Jessops Photo FAQs


Christmas FAQs


1) Can I cancel / make changes to my order?

As soon as your order data is entered into our server it is automatically transferred to the production process which does not allow manual intervention. We can try to stop the order from being despatched. However you will need to contact us and we will be able to check this for you. If you do wish to cancel an order it is better to contact us as soon as possible so we have a better chance of being able to do this for you.


2) How do I know if my order has been successful?

When your order has complted the data transfer you will receive a confirmation of order on screen. This will then be followed by a confirmation e-mail to your registered e-mail address. If this did not happen and you did not get an order number then the order has not finalised. If you are still unsure then please contact us and we will be able to check this for you.


3) How long will my order take?

The delivery times for all our products can be seen here. Depending on the value of the order your order will either be delivered by TNT packet post which can take 2-4 working days or by Royal Mail registered post which can take approximately 1-3 working days. For larger orders we will send them using a courier which will be received the next working day if the item is despatched before 3pm or the following working day if the item is despatched after 3pm.


4) How do I use a voucher when ordering on the website?

When you add your items to the shiopping basket you will be able to enter your voucher code box in the feild under the basket. You will need to press 'Check'. The voucher code should then deduct from the value of the order. If the voucher does not deduct correctly please check the terms and conditions of the voucher to ensure you are ordering the correct item. Please also be aware only one voucher code can be entered per order.


5) How do I use a voucher when ordering on the software?

When you add your items to the shiopping basket you will then need to select 'Order Now'. This will then move you though to let you log into your account. You then need to select your billing address and payment method (even if you have a voucher) but you will not be asked for your payment details at this stage. On the followjng screen you can enter the voucher code. Once entered please press 'Apply'. The voucher code should then deduct from the value of the order. If the voucher does not deduct correctly please check the terms and conditions of the voucher to ensure you are ordering the correct item. Please also be aware only one voucher code can be entered per order.


6) What are our last Christmas Ordering Dates?

"Due to the fact our products are not stock items and have to be produced and shipped, we have to set cut off dates for guaranteed Christmas delivery. Details of these dates can be found here. Please be careful to make sure you are checking for the correct product in the list as some products are similar but have very different lead times, i.e. Standard Paper Cewe Photo Books and Photo Paper Cewe Photo Books. Orders placed by this date should be delivered to you by Christmas Eve, orders placed after this date may not be with you before Christmas. This is of cause subject to our delivery companies.


7) Can you prioritise orders and upgrade to guaranteed shipping?

Unfortunately we do not offer a service where we can prioritise orders in our systems nor manually upgrade the shipping. All orders will be processed as a first come first serve basis.
We do however offer express shipping on some of our CEWE Photobooks. We are not able to offer this service on all books due to their production location. If this is available you will be given the option. This service is only available in the software and cannot be combined with other products where the service is not available. If the option is not selected during the ordering process it can not be added after the order has been placed. Please be aware this will guarantee next working day shipping on your order as long as the order is completed before 15.00GMT and it will not speed up production of the CEWE Photobook.


8) What is your returns / refunds policy?

CEWE PHOTOBOOKS are covered by a 100% Satisfaction Guarantee, see more detail here. All other products cannot be returned for a refund once ordered unless they arrive damaged or with a quality issue. If your order has arrived damaged or you believe there is a problem with the quality of your order then please return your order to us, free of charge, using the return address label enclosed on your delivery note. Please enclose a short note to advise what the problem is with your order and we can investigate it for you. We do unfortunately require the order to be returned to ensure the damage or quality issue can be checked.


9) How do I know if my images are suitable?

The software has a built-in quality indicator on the toolbar. This shows a green smiley face for good quality images, orange for acceptable quality, and red for low quality. Please note that this takes in to account the image size only, and not the content, so if your image is blurred (e.g. camera shake or poor focus), this will not be shown on the quality indicator. If your image is showing an orange or red face, you can resize your image. This will improve the print quality (as less stretching will occur). We print at 300 dpi.


