Terms & Conditions

• Once an online order is confirmed by the customer, refunds or returns are not applicable to any transactions.

• The Refund / Return Policy is not applicable to Online Printing and Services, Fotomax Imaging Disk, Personalized Products, Home Décor Products, Professional Photofinishing Services, Conversion Services, Photobook, Heartwarming Stamps Services, and DocuXpress Services.

• FOTOMAX “TOTAL SATISFACTION GUARANTEE”: If you are not completely satisfied with your photos, please bring them and the e-receipt to any Fotomax outlet within 10 days (from the pick-up date) for reprinting. Delivery charges cannot be refunded under any circumstances.

• Our services will not produce orders if the files contain:

• Any threatening, indecent, obscene, pornographic, or profane material, or any other material that could give rise to any civil or criminal liability under applicable law.
• Any material that could infringe on the rights of privacy, publicity, or copyrights without the permission of the owner of these rights and the persons (or their parents or legal guardians, where applicable) who are shown in the material.
• Any material sent from an anonymous or false address.

• Offer cannot be used in conjunction with other promotional offers, discounts, or cash coupons.
• All prices are indicated and charged in Hong Kong dollars ("HKD").
• Please refer to the link below for more details about the Terms and Conditions https://www.fotomax.com/zh-hk/content/terms-and-conditions

2.1 How to order photo?

Please enter homepage first, then click "Photo Printing" and select the services including, “Next Day Pick up” and “Same Day Pick up”. Read and agree the Terms & Conditions, Click “Continue”, then, upload the images that you want to print.

Fill in the print size and quantity. You can also select printing all the images with the same size and quantity by using the tool box at the top, then click "Add to Cart". To delete any single image, just click the "Delete" button below each image.

Coupon Holder is required “Input Coupon Code” and “Redeem” once order is placed to shopping cart. Then select “Guest Checkout” or “Member Checkout” and fill in the Customer Information.

Select Shipping Method:

(i) Select Fotomax, and then choose the designated outlet. (Please check the opening hours of your selected outlet)

(ii) Select Local Express / International Mailing Services and fill in the mailing details.

Fill in customer's and recipient's information. If you choose mailing service, please fill in the mailing details.

Confirm all the order information and click "Pay" to proceed to payment.

Click "Continue" to go to the secured payment platform of "PayDollar (Hong Kong) Ltd." and proceed with credit payment. Once you’ve chosen to pay by credit card, you will be transferred to the security payment page where all your card information will be encrypted by the SSL (Secure Socket Layer) system, therefore your card information will not be processed or saved through our company server.

Learn more about Visa Secure: https://www.visa.com.hk/en_HK/pay-with-visa/featured-technologies/visa-secure.html

Learn more about MasterCard SecureCode: https://www.mastercard.com.hk/en-hk/merchants/safety-security/securecode.html

After order confirmation, an e-receipt will be sent to your submitted email address. Order details including pick-up time and outlet and order information will be listed in the e-receipt. Please keep the e-receipt for order reference. Besides, we suggest you to print the e-receipt out and bring along with you for order pick-up.

2.2 What is the minimum resolution required for printing photos?

Photo quality is in proportion to the resolution of image file. It is important to ensure that the image file reaches the min. resolution for printing the photo size required. Please refer to the resolution table below for minimum printing quality recommendation.

Product	Image Size (Inch)	The Best Resolution (Pixels)	Minimum Resolution (Pixels)
1.5"x2" ID Sticker 8 pcs	1.5 x 2	450 x 600	270 x 360
2R	2.5 x 3.5	750 x 1050	450 x 630
3R	3.5 x 5	1050 x 1500	630 x 900
4R	4 x 6	1200 x 1800	720 x 1080
4D (4.5"x6")	4.5 x 6	1350 x 1800	810 x 1080
5R	5 x 7	1500 x 2100	900 x 1260
6R	6 x 8	1800 x 2400	1080 x 1440
8R	8 x 10	2400 x 3000	1440x 1800
8F	8 x 12	2400 x 3600	1440 x 2160

 

What kind of image file I can upload?

