We’ve gathered some of our customers most commonly asked questions and queries below. With advice on everything from pricing to file types and storage, get more information on our services and products here!
If you still don’t have the information you need, please Contact Us via the Live Chat button, via email on firstname.lastname@example.org or call on 0344 800444.
In order to produce items with maximum quality in terms of both colour and clarity, our software only supports the use of .jpg. Most images can be easily converted to .jpg. If you need any help with this, please contact Customer Services.
What is your returns/refunds policy?
We are confident you will love your products, but sometimes things go wrong. Returns are accepted for any manufacturing faults or defects. However, because your product is personalised just for you, we are unable to accept returns due to customer error in the creation process or a change of mind. We hope you understand. We also accept returns due to transit damage. For further information, please check our Terms & Conditions
How do I know if my images are suitable?
Our clever software will tell you if your images are suitable. If they are poor quality or low resolution, you will receive a red warning message on the screen. If this happens, the best thing to do is see if you can find the original. As a general rule, if your photo is approximately 1MB in size, it should be ok for most of our products.
Do you sell gift vouchers?
We do not currently sell gift vouchers, but it is something we are looking into for the future. Please check back soon for more information.
We offer both Gloss and Matte prints. You can choose your finish when you create your order.
Some websites change the size of your prints to fit the image, do you do that?
We don’t change the size of the print that has been ordered. If you ordered a 6×4” print, that is what you will receive. If for any reason your prints are not the correct size, please contact Customer Services.
Jessops will not pass on your personal information to anyone and will only contact you if you have agreed to be included on our mailing list. For more information, please check our full Terms & Conditions
My computer will not run Adobe Flash, what should I do?
There is an option to download Adobe Flash available on the website, but some older style computers are unable to support the software. If this is the case, please visit one of our stores where you can work with our Photosmiths on an instore computer. Otherwise, you can download our Jessops Photo app on your mobile or tablet. If you require further assistance, please contact Customer Services
Can I place an order using a mobile or tablet?
Yes, we have developed an app that enables you to work from a mobile or tablet. You can create your products and order directly from these devices, anytime, anyplace, anywhere.
I have forgotten my password, how do I reset it?
It happens to us all! Just click on the Forgot Password link and an email will be sent to your registered email address.
What payment cards do you accept?
We accept all major credit cards, including American Express. You are also able to pay via PayPal.
Do prices include VAT?
Yes, all prices include VAT – there are no hidden costs or charges.
Do you offer any finance options?
We don’t offer any finance options on our Photo Services. We do run promotions from time to time, make sure you keep an eye out for our voucher codes.
Do you offer student discount?
There is no student discount on our Photo Services. We do run promotions from time to time, make sure you keep an eye out for our voucher codes.
How do I use a voucher when ordering on the website?
If you have a promo code, you are able to enter it at Checkout.
Can I print an image that is not my own?
No, you must have the right to use the images you upload onto our website. For example, you may not use photos from another website or other publication unless you have obtained permission. For more information, please check our full Terms & Conditions.
DURING THE PROJECT
How do I know which size to choose for my order?
The size you choose is completely up to you but we do have a few tips. If you want to produce a very large print or canvas, you will need a large image size – we recommend at least 1MB but the bigger the better. If you have a landscape image, it is best to choose a landscape print. If you wish to change a landscape image to a portrait print, you may lose the edges. If you are unsure, please contact Customer Services.
How do I create a photobook?
We have created a video tutorial to show how to create a photobook: CLICK TO LINK. If you are in the process of making your photobook and get stuck at any point, please contact our Customer Services team who will try and help you. You can also visit one of our stores for expert help from our Photosmiths who can either advise you or work with you on the photobook instore. To find your closest store, visit www.jessops.com/storefinder.
I’ve started my photobook but have changed my mind on the cover type. How do I change it?
Unfortunately, once an item has been selected, the details can’t be changed. You will need to go back to the beginning and change your selection.
Why is my project blank when I open it up?
Please check that you are logged in to your personal account. Your work will automatically save, so should be available under the ‘My Projects’ tab. If it doesn’t appear, please contact Customer Services.
