Questions & answers

Registration and activation

Ordering and shipping

Payments

Why is it so, I just made a payment for my order with bank transfer but the status still shows that it is not paid?
Several days have passed since I made the payment yet order still shows that it is not paid?
What types of payment do you accept for orders?
What information should be provided with bank transfer to make it possible to link the payment with an order?
Where can I see the invoice for my order?
Why can't I make a payment with my bank card? It shows that transaction did fail!

Problem with an order

What to do if there is a problem with my order?

Promo codes

Registration and activation

1. Why to register and have my account?

Only registered users of Picture Happy take advantage of following features:

Get free disk space to store photos and use them for their photo product creation;
Can create projects of personalized photo products that are stored in their profile and can be ordered, copied, edited or reordered;
Can thoroughly follow the status of order's fulfillment, as well as get to see entire order history;
Gain loyalty points with every order to get extra loyalty program benefits.

2. Why is it essential to have my e-mail address authorized?

For us to be able to inform customers that their order is ready for pick-up or delivered, or if there is a need to find solutions for non-standard situations, we need to be sure that the e-mail address customer has provided us with is his and he can access it with possibility to respond if situation requires so.

3. How do I do the authorization of my account's e-mail address?

Within the process of registration we automatically send an authorization link to provided e-mail address. By clicking on the link you will be directed to Picture Happy web site for completing the authorization.

4. I did not receive the activation e-mail and link.

In case if the e-mail address you used to register in Picture Happy is not authorized, a notification should appear on top of the web page that authorization has not been finished. Click on "How to finish…" and follow the instructions.

Ordering and shipping

1. When will my order be ready?

Your order must be ready in very particular number of business days counting from the date of payment received, and depends from 2 points:

Type of product, as production times vary for different products;
Choice of production speed: standard or with urgency.

To find out the date when payment was received for particular order, you need to go: "My Profile" -> "My Account" -> "Orders".Production times for all types of products you can find here.

2. How is production time for photo prints calculated?

Photo prints production time is calculated dynamically depending on the amount of photos to be printed at that exact moment. This information on our webpage is updated hourly.

To learn the correct photo prints production time for your order you have to check our home page section "Production time" when you are making payment for your order.

Production time is also displayed in Shopping Cart upon order submission, but that production time will be valid only if you make the payment instantly – with bank card or Hanzanet (or gift certificate). If payment is made with bank transfer then photo prints production time is being calculated and fixed when payment is registered in our system (orders paid with bank transfers are processed every weekday).

3. When will I get my order?

Production time + shipping time = total time from the date of payment receival until the order is delivered to you. Production times for all types of products you can find here. Delivery times for all methods of delivery you can find here.

4. How can I follow the fulfillment status of my order?

First, you have to login into your Picture Happy account. Then go to: "My Profile" -> "Summary". That is a quick summary of your Picture Happy profile and operations. It also shows your active orders and their fulfillment statuses.

5. Why does it show at the check out that my entered zip code is incorrect although I know for sure it is correct?

There are two options:

The postcode is entered together with letters. In this case try entering only the numbers of postcode.
The particular postcode has not been included yet in our data base. In this case we kindly ask you to contact us so we can add your postcode into our data base.

6. How can I make some changes or cancel an order I made?

We kindly ask you to contact us by chat or e-mail and describe the situation, as well as stating the order number. If possible, solutions will be found.

7. Oops! I accidentally placed my order without URGENCY production! What should I do?

We kindly ask you to contact our customer service stating the order number and describe your situation. Unless there are any unexpected technical constraints we will send you an additional invoice for urgency in production. After they payment will be received we will ensure that your order will be produced within the new deadline.

8. Oops! I accidentally placed my order with the incorrect shipping address. What should I do?

We kindly ask you to contact us by chat or e-mail and describe the situation, as well as stating the order number. If possible, solutions will be found.

9. What is the shipping price to my address?

The most precise answer you will get if you go to "Delivery calculator" where you need to choose your destination country, postcode and products you intend to order. After that press the button "Calculate" and the system will show all available shipping methods to your address together with price.

10. Do you ship internationally?

Yes.
To find out the shipping prices go to "Delivery calculator" where you need to choose your destination country, postcode and products you intend to order. After that press the button "Calculate" and the system will show all available shipping methods to your address together with price.

Payments

1. Why is it so, I just made a payment for my order with bank transfer but the status still shows that it is not paid?

There are several aspects to be accounted when order is paid with bank money transfer:
The bank transfer usually requires a certain time from moment of payment is done to the moment it appears on recipients account.This depends on the bank customer uses. Please plan your timing accordingly.

We check our account for incoming order payments several times a day to ensure that paid orders are given for production in timely manner.
To avoid misunderstandings, remember to provide your order/invoice number when paying with bank transfer.

2. Several days have passed since I made the payment yet order still shows that it is not paid?

This situation may occur if the received payment can not be linked to order due to lack of crucial information. We kindly ask you to contact us to resolve the situation. For future to avoid misunderstandings please provide your order number when making payment with bank transfer.

3. What types of payment do you accept for orders?

With bank payment cards Maestro, Mastercard, VISA, VISA Electron. With bank money transfer.

4. What information should be provided with bank transfer to make it possible to link the payment with an order?

You need to provide your order number, as well as the due amount has to be correct as shown on invoice under "For payment".

5. Where can I see the invoice for my order?

First, you have to login into your Picture Happy account. Then go to: "My Profile" -> "My Account" -> "Orders". Find the order of your interest and press on "Detailed information".

6. Why can't I make a payment with my bank card? It shows that transaction did fail!

There can be different reasons:

Problem with the card - insufficient funds, expired validity date;
Problem with the entering of data - check if all required data is entered correctly;
The time out of established secure online session if the payment preparation takes too long;
The bank card requires special permission from issuing bank to make purchases on internet.

Problem with an order

1. What to do if there is a problem with my order?

If you happen to have a problem with your ready order, or your order has been shipped but you still haven't got it, or there is some other kind of issue, we kindly ask you to contact us wia chat or e-mail, or you could send us an application of PROBLEM CASE to given email address: info@picturehappy.ee, stating following information:

In the email subject state "Problem case application".
The Order Number.
Describe the problem.
Attach photos if the problem could be visualized.
Provide your contact information.

After receival of application we will contact you as soon as possible to inform about possible solution.

Promo codes

1. Where should I enter the promo code?

There is a special window "Enter promo code" on the 4th step of checkout where the promo code should be entered. Remember that only one promo code can be applied to a single order.

2. What should I do at checkout if I don't have any promo codes?

If you do not have a promo code when the window "Enter promo code" appears, just press "Continue" and you'll get to next step.

3. Where can I find the welcome gift promo code and how to use it?

The welcome gift promo code is available at summary page of "My Profile" after the registration and email authorization is done. There are following conditions for welcome gift code use: it can be used one time and it has validity date of 3 months from email authorization date; to use code your shopping cart should include any products in total amount not less than EUR.