Frequently Asked Questions

Need urgent help? Give us a call or send us an email!

Help & Support Links

Our Stores

Phone - 01789 508902

Opening Times
Monday - Saturday - 9:30am - 5:00pm
Sunday - 11:00am - 4:00pm

Phone - 0121 704 5232

Opening Times
Monday - Saturday - 9:30am - 5:00pm
Sunday - 10:30am - 4:30pm

We have complied the most commonly asked questions below. If you need help with anything else, please don't hesitate to contact us and we would be more than happy to assist!

General Questions

Firefox, Safari, Internet Explorer, Chrome - Desktop, laptop, tablets or mobile phones. Download the iOS App for quick ordering of prints. The website will also work on Android operating system.

You can choose between Glossy and Lustre finishes with Photo Zone.

Account Questions

Simply click the Join button, enter the necessary information to sign up with us! Alternatively, just click here!

It's easy! Simply sign in, then click Account. From there, you can change or update your details, including Name, email and address. Alternatively, if you cannot sign in, click Forgot password and a reset link will be emailed to you. If you have any issues, please contact us.

Uploading Photos

Click upload, select your photos, choose upload size (we recommend Large Upload), and press OK. If you'd like to save your photos to come back to at a later time, please Join and create an account first.

You can upload JPEG or PNG files. Each photo can be up to 50MB.

RAW files must be converted to a standard file format before uploading. However, our in-store kiosks accept RAW images from most of the major camera manufacturers without conversion. Our highly skilled lab technicians are experts at processing camera RAW files and will adjust and optimize your images to look their best.

Download our iOS App for quick ordering of prints.

You can also use the App for easy upload of images to load on the Kiosk in-store for your print order or creative products. Simply use the Upload to Kiosk button, go to the store, enter the access code and start your project.

Photo & Album Management

Yes, simply click on it then select Options. Alternatively, you can leave it uploaded and simply not order the image as a photo.

Click the collection, click Options, choose Delete. To delete just one photo, click the photo, then the "Trash" icon.

Yes you can!

Select the collection, click the Share icon if available. If not available, click the Collection Settings icon, click Privacy, change the Sharing to Public and Save.

Yes, select the photo and drag it into the desired collection.

Photo Editing & Cropping

Click the photo, then click the pencil icon. This gives you a huge selection of editing and cropping tools to use. All editing online is free of charge!

Yes, select the photo and drag it into the desired collection.

Yes! Click the photo then click the pencil icon, to open the image editor. From here you can make multiple changes, includng adding text.


Aspect ratio is important because it determines how much of a photo may get cropped off so that it can fit on the selected paper size. Don't worry though, we will show you if this may happen to any of your photos and give you the chance to adjust where the photo will be trimmed.

Refunds and exchanges will be granted on faulty products only. As all products are made to order they are exempt from the usual Distance Selling Regulations. If you have any further questions about your order please contact us.

Once an order is placed it cannot be cancelled, as often processes are automated and creation of your order will start straight away.

Please bring your order number to the store when you come to collect. The order number is listed on the email notification and the online transaction confirmation, which was displayed when you completed your purchase.

The email notification that your order is ready is triggered when your order is ready to collection.

If requested, you will also receive a text message.

Your order can be collected in one of our stores free of charge - usually on the same, or the next working day.

If you want your order delivered, please see the Delivery Page for prices & timescales.


All online purchases require use of a valid credit card from Visa, MasterCard, or American Express. All transactions will show on your credit card statement as "Photo Zone Ltd". Payment must be made for all orders online even if collecting in store.

If you are unable to pay online, please contact a member of the team and we'd be happy to help.

We occasionally advertise promo codes for a discount or a free product. To use these codes, you must be within the dates it is valid, and enter it during checkout. You will see the discount applied on that page. If you are having trouble with a promo code, please contact us, and we'd be happy to help!

Using the Site

If you are having trouble getting the photos and/or text placed correctly in a template, please contact us for help before completing your order, as your order may be printed automatically before we can correct it!

If you cannot log in, you may need to reset your password. To do so, please try the Forgot Password link on the Sign In page. If you still can't login please get in touch and we'd be more than happy to help!

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