Help


General enquiries

How does the website work?

Once you have created an account on the website, you will be able to upload your photos to our website and use them to create a range of products such as digital prints, personalised photobooks, canvas prints, and gifts.

When you have made payment for your order, your products will be printed at our centralised production lab and sent to either your nearest Harvey Norman store or to the address that you nominate at time of placing the order.

Please note that orders placed on the website are not produced at your nearest Harvey Norman store.

Allow approximately 10 working days for your order to be received. This may vary during peak periods, such as Christmas.

Can I try the website before I join?

If you would like to try using the website before creating an account, you can do so by logging in as a guest:

  • From the home page of the website, click the “Sign In” link
  • Click the “Login as Guest” button

As a guest you will be able to upload photos and create projects online. However, you will not be able to place an order until you create an account. If you sign out of the website without creating an account, the photos you have uploaded and projects you have created will be deleted and not able to be recovered.

If you are signed in as a guest and you would like to create an account, please click the My Account button at the top of the page and follow the prompts.

How much does it cost to create an account?

It's free to create an account on the Harvey Norman Online Photos website.

If you would like information regarding the cost of products available, please click on the Product Categories on the left of the screen.

For information regarding shipping costs, please visit the Delivery Information page.

How can I get help using the site?

If you are not able to find the answers to your questions in the Help pages, you can contact our Customer Support Team using the Contact Us link.

We will reply to your email as soon as possible, but please allow up to 2 business days for a response to your query.

How do I find my nearest store?

You can find a Harvey Norman store near you by using our Store Finder tool.


Payment Information

How do I pay for my order?

Once you have added products to your shopping cart, you can complete the payment for your order via credit card or a PayPal account. Payment must be instant and orders will not be processed without prior payment.

Our payment process is provided by PayPal Australia. The site is certified as a VeriSign Secure site, which encrypts data and transmits payment details over an SSL (Secure Socket Layer) connection. SSL is a security protocol with which data is transmitted over an encrypted connection. The SSL connection is established automatically.

To learn more about PayPal visit the PayPal website.

Do I need to have a PayPal account? Can I just pay with my credit card?

You do not need to have an account with PayPal. You can pay for your order using an accepted credit card.

What are the Credit Card types accepted on the site?

The credit cards accepted on the site include Visa Card & Mastercard. We do not accept American Express.

I am having difficulty paying for my order?

As all payments to us are collected through PayPal, if you are experiencing difficulties making payment for your order please contact the PayPal Helpdesk on 1800 073 263.

Can I use a gift card or store voucher to pay for my online order?

Gift cards or store vouchers can only be redeemed at your local store, and unfortunately these cannot be used when placing your order for online photos or gifting items.

Can I pay for my order when I collect it from my nearest store?

Payment for orders made using the Harvey Norman Online Photos website must be made at the time of placing the order.

If you would like to make payment for your order at your nearest store, you will need to place your using the kiosks in the photo lab at the store.

For the details of your nearest store, please use our Store Finder tool.


Account Details

How do I create an account?

Click on the "Sign In" link at the top of the home page, which will open a new window.

If a new window does not open, you may need to turn off any pop-up blockers that may be active in your internet browser.

Click on the "Register for free" button.

Follow the prompts and enter the required information, and click on the "Submit" button to create your account.

I have forgotten my password

If you have forgotten your password, please click on the "Forgot my password" link on the Sign In page. Enter the email address that you used to create the account and you will be sent a confirmation email with your new password information.

If you do not receive an email, please check your spam or junk mail folders.

I would like to make a change to my account details

If you would like to change any of your account information, such as your email address, password, or contact phone number, please follow the instructions given below:

  • Click "Sign In" and enter your email address and password.
  • Once logged in, click the "My Account" button at the top of the page.
  • Change your account details as required, and then click "Apply" to save the changes.

I would like to start receiving email notifications about discounts and special offers

You can join our mailing list and start receiving periodic emails with information about discounted items and new products, by:

  • Click "Sign In" and enter your email address and password.
  • Once logged in, click the "My Account" button at the top of the page.
  • Click the My Details tab
  • Remove the tick in the check box at the bottom of the window
  • Click Apply


Order Information

Can I cancel and receive a refund for my order?

Once your order is submitted, it is unfortunately not possible to cancel your order.

Our photo lab uses a highly automated production system, and orders placed on the site can not be removed from the workflow.

I have placed my order and realised I have made a mistake and would like to make a change. How can I do that?

Once your order is submitted, it uploads directly into an automated processing system. Once your order has been placed, it is unfortunately not possible to make any changes to your order.

We are also unable to change any of the contact information or delivery details of orders that have been submitted for processing.

Please make sure that you carefully check all of the details of your order before you complete payment.

Are the photos I order online printed at my local store?

No. Your photographs are printed at an centralised printing lab and shipped to your local store or the address that you nominate at the time of placing the order. For information on shipping times, please visit the Delivery Information page.

I have a coupon code for a promotional offer. How do I redeem it?

