Mynuphoto

FAQ

• Uploading photos
  • Which photo file formats can I upload?

    You can upload JPEG, TIFF and most Raw file formats.

  • My photo won't upload, what shall I do?

    Please contact us and we will advise. State the file type (JPEG, NEF, etc.) and the size of the file you are trying to upload.

  • How long does it take for my photos to upload?

    Your own internet connection and the size of the file determines the upload speed. Please be patient, uploading will take a few minutes for larger files.

  • How do I know when I can move on to step 02 'print options'?

    You may progress to step '02 Print Options' once all your photos have uploaded. Please see the status indicators on the upload page.

  • Is there a maximum file size that I can upload?

    All photos must be under 30 MB. Be aware that larger file sizes do take time to upload. Please be patient.

  • Should I size my photo before I upload it?

    This is not necessary. However, please remember that larger file sizes do take time to upload. If you upload a very large file and only require an A4 print, then the upload time will be longer than necessary.

  • What sizes should I make my photos for upload?

    If you are sizing your own photo: A5 = 1400×1980px; A4 = 1980×2810px; A3 = 2810×3970px; A2 = 3970×5610px. Since we offer a free upsizing service to the next print size, the minimum size to upload would be 1400×1400px. When upsized, this would produce a square photo printed on A4 paper.

  • What is the minimum photo size that I can upload?

    The minimum photo size is 1400×1400px. When upsized at 2X, this would provide a square print on A4 paper (see photo sizes and upsizing).

• File formats
  • Which photo file formats can I upload?

    You can upload JPEGs, TIFFs and most Raw file formats.

  • What is a JPEG?

    JPEG stands for Joint Photographers Expert Group. Your final prints will always be made from JPEGs as this file type has become an industry standard. If you are preparing your own photos, please save and upload them in JPEG format.

  • What is a Raw file?

    A Raw file is an unprocessed file and contains the original data captured of the photo. Please be aware that Raw file extensions (NEF, CR2, IIQ, etc.) vary according to different camera manufacturers. We accept most Raw camera formats.

  • What is a TIFF file?

    TIFF stands for Tagged Image File Format. Although this format is still used, it is less commonly used today.

  • When should I upload a JPEG?

    JPEG is the most common photo file format and will be uploaded by most users.

  • What option should I select when uploading a JPEG?

    At the '02 print options' page of the wizard you should select 'Balance my image before printing', unless you have correctly prepared and balanced your photo yourself.

  • If I have prepared my photo myself, what file format should this be?

    Self-prepared and balanced photos should be saved and uploaded as JPEGs.

  • What option should I select for my self-prepared JPEGs?

    At the '02 print options' page of the wizard, select 'Print exactly as it is, I have balanced my image'.

  • When should I upload a Raw file?

    Upload a Raw file if you would like us to try to preserve as much detail in your print as possible including details in the highlight and shadow areas.

  • When shouldn't I upload a Raw file format?

    Self-balanced photos should not be uploaded in a Raw file format.

  • If I upload a Raw file, what options should I select?

    At the '02 print options' page of the wizard, select 'Balance my image before printing'.

• Photo sizes and upsizing
  • What size can I print my photo?

    Your print size is determined by the dimensions of your photo in pixels, rather than the MB size of your file: A5 = 1400×1980px; A4 = 1980×2810px; A3 = 2810×3970px; A2 = 3970×5610px. As we offer a free upsizing service to the next print size, the minimum size to upload would be 1400×1400px. When upsized, this would produce a square photo printed on A4 paper.

  • What does upsizing my photo mean?

    Upsizing is a process of increasing the pixels in your photo allowing you to make a larger print.

  • By how much can you upsize my photo?

    We will only upsize your photo to the next print size and to a maximum of 2X. As an example; if your photo currently meets A4 printing requirements we will offer to upsize it to A3, if you would like to make an A3 print.

  • When should I not upsize my photo?

    Do not upsize your photo unless you wish to make a larger print. Photos that have already been upsized, heavily retouched, or poor quality are also not suitable for this service.

  • When should I upsize my photo?

    Only upsize your photo if you wish to make a larger print.

  • Does upsizing affect the quality of my photo?

    Enlarging a photo will always have some affect on the quality. It is a case of controlling and keeping any change to an absolute minimum. We use only the most sophisticated methods for this process, allowing us to enlarge photos whilst maintaining as much quality and detail as possible.

  • How do I request for my photo to be upsized?