Only the JPG format is accepted by our website. Thus, please make sure if your image file is in JPG (RGB) format before upload. The maximum resolution required for printing photos: each image is up to 16MB and within 8000x8000 pixels.

 

2.3 Is there any minimum order quantity?

There is no minimum requirement on printing quantity. Yet, all printing orders must be of HK$20 or above.

 

2.4 Photo Cropping of Print from Digital Media 

Most digital cameras capture images in the ratio of 4:3. If we print these digital images on traditional photo paper which is in the radio of 3:2, there will be cropping of the images. Customer can choose one of the following ways to print the photos out.

Learn more: https://apps.fotomax.com/api/v1/cms/files/about-us/cropping.jpg

Fill-In: Fully cover the photo paper with the digital images. However, the upper and lower part of the images will be cropped away.

Fit-In: Print the whole digital image on the photo paper.

Direct Out: If you do not need our adjustment of color and contrast for your digital file, please select "Direct Out". However, please note that the color and contrast of digital file view on monitor may not be the same as that printed on photo paper.

 

2.5 When can the order be pick-up?

Production Lead-time (Excluding Matt photo paper and image items):

Order Time		Earliest Pick-up Time
Fotomax	Before 0:00 midnight	3:00 pm, next working day e.g. order on 1 Nov at 11:45pm, pickup on 2 Nov at 3:00pm
	After 0:00 midnight	3:00 pm, next working day e.g. order on 1 Nov at 2:30am, pickup on 2 Nov at 3:00pm
Local Express / Int'l Mailing Services	Before 0:00 midnight	Send out after next working day
	After 0:00 midnight	Send out after follow of next working day

** 2 working days is required for Matt photo paper (2R – 6R) online printing.

Production Lead-time of image items:

• If the order includes photos, documents, image items at the same time, the earliest pickup date will be determined by the product which will be completed at the latest; or customer can chose "Different pickup date", the order product will display different pickup dates separately.
• Please refer the e-receipt of the actual pickup date
• In case the next day of order date is a non-business day of the selected shop, pick up date will be deferred to next business day.

 

2.6 How to pickup the order?

Customer can pick up your order at any Fotomax outlet or Local Express / Int'l Mailing Services. If you choose to pick up at Fotomax outlet, you can also have someone to pick up the order for you. For self-pick-up, we suggest you to:

• Print and bring along the e-receipt to the selected outlet and, present to shop staff for pick up verification. Or,
• Provide the customer name, contact phone number and order number for verification. After checking the orders, just sign at the delivery note and it is done.

Purchase 20 items or more prints of 3R/4R digital photo printing services will receive a FREE selected size Album. Offer valid while stocks last.

Please refer Fotomax shop detail address, phone number and opening hours. (https://www.fotomax.com/en-us/store-map)

 

2.7 How to redeem online coupon?

Step 1: Coupon Holder required to visit related redemption product, then select "Personalized" to complete the design, and place the item to shopping cart.

Step 2: Input coupon code and select “Redeem”. The price will be updated and calculated the correct amount.

Remarks: For redemption of "LaiSee" and "YearAlbum", redemption required to be one of a time, if customer wishes to complete multiple designs, please separate different orders.

 

2.8 Price List of online printing

Product	Next Day Pick up	Same day Pick up
1.5"x2" ID Sticker 8 pcs	$100	$100
1.5"x2" ID Sticker 16 pcs	$160.0	$160.0
2R	$6.0	$6.0
3R	$2.5 #	$4.0
4R	$3.0 #	$5.0
4D (4.5” x 6”)	$3.0 #	$5.0
5R	$12.0	$12.0
6R	$15.0	$15.0
8F	$25.0	$25.0
8R	$20.0	$20.0

 

# Special offer for Pay Online and Next Day Pick up only; If customers submit online photo order after 12:00 mid-night, and pick up photos on the same day, an additional fee for each photo will be charged.

※The minimum spending for online photo printing is HK$20. Some online photo printing services support combined payment.

