FOTO.com

Contact us :

FOTOCOM SA
Parc Scientifique Einstein
Rue du Bosquet, 19B
1348 Louvain-la-Neuve

Contact us

You have a question about your order

Please click and select from the choices below to find the answer to your question or to access the contact us form.

You are experiencing a technical difficulty with the site and would like to contact us?

Please click and select from the choices below to find the answer to your question or to access the contact us form.

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  • 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 UPS, 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:

        Other European Countries : 2 - 5 working days

        United States : 4 - 6 working days

        Rest of the World : 4 - 7 working days

        Double check the average timeframe for production by product:

        Photo prints : 2 - 3 working days

        Personalised books : 3 - 5 working days

        Posters & Photo collage : 3 - 5 working days

        Calendars & Diaries : 3 - 5 working days

        Greeting cards : 5 - 7 working days

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

        Diaries : 5 - 7 working days

        Framed Photos : 5 - 7 working days

        Photobook : 5 - 7 working days

        Photo items : 7 - 10 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. The choice of transfer mode depends on the desired format.

          The different transfer methods to choose from:

          SuperFast Transfer
          For small formats:9 x 13, 10 x 13, 13 x 13, 10 x 15, 11 x 15 and 15 x 15.

          Fast Transfer
          For formats: 9 x 13, 10 x 13, 13 x 13, 13 x 17, 13 x 18, 13 x 19, 10 x 15, 11 x 15, 15 x 15, 15 x 20 and 15 x 21

          Classic Transfer
          For all formats, including 20 x 27 & 20 x 30

          HTML transfer
          Very simple, less practical and slower than the others, but compatible with all platforms (Windows, Mac , Unix etc...).



          Select the photos to transfer

          To see the animated guide, click here

          For a still picture explanation, click here

          For an explanation of the HTML transfer method, click here



          Step 2 - Order form

          After uploading the photos, you will be directed to the order form

          First select the whole of your order:

          You can write the title of your order that will be printed on the back of all the prints (A maximum of 27 characters)

          Option to activate or deactivate the photo enhancement. (By default this option is activated because it guarantees better results, in most cases. Deactivating this option is recommended for professionals only.)

          You can modify the options for your photos :

          the number of prints

          the format of the prints

          the white borders option (choose an uploaded photo and click on "check your picture" to see the different variations)

          the resize option (for photos that do not corresond to the paper format, choose a transferred photo and click on "check your picture" to see all possible variations)

          the paper type



          Step 3 - Your address & Overview of the order

          Please fill in the form with your billing address.

          Verify the details of your order and the price.
          If you want to change your order, click on the modify button.

          Click on the "Order" link in the bottom right of the page and then go to the next step

          If you want to a different delivery address, please tick the box and a second form will open.



          Step 4 - Secure payment

          The only payment methods accepted are those indicated on the website.

          Please choose your favourite payment method.

          You will automatically be directed to an encrypted page so that your personal details are secure. Thus your credit card information will be transferred directly to the bank without anyone having access to that information.

          After confirming the payment, please do not close the window and wait until you have been directed to the FOTO.com site.

        • 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
      • 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 I also develop negatives and traditional slides?
      • FOTO.com specialises in the development of digital photos and does not develop traditional films. You can however reproduce an image you have on paper if you possess a scanner. For best results, please scan with the maximum available resolution. You will then have a digital file of your image that you can use to order through the website.

      • 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 I order via CD/DVD?
      • We do not print photos from media carrier such as CD, DVD, USB sticks, nor do we print from traditional camera film.

      • 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 technical requirements for my photos?
      • All images must be in the jpg or jpeg formats and the maximum size if a single file is 15Mb

        Technical
        details

      • 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 technical configuration requirements for my computer?
      • You can use any type of OS as long as you have an internet connection.

        For a smooth running of operations, we recommend you use the recent versions of Internet Explorer or Firefox. Also, don't forget to authorise cookies.

        The required minimum resolution of your computer screen for a good display of the online editor is 1000 x 730

        If you have a problem with the online editor used for photo books, calendars and diaries, please 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
    • Why am I unable to regroup all the items into one order?
      • You can order all your items at the same time.

        When your order contains items that do not follow the same lines of production (as for example orders comprising different paper groups) and which don't necessarily have the same production time or the same packaging, our system will automatically group the items in several separate orders and you will be provided with several order numbers accordingly. Each order will be shipped separately once it is finished. Multiple postal charges may seem to increase the total price unnecessarily. In fact, this procedure has the advantage of reducing the waiting time as you receive your products as soon as they are ready. Moreover, all items are shipped in their specific packaging designed for optimal protection.

