Our Customers Frequently Asked Questions
We have compiled a number of questions that over time our customers have asked us about using our scanning services.
If you don't see the answer to your question or query, no problem just send us a message using our contact form or our quick message section in our footer below. We will respond normally within a few hours.
What address do I send my order to?
Why don't you show your address in the website?
Not sure how many photos you have to scan?
Don't worry - we count as we scan and will send you an invoice for the actual number count.
Can you scan my images in order?
We will try our best. We endeavour to scan all images as they are packed and sent to us.
Can you put my scans into separate folders?
Absolutely! Just make sure your photos, slides or negatives are put into separate bundles and add a title for the folder name you'd like. We recommend that you put your images into envelopes or similar and write on it the folder name that you want to see. Please note - we reserve the right to add an additional charge if there are large numbers of files and only a handful of photos within.
What is DPI? What resolution do I need?
Good question! DPI is short for dots per inch, also called PPI, pixels per inch. DPI is the term used to explain the clarity, quality and resolution of your image. A higher DPI is generally associated with a better quality scan. See our Photo Scanning, Slide Scanning, Negative Scanning and Photo Album pages for DPI levels that we use as standard. If you want a different DPI, please contact us, we will be happy to help - normally at no extra charge!.
Do you clean slides & negatives before scanning?
We clean all slides and positive/negative film strips with an anti static soft brush, wipe with a lint free cloth and finally use compressed air to remove any remaining loose particles, finally post scan we review in Photoshop and use the healing brush to remove any remaining large spots of dust. We do not use any solutions to clean away mould, finger prints, dirt, etc. and if these are present on your images, they will show on your scans. If your images are badly marked, our restoration and repair service will resolve the problem.
Do you use Digital Ice to clean dust from slides?
We have stopped using Digital Ice as a standard as many of the slides do not benefit from it. For example, Digital Ice does not work on Kodachrome slides, a high percentage of all slides are Kodachrome! In addition, when Digital Ice is used, we found that there was a considerable softening of the overall image. In some cases, face detail such as eyes and nostrils became a blur. We decided to change our policy to one of pre-scan preparation and post scan touch up.
Before scanning, we use a special Kinetronics Static brush specifically made for photographic equipment including film. We brush both sides of the slides, followed by a soft wipe with a lint free photographic cloth followed by a blow of compressed air to remove any dislodged dust. There will always be some dust spots, we will check for these after scanning in Photoshop and will use the healing brush to remove any large dust particles that might have escaped the pre-scan clean. Minor dust particles ma still be evident but we try to eliminate as much as possible.
The end result is a pretty clean scanned image with a keen sharpness that represents that of the original slide.
Do I get my originals back
Absolutely, all original photos, slides and negatives are returned along with a DVD or USB memory stick containing your digital scans.
Will you destroy my originals for me rather than sending them back?
Sorry, no, we love photos far too much! We won't destroy any photos, slides or negatives, but will send back everything we have received from you.
Can I send my Photo Albums to you too?
Yes you can! We are one of the very few scanning services that offer the scanning of photo albums and scrap books. See our Photo Album Scanning page for more details. Suffice to say, we are very flexible to our customers needs. Don't see what you would like? Just call or send us a message using the contact form at the bottom of the page.
What type of file format will I get back?
By default, we scan everything into JPG files. We will happily scan in other formats like TIFF if you require. Just let us know your requirements in the 'Special Instructions' box in the on-line order form.
How long will it take to scan my images?
This will depend upon what you are sending and how many you are sending. We normally complete photo scans within 2 to 3 working days following receipt if numbers are small. However, slides, negatives and photo albums will take longer because of the time it takes per scan on our flatbed scanners. We will always let you know the estimated turnaround time once we receive your order or have had contact from a customer with estimated order numbers. We are happy to discuss any timelines that a customer may have.
I have a rush order, can you help?
We'd certainly like to! Contact us to discuss your dates and we will try to accommodate if we possibly can.
I need more than one DVD disc or USB, can you send me extra copies?
Can you scan photos that have been taken by a professional photographer?
No, I'm afraid not. These photos are the copyright of the photographer and permission must be obtained to make a copy of any sort. The only exception to this is where you have the permission from the photographer in writing. We assume that you have the rights to all images sent.
Will you crop and rotate my scans?
Oh yes we will! We look at each scan individually to check the borders and orientation. We try for 100% accuracy....but one or two might just slip through the net! White borders are not cropped out as standard. If you do want to have old photo borders removed, please request in special instructions. We charge a small minimal fee of £0.05 per crop.
Will my photos be in safe hands?
To date, we are delighted to report that we have never had any problems. We let you know by email or phone as soon as we have received your photos, slides or negatives. When we send your order back to you, we send via a tracked service.