※※Related Information: Photo Cropping (https://apps.fotomax.com/api/v1/cms/files/about-us/cropping.jpg)

 

FOTOGRAM LIFESTYLE PHOTO	PRICE FOR 89mm	PRICE FOR102mm
Fashion	$4.0	$5.0
Classic	$4.0	$5.0
Trendy	$4.0	$5.0
Stylish	$4.0	$5.0

 ***FOTOGRAM: Only apply to square photo (ratio 1:1)

 

Next Day Pick Up

Earliest Pick-Up Time:

1. Customer can pick up the order at selected shop earliest at 3:00 p.m. on the next day after completion of online payment.
2. Order cut-off time for “Next Day Pick Up” service is 23:59 every day. Order date for order placed after 12:00 mid-night will be updated to next day and pick up date will be updated to the next day of the order date accordingly.
3. In case the next day of order date is a non-business day of the selected shop, pick up date will be deferred to 3:00 p.m. of the next business day.
4. Service charge for “Next Day Pick Up” online printing service will be based on photo printing charge of website.

Upload Methods:

Print photo by uploading directly through your computer. Also available for Google Photos, Google Drive, uHub Plus, Dropbox or Local Upload.

※ Minimum Charge is $20 and Web shopping cart supported multiple sub-orders

Remarks:

1. Provided Services:
   • Glossy Photo Paper: 2R, 3R, 4R, 4D, 5R, 6R, ID Sticker Photo (1.5"x2") (8pcs/16pcs)
   • Matte Photo:：4R, 4D, 6R, 8R, 8F
2. Shop D&P promotion are not applicable to Online Printing Services.
3. Only Fotogram square photo can be selected for square image (ratio 1:1). Traditional photo size is not available (2R, 3R, 4R, 4D, 6R, 8R, 8F).
4. Max. 300 images per upload and max. 16MB per image and within 8000x8000 pixels.
5. All uploaded images will be compressed without affecting output quality..
6. Each order can be divided into several sub-order. Max. upload 1600MB per sub-order

 

Same day Pick Up

Earliest Pick-Up Time:

1. Customer can pick up the order at selected shop in as short as 2 hours after completion of online payment.
2. Earliest pick up time is 2 hours after the business hour of selected shop starts.
3. Order cut-off time for “Same Day Pick Up” service is 2.5 hours before the business hour of selected shop ends.
4. Shops available for “Same Day Pick Up” service will be shown on website when customer use this service.
5. Service charge for “Same Day Pick Up” online printing service will be based on photo printing charge of selected shop.

Upload Methods:

Print photo by uploading directly through your computer. Also available for Google Photos, Google Drive, uHub Plus, Dropbox or Local Upload.

※ Minimum Charge is $20 for each transaction

Remarks:

1. Provided Services:
   • Glossy Photo Paper: 2R, 3R, 4R, 4D, 5R, 6R, ID Sticker Photo (1.5"x2") (8pcs/16pcs)
2. Shop D&P promotion are not applicable to Online Printing Services.
3. Only Fotogram square photo can be selected for square image (ratio 1:1). Traditional photo size is not available (2R, 3R, 4R, 4D, 6R, 8R, 8F).
4. Max. 50-300 images per upload, depending on the selected shop. and max. 16MB per image and within 8000x8000 pixels.
5. All uploaded images will be compressed without affecting output quality.
6. Each order can be divided into several sub-order. Max. upload 1600MB per sub-order

 

 

High quality Fuji Xerox document print out in both color and B&W up to the size of A3, available for pick up after 2 hours (ordered before 4pm) at any Fotomax shops. (based on online payment completed)

Upload Methods: Document by uploading directly through your computer. Also available for Dropbox, Google Drive, uHub plus

You can print your document (e.g. GMAIL, YAHOO, HOTMAIL) by download to your local computer and print by us. 

Remarks:
Document Printing Support File format: PDF, DOC, DOCX, PPT, PPTX

 

Size per page	1-49 Pages
A4 B&W Output	HK$6.0
A3 B&W Output	HK$8.0
A4 Color Output	HK$8.0
A3 Color Output	HK$10.0

 

* Service charge for document file output service is calculated on the actual page number printed. However, additional charge will be added to per page printed for using “multiple pages per page” function. 

