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Photobook Shop Questions & Answers
42 questions from our users
Toppyasked
Hi my order hasn't arrived yet!
Can you tell me where it is ?
Irene Topp
This is what i rec’d on the 12th jan
The following items have been sent:
Order Number : 232946392
3 x Calendar A4 Double (Large Date) (Project: Calendar 2020 3rd lot
2 answers
Sophie G.Photobook Shop
Good morning Toppy,
The Package for Order Number 232946392 was shipped on the 16th of January via Standard Delivery.
International Standard Shipping generally takes 7 business days, however can reach up to 14 business days.
If you do not receive the package by the 5th of February, please let us know.
We hope the packages reaches you safely very soon.
Thank you Toppy!
Thank you
Monique N.asked
The software won't download on my computer I put all my details in and hit 'choose installer' and it does nothing but get rid of all my details. I have tried different emails and passwords. Am I doing something wrong, I don't understand why it won't download
2 answers
Hi Monique, I did it online rather than downloading the software. Perhaps that's an option?
Sophie G.Photobook Shop
Good morning Monique,
Thank you for your enquiry and we're sorry to hear about the issue with downloading our Software.
There should have been an Installer Downloading after the Details have been entered.
If this did not appear, please contact our Customer Service Team as there are various reasons why this may have occurred.
Phone: (03) 9088 6233
Email: [email protected]
Thank you Monique,
Traceyasked
Why won’t the updates update on my Como
1 answer
Sophie G.Photobook Shop
Hi Tracey,
We're sorry to hear that you are having issues with Updates.
Would you be able to specify what will not update?
Is it Website related or Software related?
Thank you Tracey,
Dave R.asked
It hasn’t arrived yet
1 answer
Sophie G.Photobook Shop
Good morning Dave,
We're sorry to hear that your order has not arrived.
Please contact [email protected] with the order number or Voucher Code and a team member will be able to check if there was a Tracking number for your order.
Thank you,
Helen S.asked
What is the difference between a layflat Classic photobook and a Standard one?
2 answers
Check on the web site and you will be able to see the difference. I've made 3 ordinary photobooks and I'm very happy with the result.
Sophie G.Photobook Shop
Hi Helen,
Thank you for your Question.
The Classic Photobook is the Template Style.
The Standard Photobook is the Blank/Plain Style.
They both are the same Photobooks, however different Styles of Template inside.
If you require help to create the Photobook quickly, please select Classic.
If you want to be adventurous and create your own Templates - Standard Photobook would start with Blank Pages.
Thank you Helen,
kateasked
Can I use my Samsung tablet S5e to create with you? I the past I've used my computer, but I'm hoping I can use the tablet, thanks k8
1 answer
Sophie G.Photobook Shop
Hi Kate,
Thank you for your question.
Absolutely, you can use the Mobile Phone to create projects.
However it you are creating a larger project such as a Photobook that is more than 20 Pages, we would recommend using a Laptop or Computer.
Thanks Kate,
Leonieasked
I have also been using Photobook for many years but just recently cannot get them by phone or replies on emails which is very frustrating. I have created a Calendar that was hoping to get before Christmas but as I bought 3 of these it is difficult to checkout just using one voucher. Don't want to waste the time taken to create the Calendar so I need someone from Photobookshop to tell me how to split the 3 Calendars as I don't have the time to start again and much prefer their Designonline to the Downloaded versions.
1 answer
Sophie G.Photobook Shop
Hi Leonie,
Thank you for your Question and our apologies for this late response.
Our team has been working very hard during the Christmas period and want to apologise that we were unable to respond straight away. We hope the query has been answered.
If not, please email [email protected] with your Voucher Code and she will be able to split them for you.
Thank you Leonie,
Robert L.asked
How to use a prepaid book
3 answers
If you are referring to the voucher issued at purchase, it has a 6 month use by date and a unique code
When you have created your book via the website, enter the code in the payment details. Assuming no extras added, it will zero the payment required.
I have used this company for 5 years and never had an issue redeeming my vouchers.
