Frequently Asked Questions

PRODUCTS

Selecting products
Creating products
Ordering products
Quality
Prices

Selecting products
- What products can I order from smartphoto?
  
  All our products are listed in our products overview page. Click on the ‘Products’ tab to see the product categories.
  We offer the following: Photo Books, Fun Ideas, Canvas – Solid Poster – Poster collage, Cards, Calendars, Prints – Posters. Product details, such as formats, prices, options, etc. are found on the product page.
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- Where can I find all the product options?
  
  The ‘Options’ tab on each product page contains all the information you need about the available options. Options are offered for the following product categories: Cards & Photo Books.
  
  These options can only be ordered with the purchase of your product.
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- Which design should I choose?
  
  With a wide range of products and over 120 different designs for each one, you can be as creative as you want to be. Click on your design choice to confirm or browse a wealth of design options by changing your selection on the left hand side. Check out our Occasions & Recommendations pages for your special requirements: these pages can be found on the right hand side of the Product overview page (click on the ‘Products tab’).
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- How many photos can I put in my Photo Book?
  
  Every Photo Book has a standard number of pages. If you have more photos, just add more pages. As an alternative, you can change the layout of your Photo Book. For example, instead of 1 photo per page, why not have 6? The standard number of pictures for each Photo Book is given on the dedicated product pages.
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Creating products
- What type of files can I upload?
  
  You can only upload JPG (JPEG) files to our photo services. JPG is a file format that enables high quality images to be saved as relatively small files. We do not accept other formats because we cannot guarantee that the results will be of a sufficiently high standard.
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- How should I upload my photos?
  - You have to upload more than 10 photos?
    - Use the smartphoto Image Uploader. This is a small program you have to install on your computer. With this program you can see the photos on your computer and select the ones you want to upload.
  - You have to upload less than 10 photos?
    - Use the Single image upload method.
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- Can I use my Picasa and Flickr photos?
  
  Do you want to use the photos stored on your online Picasa or Flickr account? Click the logo of the photo site at the bottom of the upload page and give permission to access the photos.
  Do you want to use Picasa to manage your photos on your Computer? You can easily upload your photos to smartphoto and order products. Select your photos in Picasa, click ‘Shop’, choose smartphoto and fill in your username and password.
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- Will my photos be resized after the upload?
  
  When you upload photos to order Prints or to create a Photo Book, we will resize the photos while uploading. They will be big enough to create the chosen product without quality loss, and the upload will be much faster.
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- How long does it take to upload images?
  
  The time necessary to upload images depends on the size of the images and the speed of your internet connection. Loading larger files might take a while.
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- What should I do if the upload fails?
  
  Many companies block the installation of Active X and Java files. Try to upload the photos from another computer, or use the Photo by Photo method.
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- To start creating a photo book, I have to install Silverlight. What is this?
  
  Silverlight is a small Microsoft program that will be installed on your computer. Other websites use it too. It is 100% secure.
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Ordering products
- How can I order products?
  
  You can easily order products at smartphoto. Simply select, refine and confirm the order of your product. You can watch our Photo Book video or follow our guided tour to find out how you can make Prints or Cards.
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- Can I order different products at the same time?
  
  ExtraFilm has many other products on the website which you can combine in one order.
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- Do I have to create an account to be able to place an order?
  
  To purchase smartphoto products we need certain details such as your name, address and e-mail. This information is essential to the correct transfer and receipt of your order.
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- Is it possible to change my order after I’ve sent it through?
  
  You cannot make any changes to your order after sending it through. Grouping different orders is not possible either.
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- Where can I check my order status?
  
  If you go to the ‘My Account’ section of the website, you can click on ‘My orders’ in the top left menu. There you get an overview of all your orders and the status they are in.
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- How do I use a discount code?
  
  You type your discount code in the “Action code” slot in your shopping cart. To activate the code simply hit the “Apply code” button. You cannot combine 2 different codes. If the offer, which is attached to the code, is a discount in quantity (2 for 1, 3 for 2 etc) you must also change the number of products in your basket manually. You do this by typing in the correct amount of products and hit the “OK” button. smartphoto does not take any responsibility, after a purchase has been completed, for discount codes that have been wrongly used.
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Quality
- Can there be a difference in the print quality of my images and the quality on my screen?
  
  Your product is based on the information you send us. The pictures are finished as naturally as possible. Please keep in mind that computer screens are not usually calibrated and that there can be a difference between an image on the screen and the actual files.
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- Can there be a difference in colour between my images and an enlargement of the same images?
  
