FAQ

Make sure the answer to your question is here.

Orders

I have my project ready. How do I order?

I have my project ready. How do I order?

Once the project is completed, order it by clicking on the option "Order" that appears in the right corner of the editor and follow the steps to complete your order.

What are the deadlines for production orders and the difference between the period of production and delivery?

What are the deadlines for production orders and the difference between the period of production and delivery?

Depending on the product, production deadlines are different. The production period includes the days that are required to create and print out the product. With regard to delivery, they refer to the time the order takes to reach your destination since it is shipped from our laboratory.

Can I preview my project before I order it?

Can I preview my project before I order it?

Yes, to preview your project simply click the button "Preview".

Can I make corrections on my project after I order it?

Can I make corrections on my project after I order it?

No, after the final order, the final files are generated and processed. These can no longer be changed. If an error occurs after finalizing the order and no payment is made, simply cancel the order. If you have already paid your order and since the order automatically goes into production, its cancellation is not possible.

How do I confirm that my order was done successfully?

How do I confirm that my order was done successfully?

After finalizing your order, you will receive an email stating a successful completion of the process. That same email confirms the delivery data, the number of the order and payment status.

How do I check my order status?

How do I check my order status?

The status check may be done at http://www.dreambooks.ie/order-status

I want to buy different products, with different production deadlines. Will they be send together or separately?

I want to buy different products, with different production deadlines. Will they be send together or separately?

All items listed in the same order will be shipped in a single shipment and should always take into account the time of production of the items that take the longest to produce. For example an order of an album and a personalized gift, is estimated to be receive in 6 work days.

Can I edit the projects that have already been ordered?

Can I edit the projects that have already been ordered?

Yes, you can edit the projects already commissioned. However there will be no changes to the files already made. These changes will be printed only if you make a new order.

How do I request a copy of my order?

How do I request a copy of my order?

There are two possibilities to ask a copy from a previous order:

  • If your project was created less than 45 days ago, you just need to make a new order and proceed to the payment.
  • If your project was created over 45 days ago, you will need to upload the photos, and create the project again, make a new order and proceed to the payment.

How to find all orders that I've done?

How to find all orders that I've done?

Accessing the software, after logging in, you can see that all orders made, as well as information about the payment of these by clicking on their name in the upper right corner, and then "Orders".

I want to change my delivery address. How can I do it?

I want to change my delivery address. How can I do it?

If a mistake is made when writing the delivery address or if for any other reason, your address has changed, you should contact the Customer Helpline immediately, so that Dreambooks can change it as soon as possible. If this alteration is made after the order has been issued in our production center, you may have to pay additional costs.

I wanted to receive my order invoice. Can I?

I wanted to receive my order invoice. Can I?

Yes, you can! Just request it during the ordering process. After you click "Checkout" and confirm details of the purchase, in step "2. Data Delivery" you should mark the field "yes" on the question "Do you want to receive the invoice?"

Where can I get my order? Is it sent to my address?

Where can I get my order? Is it sent to my address?

The Dreambooks Editor allows you to choose a specified delivery adress. You must ensure that someone will be at home to receive it. If delivery is not possible, the order will be routed to the nearest post office and the customer is notified to conduct the survey within 3 days. After this time the order is returned to Dreambooks and payment of new shippinhg costs will be required to send the order again.

My order has been shipped. Can I change the delivery address?

My order has been shipped. Can I change the delivery address?

Depending on the shipment status, this change may be possible. However it will be liable to pay additional costs.

I received my order but it isn't what I ordered. What should I do?

I received my order but it isn't what I ordered. What should I do?

You should contact the Customer Helpline via email, always documenting the problem with images. Your complaint will be subject to a review and you will receive an answer within a maximum period of 72 hours.

My product has to be examined or repaired. How do I proceed to send it to the lab?

My product has to be examined or repaired. How do I proceed to send it to the lab?

If it is necessary to collect the product for repairs or analysis, you will be contacted by Customer Helpline, to schedule a date and location for the collection.

Can I make my order anywhere in the world?

Can I make my order anywhere in the world?

Yes, you can make your order from anywhere in the world. However, the delivery can only be made in Portugal, Spain, France, Belgium, Ireland or the UK. The shipping costs may vary from country to country.

Account and Access

How do I change my password?

How do I change my password?