Size	Additional Charge For "Multiple Pages Per Page"
A4 B&W	$2.0/page
A3 B&W	$2.8/page
A4 Color	$2.5/page
A3 Color	$4.0/page

 

Online Document Printing

Order Time	Earliest Pick-Up Time
Before 4:00 pm	After 2 hours at selected shop
After 4:00 pm	After 2 hours of new business day at selected shop

 

5.1 What is website DIY system requirement?

System Requirement: For optimal viewing, suggested to use any of these browsers on your computer: Google Chrome, Mozilla Firefox; On your mobile device is compatible with all modern mobile web browsers, including Safari on Apple iOS and Chrome for Mobile on Google Android; We do not support in-app browsers. Please copy the URL and open it in a web browser.

 

5.2 Do I need to register as an online member before placing an order for Photobooks and other gift items on this website?

Registration as a member is not required for the ordering of calendars and other gift items on our website. However, to purchase Photobooks, customers must register as a member before placing an order.

 

5.3 Is it possible to order other gift items on this website?

There are a variety of image / text gifts / merchandise products that are available for online purchase, including Digital Printing Photobooks, Photo Paper Photobooks, HOME DÉCOR, Festival Products, Calendars, Homeware, Drinkware, Stickers, Greeting Cards, Stationery, Posters, Banners, Anti-epidemic products, and other items.

We shall regularly update our online product catalogue, so please refer to our menu bar for our latest offerings.

 

5.4 What styles of paper and gift items are available for ordering on this website?

We offer not only our in-house designs, but also Bella's Design Gallery for paper and gift items. You can select your favorite designs by clicking on the menu bar.

 

5.5 How long does it take to order paper and gift items?

The order production time for each item will be displayed on the product page in working days. After completing your purchase, the system will generate the earliest pick-up or shipping date.

 

5.6 I am not sure how to order paper and gift items. Is there an instruction manual available on the website?

Designing paper and gift items by DIY is simple and easy. We also provide tutorials on ordering Photobooks and calendar clips.

 

5.7 Can I temporarily save unfinished paper and gift item or calendar designs?

We have linked up with Google Drive, Google Photos, Dropbox, and uHub Plus online albums. Simply follow the instructions on the webpage, log in, and authorize the use of the contents of your online album. For registered users, you can also use your album to add images to your designs.

 

5.8 Can I temporarily save unfinished Paper & Gift Item or Calendar design?

You can save your unfinished calendar design via the "My Project" feature, which is only available to Fotomax login members.

 

5.9 Can I  reorder or continue completing a Paper or Gift Item design that I have previously finished?

You can continue to complete or reorder your calendar via the "My Project" feature. However, please ensure that you have saved your project before adding it to your shopping cart, and be sure to rename each project to avoid overwriting previous projects.

 

5.10 My images look pale. Can they be adjusted during printing, like adjusting brightness and color when printing photos?

We are sorry, but we cannot adjust the brightness and color of your images since designed image files are composed to be a single image, which cannot be adjusted. We recommend that you modify your images with image editing software before personalizing them online. Images will not be adjusted during the printing process.

 

5.11 What file format should I upload for online calendar ordering?

Online calendar ordering supports JPG (sRGB) image files.

 

5.12 Can I upload my own graphic design?

Yes, most of our DIY interfaces allow you to upload your own graphic designs, except for the Cartoon Frame product.

 

5.13 Can I add text to my designs? Does it support Chinese fonts?

Any font that is installed on our server, including Chinese and English fonts, can be supported.

 

5.14 Can I request a refund or return?

Once an online order is confirmed by the customer, refunds or returns are not applicable to any transactions.

 

5.15 Promotion Offers

Offers cannot be used in conjunction with other Shop D&P promotions, discounts, or cash coupons.

 

5.16 Merchandise products (Accessories)

Our Refund and Return Policy is not applicable to merchandise products. However, should you receive a faulty or defective product, please bring the product with full packaging/ accessories and your receipt to any Fotomax shop within 10 days of receipt and we will exchange the faulty item with a new replacement item of the same model, with the exception of printer ink cartridge and Octopus products. In the case of faulty printer ink cartridge and Octopus products, customers should contact the manufacturer directly.

