FAQ - EMPIKFOTO.COM

FAQ

My Account and Sign In/Up

Why did I not receive a registration verification email?
Occasionally our registration confirmation emails can end up in your spam folder. Please check to see if it is there first, if not then email us at [email protected] and we can re-send the email.
I’ve signed up but my password is not working. Why can’t I log in?
You may have made a typo when setting your password. Please request a password reset. Go to the login page and then click “Forgot password?”. After you enter your e-mail address, we will send you a password reset link.
How to delete my account?
IIf you'd like to delete your account, please email us your user address to [email protected]
How to change my login or password?
In order to change your login or password, go to “My Orders and Account Information” under your account, click “My data” and choose “Edit password” from the “Settings” list.
How to change my account details?
In order to change your account details, for example your first name, last name and phone number, go to “My Orders and Account Information” under your account, click “My data” and “Edit data”. From there, you'll be able to edit your personal details.
How to change my address/billing details?
In order to change your contact or billing information, go to “My Orders and Account Information” under your account and click “My data”. Click on the "Edit" button next to the information you wish to change.
How to update my newsletter preferences?
In order to update your newsletter preferences, go to “My Orders and Account Information” under your account, click “My data” and choose “I want/don't want to receive marketing messages by e-mail” from the “Settings” list.
Is a profile picture required or optional?
Uploading a profile picture is optional but recommended. It will be displayed next to your reviews on Empikfoto.com.
How do I upload, change or delete my profile picture?
IIn order to upload, change or delete your profile picture, go to “My Orders and Account Information” under your account.

My photos/adding pictures to my albums

Why can’t I add pictures to my empikfoto.com account?
Our platform requires that all photo images be in JPG format. If, for some reason, you are unable to upload your photos, please contact our Customer Support Center at +48 22 462 72 50 and we will do our best to help you.
What are the image size and format requirements?
Image files should be in JPG format only. The allowed maximum size is 30 MB.
How to delete a picture from the album?
In order to delete any picture from the album, go to the “My account” tab and “My photos” section. When you select an album and find the pictures you wish to remove, click on the drop-down list arrow in the right lower corner and choose “Delete” under a given photo.
How to duplicate pictures in the album?
In order to duplicate any picture in the album, go to the “My account” tab and “My photos” section. When you select an album and find the pictures you wish to duplicate, click on the drop-down list arrow in the right lower corner and choose “Duplicate” under a given photo.
How to copy or move a picture to another folder?
In order to copy or move any picture from the album, go to the “My account” tab and “My photos” section. When you select an album and find the pictures you wish to copy or move to another folder, click on the drop-down list arrow in the right lower corner and choose “Move to album” or “Copy to album” under a given photo.
How to rename the photo?
In order to change the name any picture in the album, go to the “My account” tab and “My photos” section. When you select an album and find the pictures whose names you wish to change, click on the drop-down list arrow in the right lower corner and choose “Change name” under a given photo.
How to edit / modify images?
In order to modify / edit a picture, go to the “My account” tab and “My photos” section. When you select an album and find the pictures you wish to edit, click on the drop-down list arrow in the right lower corner and choose “Crop,” “Add frame” or “Add effect” under a given photo. You can also modify your pictures at the preparation stage, before adding them to the cart. All you need to do is select the photos or the entire album and indicate which ones you want to order.
Can I download pictures from empikfoto.com onto my computer?
empikfoto.com makes it possible to place orders online. Files are stored for a certain period of time. It is possible to return to an earlier album to order prints without uploading the pictures again. Our website doesn’t offer the possibility to download photos.
How to add / remove an album?
In order to add photos to empikfoto.com account, you simply need to click “Add pictures” (with a camera icon) in the right upper corner and then select the upload method. It is possible to add files from your computer or social media sites. Another option is to select the desired format of prints on the website and use the “Order prints” feature. In order to delete any album, go to the “My account” tab and “My photos” section. Having selected an album, click on the drop-down list arrow in the right lower corner, and choose “Delete” under a given photo.
How to rename the album?
In order to rename the album, go to the “My account” tab and “My photos” section. Having selected an album, click on the drop-down list arrow in the right lower corner, and then choose “Change name” under a given photo.
How long are the pictures stored on the server if I haven’t placed an order yet? I wish to know that because I’m not uploading all of them at once.
Pictures are kept for at least 6 months. Each submitted order extends that period for 6 months from the order date.
How to add pictures from Instagram / Facebook?
In order to add photos to empikfoto.com account, you simply need to click “Add pictures” (with a camera icon) in the right upper corner and then select the upload method. Choose the tab intended for adding photos from social media sites. Another option is to select the desired format of prints on the website and use the “Order prints” feature.

