Frequently Asked Questions (FAQ)
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Activation-
I have received an order code and would like to see and order my child's photos? What do I have to do?
It's very simple! Log in to our website meine-bilderbestellung.de in our order store with your personal LogIn code. Then enter your email address for activation. You will then receive our activation email and will be able to follow the link, see your child's shots and choose from a variety of our products.
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I get the message: Invalid code when I enter my code.
Please check that no error has crept in when entering the code. In exceptional cases it may happen that a code has been submitted incorrectly. If your code does not work after several attempts, please contact us at info@meine-bilderbestellung.de.
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I get the message when I enter my code: Your images are not yet available.
Your code is already being processed, but the upload is not yet complete. You will receive a message by mail when the images are available. Maybe your request is too early. Note that the processing takes at least 48 hours and can start only after the entire photo session. On average, appointments take 3 days at the facility. Therefore, we recommend you to try again in 1-2 days.
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I did not receive an activation confirmation email in my specified mailbox.
Normally the email arrives within a few seconds. However, with some mail servers it may take a little longer depending on the settings. Please also check your spam folder. Go again to our start page of the order store (meine-bilderbestellung.de). You can check your deposited mail address again, if necessary reset and correct it or send you a confirmation mail again.
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Can I place a collective order?
You have the possibility directly with the first input of your personal order code, by clicking on the under the input located sentence
+ specify additional access code
to enter additional order codes. All photos from the specified order codes will then be displayed together and can be ordered in one order process. Even if you are already in the order process, you can add more order codes by clicking on the
symbol in the top right menu bar. -
If your request does not include any of the listed topics, feel free to send us a message.
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Order-
Can I place a collective order?
You have the possibility directly with the first input of your personal order code, by clicking on the under the input located sentence
+ specify additional access code
to enter additional order codes. All photos from the specified order codes will then be displayed together and can be ordered in one order process. Even if you are already in the order process, you can add more order codes by clicking on the
symbol in the top right menu bar. -
Are there any other pictures of my child?
We photograph each child several times to get a professional and beautiful picture result. Our portrait photographers select the most successful shots directly on site and then post them on our order portal for viewing. All other photo data is not stored for data protection and storage capacity reasons. All photo offers are non-binding purchase offers, which can only be purchased if you like them, without any obligation to buy or purchase. Nevertheless, we are very sorry if the photos should not appeal to you.
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Wrong images are displayed to me.
In exceptional cases, your recordings may have been assigned to the wrong group or the code cards may have been mixed up at the facility.
Please let us know what exactly is wrong. [bestellung@meine-bilderbestellung.de]
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I accidentally triggered a double order.
Contact us by mail as soon as possible. Send us the corresponding order numbers, we will then cancel one of the two orders. [bestellung@meine-bilderbestellung.de]
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I do not like the background of the image. Can this be changed afterwards?
The background and also the series are agreed with the facility / parents in advance of the photo session. A subsequent change is then no longer possible.
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Can I still reorder photos of my children from previous years?
For data protection reasons (DSGVO) we are obligated to delete all photo data 1 year after the end of the photo campaign. Until this time, however, you have access to your photos with your LogIn code.
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How are the orders delivered?
We usually ship your order with Deutsche Bundespost. In individual cases (e.g. canvases) with UPS or DHL. Please make sure that there is a delivery possibility.
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How can I pay?
We ship the goods with invoice inside. There is no need to pay in advance. Please pay the invoice after receiving the goods. Special case: Digital files. These will only be activated in your customer account after we have received the payment.
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If your request does not include any of the listed topics, feel free to send us a message.
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Delivery of goods / complaint-
What is the delivery time after an order?
The images are usually delivered 14 days after the order. In exceptional cases this can take 1-2 days longer. If you still have not received the goods after 16 days from the order date, please contact us by e-mail info@meine-bilderbestellung.de.
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I ordered the original image files of my child/children, but I received only 2 files per child, but the folder contains much more photo products.
You get the original, high-resolution image data of the 1-2 recorded photo poses. From these data were digitally manufactured the various products.
You will get these files without filters and without changing the format.
You have acquired the image right with the data and can now have prints and enlargements made yourself. We cannot provide the class or group photo for data protection reasons (DSGVO).
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My photos are not completely cropped individually.
This has production-related reasons. A complete separation of all photos would mean a significant additional effort (because only manually possible), which would significantly affect the pricing of the photos. In the interest of a good price-performance ratio, we therefore offer you the photos partially contiguous.
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I do not like the background of the image. Can this be changed afterwards?
The background and also the series are agreed with the facility / parents in advance of the photo session. A subsequent change is then no longer possible.
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My order is not complete. I am missing images / image data.
The image data will be activated for download after we have received your payment. They are not included with the image order. To download please log in to our order store again (meine-bilderbestellung.de). Click on the following symbol
in the upper menu bar (3rd from the right). Afterwards you will see the photos that are unlocked for download. Double-click on them to download them.If photo prints are missing, please contact us by mail: [bestellung@meine-bilderbestellung.de]
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The download of the image data shows an error.
In exceptional cases, the browser may not be able to download the displayed photos, such as in the internal Samsung browser on Android devices.Try another browser in this case.
If our server has a temporary malfunction, we always try to fix the problem as soon as possible. However, if the malfunction lasts more than 2 days, we ask you to send a description of the error with a screenshot by mail to: info@meine-bilderbestellung.de
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There are defects in the delivered products.
We need to know what exactly the defect is!
Please describe the defect in as much detail as possible, ideally photograph the defective product and attach the photos to the defect description. By mail to info@meine-bilderbestellung.de
You can find the exact product number on the back of the defective photo.
Alternatively, you may mail the defective photo product directly to us with a detailed description of the defect: Foto Raabe GmbH - Am Bugapark 1c, 45899 - Gelsenkirchen. Please be sure to include sufficient postage.
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If your request does not include any of the listed topics, feel free to send us a message.
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