Answer our queries, confirm and pay for your order – and get your album faster

If you want your album as fast as possible, start by sending us a “clear, unambiguous, complete order”, as we said in the first article in this series.

Next, you need to follow up!

Remember, when you send an order, it doesn't go straight into production.

Our albums are custom-made products and we can’t start making them until:

1. You’ve answered any queries we may have raised to clarify your order.
2. We receive all necessary printing files, including any cover image files.
3. We receive text for any personal title or cover motif.
4. You tell us that our confirmation documents are correct (ie we have interpreted your order correctly), and
5. We receive payment. (Almost all our clients pay by credit card. You can fax the details with your confirmation or we will hold them on file if you prefer.)

When you send us an order, our Order Processing team enter it into our computer systems. If we need more information, or we’re missing files, we QUERY your order (email you and ask you to supply the missing info or whatever).

If we don’t have any queries we go straight to the next step, which is to ask you to CONFIRM it and make payment.

It’s stands to reason, if we don’t have to query your order, you’ll get it faster. And, the longer you take to respond to queries and requests for images, or confirmation and payment, the longer it will take to get your order.

Your order does not join the production queue until all five of the above steps are complete.

Because we make to order, how long it then takes to make your album will depend on how busy we are. Normally you should expect 3-4 weeks (we give you an up-to-date estimate when we first receive your order) but remember the clock doesn’t start ticking until your order is confirmed and paid for.