Please contact business@photobookshop.com.au to discuss the dimensions required for the file.

We can only print files that are the exact dimensions required. If the file needs to be resized, we charge a Graphics Design fee of $70 per hour to fix.

Whilst this is uncommon, sometimes an order will go to error. In the past we have seen this can be caused by many factors in your order and how it was uploaded to us.

You may receive an automated email to say there is an issue with your order. Don't panic! Please contact us at smile@photobookshop.com.au or on 03 9088 6233 and we can assist you. 

- You may have chosen a different size book which may be more expensive, double check the size photobook/canvas you have created and what size your voucher is valid for.  

- You may have added additional pages to your book that exceed the amount the voucher is entitled to. Double check the amount of pages you have created and the number of pages your voucher is valid for. 

- You may have chosen express post. The checkout page will default to express post as it is the first option available. If you have purchased your voucher directly from us then it will include standard shipping only. 

- If you have created a Softcover book, the checkout page will default to a Hardcover. You just need to deselect this option and change it back to Softcover. 

If none of these options apply to you and you are still being charged extra, please contact our Support Team with your voucher code and we can check this for you.

Currently you can only order one product at a time with our online designer. 

When you have finished your first project, click the green shopping trolley and another screen will pop up to ask if you want to add the order to the shopping cart or order now. Click on 'Add to Shopping Cart'. 

You can then go back to 'Open Existing Project', locate your second project and repeat the same actions until you have added all of your projects to the shopping cart. 

Return to the main screen of the software and click on 'View Shopping Cart'.

Another screen will pop up showing you the projects you have in your Shopping Cart. 

Click on one of the projects, then click Order. The below screen will pop up listing the projects you are about to order and you can click Yes. 

You will then be taken to the checkout page where you can log in, add any upgrades, choose your shipping option and enter your voucher code. 

If you are ordering multiple products please make sure you have combined your vouchers prior to proceeding to the checkout page as there is only one voucher box on the checkout page.

You can combine your vouchers here - http://www.photobookshop.com.au/customer/vouchercombine 

This simply means that the photo/s are too large and need to be resized in order to upload the project through the internet. 

You will need to resize your photo/s, update the project and order/upload again.

To have your voucher reset please call or email us and we can do this for you.

To resize your photo, go to where the photo is saved on your computer, right click on the photo and click Open With Paint. 

Once open you can click on Resize at the top of the page. 

Another window will open and you can choose to resize by percentage or pixels. If you are resizing by pixels, please change the photo to around 4000x5000 pixels. 

Click ok, then save and exit Paint. 

You will then need to go back to the software, click on Open Existing Project, scroll down to your project in the list, click on it, then click Duplicate and rename it. 

Open up the duplicated project and load in those photos you have resized again. 

Once you have done this you can proceed to the checkout page and order/upload like you normally would.

Another screen may pop up to show you any errors in your project. Most of the time these are non critical errors like a low quality photo and you can click Ok to proceed with the order.

A screen will pop up to ask if you want to Add the project to your shopping cart or Order Now. If you are only ordering one project then click on Order Now.

The Terms & Conditions will then pop up and you can read through, tick that you have read the disclaimer and click Start. 

Your web browser will automatically open (we recommend using Google Chrome) and you can enter your login details. 

On the first page at checkout you can choose any upgrade options like Lay Flat pages or Gift Wrapping, then click Continue.

You will then need to select your shipping option and confirm your shipping address then click Continue. 

On the last page you will need to enter your voucher code into the Voucher box and click Redeem so the price adjusts. 

If there is any extra amount to pay it will show at the bottom of the screen.

Click Confirm Order and you will then go to the confirmation page and show you your order number. 

You will now need to go back to the software and click to Upload Via Internet. The is the option on the far left with the photo of the globe. This last step is very important because we need to receive the files in order to print your order. If your files are not received the order is not complete and we cannot print your order. 

For international orders the production time is between 4-14 business days. 

Standard delivery is an additional 2-7 business days (Australia only) from the time your order is shipped. There is no tracking option available for standard delivery.

For all NZ and international orders, standard delivery is 7-14 business days.  

Express delivery is usually between 1-2 business days (Australia only) from the time your order is shipped and there is tracking available. You will be emailed your tracking number when your order has been shipped. 

For all NZ and international orders, express delivery is 3-5 business days.  

During periods when we have cut off dates in place (Mother's Day, Christmas etc), these production times do not apply. 

We also have a VIP option available should you require your order sooner:

VIP 2 Days (AU orders) - Production time of 2 business days, express shipping 1-2 business days (Australia only).

VIP (NZ & International only) - Production time of 3 business days, express shipping 3-5 business days. 

If you would like your order upgraded to express post or VIP please contact our friendly Customer Support Team.

Please note that you cannot reorder your book within 24 hours of initially purchasing it. You will need to contact our Customer Support Team. 

