Order before midnight on December 14th to be delivered by December 24th.

FAQ

This section of the website has been specifically designed to help you find answers to your questions.
Take a look at the categories below...

  • Services and Guarantees
    • List of all products offered
      • FOTO.com specialises in the development of digital photography and stands out on the market because we offer a diverse range of quality products at the best possible prices.

        All our products are available on our website, you can find out all about them in the description pages.

        You'll find a complete list of all our products by clicking here.

        If a product you may want is not on our site, that is because we do not produce it.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • Where do I find the prices for the different products?
      • All prices and shipping costs are displayed on the product description pages and include all taxes.

        To easily calculate the price of your order in advance, you can also use the online calculator which is available on the product description pages.

        You'll find a complete list of all products and prices by clicking here.

        At FOTO.com, there are no nasty surprises, because before finalising your order, a detailed summary of your basket shows you exactly the full cost of everything you ordered.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • How do I receive special discounts on big orders?
      • You will find all our prices as well as discounts relating to big orders on our product description pages. These prices are calculated and applied automatically when you order.

        Besides the special offers on the website, we do not offer any individual discounts.
      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • Best Price Guarantee
      • FOTO.com's mission is to offer its customers an exceptional print quality together with the lowest possible prices . Thus, FOTO.com adds to its "Money Back Guarantee" by offering a "Best Price Guarantee"

        If you find a lower price elsewhere, please contact us and we will be committed to printing your photos at the same price. This warranty is limited to photos only. All prices must include all taxes and transportation (Priority mail), administration and packaging costs must also be included. To receive the guarantee and in the interest of full transparency towards the consumer :

        1. Prices listed are openly accessible to all (no coupons, promotional codes, promotional offers ,...)

        2. The paper used must be of equivalent quality, either Kodak or Fuji.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • Quality Control
      • FOTO.com provides a quality control adapted to each type of product. For more details, click here.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • Money Back Guarantee
      • Not satisfied with the product received? When contacting our customer service, we will refund within two weeks from the date of order. This guarantee proves how confident we are regarding the quality of our products.

        The "Money Back Guarantee" is unlimited and for whatever reason, it covers the entire amount of your order, including shipping costs.

        The "Money back Guarantee" is not applicable:

        a. For undelivered orders due to the customer's own negligence (i.e. incorrect shipping address, unknown postal address or if the order wasn't picked up at the post office, etc.)

        b. Orders that receive "special treatment" because of their large size.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • Transportation insurance
      • FOTO.com provides protection for all its customers against damages that may occur during transportation.

        Our packages are designed to offer the best possible protection . If you still notice that damage has occurred during transit, you are always protected by our permanent "Money Back Guarantee".

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
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  • Tracking & Delivery
    • Where do I find the order number?
      • Look on the email order confirmation you received or go back to the home page at www.foto.com. Click on "Order tracking" in the "Free software" tab and do a search based on the family name used in the order.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • What are the delivery methods?
      • Delivery is normally mailed directly to your house by your local postman. For customers living in Belgium, we also offer the possibilty of delivering your order to a Pick Up Point. You then have two weeks to collect your parcel.

        For larger shipments, a special delivery service, such as BPI, may be used.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • What are the delivery times?
      • Double check the average time frame for delivery to your location below:

        Rest of the World : 4 - 7 working days

        United States : 4 - 6 working days

        Other European Countries : 2 - 5 working days

        Double check the average timeframe for production by product:

        Photo prints : 2 - 3 working days

        Calendars & Diaries : 3 - 5 working days

        Posters & Photo collage : 3 - 5 working days

        Photo Book : 5 - 7 working days

        Greeting cards : 5 - 7 working days

        Canvas photos, Aluminium Prints, Plexiglas™ Prints : 5 - 7 working days

        Personalized books : 5 - 7 working days

        Diaries : 5 - 7 working days

        Framed Photos : 5 - 7 working days

        Photo items : 7 - 10 working days

        : 8 - 8 working days

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • Can you deliver to an address other than mine?
      • Yes, while ordering you are invited to fill out a form with your address which will, by default, serve as billing and delivery address.
        If you want to send the order to an address different from the billing one, you can tick the "delivery address" box at the bottom of client information and enter the delivery address in the form which appears below.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • Can you deliver to another country?
      • Yes, FOTO.com delivers in almost every country in the world.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • I'm not sure my order was taken into account. How can I check?
      • 1. Directly after ordering, you are transferred to a confirmation page.


        2. Don't panic if the page doesn't open. Go back to the home page at www.foto.com, click on "Order tracking" in the "Free software" tab or use this link and do a search based on the family name used to order.

        Please try a few hours later, in that time we will have updated our systems. Your order should be registered at the latest, within 24 hours.


        3. You should also receive a confirmation email from us . Check in your SPAM folder as your mail box may have treated it as such. To avoid such problems, you should add confirmation@foto.com to your contact list so that you will receive the invoice and the shipping notice when your order is complete.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • How do I follow my order?
      • You can follow the progress of your order on the internet
        Go back to the Home pagewww.foto.com, click on "Order tracking" in the "Free Software" tab and do a search based on the order number or the name and postcode used to make the order.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • How can I follow the shipment of my order?
      • Depending on the country and the size of the order, you can follow what you ordered by using the online tracking service. You will be able to find the tracking number on the "online tracking" page on our website once the order is ready to be shipped. Please note that in certain cases you may have to wait for the next working day to get results for your parcel.

        For lighter parcels which are treated as a letter, there is no online tracking service.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • What should I do if the delivery time has been exceeded?
      • First you may consult the online tracking system on our website.

