Photobook FAQ

Orders, Delivery & Payment

  • Can I send copies of my album to different addresses?
    Unfortunately this is not possible. When you order multiple copies of an album they will all be sent to the Shipping Address which you specify during the ordering process.
  • Can I order multiple copies in a single order?
    Yes, you can order multiple copies of the same product on a single order.
    When doing this, all copies will be sent to the shipping address which you specify during the ordering process.
  • What happens if Im not happy with my product?
    All of our Photobooks are handmade and we carefully inspect your Photobook before handing them to you. Yet, should there be an unlikely event that we did not meet up to your expectations, please email to us at support@fotozzoom.com with the following supporting documents:
    • - Few pictures from different angels showing the defect
    • - Your full name, order number and a brief description of the defect
    • - Page number of the defect pages
    If you need to contact us regarding a defect, please notify us within 14 DAYS upon receiving your order. We will replace your order immediately if the defect was due to mishandling during production or shipment. Foto-ZZoom will not be liable after this period. Please also note that we will not be providing you with a refund, we are only able to replace your order.
  • Can I change my delivery address after I have placed my order?
    Yes, you can. Please email us at support@fotozzoom.com stating your order number and your new preferred address.
  • Can I pay for my order during collection at Foto-ZZoom outlets?
    Unfortunately not. We can only process your order once you have made your payment online. You can also pay for your order using the vouchers that you have purchased from our stores.
  • Can I change the store that I would like to collect from after I have placed my order?
    Yes, you can. Please email us at support@fotozzoom.com stating your order number and your preferred store.
  • Which Foto-ZZoom stores can I collect my order from?
    Find the nearest Foto-ZZoom store here.
  • What is the maximum number of pages for a book?
    60 pages. Learn more about additional page charges here.
  • What is the minimum number of pages for a book?
    20 pages. This is because any amount lesser than 20 will affect the overall look and premium feel of the book.
  • Do your offer discounts for bulk ordering?
    Yes, we do offer bulk discount for quantities more than 10. Please contact us for more details.
  • Can my order be placed on express service?
    Depending on the type of order as well as peak season, we are able to place your order on express service. Express service will be subject to additional charges. For this special request, please contact our Customer Care Team at support@fotozzoom.com.
  • Do you provide a tracking number once you have dispatched an order?
    Yes, we do. You will receive your tracking number via email as soon as your order has been dispatched.
  • Can I reprint my books?
    Yes, you can. Just email us at support@fotozzoom.com and we will assist you with it.
  • How long does it take for my Photobook to be delivered to me?

    Once your order is completed, you should be receiving your Photobook in 6-8 business days depending on your location.

    Note:
    All orders are shipped via courier and delivery schedules are determined by the courier providers that we use. Please allow for additional delivery time for peak seasons.

  • How much does additional pages cost?
    Mini (8 x 6): RM 2/ page
    Standard (11 x 8): RM 3/ page
    XL (17 x 12): RM 5/ page
  • What are the delivery charges like?
    Nationwide: FREE for books above RM150 AFTER any voucher/ promotional code has been applied.  This amount does not include the price paid for the voucher.
    RM15 for books below RM150 AFTER any voucher/ promotional code has been applied.
  • My Photobook was damaged by the courier sevices, what should I do?
    Please email us at support@fotozzoom.com pictures from different angel showing the damage on the Photobook as well as the shipping box. We will attend to you soonest and provide you with a replacement book.
  • My Photobook has a defect, what should I do?
    We strive to provide you the outstanding quality Photobooks. Yet, on rare occasions we may have overlooked a defect of any kind. Should you experience this, please email to us at support@fotozzoom.com with the following supporting documents:
    • - Few pictures from different angels showing the defect
    • - Your full name, order number and a brief description of the defect
    • - Page number of the deffect pages
    Please notify us within 14 DAYS upon receiving your order and we will replace your order immediately if the defect was due to mishandling during production.
  • Can I have my Photobook shipped to another country?
    Unfortunately, we do not deliver out of Malaysia for the time being.
  • Can I submit my order without internet connection?
    Yes, you can.

    Upon checking out, choose the 'Order Offline' option. This option will allow you to load your Photobook files into a hard disk. You can then submit the files to one of our outlets http://www.fotozzoom.com/stores

Technical Support

  • How do I add more pages to my photobook?
    Click on the 'Page' menu in the top menu bar, and select 'Insert'. This will add an extra two pages before the page that you are on.
  • How do I move pages within my project?
    Click on the 'Page' menu from the top menu bar, then click 'Rearrange pages'.
  • How do I access more background images?
    Click on the 'Backgrounds' tab near the bottom and drag one of the backgrounds to where you wish.
  • How do I apply a frame to my photos?
    Click on the 'Frames' tab near the bottom and drag one of the backgrounds to where you wish.
  • How do I know if the resolution of my photo is too small? What is the red and white exclamation mark?
    Our software will provide a warning sign (in the form of a red and white exclamation mark) when your photo is of low resolution.

