Help / FAQ
FAQ
I am unable to log in with my username and password
On the login page, you can use the "Forgot your password? "function to reset your password.
If you do not receive our registration confirmation email or a forgotten password, please check your email for spam or junk mail.
For more information, you can consult the My Account section in our Help.
If the problem persists, contact us through the contact form or by email at serviceclient@pictoonline.fr.
What kind of paper or media should I use?
When choosing your paper or media on Picto Online, we offer various pictures and descriptions aimed to help you in making your choice according to your preferences and constraints.
The rendition of a print on a screen being very hard to adequately reproduce, nothing is better than being able to see and touch your prints “in real life”. This is why we offer sample catalogues of each of our media and papers in the section “Shop”.
We also invite you to come to our office at Picto Bastille 53bis rue de la Roquette 75011 Paris, where it will be our pleasure to show you the different options and previews for your photos.
Finally, you can ask your questions by email to serviceclient@PictoOnline.fr and we will advise you quickly.
Will the quality of my file be so good enough for the size of my print ?
The easiest way is to upload your image, set the desired dimensions and check the magnification factor indicator "E-factor". Click on it for more information.
You can also consult the Preparing your files section in our Help.
What should be the resolution of my files?
It is not necessary to prepare your files according to the resolution of the printer.
The final formatting will be done automatically. During the configuration of your print, the E-factor indicates if your file is too small for the size of your print.
However, if you wish to prepare the final format, choose a resolution of 300dpi for all our services except for rigid media print and flexible media print services where a resolution of 150dpi is sufficient.
For more information, you can consult the Preparing your files section in our Help.
Do I have to convert my images with an ICC PICTO color profile?
No, PICTO Online automatically convert your files with the ICC conversion to the desired paper/printer.
If you are not familiar with ICC profiles, we recommend that you let PICTO Online handle the conversion, as this will ensure the best possible quality of your print.
If the ICC profile of your file is not recognized by Picto Online you will get the message "RGB / CMYK without profile".
If you are not familiar with ICC profiles, we recommend that you continue without an ICC profile and let Picto Online handle the conversion.
Otherwise you can save your file again by embedding an ICC profile that matches your working colour space.
In any case we will take care of the color conversion in the best conditions.
For more information, you can consult the section ICC Profiles in our Help.
I want to add white margins
Adding white margins is now available when preparing your print through a new tab "Margins". You can choose equal margins (so-called "rotating margins") or unequal margins and either add them outside the initial paper format of your print or integrate them inside the paper format of your print.
How do I get a quote, calculate the price of an order?
3 options:
- A calculator is available from our Homepage to quickly calculate a price.
- Simulate your order without loading your photos by choosing "Continue without image". You do not need to be connected to simulate prices of your prints and finishes. By logging in, you will be able to access the last summary page to simulate the shipping price of your order and print or export in PDF format a quote.
- Simulate you order by uploading your photos to be more precise. While being connected, you can simulate the shipping price of your order with the delivery address of your choice and print or export a quote in PDF format. You will then also have the possibility to save your order to have an immediate valuation and place the order later. You can also transfer your order to somebody else. The files are kept for 3 weeks on our servers. After this period, your saved or transferred order will be deleted after a last reminder e-mail.
What are the shipping costs?
The shipping costs depend on the shipping option chosen, the destination and the total weight of your order (print+finish+packing).
The total weight of your order appears on the recap page after the validation of your basket.
To know the exact price, prepare your order by entering the desired delivery address.
| Weight | Price | |
| Simple postal shipping (with tracking, no time limit engagement): | max 300g | 2,50€ HT |
| Colissimo (with tracking, time limit of 48h - 72h in France) | Example 2Kg | 9,91€ HT |
| UPS Standard (with tracking, time limit of 48h - 72h in France) | Example 2Kg | 12,69€ HT |
| UPS Saver (with tracking, time limit of 24h in France) | Example 2Kg | 16,13€ HT |
Under certain conditions, we offer you free shipping to Metropolitan France (including Corsica, Monaco and Andorra).
This offer applies to all PICTO Online services above a certain value:
Colissimo or UPS Standard shipping is offered if the order value, including prints and finishes, is greater than or equal to 150€ (including VAT), total amount discounted.
