Ordering, payment and shipping
Do you have a question about ordering, payment or shipping? Browse the questions below.
How can I place an order?
Placing an order with Profotonet is quick and easy. Here’s a step-by-step guide:
Select your product
Browse our range of photo products and choose the one you’d like to order, such as photo books, prints or wall art.Personalise your product
Once you’ve selected a product, you can start personalising it. Upload your photos and customise the design to your liking.Add to cart
When you’re happy with your design, add the product to your shopping cart. You can add multiple items before proceeding to checkout.Checkout
Go to your shopping cart and click “Checkout”. Follow the steps to enter your delivery address and choose a payment method.Payment
Complete your payment using a secure payment method.Confirmation
After completing your payment, you’ll receive a confirmation email with all the details of your order. Keep this for your records.That’s it! Your order has been placed, and our team will start producing your high-quality photo products and deliver them as quickly as possible. If you have any questions, feel free to contact us. We’re happy to help.
What are the delivery times?
Delivery times vary by product. That’s why we’ve created a clear overview where you can find all our delivery times.
Do I have to pay for the photo book sample box?
Yes, the sample box needs to be ordered and paid for upfront. After ordering the sample box, you’ll immediately receive a €20 discount voucher, which you can use on your next photo book order to offset the cost of the sample box.
Who can I contact with questions about my order?
For any questions about your order, you can contact our customer service team.
I’ve lost my invoice. How can I request a new one?
Via the Service Centre, you can find all information about orders that are in progress or have already been shipped. You can also download a copy of your invoice and check any outstanding payments there.
Can I have my order delivered abroad?
Yes, we ship orders to Belgium, Luxembourg, Germany and France. Please check here for the shipping costs.
Can I order multiple photo books at the same time?
Yes, ordering multiple photo books at once is easy in our Album Designer and can also save on shipping costs. Follow these steps:
Step 1: Order your project and choose the option Add to cart.
Step 2: Once all your photo books are finished, go to the start screen of the Album Designer and select View cart.
Step 3: Select one of the projects and click Order.All projects with the status Ready to order will now be placed together in a single order.
How do I order a photo book?
Once you’ve finished designing your photo book and are happy with the preview exports, you’re ready to place your order. Make sure you have a stable internet connection and click the shopping cart icon in the software to open the online order form.
Automatic check
When you click Order, the software automatically checks your photo book for errors, such as missing images.Yellow warning icon
There is a photo or design element with low quality in your photo book. Choose a different image or reduce the size of the current one to ensure good print quality.Red warning icon
An element is missing. This can happen, for example, if a photo has been moved to a different location on your computer. Red warnings cannot be ignored.Shopping cart
In the next step, you can choose to add your project to the shopping cart and order multiple photo books later, or place the order immediately. If you choose Order now, you’ll be redirected to the online order form. If this is your first photo book order, you’ll first need to create a user account.Choose the finishing options
In the online order form, you select the finishing options for your photo book:Paper type
Choose from various high-quality Fujifilm paper types.Cover
Select from a wide range of cover colours and materials. If you choose a photo cover, you can decide whether it’s printed on photo paper or with a linen texture.Endpapers
Endpapers are glued to the inside of the cover and form the first and last pages of your photo book. By default, your own design is used, meaning your photo book starts immediately with your photos. If you’d like an extra page between the cover and the start of your design, you can choose the colour of the additional endpaper here.Finally, select your delivery address, billing address and shipping method, then complete your order. You’ll return to the software to upload your files. Once we’ve received your files, you’ll receive a confirmation email from us.
I haven’t received my order yet. What can I do?
You can always check the status of your order in the Service Centre. Once your package has been shipped, you’ll receive a track & trace link.
If your order has not been delivered within 5 working days after shipment, please contact our customer service team.
Where can I collect my order in person?
Would you like to collect your order in person? You can pick up your order at Rietbaan 17 in Capelle aan den IJssel. During the checkout process, select Pick up in Capelle a/d IJssel. Once you receive the shipping confirmation by email, you can collect your order right away.
It’s also possible to collect your order free of charge at one of the Kamera Express stores in the Netherlands.
