Need help? We’re here for you!
📧 By email: lisa@souvence.com – We respond within 24 to 48 hours.
Photobooks
What is the quality of printing and materials used?
We work with world-renowned printers to ensure the best quality.
- Elegant hardcover for a premium finish.
- Premium 170g/m² satin-finish paper that enhances every photo. 📷🔥
- Vibrant colors, sharp details, an incredible look! In short, the perfect showcase for your memories. 💖
Can I personalize my album with text or images?
You have full control: add as many photos and texts as you want, arrange them as you like… It’s YOUR story, tell it your way! ✨
Will my photos be suitable for printing?
The higher the quality of your photo, the sharper the print will be. Be careful with blurry or low-resolution images.
They will appear the same when printed. For the best results, choose high-definition photos.
How many photos can the album hold?
The photobooks goes from 24 pages up to over 150 pages, and you can also place multiple photos on each page. So you could add as few as 24 photos or as many as 500 pictures ! ;)
Can I get help with creating my album?
Our tool is designed to be super simple and intuitive, so you can create your album with total ease! 🎨✨ But if you need help or have an amazing idea to share, we’re here for you. 📩 Write to us at hello@souvence.com, we love improving your experience! 💡
Shipping & Returns
What are the production and delivery times?
We know you’re excited to hold your album in your hands! Production takes 1 to 4 days, then it’s shipped to you. On average, expect up to 14 days to receive your precious memory.
What are the shipping costs?
No hidden surprises! Shipping fees are automatically calculated at checkout based on your delivery address.
Do you ship internationally?
Of course! 🌍 No matter where you are, we deliver worldwide.
How can I track my order?
You can track your order on this page by entering your order number, which you received in your confirmation email. You’ll see every step, from printing to delivery. 📦🔍
What if my package is lost or delayed?
- If your package is marked as delivered but you haven’t received it, contact us at hello@souvence.com so we can find a quick solution.
- If you haven’t received anything 14 days after your order, send us an email at hello@souvence.com. We’ll reply within 24 hours to resolve the issue as soon as possible.
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?
Each album is unique and made just for you, so we cannot accept returns. However, if your album has a defect, email us at hello@souvence.com with photos, and we’ll send you a new one! ✨
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
Will I have to pay customs fees for my order?
No, no customs fees apply.
Purchase
How do I place an order?
It’s super simple!
- Go to our website, choose your destination, and unleash your creativity: add your best photos, text, and play around with layouts…
- Once your album is perfect, place your order and receive it within 14 days!
Can I modify my order after placing it?
We’d love to, but once your order is confirmed, it goes straight into production! 🏃♂️ So make sure everything is perfect before you confirm.
Can I cancel my order?
Yes, but only if printing hasn’t started yet! ⏳ Contact us quickly at hello@souvence.com and we’ll get back to you within 24 hours to see what we can do.
What if I made a mistake in my address or product selection?
Oups! 😬 No worries. Send us an email at hello@souvence.com with the necessary corrections. If production hasn’t started yet, we’ll make the changes for you!
I didn’t receive my confirmation email, what should I do?
First, check your spam folder or search for “Souvence” in your inbox. Still nothing? No stress
Just email us at hello@souvence.com, and we’ll sort it out together.
Can I order multiple albums at once?
Of course! 🎊 Order as many as you like and share your memories with everyone who lived those magical moments with you.
What if I made a mistake in my address or product selection?
Oups! 😬 No worries. Send us an email at hello@souvence.com with the necessary corrections. If production hasn’t started yet, we’ll make the changes for you!
Payment
What payment methods do you accept?
You have options! We accept credit cards, PayPal, Apple Pay, and other methods depending on your country. All payments are processed on a 100% secure, encrypted page to protect your transactions. 🔒
Do you offer installment payments?
Not yet, but it’s coming soon! ⏳ If this option is important to you, let us know at hello@souvence.com
We love hearing your suggestions. 💡
Do you provide invoices for businesses?
Yes, of course! 📄 If you need an invoice, just email us at hello@souvence.com, and we’ll send it to you quickly.
Is my payment information secure?
100% secure, zero stress! 🔒 All your data is processed through an encrypted platform, ensuring total protection of your transactions.
When will I be charged?
As soon as your order is confirmed. No surprises. Everything happens instantly. ✅
Can I order multiple albums at once?
Of course! 🎊 Order as many as you like and share your memories with everyone who lived those magical moments with you.
In what currency will my order be billed?
Your order is billed in your local currency based on your payment method. Example: In the US, in dollars 🇺🇸. No worries, it’s all automatic!
What if my payment is declined?
Don’t panic! ✋ First, check that your card or account has sufficient funds. If everything looks fine but the payment still won’t go through, contact us at hello@souvence.com, and we’ll help you within 24 hours. 🔍