FAQs

Visual Memories Worth Keeping is fully operational. Design and production of your product is not affected during the pandemic. However, delivery of your item may be delayed due to circumstances and updates made by the governing body in your country of residence. These are out of VMWK control, however, every effort will be made to deliver your product in a timely manner. No responsibility will be taken by VMWK for additional delivery times encountered during this time.

Once we have your photos, please allow 7-14 working days to receive the initial design concept, which will be emailed to you in PDF (obviously if it is ready sooner we will of course contact you). Once you are happy to proceed and payment is confirmed, your uniquely designed, personalised Photo book will be completed and ordered.  This usually takes 2-3 weeks.  Ideally allow one month for delivery turn-around, provided you respond quickly to our emails and complete the Memory Design Brief as soon as you can.

Once we have your photos, please allow 7-14 working days to receive your uniquely designed, personalised Wall art concept, which will be emailed to you in PDF (obviously if it is ready sooner we will of course contact you).  Once you are happy to proceed and payment is confirmed, the Wall prints will be ordered.  This usually takes  an additional 1-2 weeks.  Ideally allow 3-4 weeks for delivery turn-around, provided you respond quickly to our emails.

Once we have your order and payment is confirmed, ideally allow 2-3 weeks delivery turn- around.

All shipping costs are determined by the weight of your order. You can use the shipping calculator by clicking the 'edit cart' button, in the checkout window to receive an accurate shipping cost. 

Yes, you will receive a tracking number via email once your order has been finalised and shipment is confirmed. 

If you have any special requests, please contact us via email on support@visualmemories.net

For best hanging results, we recommend using removable adhesive stickers/labels which provide wall surface protection and clean removability (just in case you decide to move things around or add more to your collection!). Products such as Command’s 3M Removeable Strips are suitable. Remember, you can always contact us via email on support@visualmemories.net if you have any questions

We care about your memories and only print our products using industry leading, high-quality reproductions. Some cameras and device screens are set to dim or low resolutions. Therefore, when your quality images are reproduced using our expert printing processes, the contrast and colour of the printed image can sometimes appear slightly different to how it looks on your screen. This is normal for quality prints. We want to make sure that your Visual Memory products are as close as possible to the original image you uploaded, however, some slight differences are normal when allowing for the change in format.

Our designers have customised THE ideal sized Photo Book for you! Our 25 x 25cm (10 x 10 inch) classic custom hardcover book is our optimum size and perfect for any occasion. Superb on your lap, ideal on your coffee table and effortlessly fits into a bookshelf!

Our beautifully designed bespoke Photo books are available in 20+ 30+ or 40+ pages. For custom options please contact us.

Your custom designed book will be as individual as your memories. Once you place your order, you will be asked to complete a Design Brief which will act as your unique guide on who you are and what kind of style/s you like, as well as giving you an opportunity to ask for any ‘special’ requests.

Our designers will use the layout that best suits you and your Visual Memories. Each book is completely individual. Depending on your unique design, we may place multiple images of 6 or more on a page or highlight a single  moment and use only one. It really depends on the subject, content of the book and the images provided. 

Trust us and let us create your memories worth keeping.

Once you have decided on the photo memories you would like created into a photobook, you will need to know the quantity of images required for the number of pages by checking our Product size guides. These are available in our Help menu or are located on our Photo Book and Customised Wall Set product pages (right above the drop down menu’s). These guides will assist you in choosing quantity of images for corresponding quantity of book pages or block sets. Use these as a general guide to the number of images required for each size photo book and wall art. Please note, we recommend provision of a variety of images for our designers to choose from but not all images provided may be used in your product unless specified. Trust us to create your memories worth keeping!

We are very open to your thoughts and invite you to complete your individual Design Brief during the ordering process, as well as offer any insights into your memories. This will assist our expert designers to create a unique solution for you.

It is recommended your images be sorted into specific named photo folders in your files, prior to uploading, to assist us in sequencing and designing your page layouts. For example, if your photo book will feature a vacation you experienced, sequence your folders by day or your travel itinerary so that we can design your book to flow with your event.

