1. Products
   1. Products & prices
   2. Traditional vs digital formats
   3. Photo editing
2. Ordering
   1. Transfer modes
   2. Selecting your photos
   3. Transferring your photos
   4. Order
   5. Payment
3. Order tracking & delivery
   1. Delivery methods
   2. Most packages are delivered directly to your address
   3. Order treatment and delivery timeframe
   4. Ensuring your order has been properly placed
   5. What to do if you specified an incorrect delivery address?
   6. What to do if the expected delay for the delivery of your order has been exceeded
4. Services & guarantee
   1. The FOTO.com "Money back guarantee"
   2. FOTO.com takes all necessary precautions for ALL it's customers against damages which may occur during transportation
   3. The FOTO.com "Best price guarantee"
   4. Quality control
5. Tips & Tricks
   1. Upload
   2. Order
   3. Other

1. Products

a. Products & prices

• Photo prints & Enlargements
• Personalised books
• Calendars & Diaries
• Greeting cards
• Photo items
• Photo posters
• Canvas photos
• Home Decor
• Free WebAlbum
• Free Photo Editing Software XnFoto

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b. Traditional vs digital formats

What are the proportions of 2/3 and 3/4 for photo prints?

The proportion comes from the calculation of the width x length. Digital cameras normally record pictures having 10 x 13 dimensions (proportion 3/4) that do not correspond to the printing format of 10 x 15 (proportion 2/3), which is the format you are normally used to.

To choose the right dimensions is then not easy. There are a number of solutions which are offered. The majority of laboratories print only 10 x 13 photos.

But for 10 x 15 prints Foto.com has 2 options:

a) white borders will appear on two sides of the print if the image does not exactly match the aspect ratio of the print size being ordered when choosing “Resize option fit”.

b) the image is cropped to fit the paper on which it is printed by choosing “Resize option fill”.

Size 11 x 15cm

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

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c. Photo editing

Automatic photo enhancement

Foto.com is equipped with Fuji Image Intelligence technology which makes automatic edits to photo files before printing in order to optimize contrast, sharpness and exposure to get the best results for your photos.

The automatic photo enhancement can be deactivated.
However, we strongly recommend this option only for professional photographers or experienced users who would like to obtain personalized effects.

For more information click here

Modify, enhance and personalise your photos :

You can edit your photos with our free online editor that allows you to:

• Crop photos


• Correct red eyes


• Add special frames and effects


• ...

Alternatively, we are offering you (via free download) our photo editing software XNfoto.
For more information about XNfoto and free download, please click here

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2. Ordering

a. Transfer modes

Please choose one of the following transfer modes for to enable the highest upload speed according to the print format that you would like to order:

Super Fast Transfer

For small formats: 9 x 13; 10 x 13; 13 x 13; 10 x 15; 11 x 15 & 15 x 15.

Fast Transfer

For formats: 9 x 13; 10 x 13; 13 x 13; 10 x 15; 11 x 15; 15 x 15; 13 x 17; 13 x 18; 13 x 19; 15 x 20 & 15 x 21

Classic Transfer

For all formats including 20 x 20; 20 x 27 & 20 x 30

Ultra Fast Transfer (WebAlbum only)

By using a compression module, we can make Transfers up to 10 times faster. This tool is designed for WebAlbum users who wish to share photos with friends and family almost instantly.

PLEASE NOTE: Images uploaded through this transfer method will not be available when ordering prints from the Web Album.

In parallel, you can use another transfer mode for photos which you also wish to print.

HTML Transfer

This type of transfer is less user friendly and slower than other transfer modes. However, it is compatible with ALL operating platforms (Windows, Mac, Unix, etc) and is useful if your technical environment does not allow you to use one of the fast speed transfer modes described above.

>>> Should you encounter difficulties, please click here.

For more information on how to use the different transfer modes please refer to the section "Transfer your photos".

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b. Selecting your photos

>>>To see an explanatory animated guide, click here

>>>To see an explanation in pictures, click here

>>>For an explanation of the classic html transfer, click here

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c. Transferring your photos

There is a maximum number of 1000 prints per order. There is also a maximum file size of 15 Megabytes per photo.

• Length of transfer

Essentially, the upload time depends on :

1. The upload speed of your Internet connection


2. Your choice of transfer mode


3. The size of your photo files

• In case the transfer is interrupted, don’t worry !

