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Loss or damage during delivery > What should I do if my order is lost or damaged during delivery?

Orders which are lost or damaged
during delivery are fortunately a seldom occurrence.  However, this happens from time to time.  
In such cases please get in touch with our service team as soon as possible.
We will help you quickly and without hassle.  If your article has been lost or damaged during
delivery we will produce a replacement article at our expense and send it to you.  We will also
deal with any ensuing correspondence or postal inquiries.  Rest assured that we will take
care of everything. 

Delivery deadline > Can my order be delivered within a particular deadline?

Find out about the current production and delivery deadlines by visiting our website before
making your order.
In the Designer 2.0 order wizard you may also select the option “express delivery”.  
Please note however that this option only refers to delivery times and not to production times.

Complaints and defects > What should I do if I am not satisfied with my order?

If you are not satisfied with your order or it has been damged during delivery, please get in contact
with our service team.  We will explain how to receive your replacement order as soon as possible.  
At no extra cost.
If you order from overseas and want to return the product to us, please send it by standard post to:
Bookfactory
Isenrietstrasse 21
CH-8617 Mönchaltorf
Please pay the postal charges before returning your order.  We cannot accept packages with
postage payable.  Naturally, we will reimburse your postal charges.  Attach the corresponding
receipt to your order when you return it.
If you choose to return your product by faster delivery methods (e.g.express post) however,
we will only be able to reimburse the cost of delivery by standard post.

Order preparation and delivery Delays in delivery > Why is my order taking so long?

Occasionally, while preparing your order, damage occurs.  Even tiny defects such as scratches,
fine cracks or a crease in the paper can mean that we have to restart the whole production process.   
Our high standards of quality at the Bookfactory mean we would never deliver a defective article.  
You would expect no less from us.    
We understand that if the order has been delayed, for whatever the reason, this may be
frustrating for you.  Please be patient.

Methods of payment overseas > What are the delivery costs for orders from outside Switzerland?

Please contact our customer service for more information.  Or send us an e-mail, which is also
free if you live outside Switzerland and you will receive a prompt reply.

Discount prices for large orders > Apart from the price list, are there additional discounts available?

When you order ten books, you get an automatic discount.  For larger orders, simply call our
customer service and we will give you a free estimate.

Prices and delivery charges Current prices and delivery charges > Where can I find information about the current prices of all Bookfactory products?

For your convenience, the current prices for each product are listed under the corresponding
product category.   Information on delivery charges is updated constantly on our webpage:
www.bookfactory.ch
Tip: Please keep your software up to date by using the free update function in Designer 2.0
every time you start up.  Then you will also be kept informed about our conditions.

The update function doesn’t work > Why doesn’t the software update work?

In order to update you must be connected to the internet.  If the software doesn’t update
properly, this may be due to an active firewall which you should either deactivate or disable.
Some internet service providers use a so-called proxy server.  In the program settings for
Designer 2.0 under “proxy” you can introduce all the relevant details regarding your
internet connection.  For further information regarding your internet access follow the advice
of your internet service provider.

Software update function > Why does the software have a so-called update function?

To keep your software up to date, you should regularly update it on the internet.
In order to do this, you must have access to internet.  As soon as you click on the button,
Designer 2.0 connects to the Bookfactory server and searches for the most recent version.  
If an update is available, it will be downloaded onto your computer and the software will then
be automatically updated.
Tip: Depending on the type of update process, you may have to close Designer 2.0 and
restart the program.  Therefore, you should always update at program start, and thus avoid
interruptions later on while working. 

The software hangs at the start > What should I do if the software hangs on program start?

In certain cases, the software may hang on program start or may only work very slowly.  
This may occur when using older, less powerful computers.  In such cases, you should close all
running programs if possible and rerun the software.   
Tip: In order to run Designer 2.0 your computer should have at least 512 MB RAM.

Security copy > Should I make a security copy of my Bookfactory project file?

