Need help? We’re here for you!
We’re still on an adventure, testing different printers to bring you the best possible quality.
If something isn’t perfect, let us know!
Your feedback is precious, and every comment helps us improve.
Contact us
By mail : lisa@souvence.com – Available Monday to Saturday, from 9 AM to 6 PM (CET - Central European Time).
The answer to your question might be here
How can I track my order?
Super easy! Just head over to our tracking page and enter your order number (sent to you by email after purchase). You’ll be able to track every step, from printing to delivery! 🚚✨
Can I modify my pages after placing my order?
Once your order is confirmed, it goes straight to printing. 📸✨ Unfortunately, modifications are not possible. Make sure everything is perfect before checking out!
My photobook has a printing defect
My album has a printing defect
My printed photo looks blurry or pixelated. What should I do?
The print quality depends on your image resolution. 📷💡 If a photo looks blurry or pixelated on screen, it will appear the same once printed. For the best results, use high-resolution images.
Need help? We’re here for you!
What if my package is lost or delayed?
No worries, we’ll figure it out together! 💪
- Marked as delivered but nothing in sight? Contact us at hello@souvence.com, and we’ll help locate it.
- Still nothing after 14 days? Send us an email, and we’ll sort it out within 24 hours.
What if my album arrives damaged or has a defect?
Oh no, that shouldn’t happen! 😢 But if your album has an issue, send us a photo and a description at hello@souvence.com. According to our replacement policy, if the album is defective upon arrival, we’ll send you a new one for free.
How can I return an album?
Since each album is custom-made just for you, we can’t accept returns. But if there’s a defect, we’ll send you a new one at no cost! 💖
What is your refund policy?
If your album has a manufacturing defect that is our responsibility, we will send you a new one or issue a refund. Contact us at hello@souvence.com
Your satisfaction is our priority! 😊