Frequently asked questions

Sign in to Your account with the email used at checkout to find the order number. In Memorento, choose Restore Purchases and enter that email and number. Keep a separate backup of your project and photos: your account cannot restore local files that you have lost.

Check the address and your spam folder. Use the newest code in the browser where you requested it, within 10 minutes. Wait a minute before requesting another. If it still does not arrive, contact support. Never send us your sign-in code.

Contact support promptly with your order number for an address change or cancellation. Once a print is in production, changes may no longer be possible. The terms explain your rights; the withdrawal page checks whether a purchase is eligible and lets you submit a request.

Contact support with your order number and a description. For damage or a printing problem, keep the packaging and include clear photos of the problem and parcel. We will investigate the order and the appropriate remedy.

Your account lets you download an order confirmation. This is not a VAT invoice. Contact support with your order number and billing details if you need an invoice or a correction.

Contact support for an email change, a data copy or deletion. We will verify ownership before making changes. Records that must be kept for legal or bookkeeping reasons follow the retention periods in the privacy notice.

A PDF cannot be physically returned. The ordinary cooling-off right ends only when the legal requirements for immediate digital supply are met. Missing, damaged or non-conforming content can still qualify for the remedies required by law, including a refund where applicable. Contact support with your order number; the terms explain the distinction.

You can create for free without an account. For returning purchases, choose Your account in the footer and sign in with the eight-digit code sent to the email you paid with. You can view orders, recover licences and gift codes, and download order confirmations. Your photos and local projects are not stored in the account.

No. Memorento reads your Photos library on your own Mac and builds the poster there too. Only when you order a print do we send the finished print file to our print partner. Your library itself never leaves your Mac.

Any Mac on macOS 14 (Sonoma) or later, with Apple silicon or an Intel processor. There’s no Windows, iPhone or iPad version (yet).

Downloading the app and making your artwork is free, as often as you like, with no account. You pay when you choose a package: digital, printed or framed artwork, each with the Immersive video, and upload links for friends’ photos. The artwork or the video on its own is possible too. The pricing page lists every price.

So it can find every photo of the person you choose. Your Mac asks once: click “Allow”. The app only looks; it never changes anything in Photos and never uploads your library. You can change this at any time in System Settings, under Privacy & Security, then Photos.

Yes. If “Optimise Mac Storage” is on, the app asks Photos for the full-size originals it needs for a sharp print. For a big poster that can take a little while.

50 × 70 cm, 70 × 100 cm and A0 (84 × 119 cm). Framed or unframed; the pricing page lists them all. The digital artwork is a print-ready PDF in the same size, so you can also have it printed yourself.

Yes. The digital artwork comes as two files at the size you chose: a PDF for a professional printer (CMYK, 3 mm bleed and crop marks; the printer trims the bleed off) and a 300 ppi image (PNG) for a copy shop or online print service. Ask for 100%, no scaling, at that size, on heavy matte paper (200 g/m² or more). Want another size? Choose that paper in the app and prepare the print again. For the US sizes the PDF follows the European FOGRA39 standard, so a US shop may prefer the PNG.

For now we deliver prints only in Netherlands. Our print partner prints and ships the poster, and it usually arrives within 5 working days. Before you pay, the app shows each option with its price including delivery and the day it will arrive.

We email you the carrier’s tracking link as soon as your poster ships. Before that, or if you lost the email, look it up on the Track your order page with your email address and the order number from your receipt.

Yes, with a gift code. They enter the code in the app and spend the credit on a package, the artwork or the Immersive video; whatever is left stays on the code.

Your photos as a film for the TV: they pass by one by one and come together as the number or word of your artwork. It is part of every package, as a video in Full HD or 4K with the Show Player. In the app, “Play on this Mac” plays it free.

On our own poster we used the edding 750 creative: a paint marker that covers well and also sticks to glass, metal and plastic. Choose white and gold for a dark poster, black or dark blue for a light one. Shake the marker well, try it on a corner first, write around the mosaic rather than over the photos, and let everything dry. Framing it? Let guests write first. We don’t sell the markers ourselves; you’ll find them in craft and office shops and online. edding 750 creative at bol.com ↗