  Pictures are printed on our specialised photo printers. Our enlargements are printed on a different type of printer with a different type of paper, which can lead to minimal colour differences.
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- How can I be sure that no part of my photo will be missing on my product?
  
  At the create stage of your product you can place one or more photos on a product. You will see a red dotted line around it. The part outside the red dotted line could be cut off during production.
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Prices
- Where can I find the different formats and prices of the products?
  
  Click on the Details tab of a product page to see the different formats and the corresponding prices. You can also find an overview of this on the pricelist.
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- Can I get a quantity discount?
  
  There are several quantity discounts that depend on the product. You will find an overview of the different products with their prices and quantity discounts on our pricelist.
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- Do the prices mentioned include VAT?
  
  Yes, all of our prices are inclusive of tax. You can see the amount of tax included in the price of your product in the Shopping Cart. The ‘Total VAT’ is also mentioned separately, for your information.
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PAYMENT

Payment methods
- Which payment methods can I use?
- Is your payment secure?
Action codes

Payment methods
- Which payment methods can I use?
  
  All orders can be paid for by Visa, MasterCard or Pay pal.
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- Is your payment secure?
  
  The entire payment is handled by an external company, Ogone (see www.ogone.be). Ogone specializes in secure payment transactions. All data is transmitted using high encryption standards to ensure a safe transaction. None of your credit card data is stored on our servers.
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Action codes
- How can I use my action code(s)?
  
  Create your product(s) and click on ‘Add to Shopping Cart’. Enter your Action Code and click on “Apply code”. Below you will see your discount amount in green next to Discount (action code).
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- What should I do if my action code doesn’t work?
  
  The code is only applicable to the product(s) and quantity mentioned in our promotion. Action codes are not cumulative. Every action has its validity date mentioned. Some codes only function on the partner sites and others only on our website. Some codes are only for new customers or can only be used once. You can find all the necessary information about these specifications in the legal text located at the bottom of the e-mail that provides you with your action code.
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- Can I still apply my action code after ordering a product?
  
  Unfortunately not. You cannot alter your order after it has been dispatched to us. However, the action code may still be used for your next order. Please note that action codes have an expiry date.
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DELIVERY & SHIPMENT

Delivery of my order / product(s)
- Shipment and postal information
  - What should I do if I only received a part of my order?
  - Where can I find the different production and delivery timings?
- Delivered at home
Shipment costs for my order / product(s)

Delivery of my order / product(s)
- Shipment and postal information
  - What should I do if I only received a part of my order?
    
    We dispatch each part of your order as soon as it is ready. This means that you may receive your order in separate parcels. The detailed order overview will be added to the last package sent to you.
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  - Where can I find the different production and delivery timings?
    
    The last tab on every product page is the delivery tab. Here you will find specific production and delivery timings.
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- Delivery information
  - What should I do if my address input is not accepted?
    
    Please check that you filled in all the necessary fields correctly. It is possible that you forgot to fill one in, or that you missed a number.
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  - What should I do if I specified an incorrect delivery address?
    
    Unfortunately, it is not possible to change anything once you have sent through your order. Your order will be delivered to the address you filled in.
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  - Can I order a product and HAVE IT delivered to friends?
    
    When ordering a product, the final step is to confirm your billing and delivery address on the delivery & payment page. If you want to send your order to other people, you can click the ‘choose friends’ button. You can add or select friends as well as their personal data. Click continue and you will return to the delivery & payment page. There you can still change or (de)select a specific delivery address.
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  - Can I deliver to friends abroad?
    
    ExtraFilm can deliver to customers abroad, but it is generally advised that you go to the website serving the country concerned. This is a faster and less expensive solution. You can consult the list of countries at the bottom of the page.
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Shipment costs for my order / product(s)
- Where can I find information about the shipment costs?
  
  The last tab on every product page is the delivery tab: here you will find the specific shipment costs. You can also find this information on our pricelist.
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- What are the shipment costs when you order different photo products?
  
  Shipment costs vary depending on the combination of products and the country they are shipped to and from. You will find an overview of all the shipment charges on our local pricelist.
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- What if my received order does not correspond to the product(s) I ordered?
  
  If your ordered product does not correspond to the product you received, you should contact your customer services by e-mail within 7 days of receipt of your order. But please make sure you have all the required information before sending your e-mail. Customer services can only confirm the error if you provide the following: your customer and order number, the reason for your complaint and photographs of damage where relevant.
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MY smartphoto ACCOUNT

My profile
My albums (online photos)

My profile
- How do I register and create my account?
  