    This exclamation mark simply means that your photos will turn out grainy and pixelated if printed.
    We highly recommend you to reduce the photo to a smaller size or replace the photo with a higher resolution photo. However, should you insist on having this photo, the exclamation marks won't appear in your album.
  • How do I rotate a photo?
    1. Click on the photo you wish to rotate.
    2. At the top of the RHS toolbar, click on the second icon [this icon looks like a rectangular box].
    3. Look for 'Angle' and click on the drop-down list. Choose how you would like to rotate your photo.
  • Can I stretch a photo across two pages in an album?
    Yes, you can. Right-click on a photo on the page and select 'Fit to Spread'. This will stretch the photo across two pages.
  • How do I add text to a page?
    Click on the 'Aa' icon on the toolbar and a text box will be created.

    To edit the text: Double-click on the text box and highlight the text. Then, change the font style, font size, font colour and allignment of the text using the tools on the right-hand-side bar.
  • Can I use unusual fonts in my project?
    Our software uses all fonts installed on your computer. To ensure that your fonts are printed correctly, please upload your Photobook from the same computer you used to edit it.
  • I receiving an 'empty page' warning, why?
    The 'empty page' warning will appear when you have a blank page in your album. Blank page is a page with no design on it at all. If you're happy with how the book looks like in the Preview, you can ignore this warning and continue with the ordering process.
    Delete unwanted pages: Select 'Page' from the top menu then click 'Delete'. Pages can only be deleted in pairs. The minimum amount of pages you can have is 20 pages. Any amount lesser than 20 will affect the overall look and premium feel of the book.
    IMPORTANT! Please note that our production system cannot recognise blank pages that are unwanted. Therefore, blank pages in your project will be bound into your album.
  • I receiving an 'empty photo frame' or 'empty text box' warning, why?
    This is a reminder that there is a frame or a text box in your project that doesn't contain a photo/text. If you can't see this frame, it's possible you've covered it with other photos or text. If you're happy with how the book looks like in the Preview, you can ignore this warning and continue with the ordering process.

