Frequently Asked Questions
Read the answers to the questions that customers most often send us. If you do not find your question here, do not hesitate to contact us via email info@qixpix.com.
Account
How do I register and log in?
In the main menu at the top right, click on the user button. This will take you to the login screen.
The “Continue with Google” button will either log you in if you already have an account or register you if you don't. When registering with a Google account, a password will not be created for you – you can set it later in the same way as when recovering it, or in your user account.
The second option for registration and login is to use classic login credentials – email and password. To register using email, switch the form to “Registration” mode and fill in your email address. You will then receive a confirmation email with a link that you need to click on. This is how we verify that the registration is being performed by the rightful owner of the email inbox.
I don't have or don't remember my password. What should I do?
In the main menu at the top right, click on the user button. This will take you to the login screen.
Click on the “Reset password” link. You will then be prompted to enter your email address, to which we will send you a link to set a new password.
Products
What do you offer?
We offer custom printing of retro photos from your own pictures.
What is a retro photo?
A retro photo is a stylish photograph printed on high-quality wood-free coated paper with a weight of 350 g/m². Depending on the chosen variant, the photo may also be equipped with a magnetic back.
Each customer creates their own graphic design in an intuitive online editor, where they can add texts and images or adjust the background or frame color.
After placing the order, the photos are printed on large-format sheets, treated with a protective UV varnish to enhance colors and durability, then cut and optionally supplemented with a magnetic layer according to the chosen variant.
Are the photos magnetic?
It depends on your choice. The photos can be magnetic or non-magnetic.
You can set the variant for each photo separately in the editor by clicking on a specific photo. At the top of the photo editing window, you will find a switch to select the magnetic variant.
Do your products have anything in common with the products of the Polaroid company?
No.
Our retro photos are not in any way a product of the Polaroid company nor do they correspond to any of their products. They differ particularly in size, printing technology, material used, UV varnish surface finish and the principle of custom production.
If our retro photos remind you of instant photographs known from Polaroid company products, it is only a subjective visual similarity. Objectively, these are different products.
We do not claim to be the Polaroid company, we are not legally or contractually connected with them in any way and we do not offer any of their products.
Orders
How do I create an order?
Creating an order is simple. By clicking on the “Upload photos” link in the main menu, you will get to the editor where you can upload your images and create your own retro photos.
Then you proceed to the cart, where you go through the standard order steps – filling in billing information, choosing shipping and payment, entering a delivery address or choosing a pickup point. In the last step, you review your order and agree to the terms and conditions.
After submitting your order, all you can do is look forward to your photos.
How can I track my order?
In the "Contact Us" section of the main menu, you will find an order tracking form. Simply enter your order number and the email address you used when placing your order.
After entering this information, the system will display the current status of your order.
Once your order has been shipped, you can also track it directly on the selected carrier’s website using the tracking number we will send you, provided the carrier shares it with us.
How long will it take to receive my order?
Delivery times depend on the destination.
Print data is automatically sent to the print center every weekday morning. Products are usually produced and handed over to the carrier on the same day. So, if you place an order at 4:00 p.m., for example, your shipment will generally be handed over to the carrier the next business day.
The actual shipping time varies depending on the destination. Within Central Europe, delivery usually takes a few days, while to more remote areas, such as northern Norway, it can take up to 7 days.
The standard average delivery time is 2–4 business days.
My order hasn't arrived. What should I do?
In case of any problem or discrepancy, please contact us at info@qixpix.com. We will be happy to help you and resolve the situation together.
Shipping and payment
What types of shipping do you offer?
Shipping is handled by DPD.
We deliver to the following countries: Belgium, Bosnia and Herzegovina, Bulgaria, the Czech Republic, Denmark, Estonia, Finland, France, Croatia, Ireland, Italy, Liechtenstein, Lithuania, Latvia, Luxembourg, Hungary, Germany, the Netherlands, Norway, Poland, Portugal, Austria, Romania, Greece, Slovakia, Slovenia, Serbia, Spain, Sweden, Switzerland, and the United Kingdom.
Depending on availability in the given country, we offer:
· delivery to an address,
· delivery to a pickup point,
· delivery to a pickup box.
The availability of individual shipping options may vary by country depending on DPD’s services.
Shipping costs depend on the destination country and the selected delivery method.
What payment options do I have?
You can pay with a Visa or Mastercard credit card, or via Google Pay and Apple Pay.
All payments are processed through the GoPay payment gateway.
All available payment methods are free of charge.
Complaints and disputes
Something is wrong with the photos. What should I do?
If there is any issue with your order or the products, please contact us via the contact form in the "Contact Us" section or by email at info@qixpix.com.
We will be happy to resolve the situation as quickly as possible.
How long does a complaint take?
In accordance with the law, the complaint will be resolved within 30 calendar days of the defect being reported.
If the complaint is not resolved within this period, the customer has the right to withdraw from the purchase agreement and will be refunded the full amount paid. We refund the money using the same method used to pay for the order, or by another method upon mutual agreement.
For valid complaints, we strive to resolve everything as simply as possible—most often by reprinting the photos and resending them.
Can I withdraw from the contract?
Under Czech law, customers generally have the right to cancel an online purchase within 14 days without giving a reason.
However, this right does not apply to goods that are custom-made or modified according to the customer’s specifications. Since our photographs are personalized, custom-made products, the purchase agreement cannot be canceled once production has begun.
Other questions
Where can I find the terms and conditions?
The Terms and Conditions are available for viewing and download in the "Contact Us" section and in the website footer. They are also sent to you via email as an attachment after you submit your order.
What is the legal situation with orders?
The operator is registered as a business entity in the Czech Republic, where this e-shop’s servers are located and where your photos are produced.
Purchases are therefore governed by the laws of the Czech Republic, in particular the legal regulations governing the rights and obligations of the buyer and seller. By submitting and paying for an order, we enter into a purchase agreement in the Czech language, which is governed by these Terms and Conditions.
The Terms and Conditions are available in Czech and may also include a non-binding, informative translation into other languages. Communication with us takes place in Czech or English.
Do you collect my personal data?
We retain your personal data only for as long as is strictly necessary and only to the extent required to fulfill your order or manage your customer account.
For registered users, we retain account-related data for as long as the account remains active. We retain order data for the time necessary to process, deliver, and resolve any complaints, including the period required by legal archiving obligations for accounting and tax documents.
If it is necessary to remanufacture products, we retain order data for as long as strictly necessary for this purpose as well.
Do you track my activity on this website?
To analyze website traffic, improve the user interface, and optimize our marketing efforts, we may track user behavior on the website.
All data is processed in an anonymized form. The only personal data that may be used is the user’s country, which is derived from their IP address.
For these purposes, we may use Google services, specifically Google Analytics.
We use the collected data exclusively internally to improve our services and the customer experience. We commit to not using it for any other purposes or providing it to third parties other than the processors necessary for analytics operations.
