility, we send you an email confirming that your order is on its way.

Question 17

Will my order be sent in multiple shipments?

Answer

If your order contains a mix of different products or is very large, it may be divided into different packages. We will then deliver each package as soon as its production is complete. If you haven't received your second delivery within a few days please contact our customer service and we will check the status of your order.

Question 18

My delivery has not arrived by the estimated date. Can I track the shipment?

Answer

If you are logged on to your smartphoto account when placing the order, you can find all updates of order and shipment here as well.
If a shipment does not arrive on time, please contact our Customer Service team by filling in the form below and we will check that everything is correct and undertake any action required.

Question 19

Current news

Answer

Here you will find news and updates about Smartphoto.

Question 20

I have detected an error in my submitted order (spelling mistake, incorrect image/design, etc.). What can I do?

Answer

We cannot stop the production of an order once it is started. Wait for your product and then contact Customer Service.

Question 21

Can I amend the delivery address after my order is confirmed?

Answer

If you discovered an error in your delivery address, please contact customer service through the contact form below.

Question 22

I forgot to fill in my advantage code in my order?

Answer

Unfortunately we do not have the possibility to add codes or discounts after an order has been confirmed. Once you have pressed “confirm” your order is sent digitally to our production. They immediately start the production of the order, which makes it locked against changes.
If you have issues with our codes you should always contact us before you confirm your order, so that we can help you. The next time you want to make an order you add the code in the shopping basket and press “apply code”, the discount will be shown at once so you can see it before you confirm the order.
Smartphoto does not accept responsibility for improperly used offer codes after the purchase has been completed. For more information regarding our offer codes, see our Terms and Conditions.

Question 23

What should I do if the promo code does not work?

Answer

Each promo code only works under certain conditions. Offer codes apply only to the products and quantities specified in the current deal. Each code also applies only for a limited time. Some codes are only for new customers or can only be used once. You will find all the necessary information about your particular promo code at the bottom of the news email, web feature, or advert in which it is featured. In case of problems, always contact Customer Service before ordering.

I have not received my order confirmation?
Every completed and approved order generates an order confirmation automatically. If you have not received an order confirmation, please have a look in your inbox and the spam filter or bin, the email may have ended up there. For gmail users, it can also happen that our emails end up in the campaign inbox. It may also be that you have accidentally entered an incorrect email address when ordering.
If you have any questions at all, our customer service is available and answers your questions.

Question 24

How do I create a smartphoto user account?

Answer

You can create your user account by registering your information here.

Do I have to be logged in to order?
No, you do not need to be logged in to order, but as a registered customer you can enjoy the following benefits:

You can save your uploaded pictures to your user account. That way, your favourite pictures will be there the next time you want to create a product. You can then access them from any computer, tablet, or smartphone anytime.
You can save photo products you create and continue working on them later.
If you later find that you want another copy of your photo book, the book is already saved for you. You can easily log in and order the exact same book again.
Your account gives you access to an overview of your invoices, credits, and current smartbonus!
You can use your account to track the production of your order and see its status (in production, in transit, etc.)
As a registered customer you get loyalty points (smartbonus) with each order you make. These points are sent to your account every three months. That’s right! We reward your loyalty with a bonus once a quarter! Read more about our loyalty program here.

Question 25

I have requested my password, but haven’t received the email?

Answer

Please check your spam filter and bin for the email, it can sometimes be sorted directly to the bin or marked as spam. There is a link in that email that is valid for 24h, if it is more than 24h since the email has been sent to you, please re-order the request for a password. If you can’t find this email let us know through the contact form below, we are happy to help.

Question 26

Can I change my email address or the information on my account?

Answer

Yes you can! Log in to your user account and you can easily update your information under the heading ‘My Profile’. Remember that your email address is your username when you log in to your account, so be sure to use your updated email address the next time you log in if you change it.

Question 27

I want to order a large amount of your products and wonder if you can offer a discount.

Answer

We offer no discount codes for large orders.

Question 28

I'm not really satisfied with my product. Can I complain?

Answer

If you are not satisfied with your product, please contact our customer service by using the form below. Indicate which product you are dissatisfied with and if you can please attach a photo of the product that shows what the error is. Our customer service will look into this and get back to you as soon as possible. We will always replace a genuinely faulty product with a new one.

Question 29

My product was damaged in transit. What can I do?

Answer

If you have received a damaged product, please contact our Customer Service team immediately.
For the fastest handling of your case, take a picture of the damage and attach it to the form below. Enter your order number, a brief description of the damage, and a short explanation. We will then investigate the problem and resolve it in the best way possible.

Question 30

I’m not happy with my photo card, may I have it printed on photo paper?

Answer

Our photo cards are printed through a dry process without chemicals.
You can choose to have your photo card printed on three different types of papers: Standard Paper, Sparkling Paper or Matte Textured Paper (300g). The standard paper is the most similar to a photo on photo paper. If you wish to have more information, please contact customer service by the form below, and we will help you.

Question 31

A part of my picture is missing from the canvas?

Answer

When you create a canvas on our website, you can find a dotted line on your photo. This line shows what part of your photo is shown and which part is used to fold over the frame. Please contact our customer service by the form below if you have received a canvas that is not as expected, we are happy to assist and find options to solve this for you.

Question 32

How can I pay for my order?

Answer

You can pay by Visa, Mastercard or PayPal.
All information about our payment options is available here: Payment Info

Question 33

Is my payment secure?

Answer

All data is transmitted at a high encryption level using the Adyen payment system to ensure a secure transaction. Your credit card information is not stored on our servers unless you actively choose to save your information on the page. We guarantee 100% secure payment. You can find more information on the Adyen system here. www.adyen.com.