FAQ - the most frequently asked questions about Pixum

• Where can I view and change my personal data and my password?

  In the top right corner of the Pixum site, you find the option to login to your account. After you have successfully logged-in, you will find the link "My account" in the blue menu bar. This will take you to your account overview with the option to view and change your personal data (including payment data). You can change your invoice- and delivery address in the shopping basket.

   

• How can I upload my photos to Pixum?

  To upload your photos, please visit the "Upload photos" area on the Pixum website by selecting the corresponding tab. Depending on your browser, the ideal upload (Flash, Java, ActiveX or HTML) will be selected on the website. If you prefer an alternative method, you can simply select one of the other links. You can also upload using our off-line client ePrint. ePrint allows you to compose your order off-line and then upload and complete your order in one step. .

  For advanced users, we additionally offer upload via FTP (also perfect for Mac and Linux users).

  Find a complete overview and detailed description under "Upload overview" in the "Upload photos" area.

   

• Where can I find information on product pricing and postage costs?

  You can find all product prices and processing costs in our price list. For the majority of products, we offer bulk prices depending on volume.

  For photo books there is a separate price list and different volume discounts, you can find it here.

   

• How to redeem a voucher?

  Clear information about how to redeem a voucher in the Pixum shop or Pixum Photo Book software can be found here and in our video area.

   

• Will my prints correspond exactly to the files I upload (prints' format, aspect ratio, paper size, manufacturing tolerance)?

  For reasons of production, it is not possible to expose your files exactly pixel-by-pixel. This is due to 3 factors:

  Photo format: According to our product description, we offer prints in e.g. 10cm format. We always print your photos according to their aspect ratio. This means that the shorter side will always correspond to the indicated size (here: 10cm); the size of the longer side is flexible and depends on the aspect ratio of your image file.

  Photos from digital cameras most often have an aspect ratio of 4:3. Printing these in 10cm format leads to an approximate print size of 10 x 13.3 cm. If the aspect ratio is 2:3, the print size will be approximately 10 x 15 cm.

  Paper sizes: The photo formats used in Europe have been rounded to full centimetre sizes. The exact sizes can be found here:

  Name	Real	max. paper size
  9cm format	8.9cm	8.9 x 13.4cm
  10cm format	10.2cm	10.2 x 15.3cm
  11cm format	11.4cm	11.4 x 17.1cm
  13cm format	12.7cm	12.7 x 19.1cm
  20cm format	20.3cm	20.3 x 30.5cm
  30cm format	30.5cm	30.5 x 45.7cm
  40x60cm format	40.6cm	40.6 x 60.9cm (fixed size)
  50x75cm format	50.8cm	50.8 x 76.2cm (fixed size)

  Manufacturing tolerance: Please note that manufacturing tolerances of up to 5 mm per side (photos) or up to 1.5cm per side (posters: 30cm / 40x60cm / 50x75cm) cannot be excluded. We therefore advise you not to add borders to your files manually and to make sure that texts or other important elements are at a safe distance from the edges as they, otherwise, could be cropped.

   

• Can I join photo books with other products in one order?

  It is unfortunately not possible to ship photo books together with other products (photos, posters, fun products), as they are made in different production processes.

   

• Which payment methods does Pixum accept?

  At the moment, Pixum offers payment only by credit card, either Visa, Master or American Express. If your Visa Electron Card has credit card functionality you can also use this to pay. For photo book orders you can also pay with your Maestro card. You can find more information here.

   

• What minimum size do my photos need to have?

  Please note all images have to be bigger than 50 kilobytes (KB) to be uploaded to Pixum. We can recommend following resolutions for an acceptable photo quality:

  Here you can find the exact sizes:

  Format	9 cm	10 cm	11 cm	13 cm	20 cm	30 cm	40x60 cm	50x75 cm
  Minimal resolution	525 Pixel (short side)	600 Pixel (short side)	675 Pixel (short side)	750 Pixel (short side)	1200 Pixel (short side)	1200 Pixel (short side)	1600x2400 Pixel	2000x3000 Pixel

  For other products you can find our recommendation for the minimal resolution in the product descriptions in our shop.

   

• Which files (format, size, colour mode etc.) can be processed at Pixum

  Our upload system supports files uploaded with a minimum size of 50 Kilobyte (KB) and a maximum file size of 50 Megabyte (MB).

  We accept files in JPG format (Colour mode Standard sRGB, 24 Bit colour depth).

   

• How long does it take until an order is delivered?

   

  The production time is usually:

  • Photo orders 9cm to 13cm: 1 working day
  • Photo orders 20cm: 2 working days
  • Posters from 30cm: 3 working days
  • Posters (premium paper): 5 working days
  • Photo Gifts/Fun products: 4 working days
  • Canvas, Aluminium and Acrylic Prints: 5 working days
  • Photo books: 3-7 working days (more information here.)

  Please allow for an additional average shipping time of 3-5 working days (photo orders within the UK: 1-3 working days).

  Express or priority delivery is currently unavailable.

  Additional information on delivery times here.

   

• Can I change my order afterwards (add or delete products or change the delivery address)?

  To ensure a short production time for your order, your order data is transferred to our laboratory and integreted into the production process immediately after you finalise your order. If you have entered an incorrect delivery address, please view this help article.

  For production reasons it is not possible to make changes or cancellations to parts of an order.

   

• Can I print my photos on mat or silk mat paper?

  Several tests confirmed Pixum´s decision to use glossy premium photo paper only.

  Here are just some of the advantages of glossy paper:

  • higher brightness
  • perfectly brilliant colours
  • better contrast

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