Frequently Asked Questions
We've collected some of the most common questions our customers tend to ask us. Hopefully you will find the answer to your question below, if not, please feel free to get in touch via Live Chat, Phone or Email.
My Account
I have forgotten my password
There are two ways to reset your password, either use the “forgotten password” section next to the login page, or alternatively you can email us from the email address linked to your account and we will reset this for you.
Unsubscribe from emails or delete my account
To unsubscribe from emails, simply click the unsubscribe link at the bottom of any email you have recently received from us. If you would like to delete your account completely please email customer services from the email address linked to your account and we will remove this as soon as possible.
Order information
How can I order?
We think the best (and easiest!) way to create your photo book is by downloading our free Design Software. You can easily import your photos from your device or social media accounts, plus you’ll be able to choose from our huge range of backgrounds, templates and clip art to make your photo book your own.
How do I use a voucher code?
Simply enter the voucher code into the voucher entry box presented to you during the checkout of your order, when ordering via the website or through the desktop software.
Why am I getting an Error 500 / software cannot connect message
Error code 500 load balancing server error occurs because something on your system is blocking the connection to our server and is preventing you from sending the data to us. Firstly if you are on a work computer it may be that a Proxy has been put in place and you would need to speak with your IT team as they will know the code.
If this is your home computer it is more likely to be your antivirus package. Because you actually have to upload data to us, it is slightly different from ordering products from the Internet in the usual way and this type of connection is being blocked by your system as a potential security risk. To enable your order to complete you will need to allow our program through your antivirus software by adding our program to the exceptions or trusted list. This is something that you will need to do on your system and if you are unsure how to do this we would suggest that you contact the company that provides your antivirus
How do I order with my mobile phone?
Download the free CEWE Photo App from the Appstore (iPhone) or Google Play Store (Android). Through these apps, you can easily place a photo order from your phone. Among other things, you can order photos, photobooks, cards and calendars via these apps.
How do I know if my order has been successful?
You will receive a confirmation of order on screen, which will then be followed by a confirmation email to your registered email address. If this does not happen and you did not get an order number then the order has not finalised. If you are still unsure then please contact us.
I open my project but it is blank
When a project saves on your computer, it is saved as 2 or 3 different files. If you have called the project ‘wedding’ for example, then you should see the files shown below, which should all be saved in the same location.
- wedding.mcf
- wedding_mcf-Dateien
- wedding.mcf~
If the project won’t open correctly then the most common cause is because at least one of the above 3 files have been moved and the 2 or 3 files are no longer all stored in the same place. You simply need to search the hard drive (C Drive) for MCF and find where every MCF file called ‘wedding’ is stored. If you find one that has been moved, you can copy and paste it back to the original folder so all 3 files are back in the same place.
To Search the Hard Drive on a Windows computer:
Go to My Computer Double click on the C drive icon Click on the file that says USERS Then in the search tab in the top right type mcf Look for the folders relating to the missing project, in the example ‘wedding’, and write down where they are all stored If you can see one of the files in a different place to the others, right click on it, then copy Then go to where it should be saved with the others, then right click and paste it All 3 files should now be together Finally to get the work back, double click on the file named ‘wedding.mcf’ and it will now load.
How do I use a voucher code?
Simply enter the voucher code into the voucher entry box presented to you during the checkout of your order, when ordering via the website or through the desktop software.
Why can I not download the software?
If you cannot download the software we advise that you check you meet the necessary system requirements.
Please see information below:
Windows Requirements
- Operating System: Windows 10 or higher
- Processor: 1.4 Ghz or higher (64bit)
- Memory: 2GB RAM
- Available storage: Minimum 5 GB (recommended)
- Minimum Screen Resolution: 1280 x 1024
Mac Requirements
- Operating System: Version 10.13 or newer (64bit)
- Processor: 1.4 Ghz
- Memory: 4GB RAM
- Available storage: Minimum 5 GB (recommended) Please also check if you have any popup blockers installed on your system as this can often prevent the software from being downloaded.
Please ensure you stay connected to the Internet for the whole download process as the software can download in parts and may need to reconnect. Please also check your antivirus software and add trusted URL. Most firewall programs should either have the option to set an exception for trusted URLs (in this case http://orderport01.photoprintit.de ) or to allow the installer to communicate through the firewall.
How long will my order take?
Production times vary by product. Once produced, all orders are sent via first class Royal Mail or similar specialist courier. If the order is undeliverable a card will be left and the parcel taken to your local sorting office. The parcel will be returned to us if not collected after a specified time. Please ensure that the address you enter is correct and if it’s a large parcel that someone will be available on receipt of this.
Delivery
How long will my order take?
Production times vary by product. Once produced, all orders are sent via first class Royal Mail or similar specialist courier. You can find more information on production and delivery times on our delivery order page. If the order is undeliverable a card will be left and the parcel taken to your local sorting office. The parcel will be returned to us if not collected after a specified time. Please ensure that the address you enter is correct and if it’s a large parcel that someone will be available on receipt of this.