        If the order is still in production, please acknowledge that we are aware of it and that we are doing our best to finish your order. You will be notified by email of the change of status and will receive your package within days.

        If the order has been shipped and the delivery time exceeds what is advertised on the site, please check the following:

        The delivery address on the email confirmation

        That the recipient is clearly displayed on your post box

        That the parcel wasn't dropped off at your neighbours

        That the parcel isn't at your local post office

        If none of these options provide a solution, please use our contact page and follow the instructions.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
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  • Payment and billing
    • What are the different payment methods?
      • FOTO.com, as an online service, only accepts online payment methods.

        All payment methods are indicated on the site at the bottom of the Home page.

        A complete list will be displayed at the end of the order process. Please choose your preferred payment method.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • Is online payment secure?
      • FOTO.com is a secure site for 2 reasons:

        1. We do not keep the credit card numbers used for payments. These numbers, and other personal data, are transmitted directly to banks with which we work, without us having access to them.

        2. During transmission to the bank, an encryption operation makes your data unreadable, except of course for the receiving bank.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • Where do I find the invoice for my order?
      • When your order is ready for shipment, you will be notified by an email that contains your invoice as an attachement.
        This means you can deliver gifts directly to the recipient without fear that they will discover the cost!

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • What should I do if I cannot open the invoice?
      • Invoices are sent as a pdf file. Almost all computers today are able to open this type of file

        If, however, the file still does not open on your computer, you can download Adobe Acrobat Reader for free by clicking here.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • I want to receive a new copy of my invoice by email, what should I do?
      • Your invoice was sent to you as an email attachment with the confirmation of the shipment of your order. If you have not received the email, check if it was treated as SPAM by your computer.

        If you still can't find it in your inbox, you can always contact our customer service via our contact page and we will send the invoice again.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
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  • Technical Support
    • Information relating to the transfer of photos using the Java platform (classic prints, collages)
      • In order to transfer photos, and if you use either Firefox, Chrome or Opera as web browsers, you need to install the Java platform onto your computer (Free).

        What is java?

        BEFORE STARTING
        - Check that the Java platform is installed on your computer and that you have the latest version
        - To install the latest version of Java (Free), click here

        NOW, YOU CAN START !
        After installing the Java software, you must close your browser, all tabs and all windows and start again.

        Internet Explorer users:
        Internet Explorer on the other hand uses ActiveX. If you encounter any problems with the transfer of your photos, please delete the cookies and cache and then close the browser. (Go to Tools -> Internet Options -> General tab). You can then try again.

        Mac users:
        Apple Computer supplies their own version of Java. Use the Software Update feature (available on the Apple menu) to check that you have the most up-to-date version of Java for your Mac.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • Information relating to Java for the Foto.com editor (photo books, calendars and agendas)
      • In order to use the Foto.com editor, you need to install the Java platform onto your computer (Free)

        What is java?

        BEFORE STARTING
        - Check that the Java platform is installed on your computer and that you have the latest version
        - To install the latest version of Jave (Free), click here

        NOW, YOU CAN START !
        After installing the Java software, you must close your browser, all tabs and all windows and restart the Foto.com editor.

        Mac users:
        Apple Computer supplies their own version of Java. Use the Software Update feature (available on the Apple menu) to check that you have the most up-to-date version of Java for your Mac.

        The latest version of our online editor is not compatible with MAC OS 10.5. We suggest you update your existing system to MAC OS X 10.6 or higher.
        To find out whether your system is compatible, please refer to "About This Mac" in the Apple menu.

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • I have made my own graphic file (composition). How can I check if all the requirements have been respected?
      • Regardless of the product you wish to order, some features must be common to ALL the images you send for printing :
        - the only accepted formats are .JPG or .JPEG
        - the maximum size for each individual file is of 15Mb
        - check the exact printing size. It is indicated on every product page, under the Format tab.
        - the color mod must be RGB
        - the minimum resolution should be of 150dpi, and it shouldn't be over 300dpi

        To order a photo item with your graphic file :
        - do add a margin for printing and cutting : avoid placing text or important elements too close to the edges
        - for this margin, it is advised that it is of the same color as the image to print, avoid coloured edges in case of slight gaps.

        To order a canvas print with your graphic file (composition) :
        - the surface of the canvas is entirely printed, including the edges that wrap around the stretcher
        - when creating your image, if you want it to be printed only on the front, and have white edges, consider a margin – all around the image – of the stretcher's depth plus 0,5cm. If the chosen stretchers are 2 cm deep, your image should have an extra 2,5cm on top, 2,5cm at the bottom, 2,5cm at the right and 2,5cm at the left. For 4cm stretchers, these margins must be of 4,5cm.
        - do take into account a wrapping margin, and avoid placing text or important elements too close to the edge of the fold limit

        To place a graphic file on a photo book, calendar or diary:
        - do take into account a margin for printing, cutting and binding. Avoid placing text or important elements too close to the edges

      • You haven't been able to find the answer to your question? Please refer to other questions and answers or click here to contact our customer support
    • How do I order?
      • To order you must pass through the website. We use a system where the customer uploads photos, chooses the format he wants and then pays electronically (all methods of payment are included at the bottom of the website). We then send the items to your home.
        As for details regarding how much it will cost and how long it will take, please look on the website where all information is easily accessible.


        It is not possible to order using a CD, DVD or any other kind of media.

      • For a detailed explanation of how to order online, click here.
        • Step 1 - Upload photos

          When you click on the order button, you will be redirected to a new page where you have a choice between the different transfer methods.