All of our photo products are made and processed in Switzerland to the best of our ability and to a high level of quality. Should you nevertheless be unhappy with the photo product you have received, we would be happy to replace it in line with our customer satisfaction promise. Please send the photo product back to us for inspection. To do this, please use the returns form.
Gian Seiler, Customer Support
Please note that we can only consider complaints made up to 10 days after the product has been sent. If we expect an improvement in the new product, the faulty Bookfactory product will be replaced once free of charge. Please proceed as follows:
1. Print off the returns form and fill it in carefully
2. Return the faulty photo product together with the form and invoice to the following address (the postage costs will be credited back to you):
3. Once we have received your returned parcel, we will get in touch with you. Print off returns form
Thanks to many years of experience in book manufacturing and our professional workshop, we are also able to offer photobook repairs. Please understand that we charge a basic fee of CHF 25.00 for the appraisal and assessment of repair orders. Information on the photobook repair procedure can be found on this form. Not all photobooks can be repaired, and we ask for your understanding if we should determine that we are unable to fulfil your request. In this case we will return your book to you. For administrative reasons we must charge the basic fee of CHF 25.00 in these cases as well. Print off repair form
Procedure for damage during transit: Unfortunately, we cannot do anything about damage that occurs during transit. We therefore ask that you report damage whereby the packaging is visibly damaged in transit to Swiss Post within eight working days. Swiss Post will contact us in the event of a replacement delivery. You can find more information at the following link.
Under FAQs, you can find answers to frequently asked questions. If you cannot reach us by phone or would just like to take a look, please follow this Link. Bookfactory FAQs