How to redeem your code :

  • Design your order and place your completed item in the shopping cart
  • Repeat the process with any other products or prints that you would like to order
  • When in the 'Invoice Summary' section, use the promotions drop down menu on the left of the screen select 'Use coupon code'.
  • Enter the code, and click apply (the amount of the discount will be shown in red).
  • Proceed to checkout and make payment.

I have not received a confirmation email from Harvey Norman PhotoCentre once my order was placed, but I have received an email from PayPal. Will my order be processed?

If you do not receive a confirmation email from Harvey Norman PhotoCentre for your order, please check the spam or junk folder of your email program. If your Harvey Norman confirmation email is not there, please contact Customer Support to confirm that your order has been received.

I am not happy with the order I have received. What do I do?

If for any reason you are not satisfied with the quality of our products, you should contact our Support Team within 30 days of placing your order via the Contact Us page.

Please ensure you refer to your Order Number so that we can assist you.

Once you have contacted us and we have identified the cause of the problem, we will let you know the options available. Where the problem has occurred in the production of your order we will usually be able to arrange a re-print or a refund. Please note that in some circumstances you may be required to return the item to us using our Reply Paid address so that we can assess the item before we agree to re-print or refund.

This Returns and Refunds Process does not apply where poor quality products are produced due to:

  • Your decision to use a low resolution or poor quality image; or,
  • Errors in spelling, punctuation or accuracy of any text, or the placement of images, text or embellishments. This also includes custom selections such as borders, formatting and also errors that you have made in selecting the size or type of product, for example you have selected matte finish for digital prints, and you had wanted gloss prints.

We recommend you carefully preview your project before ordering, and ensure you are satisfied before adding the item to your Shopping Cart. A tick box will prompt you to confirm this at the time you place your project into your shopping cart.

Please note that we cannot cancel or make any changes to orders once you have proceeded through the payment checkout.

If you wish to claim under this Returns and Refunds Process you must contact us within 30 days of placing your order.


Delivery Information

How long does it take to process my order?

Your order will be printed and despatched from the lab within approximately 10 days of the order being placed. This lead time may vary during peak periods.

What are the delivery costs?

For delivery costs, please refer to the Delivery Information page.

Can my order be prioritised or sent by Express Post if I pay extra?

We are unable to prioritise orders that have been submitted, and the lab will process jobs in the order that they are received. Due to the large volume of orders processed, the lab is unable to single out an order to send via Express Post.

How can I check the status of what I have ordered online?

You can now check the status of your online order and view your order history by:

  • Click "Sign In" and enter your email address and password.
  • Once logged in, click the "My Orders" button at the top of the page
  • The current status of your most recent orders will be displayed.

A description of each status can be seen below:

In Progress - Your order has been received by our system and the printing lab is processing the information.
In Production - The printing lab has received your order and is currently printing and producing your items.
Shipped - Your order has been packaged and posted from the printing lab.
Received in store - Your order has been received at the store and is ready to be picked up. A confirmation email will be sent to you to confirm that your order is ready (This only applies to orders chosen to be picked up instore)

My Order Status is 'Shipped' but I have still not received my order

Your order status will display as 'Shipped' once your order has been despatched from the lab. The date the order is shipped will be shown in the 'Status Date' field in the My Orders section of the website.

Your order will be delivered via Australia Post and normal postage times will apply. If your order is being delivered to your nearest Harvey Norman store, once your order is received the store will email you and advise that your order is available for collection.

Can I change the shipping address, pick up location or contact phone number after my order has been placed?

Once an order has been finalised and submitted for processing, it is unfortunately not possible to make any changes to your order, including the delivery address and contact phone number.

I have not yet been contacted by my local Harvey Norman store to say my order is ready to be collected. How do I chase it up?

If your order has been shipped and you have not yet received a email from your nearest store, you can call and speak to the Harvey Norman Photos staff. You can use the Store Finder to find the contact details of your nearest store. Provide your name and order number to the store staff and they will advise if your online order is available for collection.

If they do not have your order, please contact Customer Support via the Contact Us page.

I have chosen Home Delivery but my order has not arrived

If your Home Delivery order has been shipped and has not yet arrived, please contact your local Post Office to enquire if your order is being held for collection.

If they do not have your order, please contact Customer Support via the Contact Us page.

I have only received part of my order

Due to certain products being fulfilled by different printing labs, you order may not arrive in the same parcel.

Please check the My Orders tab of the website to confirm the current status of each part of your order. If your order is being sent to your nearest store, you will be emailed when each item is available to be collected.


Technical help

How do I upload my photos?

  • From the Main Menu, click on the My Photos button
  • Select an Album to upload your photos into. If you do not have an album, you will need to create one
  • Click the "Upload Pictures" button
  • Select an Image uploader to use and click OK
  • If you select the Aurigma uploader, a message may appear at the top of your browser that states: "The website wants to install the following add-on" Click on the message and select "Install ActiveX Control"
  • Follow the instructions given to install the software. You may need to log back in to your account.
  • When using the Aurigma uploaded, you will also have the option of choosing an upload quality. Select an Image Quality option, and click OK. If you would like to order large items such as canvas prints, we recommend using the Large Image Upload option (for more information, click here)
  • You will then be able to select the location on your computer from which to upload your photos. ie. My Pictures.
  • Select the images that you would like to upload, and click the "upload" button. Your photos will now be uploaded to your album.