10) Ordering multiple items

If you are ordering more than one of the same product in order to upload more images you first need to create your first order and add it into the basket, you then need to navigate away from the basket using the product banner running along the top. You then need to create your next order and add it to the basket; you will then see your previous order in the basket also.
Please do not use the back function as this will over ride any previous item added to your shopping basket.



Output FAQs


There is a white border around the pages of my book and my images do not fill the pages

If you wish to have just an image to fill the whole page you should select this as a background to ensure that it is sized to fit. To select an image as a background you need to right click on the image before dragging to the page and select the image as background option.

You can select the image to appear as a background on the left, right or both pages.


Why is my order darker than my screen/alternative print out?

Images may appear lighter on screen as most modern monitors have a backlight; a backlight is a form of illumination used in liquid crystal displays (LCDs). As LCDs do not produce light themselves (unlike Cathode ray tube (CRT) displays), they need illumination (ambient light or a special light source) to produce a visible image. Backlights illuminate the LCD from the side or back of the display panel, unlike front lights, which are placed in front of the LCD. Backlights are used in small displays to increase readability in low light conditions, and in computer displays and LCD televisions to produce light in a manner similar to a CRT display, which is why your images may appear darker when printed.


Why is the edge of my canvas not on the print?

When you order a canvas there is a 3cm wrapping area where the canvas is wrapped around the frame. If your image is on the part that is wrapped around the frame then it will not be corrected during the ordering process as we use an automated print system so your data is printed exactly as we receive it.

If you order via our software then there is a greyed out area visible when ordering depicting the wrapping area. If any of your image is on this grey section then it will be wrapped around the frame.


Why is there a black mark on my image in my printed CEWE PHOTOBOOK?

Black marks are caused by a problem with the red eye correction tool. There is an intermittent problem in the software which can occasionally cause the red eye to try and correct an image in the wrong place causing a black mark. This is something that we are currently working on fixing for our next version of software. Please send us a picture of the error and your order number via email and a member of our customer services team will be able to send you a voucher code and instructions on how to reorder.


How long should I wait for my order to arrive before I chase it up?

We do advise that standard delivery for orders is 1-3 working days; your order will be delivered by Royal Mail. If you have not received your order in the estimated delivery time, we do advise that you allow up to 7 working days for it to arrive. In the meantime we do recommend contacting your local post office as the package might be waiting there for collection. We cannot class an item as lost/missing in the post before this time has passed. If after 7 working days from the dispatch of your item you have still not received it then please contact us at this time.


What should I do if my order arrives and it is has been damaged in the post?

If your order arrives and it is in a less than perfect condition then we would ask that you take a picture of the damage and email this to us. Please ensure the picture you send is no larger than 10MB, as this is the limit on our server. Please include your order number in the email along with a brief explanation. Once we have received your email we will reply and let you know what happens next.


My CEWE PHOTOBOOK has arrived and there is a spelling mistake in it. What can I do?

When we print your book we use an automated print system so we print the data exactly as we receive it. The data we received for your book is stored as a 'read only' file which means we can view it but we cannot make any changes to it ourselves. If we reprinted your order the same spelling mistake would still be there. If you are not happy with your book then you can return it to us under our 100% Satisfaction Guarantee. Once you have returned your book, we can then issue you with a voucher so you can make any necessary changes and then re-order.


I want to return my CEWE PHOTOBOOK under your 100% Satisfaction Guarantee. How do I go about this?

Our 100% Satisfaction Guarantee states you can return your order to us within 14 working days of receipt of the order if you are not happy with it. To return your book you can use the returns label provided on the invoice of your order. All you need to do is package up the book, include a brief note with your order number and the reason for return, then stick the returns label on and it in the post. We ask that you also state whether you would like a voucher to reorder or a full refund and we will contact you with confirmation once we have received your order.


I am uploading my CEWE PHOTOBOOK but the progress bar is stuck at 99%. What should I do?

If the progress bar sticks at 99% and does not complete, it is likely that you have not completed all of the information needed. When you enter your payment details on the small payment screen you need to ensure you scroll down to the bottom of payment page and click 'complete'. You can then click the 'next' button at the very bottom of the page to complete your order. If you do this and still cannot complete your order then please contact us.


