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Customer Support

How Can We Help?

Select the options below to work your way through our most common answers to support questions and easy step by step instructions.

1 General
Help
2 Project
Help
3 Photobook
Help
4 Canvas
Help
5 Digital Prints
Help
6 Calendar
Help
7 Checkout
Help
8 Payment
Help
9 Delivery
Help
10 Copyright
Help
Support Steps
1

General Help

How to create an account

  • Click on the "Login and Start Creating" button at the top of the home page, OR simply click on a product's GO button, which will open a new window.
  • Click on the "Create Account" button.
  • Enter the required information, and click on the "Join Now" button.
  • Go now to Create an Account

What file format do my photos need to be in?

  • Your photos will need to be in JPEG (.JPG or .JPEG) format.
  • Colour spaces supported are Adobe RGB (1988) & sRGB
  • Due to our printing systems the colour profile CYMK is not supported
  • Incorrect colours produced due to the submitting of an image with an unsupported colour profile will not be refunded.
  • We recommend that your images be between 3-10MB.

Forgot my password

  • Click on the “Sign In” button and select the “Forgot password”
  • Enter in your email address linked to your account
  • Click “Reset password”
  • You will receive an email to reset your password.
  • If you do not receive this please check your junk and spam folder
  • Please Contact Us if you do not receive this email.

How to change account details

  • Click on the “Sign In” button
  • Enter in Email address and password then click on “Sign In”
  • Choose “My Account” up the top of the page.
  • Change details and click on “Save Changes”

Can I save and complete later

You sure can, please ensure you save your project when you are finished. This will then be saved in your “My Projects” for you to access in the future.

Can I cancel my order?

Unfortunately we are not able to cancel orders. Due to the high automation of our online service, once your order has been paid for and completed online, it's automatically sent to our printers and cannot be cancelled.

What happens if I do not receive my order?

Don't panic! If you do not receive your order within the stated shipping period you selected when checking out, please Contact Us immediately with your Order Number. We will make every effort to recover your order. Claims are to be made within 30 days from the date the order was placed.

What happens if my order is unsatisfactory or arrives damaged?

If you receive your order in an unsatisfactory condition, please Contact Us immediately with your Order Number. We will make every effort to make things right. Claims are to be made within 30 days from the date the order was placed.

Can I add to my order after it has been processed?

Unfortunately you cannot add to your order as our system is automated and production of your finished product begins almost straight away.

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2

Project Help

How to upload images

  • Sign into the website using your email address and password.
  • Click on the “My Photos” button.
  • Select an album to upload your photos into. If you do not have an album, you will need to add a new one and name it.
  • Click on computer button to access photos
  • Select the location on your computer from which to upload your photos. i.e. My Pictures.
  • Select the images that you would like to upload, and click the "upload" button. Your photos will now be uploaded to your album.

What does ! “Low, or Very Low Quality on photo mean?

The exclamation mark with “Low Image Quality” is a warning that the image that you have used is of a low resolution, which may give poor results when printed. The exclamation mark with “Very Low Image Quality” is a low-resolution warning and indicates not to use the image at all. We strongly suggest that you do not proceed with your order if these warnings appear. To continue with your order, either reduce the size of the image until the warning disappears or try uploading a larger size image.

Please be warned if you proceed with your order and these warnings were displayed it voids any opportunity to obtain a refund for bad quality images. For this reason please make use of our contact methods for advice before placing your order.

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3

Photobook Help

Can I change the Style of my photobook once I have started my project?

Once you have started a project you cannot change the layout/style of your photo book.

If you go back to the start of your project to change the size or style, you will lose the progress of your project.

As you are unable to start again you will need to go back to the start and create a new book.

Can I add more photos to my photobook after starting my project?

Once you have started your project, you can click the 'load more' button and follow the prompts to upload and add more images to be used in your project.

How do I add text to my photobook?

  • Open your photo book project.
  • Click on the text tool in the toolbar on the left of the work area. Click on "Add text" up the top left. “Add Text Here” will appear on the page.
  • Click on the text box that appears on the page
  • You can change the font style, colour and size as required with the options on the left.
  • If you decide that you do not want to keep the text on your page, select the text by clicking on it once, then click the delete button. This is a small bin button up the top right.
  • To move the text box around the page or to the opposite page (left) you need to hover over the text box until the 4 way arrow appears, then click drag to the position you require.
  • To make the text box bigger, drag from one of the squares on the corner.

How do I change/ add backgrounds to my photobook?