• There is no need to upload your photos more than once

• For transfer troubleshooting, please double check the following points:

• Internet Explorer for Mac


• Opera (regardless of the platform)

• Mac users that encounter transfer difficulties

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d. Order

• Available options for photo prints

After you have transferred your photos, you will come to the order form. Here there are a number of printing options available :

- Title of your order: you may enter a text of a maximum of 26 characters which will be printed on the back of the print
- Photo Enhancement: Choose Yes or No to activate or de-activate the photo enhancement
- You may choose to modify the entire order or just one picture
- Change the quantity of the prints ordered
- Choose the format for your prints
- You may choose with or without white borders
- Choose to Resize the printing area to "fill" or not to fill all the available paper surface
- Choose the paper finish : Classic, Pro Glossy, or Pro Matt

For more information click here

• Your Address

You can specify two different addresses: one for the customer information which will be used for reference and another if the delivery address is to be different from the first.

PLEASE NOTE: Do not give the wrong address! If you do, unfortunately, it is the only case where the clause "money back guarantee" does not apply.

.Summary sheet

1. A confirmation of your address. Please double check it!
2. Don’t worry, we allow you to go back to the previous page in order to modify your address.
3. Summary of your order with price confirmation.
4. Again we allow you to go back to the previous page in order to modify your processing choices.
5. Allows you to confirm your order and move on to the next step

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e. Payment

• Payment options

All our extensive available payment methods are indicated at the bottom of the homepage.

• Secure Payment

Foto.com is a secure site for 2 reasons:

1. We do not store the card numbers used to make payments in any of our own databases. These numbers and the other data are directly transmitted to the banks we work with, and we never have access to this information.

2. When this data is transmitted to the bank, it is encrypted and is illegible, except to the bank which receives it.

When you place an order with Foto.com for products or services for which there is a charge, we will then charge the valid credit or debit card that you supply the details for. As with most e commerce transactions, like buying airline or theatre tickets for example, we always accept your payment at the time of the order.

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3. Order tracking & delivery

a. Delivery methods

Delivery is normally by post. For larger orders, we may use special carriers.

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b. Most packages are delivered directly to your address.

The size of our packages, for orders of up to 400 pictures, ensures they are treated as letters (as opposed to parcels). Therefore, they can be delivered directly through your letterbox.

This said, it can happen that your postperson, does not drop it off for one of two reasons:

- Your letterbox is considered too small.

- They have too large a volume of post to carry that day and decide to leave you a note. In either of these cases, you will be asked to pick it up from your local Sorting Office.

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c. Order treatment and delivery timeframe

Double check the average timeframe for delivery to your location below:   Luxembourg 2 - 4 working days United States 4 - 6 working days   Other European Countries 2 - 5 working days   Rest of the World 4 - 7 working days Double check the average timeframe for production per product:   Photo prints & Enlargements 1 - 2 working days   Framed Photos 2 - 3 working days   Posters & Photo collage 2 - 3 working days   Calendars & Diaries 2 - 3 working days   Greeting cards 2 - 3 working days   Photo items 2 - 4 working days   Diaries 2 - 4 working days   Personalised books 3 - 5 working days   Photoalbum 3 - 5 working days   Canvas photos, Aluminium Prints, Plexiglas™ Prints 3 - 5 working days

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d. Ensuring your order has been properly placed

1. Immediately after your order, please wait for the automatic redirection to our confirmation page.

2. If you do not see that page for ANY reason, do not panic. Go to the homepage www.foto.com, click on the thumbnail "Order tracking" or use this link, and search on the last name you used for your order. If you need further help using the online tracking tool click here

Please try again a few hours after you placed your order as it can take some time for our systems to be updated.

3. You should also receive a confirmation email from us. However, your inbox might treat it as spam. To avoid this, please add confirmation@foto.com to your address book as a contact. Then you will be able to receive your invoice and notification of shipment when your order is complete.

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e. What to do if you specified an incorrect delivery address?

Contact us immediately. If your order has not already been posted, we will make the appropriate corrections. Unfortunately, if your order is already in the post, you will have to make a new order.

If, by any chance, the postal services return your original order here to us, we will destroy it. This is because we are concerned with the protection of your data and private information.

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f. What to do if the expected delay for the delivery of your order has been exceeded

1. Double check the status of your order by using the online order tracking, click here

2. If the status of your order is at 100%, this means your order has been processed and handed over to the postal services. Please be patient as postal service delays are entirely out of our control.

3. If the status of your order is not 100%, please understand that we are aware of it and are doing all we can to ensure your order is processed as quickly as possible. You will be notified by email when the status of your order changes and you can then expect delivery within the next few days.

4. Don't forget you have 14 days to pick-up your order. If your order is returned to us because it has not been claimed within that normal time period, it will unfortunately have to be destroyed as soon as we receive it and no re-printing or refund will be given.

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4. Services & guarantee

a. The FOTO.com "Money back guarantee"

Our objective is to consistently produce exceptional quality photo printing and finishing. So, if the quality of our products does not meet your expectations, we will reimburse you. If you are not satisfied, you need to contact our customer support team within 2 weeks after you have received the order.
So that you don't incur any extra shipping expenses, we don't usually need the original order back from you. Just send us, via e-mail, proof of the order’s destruction (a picture of the product you received with the order obviously and visibly torn up will suffice).