Can I change my order or delivery address later?
Unfortunately, once an order has been placed it can’t be edited or changed. The only exception is a change to the delivery address, provided your order has not yet been shipped.
To request this, please contact our customer service by email or phone and always mention your order number. For logistical and production-related reasons, it’s not possible to combine different orders.
My photo is damaged. What can I do?
Even with the greatest care, something can occasionally go wrong. We kindly ask you to report any damage to us as soon as possible after discovering it. If the delivery driver is still present, please check whether the packaging is intact. If the packaging is damaged, refuse the delivery and contact our customer service immediately so we can arrange a replacement.
If you’ve already accepted the package and notice damage afterwards, please contact our customer service as well.
Please keep the original packaging in case a return is required. For fast handling, it’s very important to email our customer service clear photos showing the damage, along with your order number.
Can I cancel my order?
Once your products have been paid for, your order goes straight into production. Unfortunately, this means it’s not possible to cancel or modify your order.
I haven’t received a shipping and/or order confirmation. How is that possible?
After every order is placed, you’ll receive an order confirmation sent to the email address you provided. Once your order is ready, you’ll also be notified by email.
Haven’t received an email from us? Please check your spam folder first — our message may have ended up there. If you still can’t find it, contact our customer service team. They can check whether your order has been processed correctly.
I can’t log in. What should I do?
If you’ve ordered a photo product from us before and your login details no longer work, please keep the following in mind:
To order photo products such as photo prints, wall art (canvas, photo blocks, dibond, etc.) or photo calendars, you don’t need an account. You can place these orders at any time without logging in.
To order a photo book, you do need an account.
We also have a Service Centre where you can find information about orders you’ve already placed. Because this system is separate from the photo book software, it requires a different account.
If you’re still unable to log in, please contact our customer service team. We’ll be happy to look into it with you and help you further.
Which payment methods are available?
You can pay for your order easily and securely using the following payment options:
iDEAL (free)
With iDEAL, you can pay online safely and conveniently via your own bank.
Available for customers banking with: ABN AMRO, ASN Bank, bunq, ING, Knab, Rabobank, RegioBank, Revolut, SNS, Svenska Handelsbanken, Triodos Bank and Van Lanschot.Credit card (free)
You can also pay by credit card. Your details are entered on an SSL-secured server. We accept Mastercard, Visa, Maestro and Carte Bleue.Bancontact (free)
With Bancontact, you can pay online safely and easily via your own bank.
Available for customers of: Dexia, Fortis, ING, FINTRO, KBC, CBC, AXA Bank and VDK Spaarbank.PayPal (free)
Payment via PayPal is also possible. If you choose this option, you’ll be redirected to the PayPal website to complete your payment.Profotonet Gift Card or credit voucher
You can also pay using a Profotonet Gift Card or credit voucher. Enter the unique code at “Redeem discount code / voucher” during checkout.
If the balance is insufficient, you can pay the remaining amount using another payment method.If you don’t use the full balance of a gift card, the remaining credit stays available for future use. This does not apply to credit vouchers, which must be used in one go and cannot be combined with other Profotonet discounts or promotions.
Proof of payment and warranty
After payment, you’ll receive your invoice by email, which serves as proof of payment and warranty.What are the shipping costs?
You can find an overview of our shipping costs here.
How can I order multiple photo books at the same time (shopping cart)?
Ordering multiple photo books at once is easy and can save on shipping costs.
Step 1:
Order your project and choose Add to cart.Step 2:
Repeat step 1 until your order is complete.Step 3:
Go to the start screen of the Book Designer and select View cart.Step 4:
Select one of the projects and click Complete order at the bottom. All projects with the status Ready to order will now be placed together in one order.Not all books visible online?
This may happen if one order has already been processed online before (for example, to determine the price), meaning the order wasn’t placed all at once. In that case, cancel the order, empty the shopping cart and repeat the steps above from scratch. All projects should then appear correctly.Please note:
This option is only available in the offline software. If you created your photo book using the online designer, it’s unfortunately not possible to order multiple photo books in a single order.