Visit http://orders.photobookshop.com.au/ and logon with your details.

Click on Your Orders.

Scroll down the list to find your project and click Reorder.

You will then be directed to the checkout page and you can complete the order as you did the first time. 

If you are reordering a photobook this way, you do not need to upload the files again. 

Alternatively you can contact us if with your voucher code and we can reorder an exact copy for you.

If you're a regular customer, we've backdated all of your points since July 1st, 2016! You can view your points in your account, see where you accumulated those points, and once you've used those points, see what you spent them on.

At the time of purchasing a voucher, you can choose to either use a certain amount of points for each transaction or simply save them for a bigger purchase at a later date.

Please note that any earned points will appear in your account within 24 hours and cannot be used on delivery or product upgrade charges.

Rewards Program Terms and Conditions:

• For every dollar spent on our website you will earn 1 point.
• Points will not be awarded for bulk or custom orders.
• For every 50 points earned, you will have $1 in PhotobookShop credit.
• Points can be earned by purchasing vouchers, e-gift cards, shipping or upgrades on the checkout page.
• Points can be redeemed on vouchers and e-gift cards only.
• Any vouchers purchased through third party websites such as Groupon will not earn points. Only payments made directly through our website will earn points.
• Points do not expire as long as you make a single transaction every 12 months. You must earn or redeem points at least every 12 months to keep your points active.
• PBS reserves the right to modify the rewards club in any way at any time without prior notice.

Standard delivery can take between 2-7 business days (Australia only) from the time your order is shipped. There is no tracking option available for standard delivery. If you have purchased your voucher from our website then it will include standard delivery within Australia. 

For all NZ and international orders, standard delivery is 7-14 business days.  

Express delivery is usually between 1-2 business days (Australia only) from the time your order is shipped and there is tracking available. You will be emailed your tracking number when your order has been shipped. 

For all NZ and international orders, express delivery is 3-5 business days.  

We also have a VIP option available should you require your order sooner:

VIP 2 Days (Australia only) - Production time of 2 business days, express shipping 1-2 business days.

VIP 2 Days (NZ & International only) - Production time of 3 business days, express shipping 3-5 business days. 

If you would like your order upgraded to express post or VIP please contact our friendly Customer Support Team.

You will be required to login if you have not already.

Our order statuses are:

If you have selected express shipping upon checkout you will be sent a tracking number once your order is shipped from our warehouse. 

There is no tracking option available with standard delivery.

Once you have completed the ordering process, go back to the software and click on 'Send Order Via Mail', then Continue. 

You then need to choose somewhere on your computer to save the files to. We suggest saving the folder to your Desktop.

Once you have saved the folder to your desktop, open your web browser and go to www.dropbox.com

If you have an account already you can sign in. If not, click to create an account.

Once signed in, click to Create a New Folder.

Name the folder with your order number and full name so we know who the files belong to. Then double click on the folder to open it and add the files to.

Click on Upload Files.

Click on Choose Files and find the folder you saved to your desktop.

Once you have added the files, click on 'Share Folder' and type in the email address uploads@photobookshop.com.au . 

This will then send an email to us with a link to the files and we can upload your order for you.

Once the order has been uploaded we will email you back to confirm. 

There will always be a difference between what you see on your screen and what is printed.

If you have never calibrated your screen, haven’t calibrated it recently or if the contrast and brightness controls have been boosted (as is the case with all laptops and most computers), once your photos are printed, the colours may appear different than what you see on your screen.
 
Computers and laptops always display colours in RGB which stands for Red, Green and Blue. RGB is the industry default for digital cameras and computers as it allows you to view colours true to life on your screen. The software converts all image files to RGB by default.
 
All printers operate on a different colour system, called CMYK which stands for Cyan, Magenta, Yellow, and blacK. Therefore, an image displayed on your computer monitor (in RGB) will not completely match the print (in CMYK).

Due to these reasons, photos will also print out darker than you see on your screen. The photo on your screen is illuminated by the brightness settings on your computer, whereas there is no light behind the printed photo.

There is no way for our printers to know what the display on your screen is like, or your viewing conditions are; whether you will view your prints under bright lights, or in a darker room. We always recommend turning the brightness down on your computer or laptop for a more realistic representation of how the photos will print. If you have any photos which were taken at night, have shadows in them or are just generally dark the best thing to do is lighten them in our software. You can also lighten them in an external picture editor program if you have one, before you upload them to your photobook.

To lighten your photos in our software, simply click on the picture, click on the rectangle shape at the top of the right hand inspector, then click ‘Auto-Enhance’. If this doesn’t lighten it enough you can brighten it even more by increasing the brightness slider below the Auto-Enhance feature.  See below for a screen shot of the Picture Enhancement section in our software.

This can all be a little confusing especially if you’re a first time Photobooker so if you have any questions at all please ask us and we can help you!