6.1 What are the benefits of joining the Fotomax Member program and spending at Fotomax shops or website?

• We offer two memberships plans for our valued customers: FOTOMAX Membership (Free) and FOTOMAX PLUS Membership (Paid). By joining the FOTOMAX PLUS Membership, you can enjoy a range of exclusive benefits and upgraded services, including a welcome package, birthday privileges, surprise discounts, exclusive product promotions, additional point rewards, and a prestigious upgrade experience. Allow us to provide you with comprehensive benefits and thoughtful service!
• As a Fotomax Member, you are entitled to participate in our Membership Points Program for spending at Fotomax shops or on our website. According to our bonus scheme, you can redeem products directly or use bonus points as payment to enjoy our latest offer.
   

6.1.1 How to Become a Fotomax Membership (Free)?

• Go to the Fotomax website and registration on the "Become A Member" page.
• Provide your basic information with phone number and email address.
• Setup the password with include UPPERCASE, lowercase and numeric characters with minimum length of 8.
• Agree the membership terms and conditions.
• Complete the phone number and email verification to activate your account and start accessing member benefits.
   

6.1.2 How to Join FOTOMAX PLUS Membership (Paid)

• Visit the FOTOMAX website and go to the "Membership Login" page. Log into your account using your email or phone number and password.
• Click on "Membership" and select "Upgrade Membership," then complete the payment process.
• The FOTOMAX PLUS membership is valid for one year.
• Welcome gifts will be available within 5-10 minutes and can be viewed and used in the "Coupons and Gift Vouchers" section of "My Account."
   

6.2 How to Use the Welcome Gifts and Coupons within FOTOMAX PLUS Membership

Log into the FOTOMAX website and go to "My Account," then click on "Coupons and Gift Vouchers."
 

6.2.1 Coupon (Applicable to Website):

• Click "Details" to view the terms and codes of the coupon.
• Click "Use" to go directly to the related product page and use the coupon immediately.
• This coupon can be redeemed for specified products on the FOTOMAX website within its validity period; it will be invalid after expiration.
   

6.2.2 Coupon (Applicable to Shop):

• Click "Details" to view the terms and codes of the coupon.
• Within the validity period, holders can present the code to the staff in any FOTOMAX or FOTOMETA store in Hong Kong to redeem specified products; it will be invalid after expiration.
   

6.2.3 Terms and Conditions for E-Gift Vouchers:

• If you have any questions, please contact customer service at: (852) 3189 1648 or visit the "Customer Service Contact" Page.
  Holders must redeem specified products in FOTOMAX or FOTOMETA stores/websites within the validity period; it will become invalid after expiration.
• E-gift vouchers cannot be exchanged for cash or other value vouchers, and will be void after use; lost vouchers will not be reissued.
• FOTOMAX is not responsible for any loss or damage due to fraud or illegal use of e-gift vouchers.
• In case of any disputes, FOTOMAX reserves the right of final decision and to change the terms without prior notice.
   

6.3 "Membership Points" Scheme

• The Bonus Point Redemption Program is calculated on net spending for each transaction, excluding any decimal point.
• The program is applicable to online printing services, photofinishing, digital imaging services, professional services, and merchandise.
• For every $1 spent on online printing services, photofinishing, digital imaging services, and professional services, 5 bonus points will be awarded. For every $1 spent on merchandise, 1 bonus point will be awarded.
• Cumulative points can be used to redeem selected services or products for free or at a special redemption price at Fotomax shops and website.
• All points will be deducted when using points to exchange services or products at the shop, and the remaining amount can be paid by other payment means.
• Members are required to enter a 4-digit PIN code for redemption. The PIN code can be customized in the member's account under "My Account" > "Profile".
• Bonus points have no monetary value and cannot be exchanged or redeemed for cash or other electronic value (such as value stored on the Octopus card).
• Each member is allowed one membership account only, and points cannot be used jointly with other members.
• The expiry date for bonus points is March 31 and September 30 of each year. All points will expire and be deleted after 11pm on the due date. (For example, bonus points earned from April 1 to September 30 will expire on March 31 of the following year, while bonus points earned from October 1 to March 31 will expire on September 30 of the following year.)
• Fotomax reserves the right to change the terms and conditions of the program without prior notice to customers.

