Help

Jump to: General questions, Ordering prints, Problems with your order

If you can't find the answer to your question in these pages then please contact us and one of our support staff will assist you.

Tell me about the Print Service

You can use this service to order real photographic prints of the selected images in a wide range of sizes or gift items delivered to an address of your choice. You'll need a valid credit or debit card to place orders. All transactions are conducted over secure servers and your card details are not retained.

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Do you allow international customers?

Yes! This service is available to all, irrespective of your home country. You should note however that postage and packing costs, and delivery timescales increase for addresses outside the UK or Ireland.

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How do you handle VAT/sales tax?

VAT (at 17.5%) is automatically charged for all orders being delivered within the European Union. If your order is being delivered outside of the EU (including tax free territories such as "Channel Islands") then VAT will be deducted automatically.

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How do I change my password?

Whilst using the print order service, just click the "change password" button on the left of the page.

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What happens if my email address changes?

You can change your email address by clicking "My Details" on the left of the page.

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If you are seeing a page that says "you are not logged in" it may be because you have "cookies" disabled in your browser. If you are using Internet Explorer, go to the Tools menu, then Internet Options. Now select the Security tab and make sure you have security set to "medium". For Internet Explorer version 6.0 you have to explicitly allow cookies by going to Internet Properties -> Privacy.

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How much do you charge for prints and gifts?

Our full price list is available by clicking the "prices" button on the left of the page.

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To place an order for photographic prints, you need to do the following:

1. Select the images that you want to order and add them to your shopping basket

2. Within the basket you can select quantity and print size for each photo. If you make any changes be sure to click the "save changes" button.

3. When you are happy with the contents of your shopping basket, you can choose to check out. At this point you will be asked to enter your email address. If you are a returning customer then also enter your chosen password.

4. You can now enter/confirm your billing details and enter a delivery address. Once we know where to send the prints we will ask you for your credit or debit card information. Then you have one final chance to confirm your order.

You will receive an email confirming the order and a second email when we dispatch. You can check your order history at any time from the "order history" link on the left of the page.

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How do I order gift items?

Most gift items can be ordered in the same way as prints. You can add the photo to your shopping basket first and then go into the basket to set the quantity and gift item from the product list. Remember to click the "save changes" button when you do this.

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Can I have an order sent to a different address?

Yes! We can dispatch to anywhere in the world.

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How long will it take to get my prints and gifts?

This depends on whether the images that you are ordering from are immediately available or need to be supplied by the website. Once we receive the images we can usually dispatch small print orders same working day (Monday to Friday). Gift and poster-sized print orders take up to three working days before dispatch.

In the UK we use the first class post for domestic mailings and air mail for overseas. For most UK addresses, the photos will be received the next working day. For Ireland and other European destinations delivery should be within 72 hours. We will send you an email as soon as your prints are dispatched.

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Is it safe to enter my credit card details?

Yes, we use CyberSource who offer the most advanced secure internet payment solution currently available. Your card details are only held on our site for the duration of the check out process and even then they are held in an encrypted form. All card transactions are made through a secure form and transmitted through to a secure server.

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When will my credit card be charged?

We charge your card when you place the order. We will refund the value of the transaction to your card in the unlikely event of any problem with the order or the dispatch process.

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Will the printed photos be cropped?

By default all photographs are resized to fill the photo paper (without any blank areas). That means that some parts of the image (at the top and bottom, or left and right) may be cropped if the image is a different shape to the print. We call this setting "crop".

If you want the whole image to appear on print regardless of shape then you can click a box in the shopping basket called "to-fit". This will put white space around the image and nothing will be lost. Click the to-fit heading in the basket for an example and explanation.

You can see how your image will be printed in the shopping basket. If you turn on thumbnails in the basket, each photo will have a red rectangle showing which portions of the image will be printed in the selected print size. If you change the print size and click the save button, the rectangle will be redrawn.

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Use this guide if you have a problem with a recently placed order

I have a missing or incorrect item in my order

A missing or incorrect item in an order is an extremely rare problem for us. However, if you have an eror in the order that you have received please contact us and we will remedy the situation.

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I have not yet received my order

Usually we dispatch small print orders same working day (if received by 4pm). Gift and poster orders take up to 3 working days for dispatch. We use first class post for UK orders and Air Mail for overseas. If you have received a dispatch confirmation email from us, but your order has not yet arrived then it must have been delayed in the postal system.

If you order was sent via a trackable service (if so a tracking code would have been quoted in the dispatch email) then you can go to the Royal Mail website and use their track-and-trace service.

In the unlikely event that your UK or Ireland-bound order does not arrive within 1 week of dispatch then please contact us and we will redispatch. Longer grace periods apply for international orders. If in doubt please contact us and we will investigate.

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My order has been damaged in the post

Please contact us quoting your order reference and details of what has been damaged. We will then arrange to replace the damaged items.

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