Support | Album Epoca
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Support

SALES

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HOW CAN I APPLY OF AN OFFER?

First of all we suggest you check our Promo section in your reserved area to find out the offers that Album Epoca has created for you.

In this section you will find all of our ongoing offers, with detailed information on their use ( deadline, discounted products included and voucher codes to apply).

The voucher is an alphanumeric code to apply in a box provided at the end of the online invoice. Please note that voucher codes can only be applied when the order is in ‘PDF Proof Ready’ status. 

Once it is applied, the voucher code brings down the price of one or more products based on the discount provided. This way the invoice is real-time edited and the order can be confirmed for printing. 

 

Need more help? Contact us.

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WHY IS THE VOUCHER (PROMO CODE) I APPLIED NOT ACCEPTED?

First of all we suggest you check our Promo section in your reserved area to verify whether the code you applied is still valid or not. If you have been given the code by your sales representative you may contact them directly for further details. 

If the code is still active please check that it respects the terms of use associated (i.e. if you ordered all of the products needed to accept the offer or if the format of the product you requested is included in the promotion). If at least one term of use is not respected the voucher code cannot be used. 

One of the most frequent reasons why the code cannot be applied is that the client did not order one or more products requested in the offer, thinking that they would have been added automatically by our lab. Since you will need to customize every cover of the products you order, it is necessary to always include all of the products you want in your order,  because we will discount only those that were present in the invoice when you applied the promo code.

Another common mistake is to mispell the code, either by inserting a space or by changing a digit. We advise you to always copy and paste the code to avoid typing mistakes. 

If you already did all the above verifications please contact our 

 Customer Care on 1-800-387-2288 (free) or at customercare_ca@albumepoca.com 

                                1-855-267-5606 (free)  or at customercare_us@albumepoca.com 

                               39-0541-609907 or at customercare_eu@albumepoca.com

                                     39-0541-609907 or at customercare_ww@albumepoca.com

  
                                                customercare_uk@albumepoca.com 
                                                customercare_ie@albumepoca.com 

 

Need more help? Contact us.

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WHERE DO I FIND THE PRICE LIST?

To access our contents ( price list, offers, orders, software etc.) available in your reserved area you should first register on Album Epoca website. The link to register is on the top right of the home page.

The first time you register you need to follow the instructions on the right hand side of the page below (highlighted in red): Once your registration is complete you will receive a user ID and will then be able to access your reserved area through the log in box on the left hand side of the page (highlighted in red in the image below):

Should you forget your password you may follow the password recovery procedure available at the link ‘Click here’ to the left of the ‘Login’ button. 

Your password is secret and encrypted, therefore Album Epoca Customer Care is not able to provide you with it as they don’t know it. 

 

Need more help? Contact us.

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WHAT GUARANTEE DO YOU PROVIDE ON YOUR PRODUCTS?

Satisfaction or your money back.
Quality is for us an absolute; that’s why every Epoca Album is made to last for a lifetime. Our products are 100% guaranteed and if they do not match what you ordered we will fully replace them with no extra cost. 

This policy does not apply to damages due to normal wear, misuse or accidental damage.
amendment requested for this kind of damage are subjected to additional repair/replacement cost. 

You may contact our customer care to receive a quotation while we will do our best to solve the inconvenience rapidly and efficiently. 

 

Need more help? Contact us.


PRODUCTION

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HOW DO I CHECK THE STATUS OF MY ORDER?

In order to know at what stage the production process of your order is, it is necessary to log on to your reserved area and enter your order to check its details. 

The order summary lists all the statuses that your order went through. In the example above you can see the summary of an order that completed the production process and therefore it presents all the possible statuses. 

Every status has a precise meaning. It is important to know if you need to make actions to proceed with it:

1. New: you created the order online but you didn’t send it to production yet. You need to click on ‘send to production’ to send it to our lab and start the production process.

2. Acquired: the order has been correctly received. Our lab takes care of the production process that starts with the digital processing of the files we received.

3. Editing / Edited: our lab started to process the files.

4. Imported: The order has been regularly imported to create the PDF proof.

5. PDF Proof Ready: Our lab published a proof for you to download and check. Our lab is not able to proceed with the production of the order until you check the PDF and confirm the order printing. Any voucher code has to be applied before the order confirmation.

6. New PDF requested: this status is only visible if, after checking the proof, you ask for changes. A new proof will then be created for you to check before proceeding with the printing.

7. Confirmed by user / Confirmed by distributor: you confirmed the printing process. From this moment on our lab starts to produce the products your ordered and it is not possible to ask for any more changes to the order you confirmed.

8. Work in progress: the order is in this status until the production of all products is completed and they are ready to ship. The order remains at this stage for all the time needed to produce the products you ordered (for further details check “Turnaround times”).

9. Shipped: all the products you ordered have been shipped and delivery time changes according to the country of destination. 

 

Need more help? Contact us.

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