Help & FAQs

Pictoboo Help Centre

Welcome to the Pictoboo Help Centre! Whether you need assistance with your order, have questions about our products, or need support with our services, we're here to help. Below you'll find answers to our most commonly asked questions. If you can’t find the information you're looking for, don't hesitate to get in touch with our team.

Getting Started with Pictoboo

How do I create and place an order?

Placing an order at Pictoboo is easy. Simply follow these steps:

  1. Browse our Products: Choose from our collection of custom photo products, including photo blocks, acrylic displays, photo walls, and more.
  2. Customise Your Product: Select your desired size, frame type, and material. Upload your photo(s) and preview your design. You can also add text or other customisation options, depending on the product.
  3. Review Your Order: Make sure everything looks great. Double-check your photo resolution for the best results.
  4. Checkout: Add your items to the cart, enter your shipping and billing information, and select a payment method. Once your payment is processed, we’ll confirm your order by email.

Once your order is received, we’ll begin creating it right away! For most orders, we offer same-day creation and dispatch, ensuring you receive your personalised product as quickly as possible.

Product Information

What materials are used for your photo products?

We take pride in the quality and sustainability of our products. Here’s a breakdown of the materials we use:

  • Photo Blocks: Made from sustainable Australian timber, our photo blocks are crafted from responsibly sourced wood, ensuring a high-quality finish while being environmentally friendly. The natural grains and unique texture of the timber make each photo block one-of-a-kind.
  • Acrylic Displays: We use recycled acrylic for our acrylic photo displays, which is both durable and environmentally responsible. Recycled acrylic helps to reduce waste and promotes a circular economy, while still providing the clarity and vibrancy you expect from our products.
  • Printing Inks: To ensure that our products are both beautiful and eco-friendly, we use low-VOC inks. These inks produce vibrant colours without the harmful emissions found in traditional printing processes, making them better for both the environment and indoor air quality.

How do I upload photos for customisation?

Uploading your photos is easy. On each product page, simply click the "Personalise" button and upload. Select the photo from your device, or cloud storage, and it will automatically upload to our system. We recommend using high-resolution images for the best print quality. Images that are too small may appear pixelated or blurry when printed.

Order and Shipping Information

What are your shipping options?

We offer a variety of shipping options depending on your location and the urgency of your order:

  • Standard Shipping: Our most affordable option, with delivery times varying based on your location (usually 5–10 business days for domestic orders).
  • Express Shipping: For faster delivery, we offer express shipping, typically delivering within 1–4 business days for Australian addresses.
  • International Shipping: We ship to most international locations. Delivery times and costs will vary depending on the destination.

Shipping costs are calculated at checkout based on your location and chosen delivery method.

How long will it take for my order to arrive?

We aim to dispatch most orders the same day if placed before 12 PM (AEST). Shipping times will depend on the method chosen:

  • Standard Shipping: 5–10 business days for domestic orders, longer for international orders.
  • Express Shipping: 1–4 business days for domestic orders.

Please note that dispatch times may vary depending on product availability and peak periods.

Do you offer international shipping?

Yes, we offer international shipping. Shipping rates and delivery times will vary depending on your country. International orders may take longer, especially during peak periods or due to customs processing. You will receive a tracking number once your order has shipped.

Returns and Refunds

Can I return or exchange my order?

Due to the custom nature of our products, we do not accept returns or exchanges unless the item is damaged, defective, or incorrectly printed.

If your product arrives damaged or with an error, please contact our customer service team within 7 days of receiving your order. We will arrange for a replacement or issue a refund.

Please note: All personalised items are made to order, and we cannot offer returns on products unless they are faulty or not as described. Ensure that you double-check your order details (including photo resolution) before completing your purchase to avoid any issues.

How do I request a replacement or refund?

If you receive a damaged or incorrect product, please contact us immediately at hello@pictoboo.com.au and provide the following information:

  • Your order number
  • Photos of the damaged or incorrect item
  • A brief description of the issue

Our team will review your case and arrange a suitable solution, whether it’s a replacement or refund.

Account Management

Do I need an account to place an order?

No, you can place an order without creating an account. However, creating an account allows you to track your orders, save your favourite products, and expedite future purchases.

How do I reset my password?

If you’ve forgotten your password, click the "Forgot Password" link on the login page. Enter your email address, and we’ll send you instructions to reset your password.

Is my personal information secure?

Yes, your privacy and security are extremely important to us. We use SSL encryption to protect your payment details and personal information. For more information on how we protect your data, please read our Privacy Policy.

Sustainability at Pictoboo

What makes Pictoboo products eco-friendly?

At Pictoboo, we take pride in using sustainable materials in our products, including:

  • Sustainable Australian Timber for photo blocks.
  • Recycled Acrylic for photo displays.
  • Low-VOC inks for printing.