        Please use the online tracking system with the order numbers you received by e-mail or do a search of the numbers in our online tracking system

      • 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
    • Questions about prices
      • 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
    • Questions relating to photo prints
      • How do I retrieve photos I have already transferred?
        • If you have uploaded photos but haven't finished ordering, your photos will be stored for 20 days on our server.

          On the page where you choose between the different transfer modes, you should see on the top half of the page ""Click here to access images previously uploaded". Click on the link and you will gain access to all your photos.

          However, to access these photos, you must connect to the website using the same computer without having deleted cookies in the meantime.

        • 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
      • Why can't I choose the format I want?
        • First of all, please make sure you have selected the transfer method adapted to the format you want to print. If the format still doesn't appear, it's because the site only proposes formats which are available in the size and the resolution of your file.
        • 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 manage white borders and edges on photo prints?
        • At FOTO.com, you can individually manage the edges and white borders whilst ordering.

          After selecting the desired format on the order form, a thin red dotted line shows on the preview what will be printed. If the format of your picture does not match the print size, there may be some cropping.

          To avoid cropping, there are two solutions. Either you choose a print size that matches your image or you use the option "Resize".

          1. Fill: The digital photograph fills the entire paper. Cropping may occur.

          2. Fit: The digital photograph will be printed on the paper without cropping. There may be white edges on the sides.

          To create a white border on all 4 sides of the picture, please check "White Borders".

          Tip: Click on "Check your picture" and a detailed preview shows you what all possible combinations could look like.

        • 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 long will it take to transfer my photos?
        • We are unable to specify a precise time, because the transfer time depends mainly on:

          1. the speed of your internet connection,

          2. the mode of transfer used,

          3. the size of your photos.

          During transfer, you can use your computer for other tasks.

        • 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 specifics of digital photo development?
        • The 6 x 4.4" format is the one used by standard digital cameras. The ratio is 3/4. Choosing this format enables us to make the most of your photo files (see below). Before the digital age, the traditional classic formats, such as 6 x 4.", had a 2/3 ratio. The impression is a little narrower and therefore reproduces your file with a frame.

          Size 11 x 15cm 10 x 15cm size

          If it’s smaller than 11 x 15cm, then the photo is cropped like this.

        • 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
      • Are my photos of sufficient quality to be printed?
        • All of today's digital cameras should create photo files of sufficient quality to be printed. If the quality is up to standard, a message will pop-up before you order.

          Depending on the chosen format, information regarding the quality will be displayed. If the quality is marked as insufficient, you will have to choose either a smaller format or delete the photo and upload it again using another transfer method adapted to the desired format.

          If after all this your photos are still marked as insufficient, you will have to upload better quality files (files taken from the internet, from social network sites for example, are usually of low quality).

        • 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 print my photos in black and white or sepia?
        • We have created a free photo editing software which enables you to do this type of modification. To try the software, click here.

          Professionnal photographers are free to use their own editing software and to add any desired effect as long as they use the sRGB ICC profile.

        • 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
      • Will the photos be edited?
        • Foto.com is equipped with Fujifilm Image Intelligence Technology to perform an automatic enhancement of your photos to optimize the contrast, sharpness and exposure.

          For more information click here.

          The option to disable the automatic photo enhancement is recommended only for Professionals who have mastered "Colour Management" and for photos edited beforehand.

        • 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 is the maximum number of photos per order?
        • You are limited to a 1000 prints per order but only with the following standard formats: 9x13, 10x13, 10x15, 11x15, 13x13 & 15x15cm. Larger sized photos (13x17, 13x18, 13x19, 15x20, 15x21 & 20x20cm) are equivalent to 3 standard prints. Therefore you can only order 333. As for the biggest formats we have 20x25, 20x27 & 20x30cm, as these are equivalent to 5 standard prints, you are limited to 250 prints per 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 do you modify the image options, but only for certain photos in my selection?
        • Make sure the photos are selected (the box on the right of each photo must be ticked) and then make any modifications in the orange space on top of the list. To finish, click on "Apply".

        • 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
      • Tip: Preview the image options
        • Each photo in the list is previewed with a red dotted line that marks the edges of the printed image. If you click on "check your picture", a detailed preview will pop-up and show you the different options you have depending on the chosen format.

          It is also a very practical tool if you wish to insert text on your photos and if you wish to ensure that this text isn't cut out at all during the printing process.

        • 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
      • 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. The choice of transfer mode depends on the desired format.

          The different transfer methods to choose from:

          SuperFast Transfer
          For small formats:9 x 13, 10 x 13, 13 x 13, 10 x 15, 11 x 15 and 15 x 15.

          Fast Transfer
          For formats: 9 x 13, 10 x 13, 13 x 13, 13 x 17, 13 x 18, 13 x 19, 10 x 15, 11 x 15, 15 x 15, 15 x 20 and 15 x 21

          Classic Transfer
          For all formats, including 20 x 27 & 20 x 30

          HTML transfer
          Very simple, less practical and slower than the others, but compatible with all platforms (Windows, Mac , Unix etc...).