How long will my order take?
Production times vary by product. Once produced, all orders are sent via first class Royal Mail or similar specialist courier. You can find more information on production and delivery times on our delivery page.
Can I make any changes to an order once the order has been placed?
Sadly we are unable to change any order as this is an automated service. Orders are created as read only files to protect them from manual intervention and to ensure the data and files are kept secure.
How do I track my order?
Use our order status page to track your order. Alternatively please log in to the website with your email address and password, then click on “order tracking”. If you would like more information on your order please contact us.
How do I track my order?
Use our order status page to track your order. Alternatively please log in to the website with your email address and password, then click on “order tracking”. If you would like more information on your order please contact us.
Why are my pictures not exactly 6x4 inches?
Traditional analogue film has an aspect ratio of 2:3 which produces 6×4″ images. Your digital camera saves your images with an aspect ratio of 3:4. This means the image is saved at a size that may not fit exactly into standard print formats e.g. 6×4″ and 7×5″.
If you choose ‘Variable Length’ your digital images will be printed in the aspect ratio you photographed them at. This ensures that you receive your full images without them being cropped or given a white border. If you order 6×4″ ‘Variable Length’ prints your photographs may vary slightly in size as we print and cut each image to fit the aspect ratio of your image perfectly. If you wish to have an exact print size then please order via our website, or if you’re using the desktop software, select ‘Classic Size’ from the top menu bar within the print ordering screen. If you have further questions on this topic, please
Do you offer presentation boxes?
We do offer presentation boxes with certain photo books when ordering through our software. You can add a presentation box to all Large Portrait, Large Landscape, XL or XXL Hardcover CEWE PHOTOBOOK. We do not offer these with XXL linen or faux leather CEWE PHOTOBOOK. You will be given the option to add this at the checkout if it is available and it cannot be added retrospectively.
Payment
How can I pay?
Payment can be made in various ways. You can pay via Bancontact, Paypall, Maestro, Sofort, Visa, MasterCard or American Express. Prefer to pay by bank transfer? That is also possible, you will receive an e-mail from us a few days after your order with the invoice on which you will find the payment details. Furthermore, if you log in to your account, you can find all your orders and the corresponding invoices (via the PDF icon) under 'My orders'.
How can I request an invoice of my order?
If you choose to pay afterwards, you will receive an order confirmation with your order. After a few days, you will receive an e-mail from us with the invoice, on which you will find the payment details. If you need an official invoice with VAT number, you can choose a business address in your account on our website under "My address details" as billing address. Here you have the option of entering your VAT number.
At the moment we do not sell gift vouchers in our webshop.
Your invoice will be sent to you via e-mail as soon as your order is ready and shipped. If you have not received it in your mailbox, login to your account and under "My orders" you can see all the orders you have placed. To the far right of each order number you will see a red arrow symbol, to open and download the invoice belonging to this order.
To which account number should I transfer my payment?
You can find the account number and details at the bottom of the invoice you received by extra mail after your order. You can transfer the outstanding amount to our IBAN: BE33 3101 6980 4246. When paying, please mention your customer and order number under 'description'.
Do you have any questions? You can reach us by phone from Monday to Friday from 9 a.m. to 9 p.m.. On Saturday and Sunday you can reach us from 10:00 am to 6:00 pm.
Do you also have gift vouchers?
At the moment we do not sell gift vouchers in our webshop.
CEWE PHOTOBOOKS
What is the maximum number of pages in my photobook?
The maximum number of pages depends on the type of book, the maximum is from 50 to a maximum of 202 pages per book.
I want to change the paper type, how do I do this?
When you have software open in front of you with the project open, on the right hand side above the “add to basket” button there will be a dark grey button with the breakdown of your CEWE PHOTOBOOK. Select this and a pop up will appear, this will give you the option to change things like the cover type, paper type and the page number. Select the drop down on the paper type and select the new paper you wish to change to. In this section you will be able to change the page number, and cover type too.
How can I add or remove pages?
You can adjust the number of pages of your CEWE PHOTOBOOK at any time by clicking the "+" or the "-" at the last page of the photo book, at the bottom of the editor bar. Depending on the type of book, this is from a minimum of 26 to a maximum of 202 pages. You can add or remove pages per 4, with a minimum of 26 pages. The total number of pages is displayed in the bottom left-hand corner of the editor. In this field, you can change the size of your photo book at any time via a drop-down menu.
If you want to delete a page halfway through, please note the following: the layout is always per 2 pages. You will then have to empty a double page (left and right). Drag this empty double page to the last page of your photo book, where you can delete it if necessary.
How can I add a video to my photobook?