France Express shipping is free if the order amount, including prints and finishing, is greater than or equal to 600€ (including VAT), total amount discounted.
Colissimo, UPS Standard and France Express are available according to order weight and volume.
We also ship in Europe and worldwide with DHL Express or DHL Select UE, to know the exact price, prepare your order by entering the desired delivery address.
For more information, see the section Our shipments from our Help.
My payment by credit card was refused. What can I do?
When you pay on our site, you are redirected to our financial partner Paybox, who manages the card payment with your bank without any intervention from our side.
What are the production time limits?
You can consult our production time limits by service and finish on the page our time limits.
For any request of a specific time limit, send an email to serviceclient@PictoOnline.fr to verify its feasibility.
How can I get information about my orders?
From your customer area, by clicking on My Orders, you can view your past orders (Ordered) and know their status and content: in the Received section you can view orders received from a third party, in the Sent section you can view your orders transmitted to a third party or your orders recorded in the Saved section.
How do I track my shipment?
Depending on the delivery service provider, you can track your shipment using the tracking number in your shipment notification email. For more information, you can consult the section Our shipments from our Help.
How do I cancel my order?
From your customer area by clicking on My Orders, you can consult your Ordered and click on the desired order.
This one opens and proposes at the bottom of the page the function Cancel.
Your order will be cancelled and your account will automatically be credited with a credit note for the corresponding amount to allow you to place a new order whenever you wish.
If cancellation is not available, please contact us via the contact form or by email serviceclient@pictoonline.fr .
The invoice will not be included in my order, where can I find my invoice?
Due to confidentiality reasons, as your order could be sent to somebody else, orders never include invoices.
Then, your invoice will note be joined to your order, but sent to you by mail, with your confirmation email.
You will also be able to find it in your customer room at My Orders and then at Ordered.
How do I change my shipping or billing address?
Go to My account, and then to My address book, then you can modify your delivery addresses and choose one automatically.
You can also use several billing addresses according to your needs.
How do I get an order shipped to me that is Picked?
From your customer area by clicking on My Orders, you can view your Ordered.
By clicking on the desired order, it opens and offers you at the bottom of the page the function "Purchase shipping".
Depending on the weight and the destination, you will then be offered a service provider (La Poste, Colissimo, UPS Standard, UPS Saver, DHL, France Express, couriers (motor bike, car or truck) for Paris and towns in the inner suburbs of Paris) to pay and have us prepare the shipment of your order.
The return or quality is not satisfactory or my package and its contents are damaged, what should I do?
Do not hesitate to use the contact form or send your comments to serviceclient@PictoOnline.fr indicating the order number and if possible, attach small photos of the problems encountered.
These photos will allow us to quickly understand the concern and improve our quality.
We will come back to you as soon as possible to find the best solution for you.
I would like to benefit from the school or organization discount
If you have created an account following the procedure of registration School/Organization and if you do not have another email address to do it, you have to ask us to delete your account by mail at serviceclient@PictoOnline.fr.
You will then be able to recreate your account and the dean of your school or organization will validate your request.
I did not find any answers to my questions
Many informations are available through the site, do not hesitate to use the internal search engine available on the home page at the top left.
Our Help pages and our Blog articles ( sorry in French !) contain many explanations and tips to help you.
Do not hesitate to use the contact form or send your request to serviceclient@PictoOnline.fr.
We will answer as soon as possible.
The price of my prints of the same format varies from one order to another, why ?
We apply an automatic reduction on the price of your prints according to their quantity whether it is the number of originals or the number of copies. This sliding scale price is applied in increments to your prints made by the same printing process, regardless of the type of paper or format. For more details, please consult our prices .
Why is my PayPal payment awaiting verification?
For security reasons, PayPal is conducting a verification of the transaction.
As soon as we receive their approval, your order will be processed immediately.
Why has my PayPal payment been canceled?
PayPal has put your payment on hold to verify the transaction.
PayPal has now informed us that they do not wish to proceed with the transaction and have canceled the payment.
We cannot process your order.
Regarding the reasons for the payment cancellation, we do not know them and cannot intervene; PayPal is your only point of contact.
We invite you to place a new order using a different payment method and thank you for your understanding.