These choices not only help reduce our environmental footprint but also ensure that we create long-lasting, high-quality products that you can feel good about.

How do you reduce waste in production?

We minimise waste through efficient production methods and by using recyclable and biodegradable materials for packaging. We also encourage customers to recycle our acrylic products and timber when they no longer need them.

Frequently Asked Questions

Can I preview my custom photo before ordering?

Yes! We provide a preview tool for most of our products, allowing you to see how your image will look once printed. Be sure to review your design carefully before completing your order to ensure the best results.

Frequently Asked Questions

Pre-Order Questions

With same-day creation and dispatch, most orders will be shipped to you within 24 hours of placing your order. Delivery times depend on your location, but you can expect it to arrive soon after production. All in-store orders, or 'Pick Ups' are created same day.

You can place an order online through our website or visit us in-store. Simply choose your preferred product, upload and preview your photo display and we’ll take care of the rest!

Yes! If you're looking for a custom design or need to order in bulk (for events, corporate gifts, etc.), please contact us directly. We're happy to work with you on special requests and large orders.

For the best quality print, we recommend uploading high-resolution files in JPG, PNG, or TIFF formats. The higher the resolution, the better the final product will look—aim for at least 300dpi for sharp, clear prints.

We can help you create a custom design with multiple images! Simply send us your collage or photo arrangement, or contact our design team to assist with layout and composition. We'll ensure your vision comes to life.

While we strive for the best colour accuracy, slight differences between screen and print are normal. Factors like screen brightness, monitor calibration, and the type of material used for printing can affect how the final product appears.

Yes, absolutely! If you’re local, you can choose the “Pick Up” option at checkout. We’ll notify you when your order is ready for collection that day.

Yes! We provide a preview tool for most of our products, allowing you to see how your product will look once printed. Be sure to review your design carefully before completing your order to ensure the best results.

Post-Order Questions

To maintain the beauty of your photo block or acrylic display, wipe it with a soft, dry cloth. Avoid using harsh chemicals or abrasive materials to clean the surface. For wooden photo blocks, occasional dusting will help keep them looking their best.

Once an order is placed and payment is confirmed, we begin processing it right away. If you need to make any changes, please contact us as soon as possible. We may be able to accommodate changes if the order has not yet been printed or dispatched. Unfortunately, if the order has already been processed, we won’t be able to make any changes.

Once your order has been dispatched, you will receive an email containing your tracking number and the courier details. You can use this information to track the progress of your delivery. If you haven't received your tracking email, check your spam folder or contact us for assistance.

As we process orders quickly, cancellation requests must be made immediately after placing the order. If your order has already been processed or shipped, we won’t be able to cancel it. Please contact us as soon as possible, and we’ll do our best to assist you.

We take great care in creating and shipping your order. If your item arrives damaged or there is a printing error, please reach out to us within 7 days of receiving your order. Please provide the following:

Your order number
Photos of the damaged or incorrect item
A brief description of the issue
We will assess the situation and arrange a replacement or refund if necessary.

If you'd like to add additional items to an existing order, please contact us as soon as possible. If your order hasn't been processed yet, we can assist you in adding to it. If your order has already been dispatched, you’ll need to place a new order for the additional items.

If you haven’t received an order confirmation email, check your spam or junk folder first. If it’s not there, contact us by email, and we’ll resend the confirmation. Be sure to include your order details so we can assist you quickly.

If the expected delivery time has passed and you haven’t received your order, please check the tracking details provided in your shipping confirmation email. If there are no updates or if the tracking number shows a delivery issue, please contact us, and we’ll help investigate the situation with the carrier.

If you’re not available when the carrier attempts delivery, they will usually leave a note with instructions for redelivery or pick-up. Please follow the instructions on the note or contact the carrier directly to reschedule delivery. If you’re still having trouble, let us know, and we can assist you further.

Yes! You can add a gift note during checkout by selecting the option to include a personalised message. The note will be printed on a card and included with the order, making it the perfect finishing touch for a gift.

If you realise that you've entered the wrong shipping address after placing your order, contact us immediately. If your order hasn't been dispatched yet, we can update the address. However, if the item has already been shipped, we can assist you with contacting the carrier to reroute the package (if available). Please double-check your address details before completing your order to avoid any issues.

Because we offer custom, personalised products, we typically do not accept returns unless the item is faulty, damaged, or incorrectly printed. If there is an issue with your order, please contact us within 7 days of receiving it. We will assess your case and offer a replacement or refund as appropriate. In most cases we require the order to be returned to us.

How can I contact Pictoboo for further help?

If you need more help or have any questions, don't hesitate to get in touch with our friendly customer service team. We're here to assist you!

  • Visit our Contact Us page
  • Email: hello@pictoboo.com.au
  • Phone: +61 478 590 965