    These empty photo frames or text boxes won't be printed in the final product.
  • My upload did not complete. How do I start it again without re-ordering?
    If your upload has not been completed, you can continue this process by opening the project on your computer and click the 'Order' button again. The software will recognise that you have previously entered the order details and will proceed to upload your project to our servers.
    IMPORTANT! During the uploading process, remember to choose 'Upload finished pages' instead of 'Save finished pages'. Please also allow the uploading process to complete before you shut down the software.
  • Can I make changes or cancel my order?
    Changes: We do not have access to change or edit our customer's projects. Hence, it is the customer's responsibility to proof check their order before submitting.
    Cancel: Unfortunately we cannot cancel an order upon receiving it. Our process is highly automated and once ordered, your book is immediately queued for production.
  • I getting a 'Missing Photos' warning, what should I do?
    This warning sign means that our photobook software cannot locate your photos. This is most common if your photos are saved in a USB/CD or in an external hard drive. Therefore, we highly recommend you to save all the photos directly to the computer.
    Add your photos back to your project:
    1. When you see a window with this message "The following pictures are missing...". Click on the 'Find Pictures' button.
    [The software will then continue with a "Find missing pictures.. " window, which has the pictures listed there.]
    2. Now, click on one of the pictures and click the 'Update' button.
    [A window should appear to allow you to choose the photo folder. Caution: You will not be able to copy them straight off the CD/hard drive, so please make sure you copy the photo folder to your computer)]
    3. Upon seeing the photo that you wish to update, select the photo and click 'Select'.
    [The software will now recognise that the other 'missing' pictures are located in the picture folder and will ask you if you would like to update the other missing photos as well.]
    4. Click 'Yes' and every photo will now be updated. Then, click 'Continue' to proceed with editing your project.
  • Do I have to complete my project in one sitting? Can I save my project and come back to it later?
    No, you do not have to complete it in one sitting. Our Photobook software allows you to save your project and return to edit it as many times as you like.
  • Can I scan developed photos to use in my project?
    Yes, you can. However, scanned photos will only turn out well in the final product if they're scanned at a relatively high resolution (approx 600 dpi).
  • Can I increase the quality of my photos?
    Unfortunately, it is not possible to increase the quality of your photos. This is because the resolution of every photo is determined by the camera used when taking the photo.
  • How do I know if the quality of my photos is high enough to use in my project?
    Our software will provide a warning sign (in the form of a red and white exclamation mark) when your photo is of low resolution.
    This exclamation mark simply means that your photos will turn out grainy and pixelated if printed.
    We highly recommend you to reduce the photo to a smaller size or replace the photo with a higher resolution photo. However, should you insist on having this photo, the exclamation marks won't appear in your album.
  • Can I make a Photobook by providing you with a PDF, iPhoto or any other file?
    We can only accept orders that are uploaded via our Photobook software. Therefore, PDF's will need to be exported as JPG's and used in our Photobook software as full page or double page spreads.
  • I cannot upload my project. What does 'Cannot Connect to Server' mean?
    You most likely have a firewall restriction that is preventing the Photobook software from uploading your file.
    To resolve this issue, you'll need to add an exception to your firewall by following the below steps:
    1. Go to START > Control Panel
    2. Click on "Security Center"
    3. Click on "Windows Firewall" or "Allow a Program through Windows Firewall"
    4. Click the "Exceptions" tab, or click the "Change Settings" option
    5. Highlight "Foto-ZZoom Photobook" and click "OK"
    If our software is not visible in the drop down list, click on 'Add Program' or 'Allow Another Program' and select it from the second drop down list that comes up.
    Should you be using a 3rd party firewall (ie. McAffe, Norton, Avast etc..), please consult their website for instructions on how to create an exception. If you're still unable to get around your firewall, please contact us at support@fotozzoom.com and we'll try to help.
  • Why does my upload process keep restarting?
    You most likely have a firewall restriction that is preventing the Photobook software from uploading your file.
    To resolve this issue, you'll need to add an exception to your firewall by following the below steps:
    1. Go to START > Control Panel
    2. Click on "Security Center"
    3. Click on "Windows Firewall" or "Allow a Program through Windows Firewall"
    4. Click the "Exceptions" tab, or click the "Change Settings" option
    5. Highlight "Foto-ZZoom Photobook" and click "OK"
    If our software is not visible in the drop down list, click on 'Add Program' or 'Allow Another Program' and select it from the second drop down list that comes up.
    Should you be using a 3rd party firewall (ie. McAffe, Norton, Avast etc..), please consult their website for instructions on how to create an exception. If you're still unable to get around your firewall, please contact us at support@fotozzoom.com and we'll try to help.
  • Can I change edit my pictures/ choose a different book size/ choose a different style/ make changes to my order after I have uploaded it to Foto-ZZoom?
    Unfortunately, you cannot make any changes to your files once you have uploaded them to us. Please double check your files and ensure that you have selected your preferred choice.
  • How long does it take to upload an order through the internet?
    It usually takes 20-90 minutes depending on the size of the file and the speed of your internet.
  • My uploading process got interrupted due to internet connection, what should I do?
    Firstly, you will need to click the shopping trolley icon again to continue the uploading process. Your uploading process will continue from where it got stuck.
  • What is the recommended internet speed?
    We recommend ADLS2+ or Broadband Cable connection. Alternatively, you can use our 'Order Offline' option. This option will allow you to load your Photobook files into a hard disk upon checking out. You can then submit the files to one of our outlets http://www.fotozzoom.com/stores
  • Can I submit my order without internet connection?
    Yes, you can.

    Upon checking out, choose the 'Order Offline' option. This option will allow you to load your Photobook files into a hard disk. You can then submit the files to one of our outlets http://www.fotozzoom.com/stores

Books and Finishing

  • How does your LayFlat Technology work?
    A unique hinge has been integrated in our paper using a patent-pending technology. Watch this video to learn more about this break-through technology.
  • How many pages can I have?
    The minimum amount of pages is 20 and the maximum amount of pages is 100. Any amount lesser than 20 will affect the overall look and premium feel of the book.
  • What type of paper do you use? What is the life span of the paper?
    Foto-ZZoom uses a patent-pending RTI certified premium paper. After printing, all pages are UV coated with a layer of environmental friendly Swiss made material for added protection.
  • What cover options do you have available?
    We offer only deluxe hard covers for extended live span of your Photobooks.
  • How are your products printed?
    4 or 6-colour, all of the products are printed using the state-of-art 2400 dpi FujiXerox for outstanding image quality. After printing, all pages are UV coated with a layer of environmental friendly Swiss made coating material for added protection.
  • What is the maximum number of pages for a book?
    100 pages. Learn more about additional page charges here.
  • What is the minimum number of pages for a book?
    20 pages. This is because any amount lesser than 20 will affect the overall look and premium feel of the book.
  • How much does additional pages cost?
    Mini (8 x 6): RM 2/ page
    Standard (11 x 8): RM 3/ page
    XL (17 x 12): RM 5/ page