Store > FAQ

Frequently asked questions

 

1. How do I upload my products

Simply upload your photos online into the editor. You can check out our blog or YouTube channel for more tutorials, and leave us feedback so that we can create more content to help you. Please take note that our editors function best on desktops due to the nature of our products.

 

2. Can I convert a product I have designed from one product family to another product family? (Eg. FotoStory to FotoJournal, Canvas to Acrylic, etc.)

Presently the conversion from one product family to another product family is not possible. If you wish to have a different product with the same design, you will need to design it again as a new project by selecting your newly chosen product type.

 

3. What if I want to order a print size that is not available on the website?

Please leave us a message and leave details on the specific product that you are looking for. Our customer support specialist will contact you directly

 

 

 

 

1. How will I know when my order is ready?

We will send out an email/sms once your order is ready. 

Self-collected photo prints (up to size 10" x 15") will be ready in approximately 4 hours, subjected to store operating hours.

Any orders with photo prints and other items will require time for production, and we will fulfil them within 4-7 days. The same goes for any items that opt for delivery.

To expedite your order, please contact us and we will let you know of the cost of our express surcharge.

 

FotoHub shipping and self collection details 

 

 

2. If I make a mistake in my order, can I cancel it?

Once you have confirmed and submitted your order, you are unable to cancel it due to the custom nature of our products.

If there are any errors, please contact us ASAP so that we can attempt to rectify them before production.

 

3. I forgot to apply the discount code.

Unfortunately, we are unable to do anything. Please make sure that you double-check your order before submitting

 

4. I forgot to apply my prepaid voucher.

If you forget to apply your prepaid voucher, please reach out to our customer support so that we can aid you. Do take note that admin and processing fees will apply. 

 

5. If I do not like the product I received, can I get a refund?

We do not give refunds due to the custom nature of our products. For any amendments, please contact us ASAP. 

For defects, please read our return policy here,

 

 

 

1. What delivery options does FotoHub offer?

Orders can be shipped to your home for a flat rate of $5.99. Depending on the parcel size, items may be delivered to either your doorstop or letterbox. 

Self-collection is complimentary at any of our  outlets located islandwide

 

2. How long does it take for me to receive my product after submitting it?

Standard photo prints (up to size 10"x15") can be collected within 4 hours if you opt for self-collection.

Any other orders (including print orders combined with other products) take about 4-7 working days to be delivered/self-collection.

During the peak, festive, and holiday seasons, the delivery may be towards the higher end of the estimated time range.

For expedited orders, please contact us for rates.

 

3. How do I ship my order to multiple addresses?

For orders with multiple recipients at different addresses, you are required to place a separate order for each of the different shipping destinations.

 

 

 

 

1. How will I receive the voucher?

Your vouchers will be sent to you by email. 

 

2. Where can I check the voucher I purchased?

You can check in on all current vouchers in your FotoHub account. Go to your profile (top right corner of the webpage) and click on vouchers. There, you will be able to access the voucher code, the discount available as well as the expiry date. If you purchased the gift voucher for your friend, please take note that they would not be able to access this information

 where to find vouchers

3. How do I use the voucher?

After you have added all your products, go to your cart summary to verify the items in your cart. If they are all correct, you can proceed to input the discount code before checking out.

 where to input gift voucher code

4. How long is my voucher valid for?

Our vouchers are valid for 6 months. Do take note of the expiry date as there are strictly no extensions. The expiry can also be viewed in your account.

 

5. What can I use the voucher for?

Gift vouchers applies to all products on our eshop, including merchandise. This gift voucher can also be used with current promotions.

Prepaid vouchers can only be used for the specified product.

 

6. Do I get a refund if I spend less than the voucher amount?

Unfortunately, no. Each voucher has to be fully redeemed in one cart and the remaining balance will not be refunded.

 

7. What happens if I forget to apply my voucher

If you forget to apply your prepaid voucher, please reach out to our customer support so that we can aid you. Do take note that admin and processing fees will apply. This does not apply for discount codes.