Satisfaction promise
Our photo products are manufactured in Switzerland with great care and to a high standard of quality. However, if a delivered photo product does not meet your expectations, we will gladly replace it as part of our satisfaction guarantee.
Please proceed as follows:
Complaint
If you suspect a quality defect (e.g. colours, workmanship), please contact us within 10 days of dispatch using the contact form. We will send you a return label, which you can use to return the product to us along with a brief explanation (form on the return label). After inspecting the product, we will find a suitable solution and get in touch with you.
Repair photo book
We also repair photo books in our studio. Fill out the contact form and we will send you a return label for the return shipment, including a description of the repair. After inspection, you will receive a cost estimate. If you decide to have the repair done, we will send you the repaired product back with an invoice. We charge a basic fee of CHF 25 for repair orders.
Please note: Not all repairs are possible. In cases where no improvement is expected, we will return the book. For administrative reasons, we must also charge the basic fee of CHF 25 in these cases.
Transport damage
If you suspect that your order has been damaged in transit, please contact us at service@bookfactory.ch within 8 working days and attach four photos (two of the packaging and two of the product). We will forward the damage report to Swiss Post and replace the affected product.
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