FAQ

Creating your Image and Uploading

Create the images to be ordered with the programs you’re used to.

Preferably in the 1:1 final format you want to order and with a min resolution of 180 DPI.

If you have no graphical knowledge you can send us the image as it is. In both cases you must respect the requested file format:

• TIFF, JPG, PNG or PDF
• in both RGB and CMYK (Color Space).

When the images are ready, go to the red "Upload Images / Start an order" button at the top right. An interface will appear where you can select the images on your computer or peripheral and upload them. You can upload different images at the same time and mix different file formats and colour systems.

If you don’t know how to get started, just contact us, you’ll find our contact details at the top left of this website.

Online Analysis of your images

The online order module analyses your images and refuses to accept them if something is not right. This will be communicated via a message.

For technical information, please go a little further through the item "Delivering an Image".

After your image has been accepted and analysed, the dimensions and number of DPI (dots per inch - inch = 2.54 cm) of your image will be shown.
You can accept or change these.

Changes are always done homothetically. It is these dimensions that will determine the price.

Fine Tuning your Online Order

From now on you can choose a main product for each image and supplement it with the combinable options.

Some options have already been pre-selected and are in light pink with a green check mark. You can fine-tune the selection by clicking on the arrow to the right.

Unfinished orders can be retrieved for up to 30 days via the shopping cart at the top right of the page.

Your unfinished order will be kept on your computer through your login account and a cookie.

Image optimization

You can order manual image optimization. You can write a text in it with personal notes.

Shopping Cart

You can save your image configurations in a shopping cart. You can change these configurations at any time.

You may see two main boxes on the left side of your screen:

• The contents of the shopping cart.
• Uploaded images.

To complete an order, your images must be in the shopping cart and from there you can order them.

Order within the Shopping Cart

You can change an Online order several times, but from the moment you click the "Place The Order" button, you enter a procedure with different choices:

• Personal information
• delivery preference
• Payment preference
• Any discount code
• Order price overview
• Order button

After pressing the "I order" button, the order is final.

You will immediately receive an automatic email confirming your order.

If you still want to make changes, you have to contact us very quickly by phone or email, the details of which can be found at the top left of this website.
You must do this within two hours.

Planning Communicates with You / Payment

Our Authentic Planning department now takes charge of the order and does what is necessary to put the order into production.

If necessary, you will be contacted by telephone by the ‘Planning’ department or the technical department.

Authentic Planning confirms in an email the schedule for completing the various steps of your order.

In a second email, all products ordered and their price will be confirmed again. Sometimes we ask you again to confirm your agreement. Not every order needs to be paid for immediately. As yet unknown costs can be added for proofs, packaging and shipping, for example.

There is one firm house rule: the order must be paid for prior to delivery. For more information about this, please go to the FAQ item "Payments".

This email also contains all the necessary information to make a payment.

There is also a link in this email to make the payment online.

Your order is ready for delivery

As soon as your order is ready to be delivered, you will receive an "End of Job" email from Authentic Planning and a text if we have your mobile number.

If our own delivery service is making the delivery, you will be notified of the delivery time.

In case of delivery with Fedex and other courier services, you will be notified of the tracking number by email so that you can follow the delivery online.

Brief overview of the files to be delivered

For quality reasons, we work exclusively with print-ready images as applied in practice by everyone.

You can upload the following image files online:

RGB and CMYK in TIFF, JPEG, PNG and PDF.

Preferably with an ICC colour profile because then we will be speaking the same colour language. You only have to add a general ICC profile. We take care of adding an output file ourselves.

RAW or native image formats are not accepted because we may interpret them as we see fit and therefore misinterpret them.

The server accepts files from 50 to over 900 DPI. A good guideline is 150 to 200 DPI at the final size. In Pixel : Min 300 and max 50.000. Max 2GB per image.

Each image is manually and visually checked on the screen by our technicians prior to production. They are the specialists who can manage your production. This manual check does not guarantee that certain quality expectations will be met.