Why are my prints not the 6x4" size that I ordered?

You received smaller photographs due to a difference in aspect ratio (length to height measurement).

Traditional photographs have an aspect ratio (length-to-height measurement) of 3:2, whereas most digital images have an aspect ratio of 4:3, meaning that the size is usually increased to fill the full print, resulting in cropping.

We offer two different formats when printing photographs through the software:

The website runs on the classic length format, to make sure that you receive the size of print you are expecting. If you would like to order again in variable format then please download our software.

You can find more on aspect ratio here.


What if I am not happy and feel that there is a quality problem?

You are welcome to return the order to us using the free postage label on your invoice for inspection. Please ensure that you enclose a covering letter to explain why you are unhappy and remember to include your order number.



Software FAQs


Why does my text look pixelated in my order?

Text will appear pixelated on screen if it has been copied and pasted from any other external program or if the text has been converted to a jpeg file. We advise all customers to use the text function on the software provided.


How do I burn my CEWE PHOTOBOOK to a CD?

Once you have made your order there are 2 files that you would need to burn, if you have called your order "CEWE PHOTOBOOK" for example you would have CEWE PHOTOBOOK.MCF (this file contains the information and templates of where images go along with text on the order).

You would also have CEWE PHOTOBOOK_MCF-dateien (this is a folder that contains all your images that the template gets its images from).

If your CD has both these files you can take those into store and they should be able to have this processed for you.


What do I do if I get an error message when placing the order via the software?

The software has a debug activation tool built into it which records and logs actions taken. To run this report please follow the instructions below:

This will create a file name and once you are happy with this, press ok and it will start the debug. Use the software as normal and when the error has been located the debug will recorded this. Please save this debug file and a screen shot of the error code and attach them to an email to us.


What is AIC and how do this work?

Automatic Image Correction (AIC) is something that is applied to your order once you have uploaded it to us so you will see no visible change on the images prior to you uploading it. It is applied to your order during the print process.

The AIC will enhance colours within your images, we do advise for any images that are edited externally that you de-activate this function.

You can check whether Automatic Image Correction is turned on or off by right-clicking on your image. There will either be a green tick or red cross next to the Automatic Image Correction option on the pop up menu (green for on, red for off).

If you are ordering via the website then the AIC is automatically applied to your images.

If you are ordering a Photo Paper CEWE PHOTOBOOK, we recommend that you activate the AIC.


Can I remove the text box from the spine of my book?

You cannot remove the text box from the spine however if you leave this box blank then nothing will print on the spine. As a double measure you can click on the preview button located on the toolbar at the bottom of the screen and the preview will show you exactly how this will print.


How do I download the software?

To download the software, please visit our software download page and select the correct download for your operating system, following your browser's download instructions.

Please ensure that your system meets the necessary system requirements which can be found in the download software section.


Why can I not download the software?

If you cannot download the software we advise that you check you meet the necessary system requirements - check our download page for the most up-to-date requirements.

Please note that our software is not suitable for netbooks.

Also check if you have any pop up blockers installed on your system as this can often prevent the software from being downloaded. Ensure you stay connected to the internet for the whole download process as the software can download in parts and need to reconnect.

Also check your antivirus software and add trusted URL : Most firewall programs should either have the option to set an exception for trusted URL's (in this case http://dls.photoprintit.de) or to allow the installer to communicate through the firewall.


How do you create a collage on a book?

Hold the ctrl key on keyboard, highlight images required whilst still holding the ctrl key and right click for options.


My Mac won't let me download the software as it keeps saying I can only download from the App Store. What I should do?

Please follow this link to find out how to change the settings on your Mac so that you are able to download software that isn't in the App Store.


How do I create a CEWE PHOTOBOOK?

Once the software download is complete you can then click the shortcut icon on your desktop and the software will load.

Please choose the type of book that you wish to create and you can now start the creation process.

The first thing that will load is the photo assistant. When using the software for the first time we would advise that you click on the tab 'create without assistant' tab, as this allows you to get used to the software.

Your images appear on the left hand side of the screen and you can drag them across to the page and drop them into the template.