Their help desk staff are wonderful if assistance is required. Just email or phone them.
Many thanks I was thinking that procedure must be the way to use the prepurchase code.
Sophie G.Photobook Shop
Hi Leonie,
Thank you for your question.
If you are using the Software, you can add the 3 Calendars onto one Shopping Cart.
However if you are using the Online version, please contact [email protected] with your Voucher Code and a team member will be able to split the Voucher Code for you.
Thank you Leonie and we hope this is resolved very soon.
Helenasked
I have pressed button to update my photobookshop and so far it is taking 3 hours, does anyone know how long this should take. I have tried to open my photobookshop and it won't open, it tells me it is already open, I am assuming this is because it is downloading updates?
2 answers
Sorry Helen, I didnt need to update on my project. My issue was with my photos being cropped off at the top of my photos.
If you can get someone from photo books to answer the phone, they could help you with this.
Sophie G.Photobook Shop
Hi Helen,
Thank you for your Question.
If you are still having issues please email [email protected] and she will be able to assist you.
Hi KLL,
Thank you for your Question.
Would you be able to send 2 Photos of the most problematic areas to [email protected] and she will be able to review the original files.
Thank you,
Photobookshop
Cora L.asked
I have not received my order yet and I am worried it has been lost. My partner is in hospital havng a triple bypass so could someone please look into my order. I will need another one for free if it doesn't arrive. Thank you
Cora Lea
No answers
Glenda A.asked
Sometimes my photos take ages to load does anyone know what would be causing this
2 answers
Sophie G.Photobook Shop
Good morning Glenda,
Thank you for your question.
Photos can take a while to upload for many reasons.
1. Internet Connection. If the Internet is dropping out, it can cause delays with uploading.
2. If the Photo file size is very large and high quality, they tend to take longer.
3. If it takes longer than an hour, it may be a Software Issue.
Please let me know if it takes longer than an Hour and we'll be able to look into this for you.
If you are able to specify whether you are using the Desktop Software or Design Online, that would also be great.
Thank you Glenda,
I've also found if you have a lot of apps or web pages open it can slow things down too.
rhjaaiasked
Hi, If I purchased a voucher through groupon but need more pages than what I got am I able to purchase extra pages to complete my album?
3 answers
I have not had to do that as I wait until my project is almost complete before I purchase a coupon. I'm sure if you call them they will let you know the procedure.
Cheers
I have never purchased a voucher through Groupon, however, I have added more pages to the project than what I purchased. This simply gets charges at roughly $1.10 per page & calculates at checkout. Why not give photo book a call to find out .
Sophie G.Photobook Shop
Hi Rhjaai,
Hope you are well and thank you for your question.
If you require an extra couple of pages, I'll list the individual page list for you below.
Extra Pages (Softcover or Classic Hardcovers)
Small to Medium Photobooks (20x20, A5, 22x28 and A4) = $1.10 per page ($2.20 for a spread).
Large Photobooks (26x33cm and 30x30) = $1.65 per page
Layflat Upgrade
Medium Photobooks (22x28cm and A4) = .25c per page
Large Photobooks (26x33cm and 30x30) = .40c per page
Pro Books have a different price list. If you have a Pro Book, please let me know which size and I can provide you with the price per page.
If you require 20+ pages, please email [email protected] and request to pay the difference in Voucher Codes and a team member will be able to assist you with upgrading a Voucher Code for a lower cost.
Thank you
Meryl Jasked
Why was The cover on my photo book was a much darker colour than it was on my online order. Otherwise I was very happy with the prompt attention to my order,
2 answers
Sophie G.Photobook Shop
Hi Meryl,
We do print darker than what is presented on screen as there is a light backing our computer monitors, but not the pages.
If you have ordered a Matte Cover, it does darken some images.
If you believe these aren't the case, please email [email protected] with 2 Photos of the Cover (One Full Shot, one close up) and a customer representative will be able to help you.