To change your password, log in, click on your name at the top right and then "Profile". Then you can change the password, and other data: address, name, personal data, etc...

I forgot my password. What should I do?

I forgot my password. What should I do?

In the login area, click on "Forgot your password?". Then enter your email address and you will receive a new password in your email account.

How do I change my email?

How do I change my email?

To change your email, log in, click on your name at the top right and then "Profile". Then you can change the email and other data: address, name, personal data, etc ...

Customer Service

By what means can I contact the Customer Helpline?

By what means can I contact the Customer Helpline?

You can contact the Dreambooks Customer Helpline service by email or by phone (+44) 203 608 1460.

What is the preferred means to contact the Helpline?

What is the preferred means to contact the Helpline?

By email. The high call flow can generate some waiting time.

How long does it take Dreambooks to respond to an email?

How long does it take Dreambooks to respond to an email?

You will receive an answer within 48 hours after sending an email.

When should I contact the Customer Helpline Service?

When should I contact the Customer Helpline Service?

  • If you have a problem and the solution is not in this FAQ;
  • If the shipment does not comply;
  • To request the data for payment of postage for a reshipment;
  • To request promotional codes for certain campaigns, where conditions indicate a contact with Customer Helpline service.

Printing

After the order is submitted, does Dreambooks make changes or improvements to the files received?

After the order is submitted, does Dreambooks make changes or improvements to the files received?

No. The files are printed as they are received. However, since the application does not distinguish between colour spaces, there may be slight variations in colour that are considered normal and does not constitute cause for complaint.

What paper is used to print the photo albums?

What paper is used to print the photo albums?

The photo albums are printed on Fujifilm Fujicolor Archive Paper.

How does Dreambooks print personalized gifts?

How does Dreambooks print personalized gifts?

Personalized gifts are printed by total sublimation, i.e. the image is printed on a sheet and then transferred to the object by evaporation.

How and where are the Dreambooks calendars printed?

How and where are the Dreambooks calendars printed?

The Dreambooks calendars are printed on glossy coated paper 300g on Canon equipment.

What types of finishes are available for canvas prints?

What types of finishes are available for canvas prints?

With canvas and multi-canvas options you can choose between paper and screen Fineart Synthetic paper. Made of cotton or poly-cotton, the FineArt paper offers unmatched quality to photo prints, ensuring vivid, accurate colours and well defined contrasts. FineArt Paper ensures a high quality finish, giving a unique and artistic appearance to each print. The synthetic canvas prints are a cheaper alternative, ensuring a natural appearance of the canvas.

What guarantees are given in relation to the product I purchased?

What guarantees are given in relation to the product I purchased?

Dreambooks gives you a 2 years warranty on all products as long as it is proved that the problem was not generated by inappropriate handling of the product.

Promotional Codes

How can I use a promotional code?

How can I use a promotional code?

Using a promotional code is very simple. If you have a promotional code, follow these steps:

  • Create your project according to your taste and imagination and click "order";
  • Confirm data of the order;
  • Check and fill all delivery information;
  • In step "3. Confirmation", place the promotional code in the "promotional code" field;
  • Select the payment method below and click "Finish".

Can I use more than one promotion code on the same order?

Can I use more than one promotion code on the same order?

Yes, you can deduct more than one promotional code in the same order, however in certain campaigns this option may involve the payment of postage in duplicate. Please always check the conditions of the campaign.

I forgot to redeem the promotion code and I finalized an order. What can I do to cash it?

I forgot to redeem the promotion code and I finalized an order. What can I do to cash it?

If this happens, you can choose to redeem the promotional code in a posterior order. If you haven't done the payment, please cancel your order and use the code in the next order you make.

Shipping and Delivery

What are the shipping costs to Ireland?

What are the shipping costs to Ireland?

For Ireland, the shipping costs are 10.99 €.

In which situations do I pay postage?

In which situations do I pay postage?

You have to pay postage in orders that cost less than 50 € or orders from specific campaigns that require payment of postage, regardless of value. Please always check the conditions of our campaigns.

If I don't get my order or it is returned by my mistake, do I have to pay postage again?

If I don't get my order or it is returned by my mistake, do I have to pay postage again?

Yes, if the order is returned to our facilities by failing to claim the recipient it will be required to pay new postage for it to be sent. The value of shipping is 10.99 €.