 

7.1 PHOTO FINISHING SERVICES

If you are not completely satisfied with your photos for whatever reasons, return them to us and we will offer (i) Photo Reprint, or (ii) Photo Return.

• (i) Photo Reprint:
  Simply bring your photos, negatives/digital files and order bag to any Fotomax outlet within 10 days.
• (ii) Photo Return:
  Simply bring your receipt along with the photos and order bag to the same Fotomax outlet within 10 days, we will issue a "Fotomax Cash Voucher" in the same amount of photos returned.
• FOTOMAX “TOTAL SATISFACTION GUARANTEE” is applicable only to the Hong Kong region.
• Refund / Return Policy is not applicable to:
  Online Printing and Services, Fotomax Imaging Disk, Personalized Products, Home Décor Products, Professional Photofinishing Services, Conversion Services, Photobook, Heartwarming Stamps Services and DocuXpress Services are not applicable to Refund / Return Policy.

7.2 CAMERA

Goods Exchange: For camera purchased with quality problem, bring the camera with full packaging and your receipt to the same Fotomax outlet within 10 days and we will exchange for you with a new one of the same model (subject to stock availability). Other than quality issue, Return Policy is not applicable to these products.

7.3 OTHER PRODUCTS

Goods Exchange: For product purchased with quality problem, bring the product with full packaging/ accessories and your receipt to any Fotomax outlet within 10 days and we will exchange for you with a new one of the same model (subject to stock availability), with the exception of printer ink cartridge and Octopus products. The mentioned products must be returned to vendors by customer for checking and vendors will be responsible for goods exchange directly.

7.4 Can I request a refund or return?

Once an online order is confirmed by the customer, refunds or returns are not applicable to any transactions.

 

Remarks:

1. Each transaction can enjoy return service once.
2. Bonus points equivalent to points earned for the amount refunded will be deducted from Fotomax Privilege Club member's account in case of refund/ return.
3. The effective date for the "Fotomax Cash Voucher" will last for three months starting from the date of return.
4. In the event of dispute, the decisions of Fotomax shall be final.

9.1 Can I authorize someone to pick up my order at a designated store? (Shop Pickup)

Yes, customers can provide the information of their friends or relatives in the "Customer Information" section of the shopping cart, and they will receive a copy of the electronic receipt. The recipient can print out the e-receipt and present it at the designated store to pick up the order. Alternatively, the customer can print out a copy of the electronic receipt and give it to their friends or relatives to pick up the order at the designated store.

 

9.2 Is it possible to change the pick-up location for an order at a store? (Shop Pickup)

Once an order is confirmed, it is not possible to change the pick-up location as the processing of the order at the designated store begins immediately. Therefore, we kindly request customers to verify the pick-up location before confirming their order.

 

9.3 What should I do if I am unable to collect my order on the designated pick-up date?

Customers can pick up their orders at the designated store within three months of receiving the electronic receipt. If the customer fails to pick up the order within three months from the "Earliest Pick-up Date", Fotomax may handle the product at its discretion without prior notice.

 

9.4 Mailing Services: Local Express / International Mail Delivery

We are pleased to offer our customers mailing services for both Local Express and International Mail Delivery. For international mail delivery, we also provide HongKong Post - Registered Mail service to ensure the secure delivery of the ordered products. We are committed to providing a safe and reliable service to our valued customers.

 

9.5 Collecting online products from store

When collecting online products from the store, please just present the QR Code to our staff for verification and pick-up procedures, for a quick and convenient process..

 

9.6 How can I pick up my order from EF Locker?

1. Upon the arrival of your package at the designated EF Locker, you will receive a notification via SMS or SFHK APP pick up notification informing you of the package's arrival.
2. Please follow the instructions provided in the SMS or APP pick up notification to proceed to the designated EF Locker. On the EF Locker screen, enter the pickup number you received or scan the barcode, then press the "Open Door" button.
3. The door will automatically open, and you can retrieve your package.
4. Here are the steps to collect your package from a EF Locker:https://htm.sf-express.com/hk/tc/other_services/intelligent_cabinet/user_guide/
5. If you have any questions or encounter any difficulties, please contact "SF Express" customer service hotline at +852 2730 0273.