To delete any image or template you can right click and select delete. To change your text on the cover please click on the text box and it will then become active and you can delete or edit your text. The text functions can be found in the text section of the tool bar in the top of the screen and you can make changes to your size font and colour etc.

The software allows you to customise your layout so you can use our page layouts that are found in the 'page layouts' tab on the left hand side of the screen. We offer many types of layouts and you will see there is a drop down menu to select how many images per page you would like and you can then scroll up and down to select your layout. When you have found the layout that you wish to use then you can drag it across to the page and switch back to the 'photos and videos' tab to start adding your images.

If you wish to have just an image to fill the whole page you should select this as a background to ensure that it is sized to fit. To select an image as a background you need to right click on the image before dragging to the page and select the image as background option.

You can select the image to appear as a background on the left, right or both pages.

Finally, the templates that you can use are a guide only - it is possible if you wish to click on a template and adjust it. When a template is active it will show a yellow line all around it and red circles in each corner. You can adjust the size of your template by dragging from the corners with a left click of the mouse. This will enable a picture cut vertically if the software made it layout horizontally to fit in the template.

We hope that this information helps but should you have any further queries please feel free to contact us again as we will be more than happy to help you


I want to change the paper type, how do I do this?

On the bottom right of the creating stage of the software, there is a grey options box which shows the price details and product specification of book that you are creating. Click here to see what paper options are available for the book you are creating. As you choose your paper type, the price will change accordingly. Even though this only changes the paper type, we would advise that you run through your book once you have changed the paper type to confirm that nothing has changed.

In this section you will be able to change the number of pages and cover type.


I am getting an error: 'Error 500 / software cannot connect'?

If this is the case we would first of all recommend you follow the instructions below:

If you are not able to connect, please first of all enter any proxy details you are aware of (if you are using a work PC you may need to contact your IT department).

If this is not applicable to you, then please feel free to try swapping between the options "Use system proxy" and "Do not use proxy" and then checking the connection again by selecting the "Start" button.

Unfortunately if a connection is still not found at this stage then the problem lies with your specific firewall and/or proxy. If this is the case then we would suggest that you contact your proxy/firewall provider or look for instructions on how to add our programs to your "safe/allow list". Once we have been added to your allow lists then you should find that you are able to order through us.


I open my project but it is blank?

Unfortunately it seems as though your order may have become corrupt or that you have lost a certain amount of data due to partial corruption. In this document we will do our best to talk you through how to attempt to recover at least some of your lost work.

When creating your CEWE PHOTOBOOK it is saved in two sections. For the purpose of this explanation we will have saved our book as "Book". When your book is saved the file extensions will be the same apart from the actual name.

So when you have saved your order this will create two pieces of information:

When everything is working the two files should be side by side as shown above. However when an error / problem or corruption has occurred then you may find that you receive a third file:

Unfortunately, as our software will only recognise the Book.mcf file and not Book.mcf~ you are not able to simply open the Book.mcf~ and so we will need to rename the files manually to allow us to check this temporary file.

To rename a file simply right click on the folder and you will see a menu .

Within this box there should a “Rename” option. Left click this option

Once this has been clicked you will see that you now have the ability to change the name.

Please change this to show the number 1 on the end i.e. Book.mcf1

In renaming this you may get an error message to tell you that the file may become unusable, please ignore this and simply carry on with the rename.

* This may happen on both renames

Now we will need to repeat this with the Book.mcf~ file. This needs to be renamed to be called: -

Book.mcf

(So you simply have to remove the ~ from the name) what you should end up with is what looks like the image below

Now these have been renamed the: -

Book1.mcf : - will be unlinked to the images folder

And

Book.mcf will now be linked allowing you to now open up this file through the software.

All being well this file should contain more information, and should allow you to carry on with your project, without having to start from scratch. Unfortunately on rare occasions where there are larger problems you may find that this contains less information. 

Should this be the case you simply need to follow the instructions above to allow you to rename the files back to what they were originally: -

Book.mcf > Book.mcf~
Book.mcf1 > Book.mcf

We hope that this helps although should you still have further problems please feel free to contact us again as we will be more than happy to help.