If any problems are encountered, the customer will be informed.

What image files do we prefer?

First a little explanation as to what the abbreviations stand for:

• TIFF: Tagged Image File Format.
• JPEG: Joint Photographer Expert Group.
• PNG: Portable Network Graphics.
• PDF: Portable Document Network.

TIF or TIFF files are very large in size and therefore take a very long time to send. Tiff images can also be compressed into a JPEG file. This makes them much smaller and faster to send over the internet. Usually a software program (such as Photoshop and Lightroom) has different compression scales for creating a JPEG.

Attention: not every compression scale maintains the optimum quality of the image. A compression is created by combining identical pixel values. In this way you can perform a compression by keeping all the values of the pixels. This is called lossless compression. You can increase this compression and make your image even smaller by combining different pixel values. You should try to avoid the latter. We therefore recommend that you keep your images in the original file format and make a lossless copy in JPEG and send the latter to us. Lossless = the largest file in MB. You may also use PNG because it always uses lossless compression.

You should never try to "decompress" an image that is too heavily compressed. The loss of quality is maintained in the "decompressed" image.

In what colour space should I upload my file?

You can upload your file in RGB or CMYK.

Your files will be converted during the production process to the colour space that suits the production in question, with due regard for the highest achievable quality.

What image adjustment options do I have?

The original dimensions of the image file will be presented after uploading. You can accept them or make them larger or smaller to the nearest mm.

We always work homothetically. This means that if you increase the width, the height of your image will be increased in the same proportion.

For most products you can add white edges in predetermined widths.

Colour corrections and contrast corrections cannot be made online because they cannot be shown accurately enough online. We recommend that you carry out colour and contrast corrections beforehand using your own equipment, preferably in a colour-calibrated working environment.

Does Authenticphoto.com edit my image before printing?

Yes of course!

Authenticphoto.com fully respects your original image file and does not add any changes to it.

However, every image is subjected to a basic visual check by our photographic technicians. If we believe something is not right, we will contact you.

You can also make use of our service by clicking on "CHOOSE MANUAL IMAGE OPTIMIZATION WHIT MESSAGE TO THE TECHNICIAN". Our technicians will then edit your image and possibly produce testprints if you have clicked "IF NECESSARY CHOOSE A TEST PRINT / SOFTPROOF". These testprints are available digitally by email (soft proofs) as well as in printed form (A4 and 1:1 on a 30 x 50 cm).

This services will be partially charged.

Will my image be cropped when I order a print with an added white border?

If you order a photo print with a white border, your image will not be cropped.

The white borders will be added to the image! This way, your photos will look even more chic and high quality and can be placed in a passe-partout frame without any problems.

Please note the following: at maximum print sizes, white borders can no longer be added because you are already at the maximum size.

The solution: if you still want to add the white borders, we recommend reducing the size of your image to allow the white borders to be added.

What should I pay attention to if there is a signature and text integrated in the border of my photo?

If your photo has borders with a signature or text, make sure these are at least 1 cm from the border of the photo, so that they are not cut away during production and cropping.

If you would like to offer photos on the art market, please do not put titles in the border of your photos that may be added, but only a signature. Title information on the front will be judged by a buyer as not being of high quality.
Please put the title and other information on the back of the image.

By the way, this service is free of charge and can be ordered during the online ordering process by clicking on "Upload a signature for this image"

Can an image technician analyse my image and help me with the choice of paper?

Yes of course!

There are two possibilities for having your images analysed by an image technician.

• The first possibility is to visit our production facility in Brussels. You are welcome every weekday between 10-12 AM and 2-4 PM (Friday to 3 PM) or you can make an appointment.
• The second possibility is to mention your wishes in the text message during your online order by clicking on "CHOOSE MANUAL IMAGE OPTIMIZATION WHIT MESSAGE TO THE TECHNICIAN". An image technician will then analyse your image(s) and compare them with the paper you ordered. If there are many changes, he will contact you by phone. If necessary, he will advise you to use a different type of paper or a different production process. Of course, you are free to follow this advice or not.
  

