Frequently Asked Questions
Find out some of our most frequently asked questions about ordering, photo specifications, delivery information and more.<fr>Notre page de FAQ (questions fréquentes) vous permet de voir les réponses à certaines des questions les plus récurrentes. Notre service Relation Client est disponible pour toute autre demande que vous pourriez avoir.
Sim Imaging offers beautiful handmade wedding photo albums and photo books especially for professional photographers. We have a wide range of different books, albums, USB and presentation products to suit every professional photographers needs and have an excellent team on hand to help.
Please find our most frequently asked questions about our service, products and photo supplies listed below. If you can’t find the answer to what you’re looking for please feel free to pop us an email or give us a call. Our email is [email protected] and our number is 01707 273 747.
Do I have to register?
For our USB & Presentation products you can create your order online and check out quickly and easily. You’ll need to register to create an instant account, meaning you can revisit and reorder time and time again.
If you are a professional photographer and would like access to our Album & Book pricing you will need to register and your account will need to be verified by one of our team. Just include your website or dedicated social platform in your registration and we can upgrade you for free to become a PRO user. Pro user status gives you access to all of the books, albums and USB pricing on the website and allows you to download our free simware software to being designing your professional products.
Do I have to download your software to create products?
You can create both USB & Presentation product designs directly online or in our desktop “SimWare” design software.
If you would like to order albums and books, you will need to download the software to create your design and place your order. Any designs created outside of our software (e.g. Smart Albums, Fundy etc) will also require inputting to the Simware software to place your order, but these can be easily added as fully flattened spreads to be able to order in only a few minutes.
I would like to create my album design in a different software, is this possible?
Yes. You can create the vast majority of our albums and books via our partner softwares Fundy and Smart Albums, as well as via a range of similar design software providers. These can be created as entire spreads, and once approved by the client can be saved as full flattened jpegs and dropped into our SimWare to order. This means you can then order your album in minutes, simply ensure your pages are in the desired order and add to the basket.
Please ensure the product you are designing is the correct product you would like to order, as the exact size of your design will match our product specifications, ready to be submitted straight to production.
Once your design spreads are ready to go please export these as JPEGs and then import them into the Simware. You will need to drag each spread onto your design, right click and select Fit > Fit to spread. Anything past the red dotted lines at the edges will be at risk of being trimmed off during the binding process.
The most accurate way to check the spec of the spreads/page is to open the product you would like to order in our Simware software, create a picture box, right click and select Fit > Fit to spread. In the top right hand corner under the yellow ruler this will tell you the overall spread size and the ‘position’ is the amount of bleed required (eg. - 3.00mm).
Can I create my products online?
You can create USB & Presentation products online and order instantly if you have registered with us, and once logged in, you can view past orders and reorder directly from your account if needed.
Which browser should I use when placing my orders?
For best results and compatibility we recommend using Google Chrome or Firefox.
Do you colour correct and add sharpening to files?
We can offer colour correction on all books and albums if we think the images are not ideal for print if requested in the special instructions. However, if you have used a particular editing style such as a vintage effect, our technicians will not edit your images so as to not impede on your work. As photography is very subjective, our experienced team of technicians carefully assess each and every order to ensure the best possible print outcome, but will try to avoid editing individual styles.
If would like colour correction, or specifically would like no colour correction applied, please state this in the special instructions section when placing your order. We also recommend an embedded profile of sRGB to achieve the best printed results of your photography orders.
What format do the files need to be supplied in?
Your images need to have an embedded profile of sRGB, supplied at 300dpi in JPEG file format, saved at a quality of 8 or above. Typically files do not need to be any larger than 25mb when open in Photoshop and sized to around 12x8” as this will be the largest average print size. Large files will not necessarily increase print quality but will increase the time it takes to upload your files to our server once your order is placed.
How can I create a USB product on Sim Imaging?
If you would like to use our online system for your USB & presentation orders, simply navigate to the product page you are looking for, then select from the options at the bottom via the green button below the product pictures. Once in the online designer, you can upload your JPEGs on the left hand side before dragging and dropping your images onto the design space to size and place accordingly.
Will you check all my files before printing one of my products?
Yes, we do check all files before we send to print. The software will also typically warn you if something is wrong with your file before you submit the order. If you have any particular concerns e.g. colour, alignment, bleed - just pop a note in the special instructions when placing your order and we will double check these for you prior to print. While we check every order and try to be as vigilant as possible, it is the customers responsibility to double check and approve designs before submission.
If you experience any software issues/errors messages you’re unsure about please feel free to get in touch via email with a screenshot of the message and we will either advise or fix the issue for you as quickly as possible.
Do you pre-load USB drives with my images?
Unfortunately this is not a service we offer. If you order any of our USB products including any added to album/book boxes, the USB will be provided empty of data, ready for you transfer your files and deliver to your client.
Delivery & Shipping
How much do you charge for delivery within UK Mainland?
Our delivery charge is £5.95 + VAT for products which have a 5 working day turnaround or under (for example a USB box) and £10.50 +VAT for anything 10 working days or over (for example an album/book).
How much do you charge for delivery outside of UK?
European shipping starts from 8€ +VAT, but it depends where you are based and the weight of your item. Prices are automatically calculated at the checkout, but we have a table to help you work out the price in advance on our dedicated shipping page.
Do I need to sign for my parcel?
Yes, all parcels need to be signed for by somebody at your delivery address. If you know that you might not be in during delivery you can pop a note in the comment section when placing the order requesting the parcel to be left in a safe place or with a neighbour. You can also update your parcel via the DPD website, app or text with instructions to leave in a safe place or with a neighbour.