Payments

What are the payment methods available?

What are the payment methods available?

Payment can be made by PayPal or credit card (Visa). After payment confirmation, your order automatically goes into production.

What’s the minimum value for a Dreambooks order?

What’s the minimum value for a Dreambooks order?

The minimum value for a Dreambooks order is of 1€.

How do I make a payment with Paypal?

How do I make a payment with Paypal?

Follow the steps:

  • After finishing the order, a window automatically appears, with the order details. Click the symbol "Paypal Payment.";
  • Login in your PayPal account, if you don't have one, sign up;
  • Check the value of the order to pay and click "Pay Now" to pay.

Is it safe to make these payments?

Is it safe to make these payments?

Payments via PayPal are made over a secure connection. Once the payment is made, the application instantly communicates with our software that automatically sends the order into production.

I have already ordered my photo album but haven't paid. How do I query the data for payment?

I have already ordered my photo album but haven't paid. How do I query the data for payment?

  • Login to your Dreambooks Editor account;
  • Click on your name at the top right;
  • Select and click on the parcel that appears to the right;
  • Click on "Make Payment", then choose ATM or PayPal payment.

I've done the order but not yet made the payment. How long do I have to do?

I've done the order but not yet made the payment. How long do I have to do?

After the date of the order will have 15 days to make payment. Within this time your order will be canceled.

Is it possible the get the order before making the payment?

Is it possible the get the order before making the payment?

No. All orders must be paid before the item goes into production.

How can I pay the shipping costs in the event of a reshipment of my order?

How can I pay the shipping costs in the event of a reshipment of my order?

You must request the reshipment by mail to the customer helpline. You will receive an email in response with a MB reference in order to make the respective payment.

Editor

Why can't I upload photos?

Why can't I upload photos?

Check the stability of the Internet connection. Check if your anti-virus is not monitoring / blocking https addresses. On Windows computers confirm if the Family Security is active. Disable it if needed. Check if the network from which you are working has no institutional restrictions on access to certain pages or links. Confirm that the Adobe Flash Player plugin is updated. To verify the access http://get.adobe.com/flashplayer/

How do I access the editor?

How do I access the editor?

Follow the steps:

  • Click the "Start Now" button
  • If you have already created an account, login by entering your email and password.
    If you don't have a account created click register and fill out the registration form

To avoid all these steps whenever you want to access the software, save the application link in your FAVOURITES

What kind of files can I upload to the software?

What kind of files can I upload to the software?

You can upload files in JPG and PNG.

What products can I buy through Dreambooks Editor?

What products can I buy through Dreambooks Editor?

The following products are available:

  • Photo Albums (Premium and Slim);
  • Photo Books;
  • Photo Gifts;
  • Decoration Products;
  • Calendars;
  • Photo Prints.

Can I duplicate my project?

Can I duplicate my project?

Yes you can. To do it you must:

  • Access your Dreambooks Editor account;
  • Log in "My Projects";
  • Click on "Duplicate" project;
  • Give a new name to the project;
  • Confirm the name you want to give the duplicated project;
  • Edit the duplicate project.

Can I change the format of my photo album?

Can I change the format of my photo album?

No, it isn't possible to transform one format into another. To change the format of a photo album you need to start a new project.

Can I share my project?

Can I share my project?

Yes, just open the project and click "Share".

What's the maximum image size that I can upload to the Editor?

What's the maximum image size that I can upload to the Editor?

Images uploaded to the software should not exceed 30MB.

I'd like to paginate my photo album in another editing program and then upload the pages already created. Can I do it?

I'd like to paginate my photo album in another editing program and then upload the pages already created. Can I do it?

Yes, it is possible to do pagination in another program and then load the sheets (two pages) and put them as background in the software. To use images as background you should have selected the option: "Use photos as background" (This option appears over "IMPORTING PHOTOS ").

How can I organize my photos?

How can I organize my photos?

In the Dreambooks Editor you can organize images by:

  • Import
  • Name
  • Date

Can I keep the project on my own computer?

Can I keep the project on my own computer?

No, the projects are saved online on the Dreambooks server. You cannot save it on your computer.

Can I access my project from any computer or just from mine?

Can I access my project from any computer or just from mine?

Dreambooks Editor is completely online. You can access your projects anywhere in the world, by simply log in with your account.

