I haven't received any emails from you, is there a problem?
If you have placed an order with us you should have received an automated welcome email and an order confirmation email containing your order details, further emails will also be automatically sent by our booking system once your order is arrives and another email once your order is complete and ready for payment. If you have not received these then please check your junk / Spam email folder as our emails are sometimes treated as junk. If the emails are in your junk folder then please add info@filmscanuk.co.uk as a safe sender to ensure any future emails are received directly to your inbox.

Are my images safe with you?
Yes they are very safe. Your package is opened upon receipt to check the contents and then stored securely until they are processed. We do not reproduce, sell, pass them onto any 3rd party or claim any copyright over any images. They are yours and yours to keep. We have scanned millions of images for many thousands of customers including a number of high profile TV celebrities.

Do I need to register to place an order?
No, you only need to register if you place an order via the website. Alternatively you can just send your items to us with a covering letter or printed order form without registering your details. However, creating an account will allow you to track and pay for your order online.

Can you transfer my images in a given order or put them into groups ?
Yes we can. Each container, box or folder you send us will named accordingly. Simply let us know you require this and the folder name required.
Each container, box or folder will be processed in the order held within the container. Any loose photos, slides or film will be processed as we find them. To ensure the images are transferred in a specific order you must clearly identify the required order before sending them to us.
We use any description on the container or envelope to name the batch of images then append a sequential number to the end to create the file name.
If you wish to change the order of the images at a later date, you can simply change the number in the filename or move the image into a different group folder.
Unfortunately, due to the way we scan photos we cannot always guarantee the ordering but we do try our best. However each batch of photos or album will be placed in named folders if required.

Do you have discounts for returning customers?
Yes, with your initial order you will receive a discount code to use on subsequent orders.

What payment methods do you accept ?
We use PayPal as our 3rd party payment provider. Most Credit / Debit cards are accepted by PayPal. You can also pay by direct bank transfer, cheque or cash. We prefer direct bank transfer due to high transaction charges on credit / debit cards.

Do you transfer cine film or video?
No, transfer of these types to digital is not currently offered. For cine and video film transfer we recommend you contact jeff@videoencoding.biz or visit the website at https://videoencoding.biz/

Do you send the originals back ?
Yes we return everything you send us, unless you instruct us to dispose of the items after scanning.

How should I send my items to you?
We will accept your images in whatever you currently store them in. You can ship them in boxes, padded bags, slide carousels, slide holders or whatever you have to hand. When you package your items, please remember the following:

• Consider removing any slides from bulky containers and wrap them in elastic bands to maintain the correct order
• Use a sturdy cardboard box or padded bag that will be able to withstand shipping and won't be easily crushed or damaged, plastic storage boxes are not suitable and normally crack and break during transit.
• Small shipments of photo's should be placed in a card or protected envelope to prevent them from being folded
• Wrap any loose photos or films in paper or a plastic bag, such as a food bag, to stop them from being scratched
• Make sure they are secured and won't move around in the container during shipment
• If you are using a box, fill the empty voids with newspaper or other suitable packing material
• Avoid using packing materials that generate dust or fine debris that could contaminate your items, such as shredded paper
• Please do not use staples to seal any package, we sometimes find that the contents are inadvertently stapled and damaged, plus we'd rather not injure ourselves when opening the package

How long does it take ?
Depending on the size of your order it can take up to 10 days to process them, see our timescales page for more details.

When do I pay ?
Payment is not required until we have completed the scanning and confirmed the number of items. Once your order is complete we will notify you and then despatch your order after we have received your payment.

Can you transfer glass mounted slides?
Yes we can, but any dust and debris trapped inside the glass mounts will likely be visible on the scanned image. We generally advise that the slide should be dismantled and cleaned before scanning. For an additional charge we can remove the film from the glass mount prior to scanning. However, not all glass mounts can be dismantled and reassembled, some are permanently glued together, dismantling these slides generally breaks the glass.

I have both negatives and prints, which is best to scan?
You get a much better result from negatives, providing they are still in reasonable condition. Photographs are a lot cheaper to scan than negatives though.

Will I be able to put the disc in my DVD player and view the images on my TV?
Possibly, it depends on your DVD player. Our data discs are designed to be viewed on equipment that can handle standard JPG files. If your DVD player can handle JPG files then it will probably work fine.
Most modern TV's also include a USB socket that you can plug a USB memory stick into to view the contents directly onto the TV. You can select to have your images returned on a USB stick during the quotation / ordering process.

Why is Medium Format film more expensive to scan than regular film ?
35mm film and slides are quicker to handle and scan as our 35mm scanners are designed to handle this common size of film quickly with minimum preparation and scanning time required. Medium Format film has to be treated individually and manually mounted into a suitable film holder, scanned and then removed. The larger film surface also takes more time to scan, the cost is therefore directly linked to the time it takes us to scan each frame.

My slides are very mouldy or dusty can you still scan them?
Yes, but we will have to clean them prior to scanning using specialised cleaning fluid and wipes. A charge of 20p per slide or frame will be levied to cover the time and material cost of the cleaning items. We recommend that all mould infested slides and film are cleaned as the mould will eventually destroy the chemicals on the film damaging it irreparably. In some cases the cleaning fluid can damage the paper frames by unbonding the glued surfaces. In these cases it is generally recommended that infected paper mounted slides are remounted.

I have one slide that I want you to scan, will you do this for me?
Yes, but we have a minimum order amount of £10.00, plus the return postage and media to you in order to cover our administrative expenses.