FAQ

Any question not seen here please feel free to ask customerservice@luxmyphoto.com

What if I'm not sure what instructions to give on my photo?

Not to worry! Our artists will know what to do to make the image look better. Simply indicate that you would like our artists to do what they do best or “Lux it”!

If you want more of your own input then, for your ease and convenience, we have provided an enhancement pull-down guide to help communicate to the artist what addition items you would like address on the photo.

Will you use any of my images or share them with anyone else?

Your photos are owned by you. We will not share any photos without your expressed written permission. However, we strongly encourage all of our clients to please keep your login and password in a secure manner so others cannot access your account.

What if I have additional instructions after I have submitted and paid for the enhancement process?

If any additional instruction is a correction to an original direction (the instruction first submitted), you will have to wait until the first version comes back to you. You can then fix by simply submitting a comment in the customer dialog portal. If the additional instruction you provide is a minor correction and not included in your original instruction list, we will try to incorporate the changes with the original fee.

However, if additional instruction is significant and not in the original direction you resubmitted with the photo then it will be treated as a new image. Determining whether or not the correction is out of scope from the original instruction, remains the sole discretion of Luxmyphoto staff.

What happens if I'm not satisfied with the enhanced photo returned to me?

Our goal is offer the best service possible. If you are not satisfied, then we are not satisfied! In such a rare case where your satisfaction is not met, we will do our best to rectify the issue. There is a button on the image review page that allows a channel to the artists to express the issues you may have with the image.

What if I have a complaint?

We want to continue to provide the best service possible. Your satisfaction with our services is of utmost importance. Please email customerservice@luxmyphoto.com and we will do our best to address your concerns.

What happens if my request is not possible according to luxmyphoto artists?

At times, some requests may be extremely complicated or not possible to yield a high quality result. Before we begin work on any image, a Luxmyphoto artist takes time to review the image and also to make sure your instructions are reasonable and fall within our service. If it doesn't you will be notified by customer service and a full refund will occur.

What does the flat fee include?

Our services cover most enhancement techniques including color, contrast; basic cleanup of skin, clothes, products; minor shaping manipulation of body and products; minor compositing, minor element removal. It does not include complicated compositing (i.e. multiple replacements), complicated element removal, and other extreme enhancements. This difficulty level of each image remains the sole discretion of luxmyphoto.

Are there limitations to what images luxmyphoto will not work on?

Yes. Our services do not include complicated compositing, complicated element removal, and other extreme enhancements. It remains the sole discretion of the Luxmyphoto when a requested exceeds the service.

In addition, the content of the image must comply with US Federal laws. luxmyphoto assumes the user has authorization to use or owns the copyright for any photo uploaded.

Furthermore, management withholds the right to refuse to work on any image deemed inappropriate.

What file types does luxmyphoto accept?

JPG, JPEG, TIF, PNG, GIF. We hope to expand the offering to include more file types in the near future.

How long does the service take?

Our goal is to return the enhanced photo as soon as possible. The time frame will depend on the instructions given for each image and the difficulty level for the requests. Our best efforts are made to return the enhanced photo within 2-3 business days. However, to ensure the best quality enhancement there are cases where the time may extend as a result of the company's workload. Please remember we do not use automated software to enhance your photos. All work is done by an experienced artist to give the best creative result.

Do you provide scanning services for negative and positive film or prints?

At this time, we only accept images in digital format (JPG, JPEG, TIF, PNG, GIF). You must use a third party vendor to transfer your film or print into digital information.

Can you print an image for me?

Unfortunately, at this time we do not offer a service to print the images. In the near future we hope to be able to provide high quality archival prints for your work.

What happens if I upload an image but do not submit it for enhancement?

The image will reside in your account for 90 days and then be deleted. You will receive three monthly e-mail notifications indicating the time left to submit the image before it is deleted. Additionally, you have the option to delete the image from your account.

What is the final deliverable I receive?

We will post in your user portal a final enhanced image in jpeg format. You will be able to compare the original image submitted with the enhanced image. At your convenience, you will be able to download the image to your chosen device.

How many images can I upload at once?

You can upload up to 10 images at a time. Once 10 images are uploaded, you can continue to upload more.