If you don’t see your question answered below,
feel free to contact us for more help.
Find answers to questions
or get in touch...
Use the form below or send us an email to email@example.com
Messages and emails are answered within 24 Hours (excluding weekends and holidays)
Monday to Friday from 09:00 to 18:00
How do I order a video?
Read the ‘How To Order‘ page for details on how to order your video.
The How To Order instructions are also linked from the Menu.
How long will my order take to deliver?
All orders are delivered within 24-48 hours. Orders should be placed in time to guarantee delivery in time for Christmas. Site notifications will advise of any changes to delivery times.
What format will my video be in? Is it HD?
Your video will be in Full HD, MP4 format.
How is my video delivered to me?
Once your video order is complete, we’ll send you an Order Complete email to the email address you provided at checkout.
This email will include a secure link for you to download your video directly to your own local storage.
Your link will have an expiration date (usually 7 days) so be sure to download your video before the link expires.
The expiration date is clearly shown in your Order Complete email.
Why does my download link expire?
Your order delivery email will include a secure link for you to download your video directly to your own local storage.
This download link is set to expire, normally after 7 days which should give you enough time to download your video.
Your download link expires for your privacy. We do not store your video on our servers for longer than the stated download period.
Videos that are deleted following the download expiration date are no longer accessible.
What if there is a problem with my video when you deliver it?
In the unlikely event that you encounter a quality issue with your video, please let us know the exact problem, using the contact form on this page.
We will gladly, and for free, replace any video where there has been an issue or error on our part.
Such issues include:
- The video content (image / text) is not as you provided to us
- There is an issue with the video download link
- The audio / video playback quality is not as described
We will always work with you to ensure your satisfaction however please note that we cannot replace videos for free where there has been an issue or error on your part i.e where we have provided the video to you using the content in your order.
Can I make changes to my video after I complete my order?
Unfortunately, all requests to change videos after you have submitted your order will incur a rework fee of €10.
Your request for rework must be submitted before the expiration date of your download link i.e. within 7 days of order delivery.
All such rework is limited to minor text changes or changes to a limited number of images.
This applies to all orders, whether completed and delivered, or not. The reason for this is that work may already have started on your video before you notify us of the changes you wish to make.
(Exception: If there is an issue or error with a completed video that has been delivered to you, and the issue is our fault, let us know the issue and we will of course fix it for you, free of charge.)
Should you wish to change your order (or notify us of an issue), please use the contact form on this page to let us know the changes you wish to make or the issue you have. You must include your Order ID with your message in both cases.
To avoid issues with image / text changes, please ensure that you are happy with the content you provide us at checkout. The quality and resolution of your images and the accuracy and spelling of your text is up to you.
We will use whatever logo you provide us, as-is. (including any logo we use from the homepage of your website).
We recommend high resolution transparent PNG images for logos. A low resolution logo may not look well in the final video.
JPG images are acceptable however lack of transparecy may affect the appearance of the final video.
Always double-check your text for accuracy and spelling, before you checkout and pay for your order.
What happens to my images / photos after my order is delivered?
Once your order is complete, you will receive an email confirmation with a download link that will expire.
Once you have downloaded your completed video, your images will be permanently deleted.
The image files for all abandoned orders where images were uploaded during checkout will be deleted within 60 minutes of cart abandonment.
Can I get a refund?
Due to the virtual nature of the products we produce, we will only provide refunds where we have made an error and a replacement video is not an option. Replacement videos are at our discretion.
An example of an error would be a difference in the text in the final video to that which you provided on the checkout form. Always doublecheck your text before sending. As we state on the checkout form, the text you provide will be used exactly as-is. We cannot assume mispellings etc.
Additionally, the quality and resolution of any uploaded image i.e. logo is the responsibility of the customer. We will use the provided logo as-is. A low resolution logo or a logo with a background may not look well in the final video.
Can I order multiple videos?
Yes you can, however you should make it clear in the ‘Add Custom Text’ section of the checkout page, which message(s) relate to each video. Images and photos can be uploaded separately for each order item so no need to detail those.
Do you only have Christmas videos?
During December and early January we focus on videos for Christmas, New Year and the Festive Season.
During that time Pix.ie becomes a Christmas Pix.ie!
A full range of video types and themes are available on Pix.ie during the rest of the year.
If you’d like to be notified when we re-open the doors to the full pix.ie video range, add your email to our newsletter , or you can just check back around the 2nd week of January.