Can I order proofs?

Yes you can!

During your online order you can order different kinds of proofs.
These will then be sent to you or you can come and see them in our production facility in Brussels.

• The first option is to proof the entire image in A4.
• The second option is to print at 1:1 of the final size in 30 x 50 cm.
• There is also a third option: to have a softproof emailed.
  You will need a colour-calibrated screen and some expert knowledge. As an accompaniment to the softproof, you will receive an accompanying letter (PDF) with the steps to follow.

You can tick these three options during the online ordering process.

Can I have a look at the final prints before finishing?

Yes you can!

You have the option to come and see your final prints before further processing in our production facility in Brussels.
You need to indicate this in your online order.

We do not send final prints to the customer for further finishing.
This is for the understandable reason that we want to prevent damage.

What are the delivery times and when will my order be delivered?

After we have received your order online, it will be placed in production by our planning staff.

The production time depends on the possible delivery times at that time. These can be slightly longer in a busier period. We confirm your order with an email containing an overview of the different key steps in the production process and a probable end date.

When your order is ready for delivery you will receive an "end of job" email and a text if we have your mobile number.

In the event of a shipment you will receive a link in another email with the "tracking number" of the shipment so you can easily follow the delivery.

If in the meantime your payment hasn’t yet arrived, you will also receive a new email with an invitation to make payment before the order is shipped.

To whom can I ask questions about my order?

You can always request information about your order by phone or email via planning@authenticphoto.com.

You will find all the necessary contact details by clicking the telephone number.

If you have a personal contact, you can also contact them.

Can I cancel my order?

Yes you can!

You can cancel your order up to 2 hours after submission, preferably by phone or email to planning@authenticphoto.com.
After this period, the production process for your order will start.

Cancellation at a later time is unfortunately not possible.

Shipping Costs / Free Delivery

Depending on the product ordered and their quantities, we use custom packaging. We make a distinction between prints and framed or glued products.

The price of a delivery also differs depending on the number, size and weight of the packaging, and the place where it is to be delivered.

If the order does not have to be paid online immediately, we confirm the packaging and shipping costs once again by email. This email contains all the information needed to make the payment.

Certain products do need to be paid online during the order process. We can apply standardized prices because the products themselves are standardized.

A PDF overview of shipping costs can be found at the top of the page under the "Shipping Costs" section. There you will also find details of the free deliveries and packaging costs.

In any case, shipping costs are always confirmed prior to production.

Can I have my order delivered by Express?

Yes you can!

We will ship your work in custom-made art packaging through one of our couriers with whom we have price agreements.

You can indicate the latest desired delivery date during the order and, if required, an Express delivery can be organised.

The price of the express shipment will be confirmed in the planning email with the price overview, so you know the cost in advance.

Can I collect my order in person?

Yes you can!

You can pick up your order at any time in our production unit/showroom in Brussels.

Please indicate this when placing your order. Your order will then be packed in such a way that we will unpack it and show it to you before handing it over to you. If you have your order picked up by a third party, please let us know so that we can adjust the packaging.

Third parties are not always so careful with the packaging, which is why this packaging requires a little more attention.

I haven’t received my order yet. What can I do?

If your package has not arrived after the indicated delivery time, please contact our customer service.

You can always request information about your order by phone or email: contact our customer service via the information you will find at the top left of this website.

If you have a personal contact, you can also contact them.

But if you have a tracking number, please first obtain take information via that number.

Can I change the delivery address later?

Yes you can!

You can add a different delivery address to a submitted order.

Your order may of course not yet have been shipped. Please contact planning@authenticphoto.com by email or by calling customer service. Please always state the name of the ordering party.
We work with names and not numbers.

It is not always possible to combine different orders for logistical and production reasons.

My delivery is damaged! What’s the solution?

The goods always travel under our responsibility if you use one of our delivery services.