          Select the photos to transfer

          To see the animated guide, click here

          For a still picture explanation, click here

          For an explanation of the HTML transfer method, click here



          Step 2 - Order form

          After uploading the photos, you will be directed to the order form

          First select the whole of your order:

          You can write the title of your order that will be printed on the back of all the prints (A maximum of 27 characters)

          Option to activate or deactivate the photo enhancement. (By default this option is activated because it guarantees better results, in most cases. Deactivating this option is recommended for professionals only.)

          You can modify the options for your photos :

          the number of prints

          the format of the prints

          the white borders option (choose an uploaded photo and click on "check your picture" to see the different variations)

          the resize option (for photos that do not corresond to the paper format, choose a transferred photo and click on "check your picture" to see all possible variations)

          the paper type



          Step 3 - Your address & Overview of the order

          Please fill in the form with your billing address.

          Verify the details of your order and the price.
          If you want to change your order, click on the modify button.

          Click on the "Order" link in the bottom right of the page and then go to the next step

          If you want to a different delivery address, please tick the box and a second form will open.



          Step 4 - Secure payment

          The only payment methods accepted are those indicated on the website.

          Please choose your favourite payment method.

          You will automatically be directed to an encrypted page so that your personal details are secure. Thus your credit card information will be transferred directly to the bank without anyone having access to that information.

          After confirming the payment, please do not close the window and wait until you have been directed to the FOTO.com site.

        • 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
    • Questions relating to photo books and calendars
      • For a detailed step-by-step explanation on how to order a composition using the online editor, click here.
        • Without the hassle of downloading, the online editing software enables you to create beautiful compositions for products such as books and calendars. Please find below a review of the different steps when ordering these types of products:

          Please connect to the internet and visit our website www.foto.com (Recommended browser: Internet Explorer or Firefox)

          Choose the product you wish to purchase on the website.

          Then select the printing details and the desired format.

          The online editor will automatically load up (You will have to accept the security certificate of our software when asked. If the editor does not open after a few minutes, please update your Java platform.)

          You will then be able to select the photos you wish to insert into your project as well as selecting either the automatic or the manual page layout.

          After this, everything should be in place for you to be able to edit your photobook to your liking.

          At all times you can modify your composition by adding, modifying or deleting photos or even entire pages. However, don't forget to regularly save your composition.

          Whilst ordering, the project is transferred to our server. This transfer occurs automatically but sometimes demands a certain time depending on the speed of your internet connection. Whilst the editor uploads you are free to use your computer for other tasks as long as you don't close the browser window.

          To finalise the order, please fill in the client information and the delivery address. After confirming the payment, do not close the window before being redirected to our website.

        • 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 open a previous composition?
        • To open a previous composition, click on the "Personalised books" tab on the home page of our site. Once on the page where you can choose the different options (collection, format, cover...), on top of the page there should be a green link " to open a previous composition, click here"

          You simply have to click on this link and then open the composition (.dat file) which you saved on your computer.

        • 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 do I do if the quality of my photos is insufficient?
        • The quality of a photo is marked by our system of "traffic light" colours. Green means that the quality is optimal, orange of borderline quality and red means insufficient.

          To solve a quality problem, either choose a smaller format or select a photo of better quality to be printed.

        • 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 the first page of images on the right or the left when you open the book?
        • Except for Fotomags, the first page of images is the one on the right when you open the book.

        • 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 add pages to my composition?
        • If you wish to add pages, click on the "add page" in the right hand column once you have clicked on a page.

        • 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
      • Why am I unable to choose another type of cover for the FlipO?
        • FlipO's are part of the Pure Photo collection and the covers are made of white translucid Priplak. It is impossible to change this.

        • 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 previously ordered a photo book, calendar or diary and I would like to an extra copy. Is this possible?
        • When creating your photo book, you normally saved your composition onto your computer. What you have to look for is the .dat file. You can then go to the homepage of the website and click on the "Personalised books". Once you have selected the desired format, below on the right you will have a link "Open an existing project". You can then order again by opening your saved project.

          If you deleted the dat file from your computer or if have moved the images from one file to another, I'm afraid you will have to start from scratch.

        • 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
    • Questions relating to all other products
      • How can I order hangers ?
        • You can't order hangers without a poster.

        • 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 ordered normal photo prints as well as posters, however the colours are different. Why is this?
        • Posters and prints are two different products and are therefore made on completely different machines with different photo enhancement options.

