FAQ

Q: What's the best resolution for my photos to ensure beautiful prints?
A: That's a great question! For prints you'll love, we recommend aiming for our "Optimal Resolution." Here’s a handy guide to help you out.

Q: What kind of files can I upload?
A: We accept JPG (RGB) files. To keep things running smoothly, please ensure each file is under 16MB and doesn't exceed 8000x8000 pixels.

Q: Do I have to order a lot of photos?
A: Not at all! You can order as few as you like. Please note a minimum charge of HK$20.00 applies to each order.

Q: How can I control how my photo is cropped and colored?
A: We want you to be happy with the final result! When you order, you can choose:

• Fill-In: Your image fills the whole print, which might trim the edges.
• Fit-In: We print your entire image, which could leave white borders on the sides.
• Direct Out: We print your file exactly as-is, with no adjustments. (Heads-up: colors on screen can sometimes look different when printed!).

Need a visual? Check out our cropping guide here: https://apps.fotomax.com/api/v1/cms/files/about-us/cropping.jpg

Q: How much does it cost to print my photos?
A: Here’s our clear and simple pricing. Remember, the HK$20.00 minimum charge applies.

Q: What's the easiest way to get my photos to you?
A: Super easy! Upload directly from your computer or phone, or grab them right from your favorite cloud services like Google Photos, Google Drive, uHub Plus, or Dropbox.

Q: Are there any other things I should know?
A: Just a few quick notes to make everything go smoothly:

• Square Photos: Please select “Fotogram” option when you place your order.
• Uploading Lots of Photos? You can upload up to 300 images in one go.
• File Handling: We do a light compression on files to speed up processing, but don't worry – it won't affect your print quality.

Q: Which file types can I use for document printing?
A: We support all the common ones: PDF, DOC, DOCX, PPT, and PPTX.

Q: What are your prices for document printing?
A: Our pricing is per page. If you want to print multiple pages on one sheet, a small surcharge applies.

Need to fit multiple pages on one sheet? Here's the surcharge:

Q: How do I upload my documents?
A: Simply upload directly from your device or pull them from Google Drive or uHub Plus.

Q: What kind of DIY products can I create?
A: So many ways to get creative! We offer a wonderful variety of DIY gifts and products, including photobooks, calendars, wall décor, greeting cards, heartwarming stamps, posters, drinkware, stickers, homeware, stationery and more. Hop over to our online store to see all the possibilities!

Q: What do I need to use the DIY editor?
A: For the best designing experience, we recommend:

• On a Desktop: The latest version of Chrome or Firefox.
• On a Mobile Device: The latest Chrome (Android) or Safari (iOS). Just a tip, in-app browsers (like those inside Facebook) don’t work well with our editor.

Q: Can I save a project and finish it later?
A: Of course! As a registered member, you can save your designs to “My Projects” in your account and come back to them anytime.

Q: Can I reorder a design I’ve made before?
A: Yes, and it’s easy! Members can reorder any past project from the “My Projects” section in “My Account.”

Q: Can you adjust the colors or brightness of my images for me?
A: To make sure you have full control, we don’t make any adjustments to your images. We recommend tweaking your photos to perfection using your favorite editing software before uploading them.

Q: What’s the best image format for DIY products?
A: We get the best results with JPG (sRGB) files.

Q: Can I use my own designs and graphics?
A: Absolutely, on most products! The only exception is for licensed characters (like popular cartoons); for those, you’ll need to have the rights to use the image.

Q: How can I pay for my order?
A: We make it easy! We accept Visa, MasterCard, American Express, Octopus, PayMe, Alipay (China), and AlipayHK. All transactions are in Hong Kong Dollars (HKD).

Q: Is my payment information safe?
A: Your security is our top priority. When you pay, you’re redirected to our secure payment partner who uses the strongest encryption available. Rest assured, we never store your full credit card details on our servers.

A quick note for our international customers: Unfortunately, we are unable to accept online payments from some regions, including Bulgaria, Cameroon, Egypt, Ghana, Indonesia, and others.

Q: I don’t have a credit card. Can I still shop online?
A: You sure can! Simply choose the “In-store Payment” option at checkout. We’ll send you an official e-notification, and you’ll have 48 hours (even on holidays) to pop into your selected store to pay. Your order will be processed once payment is received.

Please note: This option isn’t available for all products and can’t be used with bonus points.

Q: Can I use multiple promotions together?
A: We wish you could, but our promotions can’t be combined with each other, with in-store offers, or with gift vouchers.

Q: Can I use my bonus points or e-vouchers online?
A: Yes! It’s a great way to save. Just make sure you’re logged into your member account at checkout, and you’ll see the option to apply them. 

Q: Is it free to join?
A: Yes! Becoming a basic Fotomax member is completely free. Want even more perks? You can upgrade to Fotomax PLUS for an annual fee of HK$100.