  • Open your photo book project.
  • Click on the backgrounds from the toolbar on the left of the work area
  • Select background you like, click and drag to the page
  • To remove the background click on the “Remove background” button from the toolbar on the left.

How do I add more pages?

  • Open your photo book project.
  • Click on “Add Pages” up the top of the design page
  • Select from “Add Before” or “Add After “option.
  • NB – You will need to add a full page spread, and will not be able to add to the Inside if the back and front cover.

How to remove pages?

  • Open your photo book project.
  • Click on “Page Options” up the top of the design page
  • Click on “Delete Page Spread”
  • NB – You can only delete a full page spread, not single pages. You cannot delete first or last page of the project.

How to Make a Photobook

  1. Once you have signed in or registered and your photos have been uploaded to “MY PHOTOS” select the “Photo Books” option
  2. The next window will show you the various types of photo book products. Select the required photo book and then the style and size that wish to create > Click “Order Now”
  3. Next, select the album that you wish to use to create your Photo Book.
  4. Select either All of these photos or click on the ones that you wish to use. Then click on Add Photos to Project at the bottom right of the page.
  5. You will now be able to start creating you book. You will need to click and drag photos from the left along with the other editing options available. Backgrounds, Layouts and Text
  6. You can edit your photo once it is added to you page, click on the photo and use the editing options on the right hand side.
  7. If you wish to autofill your book, this option is located up the top of the page.
  8. You can add text to your pages using the Add Text option shown left of the page. There is an Edit option here too which allows you to set out your text, increase or decrease the size of the text, change the font etc.
  9. When you have finished your Photo Book, click on Add to Cart, located up the top right of the screen. You will see a message with information about the book that you have created. If you have image/s that are unsuitable for printing, you will be advised. You can then return to your book, find these unsuitable images which will be displayed with warning. Please read this message carefully before you Click on “ I understand , add my project to my cart"
  10. Once you click on this your Book will then be loaded into your shopping cart. Please review the items in your cart and Select "Checkout”.
  11. This is the payment page. If you have a voucher or discount code this is now entered under the “Add Promo Code”, we recommend copy and pasting your voucher code. Please either click the + button or hit enter on your keyboard once code has been entered. If you don't have a voucher code, proceed to step 13.
  12. You will see the price displayed on the right. If this is not correct, please do not proceed. Contact Us by email or live chat and we will help to overcome the error.
  13. Please select this Shipping Method you require and click “Continue to Shipping Details”.
  14. Enter in the shipping address and click “Continue to Payment Method”
  15. Tick the boxes to Accept Term and Conditions
  16. Click the Paypal Option and select if you would like to Pay with Paypal or Credit Card
  17. Enter in Payment details and select pay now.
  18. You will now see you order number displayed on the screen once the payment has been completed.

What are the books made from?

Hard Cover

This is a beautiful large photo book. The outside Hard Cover is personalised with your photos, making it the perfect beginning to your story. You'll be delighted and amazed as you turn each page and your story unfolds with brilliant colour and style. A special book that you will proudly share and cherish forever more.
Minimum 20 pages/10 sheets, Maximum 100 pages/50 sheets
Hard board cover, 150 gsm paper, with celloglase covering for cover, 150 gsm paper for pages

Soft Cover

This is a beautiful photo book. The outside Soft Cover is personalised with your photos, making it the perfect beginning to your story. You'll be delighted and amazed as you turn each page. A book that you will proudly share and cherish forever more. Great size for the coffee table.

  • 22, 40, 60 pages only
  • 300 gsm paper, with celloglase covering for cover, 150 gsm paper for pages
Layflat

11x8" Portrait-style Personalised Cover "Layflat" Book comes with a Personalised Presentation Box. All pages are printed on Fujifilm silver halide photographic paper. Seamless layflat spine allows panoramic double-page presentation.

  • Minimum 20 pages/10 sheets, Maximum 50 pages/25 sheets
  • Personalised hard board cover with celloglase covering, 300gsm silver halide photographic paper pages, first page starts inside front cover & last page ends inside back cover ~ no end sheets
Padded Cover

This amazing Book + Box set combines the high quality look and feel of the padded personalised cover, along with the leather-look black presentation box to ad the perfect finish. With 200gsm pages, double end sheets, and vellum inside front and back cover this book is the perfect mix of book, beauty and box to make your images even more memorable.