I have received a notification that my image is low resolution, what should I do?
Often images that you take from social media are very small. When you try to enlarge them, you receive a warning about the quality. The best thing to do is try and find the original image. If you took it yourself, the image on your phone or camera will be high resolution. If a friend sent it, ask them to email it to you in a larger file size. As a general rule, if an image is around 1MB, it should be fine to use.
My voucher code is not working. What can I do?
Please contact Customer Services to check if your voucher is still valid.
Can I cancel/make changes to my order?
Unfortunately, you cannot make changes to the order once it has been placed.
How do I know if my order has been successful?
After placing an order, you will see an order confirmation screen. You will also receive a confirmation email. If you do not receive these, it probably means the order hasn’t been successfully placed. Please contact us and we should be able to help.
My order has arrived and it is much darker than it looked on my screen. Why is that?
The image you see on your screen is dependent on the brightness setting of your computer or phone. Our Photosmiths check each order and choose the most appropriate levels of light and colour for each image, however, we cannot guarantee that it will look exactly like it does on your screen.
What if I am not happy and feel that there is a quality problem?
We want you to love your products. If you are unhappy with the quality, then we want to hear from you as soon as possible. Please contact Customer Services who will work to resolve your concerns.
How long should I wait for my order to arrive before I chase it up?
Please wait until the full Delivery Turnaround time has expired before calling or chasing any order. If this has passed, please contact Customer Services on email@example.com.
What should I do if my order arrives and it has been damaged in the post?
If you order has been damaged, please contact Customer Services as soon as possible. Please take photographs of both the packaging and the damaged product. Please remember to include your order number on any correspondence.
My Item has arrived but there is a spelling mistake in it. What can I do?
Unfortunately, there is nothing that can be done if you spot a spelling mistake after printing. Please ensure you double check all your orders before placing them.
Only part of my order has arrived, what should I do?
If you have placed an order for multiple items, they may arrive separately. Please wait until the full Delivery Turnaround time has expired before calling or chasing any order.
I would like to obtain a copy of my invoice/receipt, how do I go about doing this?
We are unable to guarantee our delivery times but we do provide a Delivery Turnaround window to give you an idea of when to expect your items. Unfortunately, situations beyond our control sometimes arise that affect delivery. If you have not received your goods and your Delivery Turnaround time has passed, please contact Customer Services.
Can I prioritise orders and upgrade to guaranteed shipping?
It is not currently possible to prioritise or upgrade to guaranteed shipping. We are always making changes to our services, so it may be possible in the future. Please check back soon.
Can I collect in store instead?
If you have already placed your order and have chosen the Home Delivery option, we are unable to change it for that order. Any new orders can be picked up in your chosen store. Please visit: www.jessops.com/storefinder for your most convenient store location.
How do I track the progress of my order?
Login to your Photo account and click on “My Account” and then “My Orders”. Click on the order and you should be able to view its current status.
How can I track my order once it has been dispatched?
Most orders are sent either standard Royal Mail or via FedEx. Once dispatched, you should receive a confirmation email letting you know your order is on its way. If you need any further assistance, please contact Customer Services.
Do you offer delivery to an address outside of the UK?
Currently we only offer delivery within the United Kingdom and Channel Islands. We are hoping to offer International Delivery in the future. Please check back soon.
I purchased my products from store and would like to return something, how do I do this?
We are sorry that you want aren’t 100% satisfied with your products. Unfortunately, with our customised printing, we are only able to accept returns if there is a manufacturing fault or defect. We are unable to accept returns due to human error or a change of mind. If you got home and spotted a quality issue, please return your item to the store. Please bring your receipt with you. If it is a non-personalised product such as a photo frame, you are welcome to return it to any Jessops store within 28 days of purchase.
Looking For Advice On Photography, Plus Hints And Tips?
Head over to our blog, here, which is packed with the latest industry news and advice on how to achieve the perfect professional photograph!
Have A Suggestion?
We’re always looking to improve our customer experience on the website! If you’d like to see some more commonly asked questions, get in touch with us here today.
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