Q: What are the benefits of being a member?
A: We have two tiers full of wonderful privileges! Check out all the details here: https://www.fotomax.com/en-us/content/my-fotomax

Q: How do I upgrade to Fotomax PLUS?
A: Easy! Log into your account, go to “Membership,” click “Upgrade Membership,” and complete the payment. Your welcome benefits will land in “My Vouchers & Coupons” within 5-10 minutes.

Q: How long does my Fotomax PLUS membership last?
A: Your PLUS membership is valid for a full year from the day you sign up.

Q: I have e-vouchers from my PLUS membership. How do I use them?
A: Fantastic! Here’s what you need to know:

• Use them before they expire.
• They are for purchases only and can’t be exchanged for cash.
• We can’t reissue them if they’re lost.
• Fotomax reserves the right to manage the scheme and its terms.

We hope you enjoy using them!

Q: How do I earn and use bonus points?
A: We love rewarding you! As a member, you earn points on almost everything you buy:

• Earn: 5 points for every HK$1 spent on printing services and DIY products, and 1 point for every HK$1 on other merchandise.

Then, use your points like cash at checkout!

• Use: 250 points = HK$1 discount.

For full details, visit: https://www.fotomax.com/en-us/content/my-fotomax

Q: Do my bonus points expire?
A: Yes, they do. Bonus points expire on 31 March and 30 September of each year. All points will expire and be deleted after 11pm on those dates. (Points earned from 1 April to 30 September expire on 31 March of the next year; points earned from 1 October to 31 March expire on 30 September of the next year).   Be sure to use them before then!

Q: When will my photos be ready for pickup?
A: Here’s our standard timeline to help you plan (matte finishes take one extra day):

Q: I need my photos in a hurry! What are my options?
A: We offer a super-speedy Same-Day Pickup Service! After you pay, your order can be ready for pickup in as little as 2 hours.

Check out the "Same-Day Pickup" column in our photo pricing table (Section 1) for costs.

Q: How fast is document printing?
A: Very fast! Order by 4:00 PM and your documents will be ready for pickup just two hours later. Order after 4:00 PM, and they'll be ready two hours after the store opens the next day.

Q: What about the timing for DIY gifts?
A: Since these are made just for you, production times vary. The earliest possible pickup or shipping date will be clearly shown in your "Shopping Cart" before you pay.

Q: What do I need to bring when I collect my order?
A: Just show the QR code from your e-receipt (on your phone or printed) to our friendly store staff.

Q: Can a friend or family member pick up my order for me?
A: Definitely! You can either add their name as the pickup person during checkout, or simply forward them your e-receipt.

Q: Can I change my pickup location after I've ordered?
A: We're unable to change the pickup store once your order is placed, as we send it there immediately to start working on it. Please double-check your selection before confirming your order.

Q: How long will you hold my order for me?
A: We'll keep your order safe for 3 months from the day it's ready. Unfortunately, we may have to dispose of uncollected orders after that time.

Q: Do you ship outside of Hong Kong?
A: Yes, we ship around the world! We offer several options like International Postal Delivery and Registered Mail. (We can't deliver to places where Hongkong Post services are unavailable). For issues with SF Locker deliveries, please contact SF Express directly at +852 2730 0273.

• The earliest you can pick up is 2 hours after the store opens.
• You need to order at least 2.5 hours before the store closes.
• We'll show you which stores offer this service when you check out.

Q: How much does shipping cost?
A: It's simple!

• In-Store Pickup: Always FREE!
• Delivery to You: The cost is automatically calculated at checkout based on your order's size and your location.
• Want Free Shipping? You're in luck!
  • Get free Local Smart Locker delivery on photo/document orders of HK$150 or more.
  • Get free Local delivery on all orders of HK$300 or more.

Q: What is the Total Satisfaction Guarantee?
A: We stand behind the quality of our photo prints. If you aren't 100% happy with your photos for any reason, just bring them back to us within 10 days and you can choose:

1. A Free Reprint: Bring the photos, your original files (or negatives), and the processing bag to any Fotomax store, and we'll reprint them for free.
2. Store Credit: Return the photos with the bag and your invoice to the original store, and we'll give you a "Fotomax Cash Coupon" for the amount you paid.

Q: Can I get a refund?
A: Because our products are often created specifically for you, we don't offer refunds after an order is confirmed. Our Total Satisfaction Guarantee (see Section 8) covers your photo prints.

Q: What if there's a problem with my order?
A:

• Photo Prints: Your satisfaction is guaranteed! Please see Section 8.
• Document Printing & Personalized DIY Items: Due to their custom nature, we generally can't accept returns or exchanges.
• Other Non-Personalized Items: Found a manufacturing defect? We'll happily exchange it for the same model within 10 days. Just bring the item, its original packaging, and the invoice to any store.

Please note: For printer ink or Octopus products, any exchanges need to be handled directly with their supplier.

We're always here to help. For any questions, please call our Customer Service Hotline at +852 3189 1648 during office hours or contact us online.

Welcome to Fotomax! We're so glad you're here.

Hi there, and a huge thank you for choosing Fotomax! We want your experience with us to be fantastic from start to finish. To help with that, here’s a helpful guide to our services and policies.