Online FAQs

What colour space do you use?

A colour space is a set of colours that can be displayed by an image giving media. Depending on your software settings and the hardware that you are using colour spaces can vary.

The colours used by most digital cameras are adjusted to the sRGB colour space, because this is the colour space that has established itself as the worldwide standard for screen display.

To meet the requirements of as many customers as possible, we base our automatic workflow on sRGB colours that are then converted to the outputting systems with the help of ICC profiles. For digital printing processes we convert the sRGB colours to the CMYK colour space shortly before printing.

Jessops Photo Software allows for embedded RGB-ICC Profiles. Images in AdobeRGB, ECI-RGB or ProPhotoRGB colour space will be interpreted correctly in these software versions.

If you send us your images in any other colour space, we are suggesting the following steps to ensure the optimal colour results: Convert your images to sRGB (e.g. in Adobe Photoshop go to "Edit" and then "Convert to Profile"). Afterwards please integrate your images into the layout of your Jessops Photo product.

To get the most accurate monitor display possible, we recommend to adjust your settings according to the sRGB standard and to adjust your contrast and brightness according to the test image below.

Colours can vary even if a professional colour management is in place, because differences between the monitor colour space which is a luminous media and the output colour space which is a reflecting media can't be avoided 100%. Other factors such as the light situation of the environment are also influencing the vision.


Can I change my screen settings to match your printers?

The colour space of your screen is larger than the colour space of printers. The possibility to print exactly what you see on your screen is therefore limited. In addition improper settings and technically inadequate screens can lead to colour deviation.

The ambient light also influences the colour perception.  So differences between your screen display and the printed colour is normal to a certain degree.

If you adjust your screen settings as followed you will get the best results:

If you have a measurement device (spectral photometer) and the respective monitor calibration software, you can also follow the instructions in your software.

If you don’t have those tools available (this is the case for most customers), we recommend using the contrast and brightness settings in the following document:
http://www.photoindustrie-verband.de/_files/ftp/texte/dqtool/DQ-Tool_Kontrast.jpg

Please open the image from the link above in any photo editing software or your Jessops Photo software and maximize the screen. Your monitor allows you to change the settings of the colour temperature, contrast and brightness. Those settings are independent of your computer.

  1. Adjust the colour temperature to 6000 – 6500 Kelvin
  2. Maximize your contrast
  3. Now decrease the brightness until the dark Q (left side of the image) is barely visible. Also the light Q (right side of the image) should barely be visible.
colour temperature

What is Automatic Image Correction (AIC)?

The AIC optimizes the image quality of your photos. It will even out exposition errors and colour issues and it will also adjust the contrast and saturation of the colours for optimal print. The AIC functionality is fully automatic. The intensity of the adjustments is determined by an image analysis. The settings are optimized for the majority of all images. So on average the AIC will improve the image quality. We recommend turning it on by default.

Only sometimes it is better not to use the AIC. For example if you already optimized your images with a photo editing software and you don't want to change the results any further. In these cases you can either turn the AIC off for single photos or for your whole project. Please go to "Settings" and "Photos" in your Jessops Photo software to adjust the AIC settings.


Do you sharpen images?

We always sharpen images slightly. This is independent on the AIC being turned on or off. We recommend not to sharpen images significantly in an external software.


What is Red-Eye Correction?

Red eyes can occur in images if flash was used in a dark environment. The light flashes through the widely opened pupil onto the retina, i.e. the red inner part of the eye.

In the Jessops Photo software you can change the red-eye correction settings under "Settings - Photos" as followed:

If the red eye correction is turned on, you can see the effects directly in the editor.

In the slideshow on the Jessops Photo software you can also use the red eye correction in a more detailed way for individual images. In the menu point "settings for red eye reduction" you can either do a search for all red eyes in the entire image or you can select a certain area where the red eyes can be found. The latter is recommended if the automatic search doesn't find the red eyes.


I need to order a large amount of prints should I use the website or software?

We advise if ordering over 80 images to use our software as the images will upload faster and you will avoid your connection timing out and dropping the order before it is completed.