  • Minimum 20 pages/10 sheets, Maximum 80 pages/40 sheets
  • Personalised padded board cover with celloglase covering, 200 gsm pages, and Vellum for first & last page
What size are the books?
  • Soft Cover - 15x15cm, 20x15cm, 20x20cm & A4 portrait
  • Hard Cover - 20x15cm, 20x20cm, 28x20cm, A4 Portrait, 30x30cm, 40x30cm, & 40x30cm Portrait
  • Layflat - 20x20cm, 20x28cm, 28x20cm & 30x30cm
  • Padded - 20x20cm 28x20cm, 30x30cm & 40x30cm
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4

Canvas Help

What is the quality of Minibox canvas print?

Our canvases are printed onto a high quality satin, artist’s quality, canvas. They are hand stretched onto a quality wooden frame. Your Canvas Print also comes with hooks and string for instant hanging.

Does my canvas come ready to hang?

Yes, your canvas will come ready to hang. Simply unpack your canvas and hang on the wall.

What is the red border around my canvas?

The red border around the work area indicates the part of your image that will be wrapped around the side of the frame on your finished canvas print. The red border itself will not be printed on your canvas, and appears as a guide only. When designing your canvas print, please make sure that the entire image that you want to appear on the front of your canvas is inside the red border. If you are unsure of your work please Contact Us prior to submitting your order.

Can I add more than one image to my canvas?

Yes, you most certainly can. Please ensure to keep an eye on the wrap area.

How to add text to my canvas?

  • Click on the text tool in the toolbar on the left of the work area. Click on "Add text" up the top left. “Add Text Here” will appear on the canvas.
  • Click on the text box that appears on the canvas
  • You can change the font style, colour and size as required with the options on the left.
  • If you decide that you do not want to keep the text on your canvas, select the text by clicking on it once, then click the delete button. This is a small bin button up the top right.
  • To move the text box around the page click on the text box when the 4 way arrow appears then drag to the position you require.
  • To make the text box bigger, drag from the square on the corner.

How to make a Canvas

  1. Once you have signed in or registered and your photos have been uploaded to “MY PHOTOS” select the “Canvas” option
  2. The next window will show you the various types of canvas Sizes. Select the required canvas and then Click “Order Now”
  3. Next, select the album that you wish to use to create your canvas.
  4. Select either All of these photos or click on the ones that you wish to use. Then click on Add Photos to Project at the bottom right of the page.
  5. You will now be able to start creating your canvas. You will need to click and drag photo/s from the left along with the other editing options available. Backgrounds, Layouts and Text
  6. You can edit your photo once it is added to your canvas, click on the photo and use the editing options on the right hand side.
  7. The red border around the work area indicates the part of your image that will be wrapped around the side of the frame on your finished canvas print. The red border itself will not be printed on your canvas, and appears as a guide only. When designing your canvas print, please make sure that the entire image that you want to appear on the front of your canvas is inside the red border. If you are unsure of your work please Contact Us prior to submitting your order.
  8. When you have finished your Canvas, click on Add to Cart, located up the top right of the screen. You will see a message with information about the canvas that you have created. If you have image/s that are unsuitable for printing, you will be advised. You can then return to your canvas which will be displayed with warning and change the image. Please read this message carefully before you Click on “ I understand , add my project to my cart"
  9. Once you click on this, your canvas will then be loaded into your shopping cart. Please review the items in your cart and Select "Checkout”.
  10. This is the payment page. If you have a voucher or discount code this is now entered under the “Add Promo Code”, we recommend copy and pasting your voucher code. Please either click the + button or hit enter on your keyboard once code has been entered. If you don't have a voucher code, proceed to step 13.
  11. You will see the price displayed on the right. If this is not correct, please do not proceed. Contact Us by email or live chat and we will help to overcome the error.
  12. Please select this Shipping Method you require and click “Continue to Shipping Details”.
  13. Enter in the shipping address and click “Continue to Payment Method”
  14. Tick the boxes to Accept Term and Conditions
  15. Click the Paypal Option and select if you would like to Pay with Paypal or Credit Card
  16. Enter in Payment details and select pay now.
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5

Digital Prints Help

Will my photos be cropped?

Most size photos will be cropped as the ratio from your camera/phone and the size photos are not always the same.

How to I change the crop area of a photo?

Once you have selected the size you require and the photo/s you wish to order, the editing screen will show you very clearly in grey the part of the photo that will be cropped.
Please feel free to click on the photo and position to choose what area gets cropped.