  You can create your own account by filling in the Registration page.
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- What can I do if I forget my password
  
  If you forget your password you can click the link ‘forgot password’ on the bottom of the registration page. Fill in your e-mail address and an e-mail will be sent to you with your password.
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- Where can I (un) subscribe to the newsletter?
  There are 3 ways to (un) subscribe to our newsletter:
  - - You have the option to subscribe when you register on our website.
  - - You can choose to unsubscribe by deselecting the option at the bottom of our newsletter.
  - - You can go to the following link: www.smartphoto.co.uk/subscribe or www.extrafilm.co.uk/unsubscribe
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- How does ExtraFilm protect my personal information?
  
  We require specified information from you, such as your name, address and e-mail, in order to be able to offer our services. We use this information to transfer your orders and to send you information on our new products and services. Your personal data is very important to us: we do not share your details with other companies and we fully respect and protect your privacy. Please take a look at our Conditions page for more information.
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My albums (online photos)
- Can I rename an album?
  
  To rename one of your albums you simply activate that album and click ‘Rename Album’ on the right hand side of the page.
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- Can I move photos from one album to another?
  
  To move images from one album to another simply open an album, select the pictures you want to move and click ‘Move Photos’. You will be asked to select the destination album.
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- Can I share my album(s) with friends?
  
  To share an album with friends simply select the album and click ‘Share Album’ on the right hand side of the page. After selecting ‘Share this album’ you will have to select or add friends. Your friend(s) will receive an e-mail with a link to your album. They will be able to see your album/photos after registering on the website.
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IMAGE REQUIREMENTS

Why do my images have to be RGB and not CMYK?
How many pixels does my image need to have?
How do I know if my file has the correct resolution?
What do the aspect ratio 2:3 and 3:4 mean? Traditional or digital format?

Why do my images have to be RGB and not CMYK?

Your pictures have to be RGB images because we only work with JPEG files and JPEG uses RGB.
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How many pixels does my image need to have?

If you are planning to order prints of digital images, then please keep in mind that larger files take longer to upload while not necessarily resulting in a better image quality. The difference in quality can be unnoticeable as long as you start with a minimum amount of pixels.
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How do I know if my file has the correct resolution?

You will be warned if an image does not have the correct resolution while you are creating your product. A small yellow triangle with an exclamation mark in it will appear if your image has a resolution that is too low. If the resolution is fine, you will not see a triangle.

Pictures with a warning may look good online (preview), but will appear blurry and pixilated when enlarged and printed. Verifying the resolution of your uploaded image is easy. Go to My smartphoto and select My albums. When you select a single image you can click on properties of this image. Underneath in this data listing you can consult the size of your uploaded image. Underneath you will find an overview with the minimum resolutions:

Prints	Minimum resolution
	Height (in pixels)	Width (in pixels)
3.9 x 5.5/5.9 in	425	283
5.1 x 6.7/7.5 in	510	369

Posters & Collage Posters & Canvas	Minimum resolution
	Height (in pixels)	Width (in pixels)
7.9 x 10.6/11.8 in	1063	709
11.8 x 16.1/18.1 in	1321	992
16.1 x 21.3/24 in	1913	1276
20.1 x 26.8/29.9 in	1984	1440
24 x 31.9/35.8 in	2455	1842
27.2 x 35.8/40.6 in	3402	2268
31.5 x 42.1/47.2 in	3402	2268
35.4 x 47.2 in	3589	2693

Photo Books & Cards & Calendars & Fun Ideas

Depending on the picture used in your product, a warning will be shown if you include an images that doesn't have the correct resolution while creating your product. Some of our Photo Books can be finished with a glossy lamination, This gives your pictures even more contrast and color depth.

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What do the aspect ratio 2:3 and 3:4 mean? Traditional or digital format?

The image format is ¾ for the majority of digital cameras. The format is 2/3 for a classic analog camera or a digital reflex camera.

For example: print size 10:

If you want your digital image printed in the 2/3 format, then please select ‘Reframing’. Keep in mind that selecting this option will result in your image being trimmed. If you edit/alter your images with software such as Photoshop before you order, the prints may be sent to you in different formats (square, panoramic, etc).
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SYSTEM REQUIREMENTS FOR SILVERLIGHT

What are the system requirements for Silverlight?

What are the system requirements for Silverlight?
http://www.microsoft.com/getsilverlight Top

Frequently Asked Questions

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