What browsers can I use to access Dreambooks Editor?

What browsers can I use to access Dreambooks Editor?

You can access through Internet Explorer, Mozilla Firefox, Opera, Safari and Chrome. And it is preferred the use of Internet Explorer or Mozilla Firefox, since the remaining sometimes have incompatibilities with Adobe Flash Player.

How can I check the quality of my images in the editor itself?

How can I check the quality of my images in the editor itself?

Through the quality indicator. Whenever you select a background image the quality indicator tells you the percentage of the quality. The quality indicator appears below the editing area to the left.

Meaning of the colours of the quality indicator:

  • Green - between 80% and 100% - quality image
  • Yellow - between 79% and 60% - low quality image. The end result may be compromised.
  • Red - Below 59% - insufficient image quality - should be replaced.

I created a project without logging in. If the connection goes down, could I lose my project?

I created a project without logging in. If the connection goes down, could I lose my project?

Yes, without logging in your projects are not stored on our server. We recommend that you login and save your project often.

From where can I import photos?

From where can I import photos?

You can import photos from your computer, from social networks like Facebook and Twitter or via Instagram.

When I try to enter the editor it displays a blank page with a message to install Adobe Flash Player. Why does this message appears and what should I do?

When I try to enter the editor it displays a blank page with a message to install Adobe Flash Player. Why does this message appears and what should I do?

This message appears because you don't have the Adobe Flash Player installed. The Dreambooks Editor does not work without this program being installed. Follow the steps to install the flash player and re-enter the Dreambooks Editor.

How do I keep my project?

How do I keep my project?

You should save your project periodically or when changing pages, simply click "Save" (on top of the editing area on the right).

If the connection drops and my projects aren't saved what happens?

If the connection drops and my projects aren't saved what happens?

If the connection drops and the projects aren't saved, you have to restart it. If you already have a saved version, you only have access to the changes made until the last time you saved.

Why do my images appear blurry if the quality is above 80%?

Why do my images appear blurry if the quality is above 80%?

This issue is related to the different sizes of the files that are used in the software, that is, to make it faster when working on your projects. These files are only replaced with the original when the project is uploaded. Therefore, you should only use the quality indicator as a guide. If the image as a percentage higher than 80% then the printing will be of high quality.

When I enter in my project a window appears that says "Resubmit Photos". What is this?

When I enter in my project a window appears that says "Resubmit Photos". What is this?

It means that you closed the program without loading all the pictures. The user must select the missing files and import them. Without this step being complete you cannot order the project.

While my pictures are still loading, I can work on the project. However, how do I know if the photos finished loading?

While my pictures are still loading, I can work on the project. However, how do I know if the photos finished loading?

To make the import process less time consuming, Dreambooks Editor allows you to work with thumbnails of the images while the import process continues. The bar appears to the right of the Dreambooks logo, with the message "Sending...". This process is complete when this bar disappears.

I'm trying to leave the software but the message "Do you want to leave the Dreambooks Editor? You may have unsaved data." What message is this?

I'm trying to leave the software but the message "Do you want to leave the Dreambooks Editor? You may have unsaved data." What message is this?

This message means that the import of photos is not over yet. Wait until its completion to make the order. Check the importation bar.

Why, does it appear in some products "Finishing unavailable"?

Why, does it appear in some products "Finishing unavailable"?

Only a few products have different finishes. For products where it says "Finishing unavailable" this means that the product has no option of choice with regard to finishes.

I finished my project. After clicking "Order" the message "Please wait for all photos to be sent" What does it mean?

I finished my project. After clicking "Order" the message "Please wait for all photos to be sent" What does it mean?

This message means that the import of photos is not over yet. Wait until it´s completion to make the order. Check the bar importation.

Can I use predefined layouts in a photo album cover?

Can I use predefined layouts in a photo album cover?

No. You can only place predefined layouts in the pages of the photo album. Yet this does not prevent you from using as many photos as you want on the cover, as well as backgrounds, clipart, etc...

Why can't I open Dreambooks Editor on my Mac?

Why can't I open Dreambooks Editor on my Mac?

Mac 10.5 or lower versions are not compatible with Adobe Flash Player XCXCXXX. As such all pages or applications based on Flash platform, won't work on Mac 10.5 or lower.