My projects

Where do I find my saved projects?
You can find all your existing projects under your account in “My Projects”. Click on "All projects" to access the project of your choosing.
How do I preview, edit or copy an existing project?
In order to preview, edit or copy an existing project, go to “My Projects” under your account. Click on "All projects" to access the project of your choosing.
How to change the name of my project?
In order to change the name of your existing project, go to “My Projects” under your account, click on “All Projects” and find the project that you wish to rename.
How to remove a project from my account?
If you wish to remove your project, please go to "My Projects" under your account and click on "All Projects". You will see a full list of your previous orders. Click on the "Delete" button next to the project you wish to remove. Please note that projects which have been deleted cannot be recovered.
How long will my projects be saved within my account?
Projects are stored until you cancel your account.
Can I reorder a project that I have already created and placed an order for?
If you wish to reorder your project, go to "My Projects" under your account and click on "All Projects". You will see a full list of your previous orders. Click on the "Create Copy" button below the details of the project you wish to reorder. A copy of the chosen project will be created for you which you can now order without making any editorial changes.

Orders

How long does it take to process an order?
The order processing time depends on the production time (specified on the website) and delivery time. It can undergo some changes, depending on the Laboratory’s workload.
Is it possible to speed up the order processing time?
We process all orders as fast as possible. All orders are equally important to us. The production time indicated on the product website depends on the Laboratory’s current workload.
Why isn’t it possible to develop a picture in full, just like the original file?
Photo cameras have many settings due to which pictures may have different print sizes. The selected picture format also has a specific print size, i.e. 10x15 cm (2:3 ratio). If the photo that is supposed to be developed has different dimensions, it might be cropped. The printout size will be visible before you add the pictures to the cart, at the settings selection stage.
Can I order one picture in different formats and on different types of paper?
When adding photos to the cart, you can specify the number and format of prints. For each format of a given picture, you can choose different kinds of paper. If one file is supposed to be developed in the same format but on different types of paper, a given file needs to be added the right number of times.
How to indicate that a picture is supposed to be developed more than once?
When adding photos to the cart, you can specify the number of prints next to each file. If all prints are supposed to be made in the same number, above the list of prints you will find the possibility to set parameters for all files added to the cart.
How to remove a print from the cart?
There is the “Remove” option next to each picture in the cart. You can use it any time you decide not to develop a given photo.
How to add a frame for a single photo and for all photos?
When adding pictures to the cart, we offer the possibility to choose settings for all of them. In “Settings” at the top of the page, you can choose the size and color of the frame to be added to all prints. In order to select a frame for a single image, you need to find it in the list and use the “Preview / Crop“ feature. In the new window, choose the rightmost tab (“Frames”) and select a frame.
How may copies of a given design can I add to the cart?
You can add a maximum of 250 items of a single design to the cart.
Where to enter a discount code?
You can enter a discount code when checking out. Below the “Next” button, there is a space to enter a relevant discount code and confirm it by clicking “Recalculate”.
How to get a discount code?
Discount codes are given to our clients as part of different special offers that are communicated to them, e.g. through our newsletter. We encourage you to subscribe to the free-of-charge newsletter, through which our clients are notified of special offers and new services at empikfoto.com. You can subscribe to the newsletter on empikfoto.com. Having signed in, go to the “My account” tab, select the “My details” section and click “Sign up for the newsletter.”.
Can I add any more products to an order that has already been placed?
You can’t add anything if you have already placed an order. It is not possible to combine orders, either.
Where can I check the order status?
Updated order statuses are available on your empikfoto.com account. Go to the “My account” tab, choose “My orders and account details” and select the order whose status you wish to check.
Can I cancel a part of my order?
Since orders are processed as a whole, we are unable to cancel them partially.
How and when can I cancel my order?
An order can be cancelled if it has not been download by Laboratory workers yet or if your prepayment hasn't been paid yet. You have 7 days to pay for the order. Over that time, you can cancel your order. Go to the “My account” tab, choose “My orders and account details” and select the order whose status you wish to check.

Payments

What payment methods are available?
Payments can be made with credit card via PayPal.
How do I get a VAT invoice?
If you wish to receive a VAT invoice, please choose the appropriate option when selecting your delivery method.
Is it possible to get a pro-forma invoice?
Currently our website does not offer the possibility to make a payment based on a pro-forma invoice.
Where to find transfer details if they don’t show up after I place an order?
If the payment site doesn't load automatically after you place the order, please try refreshing it. If it doesn’t work, go to the “My account” tab, choose “My orders and account details” and select the order you wish to pay for.