Despite all our precautions, sometimes something can go wrong. Therefore, if the deliverer is still present, please check that the packaging is intact. If it is damaged, please refuse to accept the package and take a picture of it. Sometimes the package is damaged but the contents are undamaged.

Then contact our customer service department directly so that they can order a replacement.

If you have already received the package and have noticed some damage, please contact our customer service. Please keep the original packaging in case you need to return the package. Also send us pictures by email to show the damage. Please also include your order details.

Contact our customer service via the info on the top left of this website.

When do I need to pay VAT?

All our prices are calculated online, excluding VAT. Belgian VAT on our products is 21%. If you have a Belgian VAT number, you can reclaim the VAT amount paid via your VAT return.

We are not going to explain VAT legislation in its entirety here, but it comes down to the fact that persons or companies with a VAT number in another European country do not have to pay VAT in Belgium if the goods are exported from Belgium. This is known as the intra-Community VAT effect.

During your registration you will be asked to fill in the VAT number. Please do this accurately. If you are established in another European country and have a VAT number, then you have to fill this in as well. All completed VAT numbers are checked for accuracy ‘on the fly’ with the VIES database of the European Commission.

In short: All Belgian customers – with or without a VAT number – are charged VAT.

Only intra-Community VAT numbers are not charged VAT.

No VAT will be charged on goods invoiced and exported outside Europe (e.g. Switzerland). These goods are usually subject to import taxes by local customs.

Info: Since the VAT regulations can change from time to time, we will always follow the VAT rules.

Why do I not have to pay online immediately during my online order?

Some productions require more attention in terms of packaging and shipping.
Sometimes delivery to islands and countries outside Europe cannot be included in a standard price. Customs charges may also be added.

Sometimes several pieces can be packed in a wooden crate, which makes packaging and shipping less expensive.

There is also the option to order image adjustments and/or framing. You can also order multiple colour corrections and colour proofs.

All these costs will be confirmed in detail by email prior to production. The same email will always explain how to pay. Online with bank cards, by bank transfer or on collection.

However, there is one firm house rule: the order must be paid for before delivery can take place.

When do I have to pay online immediately during my online order?

Some standardised products such as the Diasec Mini and Diasec Bloc have a fixed production price, standardised packaging and a fixed delivery cost.

These are usually smaller amounts. For these products, however, payment can be requested during the online order.

What if I place a combined order with goods "not immediately" and "immediately" payable?

The online system will then switch to the "not immediately payable" system.

What payment options do I have?

You can pay by credit card and with most bank cards (MasterCard, VISA, Bancontact).

You can also pay by bank transfer.

Cash on delivery or payments on account are not possible.

On request, we can examine the possibility of buying on account in individual cases (government agencies and large companies).

How can I create an Authenticphoto.com customer account?

Register with Authenticphoto.com via "Login" and "Create My Account" at the top of the page.

You will then receive an email from us with a confirmation link. By clicking this link you will close the registration for a customer account.

If you do not receive the confirmation email immediately, please check your spam folder.

If you cannot find the confirmation email there either, please contact our customer service department, whose details can be found at the top left of this website.

How can I change my account details such as my password?

Once you are logged in, you can manage your data under the menu item "My Account".

Please note that any changes you make there will not apply to orders already in progress. You can change your login Details and your Account Data. You will receive a confirmation email to which you have to reply.

I’ve forgotten my password, what should I do?

If you have forgotten your password, click the link "forgot password".

You will receive an email with a link to a page where you can enter a new password.

From there just follow the instructions and don’t forget to answer the confirmation email.

From that point on, your newly entered password will be active.

What advantages do I get with the newsletter

When registering you will receive a discount code that will remain valid for some time.

With our free newsletter we inform you about photo related items and our exclusive discount offers. News from the world of photography, musea, gallery's and photo tips are also shared through the newsletter.

You can subscribe to our newsletter via the homepage.

We obviously respect the current privacy and GDPR rules. Your email will never be shared with third parties.