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. For ALL it's customers, FOTO.com takes all the necessary precautions against damages which may occur during transportation.
   3. What is 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
• Free WebAlbum
• Free Photo Editing Software XnFoto

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b. Traditional vs digital formats

What do the proportions 2/3 rds and 3/4ths for photo prints mean?

The proportion comes from the calculation of the width x length. Digital cameras normally record pictures in the format (proportion 3/4) but this does not correspond to the printing format (proportion 2/3) that you are used to.

So choosing the right dimensions is not easy. There are a number of solutions which are offered. The majority of laboratories print only photos.

But for prints, Foto.com has 2 options:

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

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

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 optimise contrast, sharpness and exposure. This will get the best results out of 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 personalised 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 eye


• Add special frames and effects


• ...

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

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2. Ordering

a. Transfer modes

Please choose one of the following transfer modes 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 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 a pictorial explanation, 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 panic !

• 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

• Options available for photo prints

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

- Title of your order. You may enter text up to 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 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 different from the first.

PLEASE NOTE: Do not give the wrong address! If you unfortunately do, this is one of the only cases where our "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 our database. 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 illegible, except of course to the bank which receives it.

When you place an order with Foto.com for products or services for which there is a transaction fee, the valid credit or debit card that you used will be charged. 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.

For orders of up to 400 pictures, the size of our packages ensures orders are treated as letters (as opposed to parcels). They can therefore be delivered directly through your letterbox.

This said, it can happen that your postman does not deliver your order for several reasons:

- Your letterbox is considered too small.

- He has too large a volume of post to carry that day and decides 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 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 & Enlargements 1 - 2 working days   Framed Photos 2 - 3 working days   Posters & Photo collage 2 - 3 working days   Greeting cards 2 - 3 working days   Diaries 2 - 4 working days   Calendars & Diaries 3 - 5 working days   Photoalbum 3 - 5 working days   Canvas photos, Aluminium Prints, Plexiglas™ Prints 3 - 5 working days   Personalised books 3 - 5 working days   Photo items 5 - 7 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 for any reason you do not see that page, don't panic. Go to the homepage www.foto.com, click on the thumbnail "Order tracking" or use this link, and do a search using the family 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 takes 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 as a contact in your address book. You will then 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.

With the protection of your private information in mind, if the postal services return your original order here to us, we will be obliged to destroy it.

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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 any 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 reprint or refund will be offered.

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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. You, however, need to contact our customer support team within 2 weeks of the shipment date, to get a refund.
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, 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 the client’s own negligence (e.g. incorrect delivery address, address is unknown to the postal services, order 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. For ALL it's customers, FOTO.com takes all the necessary precautions against damages which may occur during transportation.

Your photos will be sent to you either in a rigid plastic packaging or in 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. 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 our customer service, please send an email with a picture illustrating any claim, as an attachment.

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c. What is the FOTO.com "Best price guarantee"

Foto.com's mission is to offer you exceptional printing and finishing quality for your photos at the lowest possible price. In the light of this mission, Foto.com has decided to extend its 'Money Back Guarantee' (quality guarantee) with an additional 'Price Guarantee'.

Should you find a better price elsewhere, please contact us and we will match it. 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 to our customers, 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.Kodak or Fuji .

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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 as is indicated on the order form. No need to worry because 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 have any impact on 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 including the 13 x 17, 13 x 18, 13 x 19, 15 x 20, 15 x 21 and 20 x 20 formats will be limited to 333 prints per order. Orders with the 20 x 27 and 20 x 30 formats will be limited to 200 prints per order.
   



2. Check framing
   Click on the eye icon in the order form to preview your photo in its final format. A pop-up window will open that shows a precise preview of the selected format, as well as enabling you to check the framing with the border and resizing options. The red dotted line indicates the print margins. (Please note that the colours of the preview are not necessarily representative of the printed result).


3. Avoid cropping
   Choose the appropriate digital format 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. In this way your order can be sent to any destination, in almost every country of the world. This is a very practical option, if, say, you want to surprise a loved one with a nice photo gift.



5. Avoid incorrect address data
   Double check your address data. An incorrect or incomplete address form is one of the only cases where you will automatically invalidate our "Moneyback Guarantee".



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



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 each of these will be shipped separately.



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

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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 and eliminate red eye.

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