Customer Service


Delivery / Order Information

When will I receive my order?
We aim to dispatch your order from our end within 5 working days after your order has been placed and paid for.

When you will actually receive your order will then depend on the whether you choose to pick up your order personally or, if you choose to have your order mailed to you, your postal preference.

What happens if I need my order urgently?
If you need to have your order processed and sent urgently, please email us at , we will try our best to accommodate your needs. For urgent orders, additional charges will apply.

What are the delivery/pick up options?
When you place your order on our website , you may choose to:

   pick up your orders at a designated Fotomax store in Hong Kong;
   have your order sent by local standard post; or
   have your order sent by speed post.

For local standard and speed post, additional postage fees will apply.
For a location list of all the Fotomax stores in Hong Kong, click here.

Do you deliver overseas?
For international deliveries, please email us at

Applicable international postage costs will apply.

Delivery / Order Information

What payment methods do you accept?
We accept all major credit cards, including Visa, Master, American Express and Diners.

What is your security policy for online payment ?
PayDollar is our online payment service provider. It has been a leading, secure and reliable international payment service provider to many banks and online merchants since 2000. Customers' payment details are securely transmitted to the acquiring bank, card and payment companies for real-time transaction authorisation using 256-bit Extended Validation Certificates (EV) SSL transaction encryption. PayDollar supports CVV/CVC check as well as 3-D secure authentication of Visa and MasterCard, namely: Verified By VISA and MasterCard SecureCode for added security protection for both customers and merchant.


How many types of font can I choose from?
We offer 3 types of English font and 2 types of Chinese font.

There are also font color options which you will see when you click into the product for personalization. Some font color is however set by default and cannot be changed. We do this if the background color of the design means it would not be feasible to have the font color options

Can I put both English and Chinese names on the name labels?
Yes you can. You may put just the English name, just the Chinese name or both on the name labels.

How many labels are there per sheet?
The number of labels per sheet depends on the shape of the labels:
Round labels – 20 labels per sheet
Vertical Rectangular labels – 16 labels per sheet
Horizontal Rectangular labels – 24 labels per sheet
Rhombus labels – 25 labels per sheet

What are the sizes of the labels?
Round labels – approx. 4.6 cm in diameter
Vertical Rectangular labels – approx. 5.7 cm X 3.8 cm
Horizontal Rectangular labels – approx. 5.3 cm X 2.6cm
Rhombus labels – approx. 3.2 cm X 3.2cm

I understand that for each sheet of labels there are 16-25 labels, depending on their shapes. Can I use a different name for these labels (contained within the same sheet)?
Unfortunately no. For each sheet of labels, it must be of the same name and font. If you wish to have different names for the same design, you will need to place them as separate orders.

Do you accept customized/special orders?
Yes we do. Please email us at and let us know what you need, the quantity required and provide us with the relevant logo/graphics. We will provide you with a quotation.