How to Create Digital Prints

  1. Once you have signed in or registered and your photos have been uploaded to “MY PHOTOS” select the “Digital Print” option
  2. The next window will show you the various sizes of Digital Prints we offer. Select the required size, select paper type and then Click “Order Now”
  3. Next, select the album that you wish to use for your Digital Prints.
  4. Select either All of these photos or click on the ones that you wish to use. Then click on Add Photos to Project at the bottom right of the page.
  5. You will now see the photos you have uploaded, these photos will be cropped with a grey area showing on the top, bottom or sides on each image. Please move the crop area on each photo to ensure this shows the correct part of the image.
  6. Select how many of each photo you require and click “Add to Cart” up the top right of the screen.
  7. Once you click on this your photos will then be loaded into your shopping cart. Please review the items in your cart and Select "Checkout”.
  8. This is the payment page. If you have a voucher or discount code this is now entered under the “Add Promo Code”, we recommend copy and pasting your voucher code. Please either click the + button or hit enter on your keyboard once code has been entered. If you don't have a voucher code, proceed to step 13.
  9. You will see the price displayed on the right. If this is not correct, please do not proceed. Contact Us by email or live chat and we will help to overcome the error.
  10. Please select this Shipping Method you require and click “Continue to Shipping Details”.
  11. Enter in the shipping address and click “Continue to Payment Method”
  12. Tick the boxes to Accept Term and Conditions
  13. Click the Paypal Option and select if you would like to Pay with Paypal or Credit Card
  14. Enter in Payment details and select pay now.
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6

Calendar Help

How do I add text to my calendar?

  • Click on the text tool in the toolbar on the left of the work area. Click on "Add text" up the top left. “Add Text Here” will appear on the Calendar.
  • Click on the text box that appears on the Calendar
  • You can change the font style, colour and size as required with the options on the left.
  • If you decide that you do not want to keep the text on your calendar, select the text by clicking on it once, then click the delete button. This is a small bin button up the top right.
  • To move the text box around the page hover over the text box until the 4 way arrow appears, then drag to the position you require.
  • To make the text box bigger, drag from one of the squares on the corner.

Can I add more than one image to my Calendar?

Yes, you most certainly can. Please see steps below.

  • Select photos and open project
  • Drag one image over to the calendar template, resize and position.
  • Choose next photo and drag over to the template, position and resize.
  • If you are not sure about the positioning please ensure you Contact Us before processing the order.

How to I change backgrounds?

  • Open your calendar project.
  • Click on the backgrounds from the toolbar on the left of the work area
  • Select background you like and click and drag to the page
  • To remove the background click on the “Remove background” button from the toolbar on the left.

How do I change grid/text colour?

  • Unfortunately you will not be able to select the Text and Grid colour. Depending on the background colour selected the site will automatically change the text and grid colour to either white or black.

How to create a Calendar

  1. Once you have signed in or registered and your photos have been uploaded to “MY PHOTOS” select the “Calendar” option
  2. The next window will show you the various types and sizes of Calendars we offer. Select the required Calendar, Select when you would like your calendar to start and what day will be shown at the start of the week > Click “Order Now”
  3. Next, select the album that you wish to use for your Calendar.
  4. Select either All of these photos or click on the ones that you wish to use. Then click on Add Photos to Project at the bottom right of the page. You will need a minimum of 13 photos.
  5. You will now be able to start creating your Calendar. You will need to click and drag photo/s from the left along with the other editing options available. Backgrounds, Layouts, Calendar Event and Text
  6. You can edit your photo once it is added to your Calendar, click on the photo and use the editing options on the right hand side.
  7. When you have finished your Calendar design, click on Add to Cart, located up the top right of the screen. You will see a message with information about the Calendar that you have created. If you have image/s that are unsuitable for printing, you will be advised. You can then return to your Calendar which will be displayed with warning and change the image. Please read this message carefully before you Click on “ I understand , add my project to my cart"
  8. This is the payment page. If you have a voucher or discount code this is now entered under the “Add Promo Code”, we recommend copy and pasting your voucher code. Please either click the + button or hit enter on your keyboard once code has been entered. If you don't have a voucher code, proceed to step 13.
  9. You will see the price displayed on the right. If this is not correct, please do not proceed. Contact Us by email or live chat and we will help to overcome the error.
  10. Please select this Shipping Method you require and click “Continue to Shipping Details”.
  11. Enter in the shipping address and click “Continue to Payment Method”
  12. Tick the boxes to Accept Term and Conditions
  13. Click the Paypal Option and select if you would like to Pay with Paypal or Credit Card
  14. Enter in Payment details and select pay now.
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7

Checkout Help

How do I use my voucher code?