What if my parcel is delayed?
We work very closely with our local DPD representatives who are great at helping us find out more information about your parcel. If you are concerned, please get in touch as soon as possible and we can investigate this further for you and try to resolve any issues. Please bear in mind that whilst every step is taken by both us and our courier provider to ensure next working day delivery, this service is not guaranteed. Sim Imaging cannot be held liable for any consequential losses incurred where deliveries are delayed.
Can I combine orders?
The basket limit is 3 items (designs) per basket. Unfortunately due to the size and weight of the albums and books we are unable to combine multiple album orders (over 3) for delivery. However, if you are ordering over 3 different smaller items such as our USB products we can manually combine these for you. The easiest way to do this is to pay for delivery on your first order and then select ‘collect in store’ for the following orders. You will then need to email [email protected] with all of your order numbers and we can manually combine them for delivery. Your orders will then be dispatched when all the items are complete.
You cannot add orders to be combined to an order that is already in production so please email us immediately after placing your order to ensure they are all sent together. Combined orders will need to wait until all items are complete, even if the production time is longer. Please be aware of this when ordering USB products and albums or books in the same basket.
Do you offer a Saturday Delivery?
We do not offer a Saturday delivery service on Sim Imaging. Our couriers only deliver on working days from Monday to Friday, which means if there are any issues with your delivery we are available to help or track your order the same or next working day.
Shipping Direct to your customer:
We offer a white label service as standard which means you can save time and postage costs by sending your order directly to your client with no invoices or marketing materials included in the parcel. To send directly to your client please enter their delivery address under the Shipping Address section only and ensure the email address entered is your own, as your order confirmation will double as your invoice and includes the total price. You can always let us know by making a note in the special instructions to say your order is being sent directly to your customer as well.
Can I fast track my order?
Yes. For Signing Books, USB and Presentation Products you can opt to fast track your order at the checkout by ticking the fast track box. This will apply the additional fee of 30% of the product cost and will reduce production time for 5 working day products to 3 working days.
To fast track an album or book please see our dedicated Fast Track page.
Disclaimer: Please note that the fast track service is dependent on production levels and during busy periods we may be unable to offer this service. Whilst every step is taken both by us and our courier service to ensure express delivery, this service is not guaranteed. Sim Imaging cannot be held liable for any consequential losses incurred, where deliveries are delayed.
Contact & Opening Times
What are your operating hours?
We are open Monday to Friday between 8:30am and 5:30pm (GMT). Please feel free to collect any orders from our reception between these times. Our customer support team is also available Monday to Friday from 8:30am to 5:30pm for telephone enquiries and emails. Our phone number is 01707 273 747 and the email for Sim Imaging is [email protected].
We are closed on public holidays and for a short period between Christmas and New Years Day. If for any reason you cannot get hold of us please check our social media for more info as this is often updates.
Are you open at the weekend?
Unfortunately we are closed on weekends but you can still place an order with us during this time. Should you need to get in touch please send us an email and we will get back to you as soon as we are open again.
Returns & Issues
What should I do if I’m not happy with my order?
We aim to provide high quality products for all of our customers, however in the rare case that you are unhappy with your order please contact us directly either via email or telephone, and we can advise of the procedure depending on the problem at hand. A photograph of the issue is usually requested to better understand the problem so we can advise how to proceed.
What if my order is damaged in transit?
Please carefully inspect your order upon receipt. We hope that you are more than satisfied with your order, however in the unlikely event that your order is delivered faulty, please photograph the issue and the packaging and inform the returns team by 5pm the next working day by telephone on 01707 273747 or by email to [email protected].
How do you process fault claims?
You will be asked to email a picture of the fault for assessment. If deemed faulty, collection will be promptly arranged. Please ensure the order is re-packaged to prevent any further damage in transit. Any action or replacements will be at the discretion of Sim Imaging.
Do I have to pay for the delivery on returned items?
We are able to arrange a courier to come and collect the majority of large items for investigation, and if the problem has occurred during manufacture then we will of course cover these costs for you. The courier option is also available to book at cost when returning items for personal changes or alterations.
Do you charge VAT for Books & Albums?
No, all of our Albums and Books are zero VAT rated, excluding the Spiral Bound Proof Book only. If there is VAT being charged on your item, this could be a USB or a box that comes with the book or album as an additional item at the checkout.
Are you Environmentally friendly?
As a growing company, it is our aim to work with responsible suppliers who are actively reducing their waste & CO2 emissions and offer more environmentally friendly products.
All our papers are FSC approved (Forest Stewardship Council). The FSC is an independent body advocating the responsible management of the planet's forests. All Sim Imaging products are printed on FSC certified paper, meaning we meet the council's strict requirements for sustainable printing. You can therefore purchase our products knowing that you're doing right by the environment and working with a conscious company with a sustainable future.
Wherever possible, waste at Sim Imaging is recycled. We use an independent waste management company that specialises in waste paper and cardboard. Our recycled waste will end up as newsprint, cardboard packaging and tissue, and is often repackaged and resold as recycled material.
Sim Imaging’s packaging cartons are made from a minimum of 75% recycled material and are fully recyclable. Those of you who already buy from us may be aware that we recycle much of the cardboard packaging we receive in deliveries by shredding cardboard to reuse as gaps-filler in the dispatch boxes.
Parcels sent by air use up to 8 times more fuel due to the consumption of the aircraft, so wherever possible, parcels are transported by road, even outside of the UK.