No computer system in the world is free from the risk of system crash or hard disk problems.  
Therefore, you should regularly back up your files.  This applies to all the files on your hard disk,
not just your photo book project files!

Tip: Just copy your Designer 2.0 project file onto a so-called backup device or burn the data onto
a writeable CD or DVD.  Whichever backup system you decide to use, the backup device must
of course be connected to your computer and properly set up.

How to safely download > Is it safe to download the Bookfactory Software Designer 2.0 software?

Downloading Designer 2.0 is as safe as possible.
During the installation process no hidden programs will be installed.  
Of course you can remove the software from your computer at any time.

Printing results which reproduce the monitor preview > How can I achieve printing results which look like those observed during the monitor preview?

Sometimes customers ask why the printing results do not coincide exactly with the monitor preview.  
You should bear in mind that the images observed during the monitor preview and the final printed
pictures may not be exactly the same because of the different colour systems used.  Since most
computer users do not even calibrate their monitors –special hardware and software is
required – in extreme cases this can lead to significant differences.  Our calibration image
will help resolve this problem.  You can order one anytime by ringing us or sending us an e-mail.  
It will only take you a few minutes to adjust your monitor to our printing machine and thus minimise
the risk of colour deviation.

Digital printing > What are the printing methods used at the Bookfactory?

Your photo book is printed using the digital printing method. This means that costs can be kept
down even if only one print copy is ordered.  Electro-photographic digital printing processes that
are based on liquid colours yield better print results.  When compared to conventional toner-based
printing processes, images with higher contrast and saturation are obtained and the colours of
your photos will be more brilliant.  Secondary or tertiary colours are also more stable when liquid
colours are used as opposed to toners.

Image format > In what format should my images be stored and which colour space should be used when

It is essential to use the file formats JPG or PNG for the RGB colour space.  If you don’t
understand the difference between RGB and CMYK don’t worry.  Your camera will store
the photos automatically in the RGB colour space that is used by our software.  If you have
CMYK images stored on your computer they must be converted into the RGB colour space.  
If you include CMYK pictures in your project, you will receive a warning message and the picture
will not be printed.  Otherwise, the colours would be unnatural or they wouldn’t
be printed properly.

Picture resolution > What resolution should my pictures have?

An average good camera today has a resolution of between three and six mega pixels. This value
describes the number of picture points which a photograph is divided into.  If you take a photo
with a four mega pixel camera it will have 4,000,000 pixels.  To print a photo that covers the whole
of a page in a book, a three mega pixel camera is usually sufficient.  A camera with a resolution
of at least five pixels is advisable for photos that cover a double page.  If the resolution of a photo
is too low for a particular place holder we will indicate this with a red bar.  Empty picture boxes
will be accompanied by information on which resolution is recommended to achieve optimal print
results.  Scanned pictures should have a resolution of at least 300 dpi although 600 dpi is
recommended for best results.

Orders over 100 copies > Can I order a larger number of photo books or calendars?

Yes.  If you order more than 100 copies, we can offer you a discount.  Please ask our customer
service for information about prices when ordering more than 100 copies.

Storing data files for future orders > How long will you keep my data file for future orders?

After processing your order, your data will be stored for four weeks.  During this period, you can
easily contact us at customer service by telephone or e-mail and place new orders.

Number of pictures per photo book > How many photos will fit into a photo book or a calendar?

There is no limit to the number of pictures you can use when creating your Designer 2.0 project.  
You can use as many pictures as you like, or have available.  Bear in mind though that if you
place various pictures on the same page, they may look too small. The photo book’s
whole image will be spoiled if you use too many pictures.

Answer not found in FAQ > Where can I get help on a question that wasn’t answered on the Bookfactory website?

You can ring up our customer service desk at any time between 8.30 AM to 12.00 AM and 13.00 AM to 17.00 PM,
Monday to Friday.  Our staff will give you help and advice on any question.  
Please call us at +41 (0)44 949 4499 (CHF 0.50/minute).