    At question (a) of the print options page, select 'Upsize my image allowing me to print up to…'.

• Balancing and the layout of your photos
  • What does 'Balance my image before printing' mean?

    Balancing your image means correctly adjusting colour, contrast and sharpening in preparation for print. This is highly recommended, as you must have a correctly profiled screen if you are trying to balance your own photos.

  • Do I need to balance and prepare my own photos?

    No, we are happy to balance and prepare your photos for you.

  • How do I request that you balance my photo?

    Select 'Balance my image before printing' at step (b) of the print options page.

  • Do I pay extra for you to balance my photos?

    There is no extra charge for the balancing of your photos.

  • What does layout of my photo mean?

    Layout means how your photo will fit on to the paper. Be aware that the aspect ratio of the paper may differ from that of your photo. If you would like the photo to fit with neat 5mm white borders all around, you should crop your photo to the same aspect ratio as the paper before uploading.

  • Do I need to layout my own photo?

    This is only required if you are concerned about the sizes of the white borders being even. Alternatively, we will layout your photo as indicated in 'How will you layout my photo?'.

  • How will you layout my photo?

    We will never crop or change the aspect ratio of the photo you upload. We will layout your whole photo on the paper at the largest possible size for the paper. All sides of the photo will have at least a 5mm white border. If the aspect ratio of your photo is different from the paper, there will be a larger white border either at the top and bottom, or on the right- and left-hand sides.

  • Do you ever crop, distort or change my photo at all?

    We will never crop, stretch or distort your photo.

  • What if I have balanced my photo and want it printed exactly as it is?

    At step (b) on the '02 print options' page of the wizard you should select 'Print exactly as it is, I have prepared my image'. Please ensure that you fully understand colour management and have a correctly profiled screen when you correct your photo.

  • Is photo retouching different from balancing my photo for print?

    Yes, photo retouching is a process that changes a part of the image independently of everything else. This could include changing the colour of something, or removing or adding something to the photo. Even removing dust or spotting is considered retouching. Retouching is not included in this process. Mynuphoto will be launching a retouching service soon.

  • Do you offer a retouching service?

    We will be launching a retouching service soon. Currently, if you would like your photo retouched, please contact us and we would be happy to quote for this.

• Papers and prints
  • What is the quality of the prints?

    Our prints are made to extremely high standard. We use only the most advanced techniques and our papers are all carefully selected and tested. Our papers include quality fine art papers, fibre based papers and the highest quality resin coated papers. The printing profiles we apply to the papers are also the very best profiles available.

  • What types of paper do you offer?

    The papers we print on include quality fine-art papers and the highest quality resin-coated papers.

  • How do you choose the papers you offer?

    We only choose papers that we consider to be the highest quality and we add new papers all the time. We are continually testing papers and try to provide variety in the selection that we offer.

  • How are the papers handled?

    Some papers are more durable or fragile than others and all our papers are handled with absolute care and precision. Each order is carefully prepared and packaged for delivery.

  • What paper sizes do you print on?

    We print on A4, A3 and A2. Please be aware that a 5mm white border is always added to your prints.

  • What are the prices for the prints?

    Prices start from £10 or $20 (AUD) for A4 prints. In most cases, our prices are: A4 = £10 or $20 : A3 = £16 or $32 : A2 = £24 or $48. Some prices may vary according to the cost for us to purchase specific papers.

  • Where can I see a list of your papers?

    See papers and costs.

  • Do you supply notes or recommendations for the papers?

    Yes, we provide a guide indicating the types of photos we recommend for each paper. See papers and costs.

• Your user account
  • How do I create a user account?

    There are two ways to create a user account.

    1. Click the signup link located at the top or bottom of any page and follow the simple steps.
    2. You can set up a user account immediately after checkout and your order will be added to the account.

  • Why should I create a user account?

    Features in your user account include: management and tracking of your orders; order history; storing of multiple addresses for faster checkout; storing and management of your photos; the balanced photo used for printing will also be uploaded back to you via your user account.

  • How do I edit personal details in my user account?

    By clicking on the edit button on the far right of the user account. You can edit your name, email or password details here.

  • What if I have forgotten my password?

    Click the forgotten password link on the login page and you will be taken through the steps to reset your password.

  • Do you store my credit-card details?

    We never store your credit-card details. We use Stripe as our payment gateway and we are PCI compliant.

  • Can I store my addresses?

