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Frequently Asked Questions

Services

What type of damage does the restoration services able to fix ?

Typically encountered imperfections include tears, rips, creases, missing sections, stains, spots, blotches, mould etc. Our restoration services can fix up the types of damage mentioned above and numerous others not listed. The complexity of the restoration process depends on factors such as the size and extent of damage. You can request an obligation FREE quote by sending a digital image of the photograph and we will assess if restoration is possible.

Can you restore photographs that's been torn into separate pieces ?

Providing digital images of all pieces simplifies the restoration process substantially. Do not attempt to sticky tape or join the pieces together. It is preferable that you lay the pieces disjointed and scan them as a single image. Image processing software can be used to digitally join the pieces together. It should also be noted that a photograph with pieces missing does mean it cannot be restored.

Is restoration possible with any photo ?

In almost all cases an improvement from the original is expected. However there are photographs with damage to such an extent that it is virtually impossible for them to be repaired to a reasonable level. If it is beyond our capacity to restore a damaged photo to an acceptable level, then unfortunately we have to refuse to do the job.

What I want isn't detailed in the website ?

If you require a digital photo processing service it is likely that we are able to provide it. Send us an image/s with specific details of what you require and we will let you know if it is something we are able to do.

How much does it cost to restore my photograph ?

Our pricing guide may provide you with an idea of the cost of a particular service. In Many instances it is difficult to know the complexity and difficultly of the work before to assessing the individual case. As such cost of the job won't be known until you receive our FREE no obligation quote.

Scanning

What type of scanner should I use ?

Understandably a high quality scanner is expected to produce better quality images. However, most modern scanners have the capacity to produce good quality images that are acceptable for most photo processing tasks.

What is a good quality scan ?

The quality of the scan can be determined by its resemblance to the original photograph. We regard that for photo processing especially, scans that closely the resemble originals (flaws and all) is better.

How do I obtain a good quality scan ?

Settings and features of different scanners can vary. It is beneficial to read through its help sections and manuals. An imprecise rule of thumb is that longer the scanning times produces better the quality images. It might be helpful to experiment with the settings to see what produces the best results. We recommend that you refrain from enabling feature such as 'auto dust removal'. Such tasks can be performed subsequently with photo processing software.

Ordering

What image file formats do you accept ?

We prefer "Tif or Tiff" file format because it is a flexible image format that retain image quality through multiple editing processes. We also accept file formats such as jpeg, jpg, BMP, png, etc.

Several images failed to upload while others were uploaded successfully. What could I do about it ?

Ensure that images are of an acceptable format and do not exceed 15MB. If so please repeat the process with images that failed the uploading process. We will combine all jobs (in the session) to a single quotation even if there were from different orders.

How long do I need to wait for images to be uploaded ?

Upload times depends on various factors including connection speeds and size of images. Uploading a 15MB image via standard cable connection should not exceed 5-6 minutes. If you have several images in the order the uploading times would be cumulative. Thus an order containing 5x15MB images would require some patience.

My attempts to submit the order was not successful. What can I do ?

If your images were of an acceptable format and size, the error could be associated with our internet server. In general server issues are temporary hence we urge you reattempt allowing sufficient time. If the problems persist please contact us and we will attempt to resolve the issue.

What do I do if I cannot attach my image files to one email ?

You email provider is expected to impose a limit to the size of a file/s that can be attached to an email. The limit of 25MB (used by many email providers) generally equates to an actual attachment limit of approximately 15-20MB. We recommend that total attachments should not be in excess of 15MB. If the total size of your attachments exceed our recommended limit, we suggest that you attach the excess images to another email.

Forgot to attach the image/s to the initial email. What do I do ?

You can send a follow up email with the image attachment/s. Ensure it contains your details.

My file size exceed the 15MB limit. How could I send the image file to you ?

Contact us with the details of your job requirements including file size and we will attempt make alternative arrangements for the file transfer.

Quotation

How long will it take to receive the quotation ?

Generally, it will be less than 3 business days.

What is the meaning of days to delivery in the quotation ?

Days to delivery is the number of days from the date of acceptance of the quote. You notifying us to commence working on the job is considered acceptance of the terms of the quote, as is the verification of payment for the order. E.g. If the days to delivery is 5 days and you accept quotation terms on the day it was issued you will be sent a completed product within 5 business days.

Payment

How is the payment made ?

Payment can be made via PayPal and direct deposit.

Payment using PayPal

It only takes a few minutes to setup and then you can purchase immediately through PayPal using your credit card. You can also link debit card and bank account to your PayPal account. PayPal allows you to transact online without sharing your financial information with the seller.

Disclaimer: The PayPal service is provided by PayPal Australia Pty Limited (ABN 93 111 195 389) which holds an Australian Financial Services License, number 304962. Any advice provided does not take into consideration your objectives, financial situation or needs. You should read and consider the PayPal Australia Pty Ltd Combined Financial Services Guide and Product Disclosure Statement before deciding whether to acquire the PayPal product.

Direct deposit payment

You can use your online banking facility to transfer funds from your bank account to our bank account or visit a branch of our bank and pay directly to our account. Our banking details will be provided in the quotation.

Can I pay with my credit card ?

You can make credit card payments via PayPal.

When can payments be made ?

We will provide specific information regarding payment in our quotation. We will require full payment prior to the delivery of your completed images. If the jobs are quite complex (namely extensive restoration and complex alterations) you do not need to make arrangement for payment until we send a low resolution verification copy of the completed image and you are satisfied with the results.

Delivery

How long will it take to receive the completed image/s ?

Along with our obligation FREE quotation we will provide you with an estimate delivery date.

Completed images have not been delivered. what do I do?

If you have not received the image/s within the time frame detailed in your quotation please inform us. We will immediately make alternate arrangement to deliver the image/s to you.

Other FAQ

What will you do with my images once the order is complete ?

We will retain a copy of your images for six months after the completion of the order. Should you wish to obtain copy we will delivery electronically (free of charge). If you request additional work to your images we can do so without needing to charge the full price of the job. If you don't want us to keep a copy of your files you may ask that we delete them and we shall do so.

I made a error during the ordering process. How can it be fixed?

At any stage of the ordering process if you feel that an error was made, do not hesitate to contact us. We will attempt to rectify the issue immediately.