What is the best resolution to send my images at?

The resolution of your photos should be based on 300 ppi (pixel per inch) in relation to the printing size in your layout. If your photos have a resolution of more than 300 ppi in relation to the printing size, the Jessops Photo software will automatically down-size to 300 ppi.

If you change the size of your image in the layout, or if you only use an image section or if you zoom, the resolution will be adjusted accordingly.

An important tool to check the resolution of your images based on their size is the smiley in your Jessops Photo software. It can be found in the top menu bar and can be red, yellow or green. If you click on the image and the smiley is green, the resolution is high enough to ensure that you are not decreasing the quality when your product is printed or exposed. This is still the case if the resolution is less than 300ppi in relation to print size. The threshold varies depending on printing method and printing material. If the smiley is yellow, the resolution is still ok, but not optimal. If the smiley is red, we strongly recommend to down-size your image, so that the resolution increases and the image quality will reach the yellow or green standard.


Where should I save my images?

We recommend images to be stored directly in folder on the hard drive. Images should not be stored on an external hard drive as this can cause issues when trying to place your order. If your images are already stored externally then we advise you copy them directly to your hard drive.


My images are saved in Picasa. Can I use them to create my order?

Some customers experience issues where the pictures held in Picasa cannot be shown correctly in our software.

We advise to export those pictures to a folder on your computer. Alternatively you can rewrite them in our Photo Show software or similar program. Afterwards the images can be used again.


I received my welcome email after I had placed my order, can I still use my promotional code with my current order?

The reason you received your welcome email after you had placed your order is because you did not register until you placed your order with us. The welcome email is sent out automatically once you register and we have no control over when you may choose to register with us. Unfortunately, your welcome codes cannot be applied retrospectively to an order; we do advise further about this in our terms and conditions. Do not worry though as you have not lost out on your offers; you can claim them with your next order so just ensure you enter in you code at the time you do place your order.


The offer is due to expire but I cannot get my order through with the promotional code and you are not currently open, what should I do? I do not want to miss out on the offer.

If you are having problems using the promotional code and you cannot contact us then please take a screen shot of any error codes or error message and email these to us as soon as you can. We would not advise placing the order without the promotional code as we may not always be able to honour the promotion for you.


How will I know if my order has been successful?

Once you have placed a successful order you will receive a confirmation of your order in an email. This will state your order number and a description of the products you have ordered.

If you do not receive this within 2 hours of placing your order then it is likely that your order has not been successful and you will need to place it again. We would advise you do contact us if you are not sure so we can check if we have received the order before you place it again.


What is the design service?

The design service is a tool where one of our professional designers will design your CEWE PHOTOBOOK for you. The first stage of the process will be to select the size and style of book and then add your images to the selection service. You will then upload your images to us so that the designers can create your CEWE PHOTOBOOK. Once they have completed their design, they will email you a link where you can view your book and give feedback. You can go back and forth with changes as often as you like until you are happy to go to print.


I have some feedback on the design, who should I contact?

You'll be able to give the designers feedback by clicking on the pages so if you wanted to move images and add text you could suggest this. They'll then send you a revised design for your approval. You can do this as many times as you need to ensure that your book is perfect before being printed.


What promotions or discounts do you currently have running?

Click here to view our latest offers - please view this page before you place your order. The promotions are to be redeemed by entering the relevant voucher code into the voucher section at the payment stage of the order process.


What is the difference between the premium photographic and the glossy photographic paper and the digital paper?

The premium photographic paper and glossy photographic paper CEWE PHOTOBOOKS are produced with thicker paper compared to the digital paper that we provide. The binding process is lay flat so if you were to add an image covering two pages you will find that you will not lose any of the central part of the image. The maximum number of pages you can have is 98 and the premium photographic paper CEWE PHOTOBOOKS are only available in a hard cover.

The digital paper we use is 135g/m² gloss and the maximum number of pages you can have is 154. The CEWE PHOTOBOOK is available in a variety of covers such as Faux Leather, Premium Linen, Hardcover, Softcover and Booklet. The binding process is different where the pages will sink in the spine so there will be a gutter.