Drag and drop the video into your CEWE PHOTOBOOK, just like you do with photos. Choose from 2 options:
- a. Add just the title of your video
- b. Add a photo filmstrip with images from your video
Place the QR code wherever you want in your book. Scan the code with your smartphone or tablet and watch the video. For this you need a QR-code reader App. You can install this for free on your device via the App Store or Google Play Store.
How do I move pages in my photobook?
You can move your pages in the page overview at the bottom of the editor. This allows you to move new blank pages, which are automatically added at the back, to a desired location.
Photos
Why are my pictures not exactly 6x4 inches?
Traditional analogue film has an aspect ratio of 2:3 which produces 6×4″ images. Your digital camera saves your images with an aspect ratio of 3:4. This means the image is saved at a size that may not fit exactly into standard print formats e.g. 6×4″ and 7×5″. If you choose ‘Variable Length’ your digital images will be printed in the aspect ratio you photographed them at. This ensures that you receive your full images without them being cropped or given a white border. If you order 6×4″ ‘Variable Length’ prints your photographs may vary slightly in size as we print and cut each image to fit the aspect ratio of your image perfectly. If you wish to have an exact print size then please order via our website, or if you’re using the desktop software, select ‘Classic Size’ from the top menu bar within the print ordering screen. If you have further questions on this topic, please contact us.
The page sticks when I want to enlarge the photo. What now?
Then refresh the web page by using the key combination Ctrl-R (Windows) or Command-R (Mac) or pressing the 'Refresh' button of your internet browser. Then try again.
I need to order a large amount of prints, should I use the website or software?
We advise if ordering over 80 images to use our creator software as the images will upload faster and you will avoid your connection timing out and dropping the order before it is completed.
Can I print panorama photos or photos with different aspect ratios?
Your photos will be printed according to the aspect ratio of the original file, but it is best to take into account the maximum aspect ratio per format. You can print panorama photos up to a maximum aspect ratio of 9:16 for the 9 series (shortest side is 9 cm) and the 10 series (shortest side is 10 cm wide). For the other print formats, the maximum aspect ratio is 3:5.
What paper do you use for photo prints?
We use high quality Fuji Crystal Archive paper. This paper is tailored perfectly for digital images and guarantees excellent results every time. If you have further questions on this topic, please contact us.
How can I have 1 photo printed on multiple formats?
Choose the photo you want to print in multiple sizes and upload it. You can then adjust the print size of the uploaded photo to the 1st size you want, e.g. the 10 series. Then click on the text "Duplicate" below the photo, you can then use the photo again. You can resize this second photo by clicking 'Edit'. You can also easily delete a photo from the editor by clicking on the bin at the top left of the photo.
After reception
What should I do if my order arrives and it is has been damaged in the post?
If your order arrives and it is in a less than perfect condition, then we would ask that you take an image of the damage and email this to us. Please ensure the image you send is no larger than 10mb, as this is the limit on our server. Please could you also include your order number in the email along with a brief explanation of the damage. Once we have received your email we will reply back to you as soon as possible and let you know what happens next.
What if I am not happy and feel that there is a quality problem?
You are welcome to return the order to us. Please contact Customer Care for details of our free, quick and easy returns process. We can be reached by phone from Monday to Friday from 9:00 a.m. to 9:00 p.m. On Saturday and Sunday, you can reach us from 10:00 am to 6:00 pm. You can also send us an e-mail at foto@cewe.lu . Please include your customer and order number.
Other questions
What colour space do you use?
A colour space is a set of colours that can be displayed by an image giving media. Depending on your software settings and the hardware that you are using colour spaces can vary. The colours used by most digital cameras are adjusted to the sRGB colour space, because this is the colour space that has established itself as the worldwide standard for screen display.
To meet the requirements of as many customers as possible, we base our automatic workflow on sRGB colours that are then converted to the outputting systems with the help of ICC profiles. For digital printing processes we convert the sRGB colours to the CMYK colour space shortly before printing. All CEWE Creator software versions 4.6.1 or newer allow for embedded RGB-ICC Profiles. Images in AdobeRGB, ECI-RGB or ProPhotoRGB colour space will be interpreted correctly in these software versions.
If you send us your images in any other colour space, we suggest you take the following steps to ensure the optimal colour results: Convert your images to sRGB (e.g. in Adobe Photoshop go to “Edit” and then “Convert to Profile”). Afterwards please integrate your images into the layout of your CEWE product. Colours can vary even if a professional colour management is in place, because differences between the monitor colour space which is a luminous media and the output colour space which is a reflecting media can’t be avoided 100%. Other factors such as the light situation of the environment are also influencing the vision.
What file type should I use?
You can use images saved in all established formats (BMP, JPEG, TIFF, PNG), however TIFF files with LZW-compression cannot be used. We recommend saving your files as JPEGS to avoid complications. Please use the RGB or sRGB colour format to ensure that the colours will remain as close to your digital photograph as possible. If your photographs are in the CMYK mode, please convert them to RGB.