        • 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
    • Tips in case of a problem whilst ordering
      • Why do I go back to the home page once I have finished uploading photos?
        • To retrieve your photos, go to the home page and click on "Express Order".
          You will then arrive on the page with the different transfer methods.
          At the top of the page you will see the following link :
          "Click here to access previously uploaded images".

          if the link doesn't appear, check if the cookies are authorised on your PC and make the change as necessary..

        • 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
      • Troubleshooting transfer problems
        • If you experience technical difficulties whilst transferring, please check the following points:

          For those using a private network to connect to the Internet, please note that some companies may block the installation of ActiveX and Java. If this is the case, you should use the traditional HTML transfer mode.


          Add www.foto.com to your list of trusted sites (green list) in your browser:
          Internet Explorer: Tools> Internet Options> Security> Trusted sites> Website> Add
          Firefox: Tools> Options> Content> Allowed Sites.

          If you experience problems with the ActiveX transfer mode, click here . If it still doesn't work after this, try the Java mode by clicking on the link below the different ActiveX transfer modes.

          To use the Java transfer mode, you must first install the free platform(http://www.java.com/).

          If the Java transfer doesn't work, try the HTML mode by clicking on the link below the Java transfer mode.

          If the HTML transfer mode works, then the error is either due to some improper setting in your browser or there is an adjustment to make on your security settings and/or regarding accessibility on your network.

          Temporarily disable any firewall and/or antivirus that has a firewall which would block or slow down the connection.

          If the HTML transfer doesn't work, please contact us.

        • 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
      • Mac users experiencing upload problems
        • Make sure you have the latest MacOS update installed. To do this, choose System Preferences in the "Software Update". Look for new versions and follow the update procedure.

        • 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
      • Why can't I upload photos?
      • I cannot go beyond the ordering form because each time I try, I am told to fill in all fields marked in red. What should I do?
        • Make sure you haven't left any unnecessary spaces and check that there are no punctuation mistakes in the different fields.

        • 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
      • Why is the order button not displayed on my page?
        • Please adjust your screen resolution to 1280 x 1024 so that the order button appears.

        • 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
      • Improvement for cropped photos or with white borders
        • If the ratio of your photo doesn't correspond to the chosen format's ratio, the pictures will be adjusted.

          If the ratio is smaller than the chosen format's ratio, white borders will be added in order to fill the picture, or, if the ratio is bigger, certain parts may be cut out to adjust to the format.

          We recommend you check your photos are the way you want them by clicking on "Check the picture" at the second step of your order in the "Individual Pictures Options" box. This preview will show you exactly what your photos will look like once printed.

        • 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 I put different books in the same order?
        • If these are identical, you can group them into the same order. If not, then you will have separate orders.

        • 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 is it that when I transfer photos some of them are not taken into account?
        • This is because the quality of some of your photos may be insufficient and applying our minimum quality standard means they have been discarded.

        • 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
      • Why do my photos not display once they are transferred?
        • Please authorise the cookies on your PC.

        • 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 do I do if, by transferring from a Mac, the quality is insufficient?
        • Please copy those files into another directory and transfer the copies.

        • 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 report a problem to Technical Support?
      • If you notice any technical malfunctions either on the site or on our software, please report the problem by clicking on our IT Contact Form.

        This enables us to fix the problem and restore the functioning of our services as quickly as possible.

        However, please note that our Technical Support will not be able to answer questions individually. You will only be contacted if we feel it is absolutely necessary.

        If you have any questions regarding any function of the site, please refer to the relevant section on this page.

      • 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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  • Customer service
    • How do I contact customer support?
      • As a specialist in developing photos exclusively online, FOTO.com also offers it's customer support via the internet only. To contact us, please use the form on our "contact" page by clicking here.

        This enables our customer service to give you a fast and effective answer to your enquiries.

        Thank you for not sending any enquiries through the post service which will obviously avoid unecessary delays.

      • 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 long does it take to get a reply from customer service?
      • All enquiries sent via our online contact form will be answered within 24 to 48 hours at the latest, during normal work days.

        If you haven't received an answer, please check in your SPAM folder as it may have been filtered and left there. Also don't forget to check in your deleted files.

        If you still cannot see an email from our customer service, it may be because you entered an incorrect email address in the contact form.

        Warning: you must never reply to confirmation emails (i.e. order or shipment confirmations). These are "no-reply" email addresses and we will simply not receive your message if you reply to these. For all enquiries, you must use the online contact form.

      • 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 modify or cancel an order. What should I do?
      • As soon as you have confirmed your order we unfortunately cannot cancel or modify 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
    • What can I do if I typed in the wrong address?
      • Please contact our customer service through the form on our contact page. If your order hasn't been shipped yet, we will still be able to modify the address. If your parcel has already been processed, you will have to re-order through the website.

        If a parcel is returned to us, it is immediately destroyed in order to protect your privacy.

      • 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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