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Help Center

COVID-19

We’re still producing and delivering, so you can continue to create and order with Resnap. We're taking every precaution necessary to protect our staff, and will carry on working to the same high standard you expect from Resnap.
Extra production days: Please allow a 3-4 working day delay. Thank you for your understanding. You'll find more information in the FAQ's, below.

FIND ANSWERS

Frequently Asked Questions

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    Which countries do you deliver to?

    We deliver our products worldwide, excluding the following countries:

    Afghanistan, Algeria, Bonair, Channel Island, East Timor, Ghana, Iraq, Islamic Republic of Iran, Korea (Democratic People's Republic), Montenegro, Myanmar, Netherlands Antilles, Nigeria, Palestine, Serbia, South Sudan, Syrian Arab Republic, Western Sahara, Yemen and Zaire.
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    What are the delivery times?

    Please allow a 3-4 working day delay.

    Estimated delivery (without delay):
    United States: 8-10 work days
    Canada, Australia, New Zealand: 9-13 work days
    Netherlands & Belgium: 5-6 work days
    Europe: 5-10 work days
    Rest of world: 9-13 work days

    Important update March, 31:
    Flights to New Zealand are limited to once per week: Additional transit time up to 7 days.

    Please note: Delivery time includes production time.

    You’ll receive an email when your order is shipped, including tracking information (available for orders to US, Canada, Australia, New Zealand, UK, Netherlands, Belgium, France, Norway and Germany).

    You can find more information about the delivery of your order in your account.
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    Do you deliver to PO boxes, APO addresses or Parcel Lockers?

    PO Box addresses: We only ship to PO Box addresses in a few countries (US, CA, AU, NZ, UK, NL, NO, SE).
    APO addresses: We only ship to APO addresses in a few countries (US, CA, AU, NZ, UK, NL, NO, SE).
    Parcel Lockers: Unfortunately, we are unable to deliver to Parcel Lockers.

    Please note: If you have ordered with us before and the photo book has been shipped to the same PO Box without issues, you can use the same address.
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    How do I pay for my photo book?

    1. As soon as you are happy with the photo book you created, you can click on the blue "Next" button at the bottom of the screen. A pop-up appears where you can configure your book:
    - Size: Select the size of the book.
    - Paper type: Upgrade your photo book with the extra options Premium Glossy Paper and Deluxe Layflat Pages.
    - Remove logo: You can choose to remove the Resnap logo from the back cover.
    2. After choosing the options for your photo book, you can click on the blue button "Secure checkout".
    3. Fill in the billing and shipping address and click on the blue button "Secure payment".
    4. Select the payment method you want to use and follow the instructions on your screen to finish your payment.

    How do I use a coupon code?
    Enter your coupon code in the checkout before selecting your payment method. You’ll see a place to fill in your code above the price summary. If you have trouble using your code, please contact customer service before placing your order.

    What payment methods do you accept?
    You can pay with Visa, American Express, MasterCard, Maestro, PayPal and iDEAL. As soon as your payment is received we will start printing your photo book.

    Trouble ordering?
    This can have multiple causes. We kindly ask you to try the following solutions one by one.
    1. Check your internet connection and use a cable if possible.
    2. Check if you have set a standard browser. We recommend using Google Chrome.
    3. Clear your browser cookies. Close your browser and reopen your account.
    Should the issue remain unresolved, please contact customer service.
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    What is your return and refund policy?

    We want you to love your photo book. If for any reason you’re not completely happy with your order, please get in touch and we’ll do everything we can to make it right. Please contact us at support@resnap.com within 14 days of receiving your photo book. Based on your situation, we will either reprint your photo book or if necessary, offer you a full refund.
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    What payment methods do you accept?

    You can pay with Visa, American Express, MasterCard, Maestro, PayPal and iDEAL. As soon as your payment is received we will start printing your photo book.
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    Will my social photo book include comments posted on my wall or photos?

    We only include your photos in your book. You can easily add text like dates or comments yourself using the photo book editor options.
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    What photos are used in my book from Facebook or Instagram?

    We include photos you’ve posted on your Facebook or Instagram in your book. We don’t include photos you’ve been tagged in by friends or that friends have shared with you.
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    How can I edit my photo book?

    Edit photos:
    1. Open your photo book.
    2. Click on the page you want to edit. The page will enlarge.
    3. Click on the photo you want to edit. A pop-up will show.
    4. You can edit the following:
    - Crop: Simply drag the photo around in the placeholder.
    - Rotate: Click on the circle arrow at the bottom of the photo.
    - Add / Change text: Edit the text that is placed at the bottom of the photo.

    Edit pages:
    1. Open your photo book.
    2. Click on the page you want to edit. The page will enlarge.
    3. You can edit the following:
    - Add photo: Add an additional photo to the page. This will automatically change the layout of the page.
    - Change layout: Here you can choose from a few applicable layouts. You can also adjust the layout by dragging the slider between photos to the desired position.

    Edit cover:
    Editing the cover works the same as the other pages. See the instructions above.
    Please note: The very first singular page is the front cover. The last singular page is the back.

    Edit background color:
    1. Open your photo book.
    2. Click on "Options" at the bottom of the screen. An option column will appear on the right.
    3. Click on "Page color". You can choose either black or white.
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    I can't log into my account, what can I do?

    Doesn't recognize your email address?
    Perhaps you've come through to us via Facebook. In that case, try to log in with your Facebook account.
    If that doesn't solve the problem, please delete the cookies and caches of your browser. After that, refresh the page and try again.

    How can I change or request my account password?
    Email account: Go to "Log in" in the top right corner of the page. Then click "Forgot password?" Enter your email address and we'll send you a password reset link. If this doesn’t work for you, please contact customer service.
    Facebook account: If you wish to request a new password, this can only be done via Facebook itself.
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    How can I change my delivery address?

    Use the pencil icon next to your delivery address in the checkout.

    Already placed your order?
    If you've already ordered and need to change your address, please contact our customer service.
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    What does COVID-19 mean for Resnap?

    1. Can I still order my photo book?
    Yes, you can still order. We remain open for business.

    2. Are you still producing?
    Yes, we're still producing and shipping your photo books. We'll monitor the situation closely and follow the guidance of the governmental authorities. Please check our help center regularly to see if there are any changes to this.

    3. When can I receive my product?
    Please allow a 3-4 working-day delay.

    Flights to New Zealand are limited to once per week: Additional transit time up to 7 days.

    Please check our help center regularly to see if there are any changes to this.

    4. Is it safe for your employees to still work?
    We follow and adhere to the local guidelines of the governmental authorities to ensure we have a safe environment for all of our employees.

    5. Can I still contact you?
    Yes, you can still contact us through our regular channels. We remain open for business.
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