When your folders are organised in your preferred sequence, they need to be zipped for uploading. But have no fear - creating zipped files is a simple task, which we'll explain here:

For Windows:
Locate the file or folder that you want to zip.
Right-click on the file or folder, select 'Send to', and then select Compressed (zipped) folder.
A new zipped folder with the same name is created in the same location. To rename it, right-click the folder, select Rename, and then type the new name.

For a Mac:
Locate the items to zip in the Mac Finder (file system)
Control click on a file, folder, or files you want to zip.
Select “Compress Items”
Find the newly created .zip archive in the same directory.

No need to organise or separate the photos, unless you want to specify a particular favourite you want highlighted. One folder is fine.

When your folders are organised in your preferred sequence, they need to be zipped for uploading. But have no fear - creating zipped files is a simple task, which we'll explain here:

For Windows:
Locate the file or folder that you want to zip.
Right-click on the file or folder, select 'Send to', and then select Compressed (zipped) folder.
A new zipped folder with the same name is created in the same location. To rename it, right-click the folder, select Rename, and then type the new name.

For a Mac:
Locate the items to zip in the Mac Finder (file system)
Control click on a file, folder, or files you want to zip.
Select “Compress Items”
Find the newly created .zip archive in the same directory.

We have an easy upload link available on our website which directs you seamlessly to WeTransfer, a free application which allows you to conveniently share multiple, large files with Visual Memories. There is no need to download the application and the transfer can be done in your own time, at your own convenience. Just click the Upload Photo Link button which then allows you to drag in your photos/zipped files. Simply click on your files and select the ones you'd like to upload. You can click the Add files button as often as you want. Then add in your email address and click send. Done! We will then begin working on your customised designs as soon as we receive your upload.

Please note depending on the number and size of images/files you are sending, and the available speed of your internet connection, the transfer time can sometimes be quite lengthy. No worries, have a cup of coffee, lunch, pick up the kids, take a nap... while your computer does all the hard work!

Photos need to be in JPEG format. While .png files are accepted, we recommend photos be in .jpg, as the large file sizes of .png may cause the transferring of files to be considerably slower, even with a strong internet connection

We always recommend uploading high-resolution originals which should be several MB in size. The higher the better! Images should be original photos ONLY. Photos cannot be ‘copied’ from social media sites, as they are compressed, automatically resized and formatted once posted. Your memories deserve better! They will not reproduce to meet Visual Memories standards. For best print quality, photo’s should be at least 2MB. The maximum file size you can upload is 20MB per individual photo.

The upload speed depends on your internet connection and the size of the photos/folders you're sending us. We can accept them just about as fast as you can send them. It's fine to leave the upload running in the background (or even overnight), just make sure your computer is not set to go into sleep mode (for instructions on how to prevent your computer going to sleep, check our FAQ’s page!)

If your computer is set to go to "sleep" after a few minutes of inactivity, this will interrupt your upload. You can learn how to undo this below:

PC - http://windows.microsoft.com/en-us/windows7/sleep-and-hibernation-frequently-asked-questions

MAC - https://support.apple.com/kb/PH13808?locale=en_US 

Can I see my book prior to printing?

We provide one complimentary viewing per customised Memory Book or Wall Collection prior to printing.

Uh-oh! We are SO excited to be providing you with a custom designed VMWK product for you to keep forever and aim to be as efficient as possible! Once you have completed the checkout our designers are hard at work personalising your beautiful memories. Unfortunately, we’re therefore unable to cancel or make changes to your order.

Your personalised Visual Memories products are unique and customised for only you. Once your order has been made and approval completed, we are very sorry we are unable to accept returns and cannot refund. If you have purchased a Memory Wall Collection and wished you had ordered another set…. buy both!! Or we can accept returns on undamaged and unused items for exchange. Contact us for further information.

Maintaining your personal information and pictures is paramount to us.  Please visit our Privacy Statement to learn more.

Still have questions? No problem, we are always happy to answer any questions you may have or receive feedback on how we can improve your experience with Visual Memories. Contact us on email support@visualmemories.net or via our Facebook page or Instagram. We also welcome and value your positive comments!

For more comprehensive information please refer to our Terms and Conditions.