How do I send you a screen shot of error messages or feedback on your website?

You can do this by holding down the Ctrl button at the bottom left of the keyboard and then at the same time pressing the Prt Sc button (found at the top of the keyboard next to F12).

You can then paste this onto a blank word document by opening word and pressing Ctrl and V together. This will then capture your computer screen as you see it. You can then save the document and email it to us as an attachment.

Sending a screen shot on a Mac:

How long will my refund take to process?

If your order is refunded for any reason we ask that you allow between 7-10 working days for this to appear on your statement. The time it takes to process a refund is controlled by your bank/building society; for further information on this please contact them.


How do I use the red eye remover?

To use the red eye remover within the software you need to select "settings" and then choose "Photos" from the options. Locate where it says "automatic image correction within the software" and then choose your option from the drop down menu. You can set it to completely remove the red eye from all images or you can set it to ask you for each photo.

You do not have this option when ordering directly from the website so you would need to download the software to benefit from this.


How do I know if my images are suitable?

The software has a built-in quality indicator on the toolbar. This shows a green smiley face for good quality images, amber for acceptable quality, and red for low quality. Please note that this takes in to account the image size only, and not the content, so if your image is blurred (e.g. camera shake or poor focus), this will not be shown on the quality indicator.

If your image is showing an amber or red face, you can resize your image. This will improve the print quality (as less stretching will occur).

We print all our images at 300 dpi.


The payment for my order has been reserved in my account but the order was not successful, what should I do now?

The payment is authorised when you enter in your payment details so this will automatically reserves the payment in your account. If your order is then unsuccessful, and you do not receive a confirmation email of your order through, the amount will not be debited from your account. The payment will go back into your account but it can take up to7- 10 working days depending upon your bank.


Do you charge VAT for your CEWE PHOTOBOOKS?

Our CEWE PHOTOBOOKS are not charged VAT. All our other products are charged VAT and this is shown within the cost of the product.


Can I make any changes to an order once the order has been placed?

Sadly we are unable to change any order as this is an automated service. Orders are created as read only files to protect them from manual intervention and to ensure the data and files are kept secure.


My order hasn't arrived. What should I do?

All orders are dispatched out through packet post unless upgraded to express on the software at the time of placing the order. Packet post is not a traceable service. Before contacting us we would ask if possible to wait the whole turnaround time of your products. You may find the turnaround time product you have ordered by clicking here if your order has still not received the order than please do contact us.


Can I get a sample of the paper?

Unfortunately we cannot provide samples of the paper that we use and the paper used will differ depending on the books you are interested in. If you have any specific questions or queries regarding the paper used on a specific book, please feel free to let us know and we will do our best to answer any queries.


The images in the software appear pixelated and not crisp...

The images that show within the software are representations of your images and this is to help the software run smoothly on older PCs. If you are happy with your images out of the software and when it is selected within the software you can see a green smiley face on the toolbar, this means it will be a high quality print at that size.


I have forgotten my password - what should I do?

When logging in please make sure that you are on the Jessops Photo page (http://photo.jessops.com/) as the main Jessops page accounts and the Jessops Photo accounts do not connect with each other.


I keep receiving emails - how do I unsubscribe / delete my account?

Select the unsubscribe link at the bottom of the email you have recently received from us. If you would like to delete your account completely please email our Customer Care from the email address linked to your account and we will do our best to remove this as soon as possible.


Can I edit / cancel my order?

As soon as your order is placed and your data is entered into our server it is automatically transferred to the production process. This process is automated and therefore we are unable to intervene with your order once it is placed.

We are unable to edit or cancel orders once they have been submitted.


Where do I enter my vouchers?

All vouchers must be used before the order is placed and as such we cannot add this retrospectively. For online orders this field is just before you place your order and in the software it is after you have selected your payment method. Should you have any problems with a voucher code you would need to contact us.


What type of image files can I order with?

To order any of our photo products the images will need to be added as JPEG, TIFF, BMP and PNG files up to 10MB in size. This does not affect the quality and gives ease of use when uploading large orders. You will be able to see what type of file your image is by right clicking and selecting properties. If you use an incorrect file type it is most likely that the software will not be able to find it and you will receive an error that this is an incorrect file type.