Thanks Meryl,
I did not order a matte cover, and had I known this I would have changed the colour of the writing that I chose. Meryl
Lyn Basked
Am I able to use a photo of a celebrity in my calendar?
2 answers
short answer No, not without their permission. This is especially the case if the calendar is going to used in a commercial sense. But if it is only going to be used by you in your own environment then who is to kn ow.
Many thanks for your reply to my question. The calendar is for my mother-in-law and using a pic of one of her “hunks” is just meant to be a bit of fun
Jim Kasked
How can I insert half a page into my photobook. At the moment inserting a page is actually inserting of 2 pages. After nearly completed a photobook I find I need to insert half a page close to the beginning of the photobook. Is there any way I can do it?
2 answers
You can insert a full page but not a half page as far as I know. At the top left of the screen you can go into page insert and then use the up down arrows to place the page where you need it.
Sophie G.Photobook Shop
Hi Jim,
Thank you for your enquiry.
Unfortunately our Software allows 2 pages to be added instead of 1.
This is to avoid having odd number of pages when printing.
Karen B.asked
I recently received my first photobook, but the photos and background are very dark. I've been told to lighten the colour, but how do I do this?
Also what is the difference between standard, classic and Pro in these books?
1 answer
Sophie G.Photobook Shop
Hi Karen,
You can edit an Existing Page by Opening up the Desktop Software.
Click on "Open Existing Project".
Find the project you wish to edit.
Duplicate and Rename Project as two orders cannot have the same name.
Open it up.
You can then lighten the images. To find this function, please look over on the right side of the screen, and there should be a small rectangular icon to select.
This is the section where you can enhance the Photo.
Please let us know if you require further information
Karen B.asked
I'm new to Photobook Shop, but have used a different company previously. My question is can I use my own photos for background, and layer other photos on top?
4 answers
Yes, absolutely. Photobook Shop gives you total control of the layout and content. It is so easy and adaptable, also intuitive if you've used another program. There are templates you can use on pages, but I always make my own styles and no two pages of 100 are the same! I've used another too, and find this one better. Enjoy.
Hi Karen,
I have just been experimenting and when you superimpose one photo on top of another the first photo disappears.
Sophie G.Photobook Shop
Hi Karen,
Welcome to Photobook Shop!
You absolutely can use your very own photos for the background, in pictures boxes and we also have frames too.
We have The Easy Photobookshop Guide if you wish to read about our Software. It would be able to help you with some tips and tricks about our Software.
If you are interested in this, please email [email protected] and a customer service representative will be able to send you the PDF file. (Free of Charge).
Thanks Julie
OjJoey81asked
Are Photobook Shop and Photobook Express the same?
I see that there are two companies but people are reviewing Express on here and Product review are confirming they are a customer? I am very confused...
2 answers
Same company
Sophie G.Photobook Shop
Hi OjJoey,
We are affiliated with Photobook Express.
Thank you,
JulieTasked
Can you use this program on a MacBook Pro?
2 answers
Sorry Julie I use win10 but check with them.
I would expect they have similar download
Sophie G.Photobook Shop
Hi Julie,
Absolutely! You can download the Mac Version of our Software on the link below.
https://www.photobookshop.com.au/index/download
Kerry Kenyonasked
Is the price of additional copies the same as the original?
3 answers
I am not sure for multiple copies. There were many voucher offers on sale in March for all sorts of combinations. I focused on 100 page book and bought multiple times for same price. Also I like the standard lay flat book as it’s half price and pages are thinner. I paid $50 for a 100 page standard lay flat compared to $89 for pro-lay flat.
If you have many send them an email?
With my order I sent an email requesting a quote for a bulk order. As I needed 70 copies. I had to send through payment via invoice, then they sent me through a voucher number and I only needed to order 1 and then email them with the order number and they printed the rest of the books for me.
Hope this helps.
Sophie G.Photobook Shop
Hi Kerry,
Thank you for your question.
The price of an additional copy of the book would be the same.
However, if you require more than 20 copies, please email [email protected].
Thank you,
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