Fotobox
Online Kiosk Q&A

How long will my order take to be delivered?
Orders placed before 1pm are printed the same day. Delivery to you will be within 1-5 working days.

Why am I unable to download and launch the Fotobox  service?
There are a number of technical reasons why you are unable to use the service which are as follows:
ActiveX is not supported by your browser. Use Internet Explorer 6.0 or above to use this service.
ActiveX is not enabled. To enable ActiveX on Microsoft Internet Explorer you must do the following: Go to Tools > Internet Settings > Security > Custom Level. Change "Download Signed ActiveX controls" to "Prompt".
You didn't accept the certificate. You must click Yes on the security certificate to load the ActiveX control.
You are using an ad blocker, popup stopper, or firewall that blocks ActiveX: Temporarily disable these utilities to see if they are the cause.
Your system has spyware installed or a virus that interferes with ActiveX: Scan for spyware on your system immediately.

What shall I do if I do not receive an e-mail order confirmation?
The most likely explanations for not receiving your e-mail confirmation are as follows:
Your spam or junk mail filter is set very high and correspondence from us is being blocked from your Inbox. Be sure your junk mail filter is not too sensitive and that your own email settings are not blocking messages from us. If you have a spam box, check to see if it has been intercepted there.
Your inbox is full.
You entered your email address incorrectly. Contact our customer service department who will assist you
.
Why has my order upload failed?
If you have received an email advising that your order upload has failed, this may be due to one of the following reasons:
Internet connectivity failed during the upload process. Please check your system does not disconnect during the upload. Systems may disconnect automatically if no user input is detected after a period of time. This may occur when uploading orders with large number of images.
Your firewall or security settings on your system are set too high. Please check your settings and lower the security level if necessary.
The images you are attempting to upload are too large. Please ensure that your images are of JPEG format and are individually no larger than 30MB each.
The kiosk window was closed during upload. Please ensure that the window remains open until your order upload has completed
Please note that no charge will be applied to your credit/debit card if your order fails to upload.

What shall I do if I am unhappy with the quality of my prints?
If you are not happy with the quality of your prints, please consider the following:
Our printers print at the equivalent of 300 dots per inch. This means to produce the highest quality image at 4 inches by 6 inches, the original image must have at least 1200 x 1800 pixels (or 2 megapixels). If your image is lower than this then it is very likely that the finished print may appear 'pixelated'.
Below is a table that advises recommended file size in relation to the finished print size.

If you believe the fault to lie with our printer, you can send your images back to the following address for us to inspect for you:
Fotobox
22 Broad Street
Seaford
East Sussex
BN25 1ND

What shall I do if I have not received my prints?
Orders placed before 3pm are dispatched the same day so you can expect your delivery between 1-5 working days. If after this time you have still not received your prints, please contact our customer service team.

What shall I do if my order has been damaged in transit?
If your prints have been damaged during transit, please return them to the following address within 14 working days of receiving them. We will then reprint your order free of charge.
Fotobox
22 Broad Street
Seaford
East Sussex
BN25 1ND

My query is not listed here. How do I contact customer services?
If you have a query that is not listed here, please contact us and we will be happy to help you.