How do I order another copy of my book?

There are 2 ways that you can order another copy of your book.


How do I order more than 1 copy of a book?

When you place the product into the shopping the basket you will see a product description and price. Next to this is a tab for extra copies and you can adjust up or down.


How do I order multiple products in the same order?

Place the product into the shopping basket and instead of clicking the order tab, select continue shopping or go to the next product you wish to order at the top of the page. Repeat the process until you have all products in the basket and then click order now.


Can I use more than 1 voucher for the same order?

No, unfortunately our systems do not allow for more than one code per order.


Are the photo mugs dishwasher proof?

Our mugs should only be washed by hand as they are not dishwasher proof.


Do you deliver outside the UK?

Sadly we do not deliver outside the UK.


Do you produce analogue film?

We do not produce analogue film as we work only with digital images.


Do you offer Matte prints?

Currently we only offer the Prints in a glossy finish.


What are the sizes of your t-shirts?

T-Shirt Spec S - XXL

Size: S - Chest (to fit): 36"

Size: M - Chest (to fit): 38"

Size: L - Chest (to fit): 40"

Size: XL - Chest (to fit): 42"

Size: XXL - Chest (to fit): 44"


I can't see all of the software, why is this?

If you are unable to see all of the software then it may be that the screen resolution is not set up correctly. Please see below the resolution needed for each screen type:

14-15"

1024x768 pixels

17-19"

1280x1024 pixels

20-23"

1600x1200 pixels

24" +

1900x1200 pixels

17-18" widescreen

1280x800 pixels

19" widescreen

1440x900 pixels

20-23" widescreen

1680x1050 pixels

24-29" widescreen

1920x1080 pixels to 1920x1200 pixels

30" + widescreen

1920x1080 pixels to 2560x1600 pixels

If you are using a netbook then sadly this will not show all of the software as currently the software is not compatible with netbooks.


Payments:

We accept the following formats of payment:

Description: We accept Maestro, American Express, PayPal, Visa, Visa Electron and Mastercard

Please be aware that we do not take a payment straight away. All funds are placed into a holding account by PayPal, bank or building society. Payments will only be taken on despatch of the order from our Labs. Payment will not be taken for any non orders.


I'm receiving a load balancing server error, what should I do?

The 'Load balancing error' appears when the software has difficulty connecting to the Photo server.

Please check that your firewall and anti-virus settings are allowing the Photo software to connect to the internet.

Please also check that the proxy settings within the software are set to 'Use system proxy'. This setting can be found by clicking on 'Settings' on the toolbar, and then 'Network'.

If you are ordering from a workplace computer or network, please check with your IT department, as their settings may be preventing the software making a successful connection.


I'm receiving an error saying that may pages are empty, but my images are on the page, will the page be printed empty?

When a warning appears stating that there are empty image placeholders on some pages, it means that there are some frames in the template that haven't been filled. If you are happy with the layout of your book, you can ignore this warning and place your order. It is possible that you added your own image that covered a placeholder. Please be assured that the empty placeholder image will not be printed in your book.

How do I track my order?

Please log in to the website with your email address and password and then click on "order tracking", If you would like more information on your order please contact us via telephone or email and we will be more than happy to help you.


What paper type do you print on for photo prints?

We currently only print on Fuji Crystal Archive glossy paper.


What is the between Photo Enlargements and XXL Posters?

Photo Enlargements:

Photo Enlargements bring your best memories to life once again. With maximum colour brilliance, excellent exposure quality and long-term UV stability, you can guarantee your photos will get the professional finishing touch they deserve. We use Fuji Crystal Archive glossy paper for our 20x30cm and 30x45cm enlargements and Fuji DPII for the 40x60cm and 50x75cm sizes.

Posters:

Our wide range of sizes and different aspect ratios means that photo posters are suitable for printing anything from family portraits to local landscapes; great as a constant reminder in your room of those special memories. Our photo posters are printed on premium semi-gloss finish (240g/m²) paper producing brilliant colour brightness to really bring your picture to life!