  • Design your order and place your completed item in the shopping cart.
  • Click on the shopping cart button
  • Review the items in your cart and click “Checkout”
  • Click on “Add a Promo Code” up the top right
  • Copy and Paste you code and click on the + button or hit enter on your keyboard.
  • Double check that the code was applied and the price has reduced
  • Select Shipping method and follow prompts to complete your order.

What do I do if my voucher code is not accepted?

Please double check that you are entering in the correct letters and number into the Promo Code Field. We recommend copy and pasting your code to avoid any mistakes being entered. If you continue to have issues please Contact Us so we can assist you in applying your code.

Can I get an extension on my voucher code?

If you wish to extend your voucher code, please Contact Us with your voucher code and we will see if it possible to extend your voucher code.

Can I combine Shipping with voucher codes?

If you are wanting to process an order with multiple items and code, please ensure each item has been added to the cart separately with a quantity of one on each.
Once you have then applied your codes you will then receive a discount on the shipping. The first item will be at full shipping cost, then each remaining item will receiving a discount for the shipping cost.

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8

Payment Help

What payment options are available?

You will be able to process your order with either Paypal or Credit/Visa Card

Can I use my credit card on paypal?

Yes, you sure can. When you have reached the checkout, please click on the PayPal option. You will then be able to see the Credit card and Visa option.

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9

Delivery Help

How long will my order take?

Your order may take between 1-5 business days to be produced, quality checked and packed ready for shipping. From the time you place your order online, most orders will be delivered within 5-12 business days, depending on the delivery location and shipping method you choose. High volume production periods may delay delivery of your order.

How much is delivery

For current Pricing rates and expected Delivery times please view our Pricing and Delivery Information here.

I have not receive my order.

Don't panic! If you do not receive your order within the stated shipping period you selected when checking out, please Contact Us immediately with your Order Number. We will make every effort to recover your order. Claims are to be made within 30 days from the date the order was placed.

Can I change the address once my order has been processed?

Once an order has been finalised and submitted for processing, it is unfortunately not possible to make any changes to your order, including the delivery address and contact phone number.

Can I pick up my order?

Unfortunately we do not have the option for orders to be picked up or collected.

I have only received part of my order

Due to certain products being fulfilled by different printing facilities, you order may not arrive in the same parcel. Please Contact Us if you are wanting to follow up on any part of your order.

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10

Copyright Help

Your Copyright

Generally under copyright laws the owner of the copyright in images or photographs is the person who created the images or took the photographs. You represent and warrant to us that you are the owner of the copyright or have the express permission of the owner of the copyright in the images or photographs which you submit to the service.
We claim no ownership rights in any images or photographs submitted to the service. Solely for the purpose of enabling your images or photographs to be uploaded and made available on the service and to fulfill print orders made for your images and photographs you grant to us and to any store which fulfills print orders of your images or photographs, a perpetual worldwide non-exclusive transferable royalty-free copyright licence to copy, reproduce, display, modify, adapt or alter, transmit, communicate and distribute to our staff your images or photographs.
You acknowledge that we have no control over the use of your images or photographs and shall not be held liable for any use, publication or copying of your images and photographs. You waive all rights of action or other claims you may have against us in respect of any such use, publication or copying.

Copyright Claims

We respect the intellectual property rights of others. In the event that we receive a written complaint alleging copyright infringement by a member, we will refer the complaint to the member concerned. It is the member's responsibility to resolve any such complaint. Should the member not resolve the complaint satisfactorily and advise us, in writing, of the resolution within seven (7) days of the date on which the matter was referred to the member (the "Referral Date"), we reserve the right, in our absolute discretion, to suspend the membership until such time as the matter is resolved. If we have not been notified within sixty (60) days of the Referral Date that the matter has been satisfactorily resolved, we reserve the right, in our absolute discretion, to terminate the member's membership.

Quality Guarantee

When you place an order with Minibox, there is no risk to you. You are covered by our Fabulous Quality Guarantee! If you are not happy with your order, please Contact Us within 30 days of ordering and give us the chance to make things right.
Note: Our Quality guarantee covers any damage to the item while in transit or any manufacturing defects. This does not cover the image submitted on the order; all images need to be an appropriate file size for the selected canvas. The suggested size can be found in each item's product description.

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