Delivery and receipt

Can I pay on delivery?
Unfortunately not. In order to complete your purchase, we must take full payment by credit or debit card at the time of ordering.
What delivery methods are available at Empik Foto?
We ship via UPS delivery service.
What is the delivery time?
Typical delivery times are within 4 business days. We do our best to deliver your items during the estimated timeframe, however, delivery dates are not guaranteed.
Is my order tracked?
Yes, all deliveries are tracked. You will receive a tracking number as soon as your order is shipping so you can follow the link to track your order. You can track at https://www.ups.com/content/pl/pl
Why can’t I find the shipping list number on the UPS website?
If the shipping list number is not available on the courier company’s tracking site, it most likely means that the parcel has not reached the sorting center yet. When couriers deliver the packages to the sorting center (their warehouses) and they are scanned, the number will show up in the tracking feature. Scanning usually takes place late at night. You can contact us using the contact form or calling at +48 22 462 72 50.

Complaints and returns

How to file a complaint?
If you have a complaint about the goods ordered, please contact us using the contact form or at +48 22 462 72 50.
How much time do I have to file a complaint?
Complaints can be submitted within 2 years of the order pickup date.
Can I return my order if it doesn’t meet my expectations?
If you’re not satisfied with your product, for any reason, we'll arrange to have it returned to us with a full refund.

Prints

What is the resolution of photo prints?
9x13, 10x15, 13x18, 15x21 – 300dpi
20x30 – 150dpi
What print sizes are available?
9x13, 89x127 mm
10x15, 102x152 mm
13x18, 127x180 mm
15x21, 152x210 mm
20x30, 203x305 mm
30x40, 305x400 mm
30x45, 305x450 mm
10x10, 102x102mm
15x27, 152x270 mm
15x38, 152x380 mm
20x36, 203x360 mm
20x50, 203x500 mm
30x54, 305x540 mm
30x76, 305x760 mm
What resolution ensures good printing quality?
The higher the resolution the better the photo will come out once printed. Based on our experience, we recommend the following image resolutions: 
  • 25x38 – use 2000x3000 px
  • 30x45 – use 2400x3600 px
  • 40x50, 40x60, 50x60, 50x70, 60x70, 60x80, 62x92 – use 2400x3200 px
  • 70x100, 74x114 – use 3200x4000 px
  • 100x100 – use 3200x4000 px
  • 100x150 – use 3200x4000 px
What are the recommended minimum resolutions for different photo sizes?
We suggest the following minimum image resolutions for different print sizes:
  • for a 9x13 print, the image resolution should be 1051x1535 pixels
  • for a 10x15 print, the image resolution should be 1205x1795 pixels
  • for a 13x18 print, the image resolution should be 1500x2102 pixels
  • for a 15x21 print, the image resolution should be 1795x2551 pixels
  • for a 20x30 print, the image resolution should be 1199x1801 pixels

Other products

How long does it take to process orders for photo books, photo calendars and photo gifts?
The order processing time depends on the production time (specified on the website) and delivery time.
What is the recommended photo resolution for photo books, photo calendars and photo gifts?
The higher the resolution the better the photo will come out once printed. If your resolution is not sufficient, you will see an orange triangle warning sign on the site. We strongly recommend not using such images in your photo products.
Is there any limit to the size of the photo I can add?
The maximum file size is 30 MB.
How to set a picture in the creator, so that it doesn’t get cropped?
If the photo added to your design is cropped, click it twice. A new window will appear, allowing you to adjust the file for printing
How to remove red-eye from a photo?
Double click the image and follow the on-screen instructions.
I would like to change the type of cover and paper I have originally chosen for my project. How can I do this?
Unfortunately, it is not possible to change the type of cover and paper for your photobook once the project has been started.
Will my photo look different when printed onto different photo products?
Depending on the surface you choose to print on, your image may look slightly different.
Where can I find my project after I have saved it and closed the online creator?
Please sign in to your account, go to the “My account” tab and then to the “My designs” section.
How to wash my photo mugs?
Our mugs are dishwasher safe, however, we recommend that you hand wash your mug to extend the life and vibrancy of the image.
How should I wash my printed T-shirts?
Turn your tee inside out. Hand wash for maximum lifespan or machine wash in 30°C on gentle cycle. Hang to dry immediately after washing.