Ordering and Payment
Our service level is to dispatch within 10 working days from upload to completion, however there is a chance that it will be completed and dispatched a bit quicker than this. We always recommend customers allow the full service level to ensure they receive their product in time though, as quicker production cannot be guaranteed. We produce all our products as quickly as we can, so unfortunately there isn't anything extra we can do to speed this up (even for a fee). To provide some additional information, there are many factors that contribute to the amount of time it takes to produce our products, so unfortunately we're unable to be more definitive about exactly how long it will take and can only provide estimates. There can be up to a dozen different machines used for a single item, and while Quality Assurance issues are rare, they do occur (just like in any production system) so we always recommend allowing the full 10 working days for the production of your order. In regards to delivery of your order, our larger albums (A4 and larger) are delivered via Courier express service, while we offer delivery via Royal Mail or TNT for our smaller items.
What measures do you use to keep my credit card details secure?
Our payments are processed via the PayPal system which uses all the latest encryption and security measures. The payment process involves the passing of an orderID to PayPal plus your payment details. Foboco cannot see this information as the connection occurs only between you and PayPal. We are simply informed by PayPal that payment was successful for a given orderID. This means that Foboco does not see and does not store any credit card information.
How do I use my promotion code?
If you've been provided a promotion or voucher code to receive a discount, it is important to ensure you do use it during the ordering process as we're unable to apply a discount once an order has been processed.
To use your voucher code, simply enter it into the 'Voucher Code' field on the 'Payment' page during the ordering process. Once you have entered the code, click 'Set'. This will apply the code to your order and will adjust the price accordingly.
It's a good idea to check the total price to ensure the discount has been applied correctly.
I've received my Photo Book and would like to order more copies, what should I do?
To re-order subsequent copies of an Photo Book, simply re-open the same project on your computer and go through the normal ordering and payment procedure again.
Unfortunately it is not currently possible to place a new order from a previous upload due to privacy and technical issues.
Can I send copies of my Photo Book to different addresses?
Unfortunately this is not possible. When you order multiple copies of an album they will all be sent to the Shipping Address which you specify during the ordering process.
Can I order multiple copies in a single order?
You can order multiple copies of the same product on a single payment.
When doing this, all copies will be sent to the shipping address which you specify during the ordering process.
However, we're unable to merge separate products onto a single payment - because they are different products, they must be ordered and paid for separately.
What happens if I'm not happy with my product?
While we do everything we can to ensure your product is of the very high standard we expect, there are rare circumstances where this doesn't occur.
If you're not happy with your product, please contact us via email and we'll do everything we can to ensure you receive a product you're happy with.
If it's the quality of the product you're not happy with, please return it to us and we'll happily provide you with a full refund.
Can I request a draft print of my project before ordering?
We understand that you'd like to see a draft of your product before you upload to ensure all your visual effects are acceptable.
We're deeply sorry but the software is currently unable to provide this service.
As always, we recommend customers should thoroughly review their project via the 'Preview' function to ensure correct and accurate production of their project.
We stand by our product and if the final product isn't up to your desired standard, you can contact us and send your product back for a full refund.
What is the process when my project is uploaded?
The order is not complete until the project has been uploaded. Once the order form is complete the editor will show the option to 'Upload Finished pages'.
The software then has 2 significant steps it completes. It needs to create the order data for your product and then upload it.
During the 'Creating the order data' step, your images will be resized to create the best sized file possible to upload, while retaining as much detail in them as possible.
This is a very CPU intensive process and on older computers it can take a long time (over 20 minutes for larger albums). On a modern mutli-core processor this can take less than 5 minutes.
The time it takes to create the order data and also upload the project is directly related to the size of your product, the number of pages and photos included, the resolution of your photos, the number of effects used, and specifically for the upload time, the speed of your internet connection.
You can click on the 'Test' button if you want the editor to check the page sizes and the internet speed to give you an indication of how long it will take to upload the project. The time will be displayed next to 'Upload Finished Pages'.
The editor will upload your project a page at a time, so if there are any interruptions to your internet connection, the editor will be able to pick up after the last successfully uploaded page after selecting 'Retry'.
Can I request quicker production of my order?
We already produce and deliver our products as quickly as we're able to and due to the automated system in place, there is no process we can throw extra resources at to speed this up.
Over 90% of orders go through our system as per a best case scenario, however there are a number of very real variables that are out of control that may affect this.
As such, we're unable to place any guarantees on our delivery period, however we will do everything reasonably within our power to ensure swift production of all our products.
Why am I having trouble uploading? What does 'Cannot Connect to Server' mean?
If you are receiving the error message 'Cannot connect to server', or your upload does not commence (or keeps restarting), then this means that you most likely have a firewall restriction that is preventing the editor from uploading your file.
If you're using a work network, most work places have network firewalls in place so we'd recommend contacting your network administrator to see if they can add an exception in the network firewall, otherwise you may need to do this from home.
To resolve this issue, you'll need to add an exception to your firewall to allow our editor to upload your project. You can do this by following the below steps:
- Go to START > Control Panel
- Click on "Security Center"
- Click on "Windows Firewall" or "Allow a Program through Windows Firewall"
- Click the "Exceptions" tab, or click the "Change Settings" option
- Highlight "Foboco" and click "OK"
This will allow the Foboco maker access to the internet.
If our editor is not showing in the drop down list, you may need to click on 'Add Program' or 'Allow Another Program' and select it from the second drop down list that comes up.
If you use a 3rd party firewall (ie. McAffe, Norton, Avast etc..), please consult their website for instructions on how to create an exception. If you're still unable to get around your firewall, please let us know and we'll try to help as best we can.
If your upload stalls part way through, or keeps stopping and starting, then it may be your firewall kicking in and blocking the upload partway through. Following the above steps should resolve this issue.
If you're uploading wirelessly, we highly recommend directly connecting your computer to your modem and trying again. A wireless internet connection works well for bursty traffic such as web browsing, however for sustained uploads such as uploading your project to our servers, wireless connections can be quite unreliable.