Alternatively, you may request a reprint of your order and we will produce and ship it at our expense.

The Money Back Guarantee is unlimited and regardless of the reason, covers a refund of the full amount of your initial order, including shipping costs.

The Money Back Guarantee is not applicable :

• a. in the event of orders that have not been delivered because of a client’s own neglect (e.g. delivery address is incorrect, address is unknown to the postal services or the order is not picked up from the Post Office, etc.).


• b. orders that benefit from the “Special Handling” associated with large orders.

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b. FOTO.com takes all necessary precautions for ALL it's customers against damages which may occur during transportation

Your photos will be sent to you in a rigid plastic packaging or an extra thick cardboard box (depending on the size of your order). The pictures will be held in place by a plastic ribbon and protected with additional foam packing. This packaging is far more resistant than the flexible packaging used by certain of our competitors. In addition, you have complete peace of mind as you are insured by our "money back guarantee". When contacting customer support, please send a picture illustrating any claim, as an attachment to your email.

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c. The FOTO.com "Best price guarantee"

The mission of Foto.com is to offer exceptional photo printing and finishing quality at the lowest possible prices. Because of this, Foto.com has decided to supplement its 'money back guarantee' (quality guarantee) with an additional price guarantee.

Should you find better prices elsewhere, please contact us and we will match them. All quoted prices must be like-for-like with vat, postage (first class mail), administrative and packaging costs included.

To benefit from this particular guarantee, and in order to make it completely transparent for our consumers, we request that:

1. Quoted prices must be accessible to all (no targeted offers, special reductions, coupon codes, etc.)

2. The quality of the paper used for printing is of comparable quality i.e. Fuji or Kodak.

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d. Quality control

Please, click here to access our quality page

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5. Tips & Tricks

a. Upload

1. Maximum number of photos
   Maximum of 1000 photos per transfer (standard sized prints only see 5.b.1)


2. File format and maximum size
   Limit of size : 15Mb per file (only JPEG or jpg)


3. Resolution / quality of photo files
   The quality of each image is checked automatically and indicated on the order form. You don’t have to worry. Only pictures with sufficient quality will be processed. If the quality of your photo is not sufficient you have different options:
   • Select a smaller print format
   • Delete the photo from the list and reload it with a transfer mode according to your desired format
   • Delete the photo from the list and reload a picture with a higher resolution
   


4. High speed upload without extra charge
   The different upload modes don't change anything to the price. Please choose the upload mode according to the print formats indicated on the upload page.

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b. Order

1. Maximum number of photos per order
   There is a maximum of 1000 prints per order depending on the size of the prints.
   Orders with prints 13 x 17, 13 x 18, 13 x 19, 15 x 20, 15 x 21 and 20 x 20 will be limited to 333 prints per order. Orders with prints 20 x 27 and 20 x 30 will be limited to 200 prints per order.
   



2. Check framing
   Click on the eye icon in the order form to pre-view your photo in the final format and check framing. A pop-up window will open that shows a precise preview of the selected format, border and resize options. The red dotted line is indicating the print margins. (Please note that the colours of the preview are not representative of the printed result).


3. Avoid cropping
   Choose the appropriate digital formats so that your photographs are not cropped.



4. Billing address – delivery address
   You can specify a delivery address that is different from your billing address. Just tick the box at the bottom of the form where you enter the details of your billing address. So your order can be sent to any destination in almost every country of the world. This is a great feature, for example, when you want to offer your photos as a surprise gift.



5. Avoid incorrect address data
   Double check your address data. An incorrect filled address form, is the only case where the "Moneyback Guarantee" can not be applied.



6. Avoid incorrect orders
   Double check the summary of the order before confirming the order. Check the type of product, the quantity and/or the formats. After the confirmation of the order we are not able to add or to delete any items.



7. Payment methods
   The only payment methods that are accepted are those indicated on the site.



8. Assorted orders
   Unfortunately, due to production constraints, we cannot accept different types of photo groups in the same order. Therefore in your basket each combination of paper type and print group will appear as a separate order item and these will each be shipped separately.



9. Unknown order number
   If you lose your order number, you can always find it by using the section "Order Tracking" on our site and by making a name-based search accompanied by the postal code.

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c. Other

1. Photoshop profile
   If you use Photoshop to improve your photographs, please download and install our ICC printing profile (profile FOTO.com) and apply it to your photos.


2. Free photo editor
   Use the free online editor or XnFoto (free software download ) to edit your images. You can resize your photos, add effects or eliminate red eyes.

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