    Yes, you can store as many addresses as you wish inside your user account.

  • How does my address book work?

    If you send an order to any name and address, it will automatically be saved into your address book. This is the only way to add an address. If you are logged in and checking out, your previous addresses will be displayed in the form of a list, allowing you to select where to send your current order to. You may also create a new address at this stage. To view or delete addresses, simply go to the 'Addresses' tab in your user account.

  • How do I add a new address to my address book?

    If you send an order to any name and address it will automatically be saved into your address book. This is the only way to add an address.

  • How do I view or delete an address?

    To view or delete addresses, simply go to the 'Addresses' tab in your user account.

  • Can I send photos to family and friends with different addresses?

    Yes, you can send photos to any name and address by clicking 'New address' at the checkout stage. These details will then be added to your address book for future use.

  • Should I login to my user account before I start my order?

    You can login to your user account at any stage during the order process.

  • Why should I login when ordering my prints?

    There are several reasons why logging in is a good idea.

    1. Logging in will speed up the checkout process, enabling you to select previously used addresses.
    2. Your new order will be stored and trackable inside your user account.
    3. The file used for printing will also be uploaded back to you via your user account.

  • Can I view the photos that I have sent through to be printed?

    All your photos are stored and can be viewed in the 'uploaded images' section of your user account.

  • Where can I find my printed file?

    Your printed file is uploaded to the 'printed images' section of the user account.

  • When is my printed file uploaded to my account?

    Your printed file will be uploaded to your user account after you have received your prints.

  • Can I download or delete my printed file?

    Yes, you can download or delete the file from your user account.

  • Can I track my order in my user account?

    Yes, order tracking is available inside your user account.

• Orders
  • How long does my order take?

    We will dispatch your prints within four business days and delivery time depends on your area. The status of your order can be tracked inside your user account.

  • When do you dispatch my order?

    Your order will be dispatched within four business days of being placed.

  • Do you offer an express service?

    Currently we do not offer an express service. Orders are dispatched as quickly as possible and timings largely depend on the size of the order and the production cycle at the time.

  • Is there a maximum order size?

    There is no maximum order size. However, the maximum order size we can guarantee being dispatched within four business days is 20 prints.

  • What if my order exceeds 20 prints?

    We will contact you regarding an expected dispatch date for your order.

  • If I change my mind, can I cancel my order?

    You may cancel your order, providing it has not been processed. If you wish to cancel your order before processing, contact us immediately, quoting the order reference number. Once the order has been processed, we are unfortunately unable to issue a refund.

• Payment
  • What credit cards do you accept?

    We accept all major credit cards.

  • Do you store my credit-card details?

    We never store your credit-card details. We use Stripe as our payment gateway and we are PCI compliant.

  • What currency is charged on my credit card?

    Your credit card will be charged in UK £ or AUD $ dependant on the currency selected.

  • What currencies do you accept?

    All prices are displayed and charged in GBP £ or AUD $.

  • Is VAT and GST included in the prices displayed?

    Currently we do not charge VAT or GST on photo orders.

• Shipping and delivery
  • Which countries do you deliver to?

    We currently deliver to the UK and Australia.

  • How do you deliver my prints?

    Your prints are carefully packaged by us and dispatched to you via Royal mail or Australia post.

  • When will I receive my order?

    Your orders will be dispatched within four business days of receipt of order. The delivery time is determined by Royal Mail or Australia Post and delivery time may be dependant on your exact location. Your order can be tracked inside your user account.

  • What if my order exceeds 20 prints?

    We will contact you regarding an expected dispatch date for your order.

  • How do I track my order?

    Your order can be tracked inside your user account.

  • What happens to the photo files that are used to make my prints?

    The photo files used for printing are uploaded to your user account. These files will be available for you to download after you receive your prints.

• Cancellations and returns
  • Can I cancel my order?

    You may cancel your order at any time, providing it has not been processed. If you wish to cancel your order before processing, contact us immediately, quoting the order reference number. Once the order has been processed, we are unfortunately unable to issue a refund.

  • Can I return my print for a refund?

    Unfortunately, we do not refund once the print is made. Due to the time and costs associated with creating the prints, we are unable to offer a return and refund service. This policy enables us to keep our purchase prices as low as possible for you.

  • What if my print is damaged on receipt?

    In the unlikely event that your print is damaged on receipt, please return the print and we will replace it. Please note that we do not issue a monetary refund against damaged prints.