What format do my photos need to be to upload?

When you are using the Aurigma Uploader you are only able to upload files in JPG or PNG file formats.

The Imagine Uploader accepts JPG, PNG, GIF, TIFF, BMP or PSD files.

Do my photos get resized automatically during upload?

When using the Aurigma Uploader, There are 3 different upload options available.

Small - Suited for small gifting items.
Medium - Suited for regular prints and some enlargements.
Large - Suited for large prints and canvas.

The image will be resized based on your selection. By choosing a smaller upload option, the upload speed will increase, however the image quality will be reduced. You only need to use the upload size based on what you are planning on ordering. The quality of the image will not be increase by choosing a higher upload option.

Your files will not be resized when using the Imagine Uploader.

I am having problems uploading photos using a Mac computer

There are a number of reasons why you may not be able to upload your photos using a Mac OS computer.

If you are using Safari as the internet browser, we suggest you try using Firefox as the browser instead
(free download available from here)

If you are unable to see an "Upload" button, this may be an issue with your screen resolution. To resolve this problem:

  1. Click on the Apple menu in the top left hand corner of the screen.
  2. Select System Preferences -> Displays
  3. Under the heading "Resolutions" select a setting of 1024x768 or higher

If you have not been able to upload your images using the Aurigma Uploader, try using the Imagine Uploader instead.

If the above does not resolve the issue, we suggest you clear your cookies and cache. When using Firefox, this can be done by:

  1. Once your browser is open, click the Tools menu and select Clear Private Data
  2. Remove checks from everything except cache. Leave cache checked.
  3. Click Clear Private Data Now

Why and how do I clear my browser cache?

Often referred to as the cache, the Temporary Internet Files folder contains a kind of travel record of the items you have seen, heard, or downloaded from the Web, including images and Web pages. Typically these items are stored in the Temporary Internet Files folder. All those files stored in your cache take up space, resulting in your computer more time to display a Web page.

From time to time, you may need to clear out the files stored in your cache to free up some space on your computer. This is called clearing the cache.

In order to clear your cache for just the current page you're visiting. Press and hold [Ctrl] on your keyboard, then Press [F5] or click on the Refresh button (square button on the toolbar with opposite-facing arrows).

You can clear all of your temporary internet files by following the instructions below:

Internet Explorer

  1. Once your browser is open, click the Tools menu and select Internet Options.
  2. Make sure the General tab is selected.
  3. Under "Browsing History" click "Delete"
  4. In the new window, click "Delete Files" in the Temporary Internet Files section, and then "Yes"

Firefox

  1. Once your browser is open, click the Tools menu and select Clear Private Data
  2. Remove checks from everything except cache. Leave cache checked.
  3. Click Clear Private Data Now

I am doing my own colour correction. Which colour space profile should I use?

If you are performing your own colour correction using an external image editing software package, we recommend that you use an sRGB colour space profile.


Digital Prints

How do I order digital prints?

  • From the Main Menu, click on the "Digital Prints" button, then click, "Create Now"
  • Select the album that your photos have been uploaded to, and click ok. (For help uploading photos, click here.)
  • Select the photos that you would like to order, and click Next.
  • Select the print size for the photos that you would like to order.
  • For each photo, use the Preview and Edit features to ensure that important parts of your photo will not be cropped off when printed. Areas to be cropped will be marked with a grey shaded area when editing your photo (for more information, click here.)
  • Select the prints you would like to order by clicking on them, or clicking the "Select All" button.
  • Use the "+" key to select the quantity you would like of each print.
  • When finished, click "Continue"
  • You will need to acknowledge that you have previewed your order (for more information about this, click here.)
  • Select the paper type for your order and click Continue.
  • Select any border options for your order and click Continue
  • Click on the "Check Out" button to finalise your order or "Continue Shopping" to add further items to your Cart.

How do I preview images to ensure that my photos are not cropped?

Depending on the size of your original image and the paper size that you select for your prints, some amount of cropping may occur to your photos.

To ensure that this cropping does not result an important part of your photo being removed, we recommend that you preview each image before proceeding with your order. To preview your photo:

  • Choose the photos that you would like to order and size from the list on the right hand side of the screen.
  • Select a photo to preview by clicking on it once. Your photo will be highlighted.
  • Click on the Preview button.
  • Your photo will be displayed and any cropping that will occur will be shown with dark grey shading.
  • If you would like to adjust the area of the photo that will be cropped, close the preview window, click on Edit, and then Crop.

How do I crop my photos?

It is possible to crop photos that you have uploaded at the time of placing your order by following the instructions given below. Please note that the following instructions will not affect the original image that you have uploaded to your account, and your changes will only apply to your current digital print order.

  • When creating your digital print order, select one photo you would like to crop, by clicking on it once. Your photo will be highlighted.
  • Click the "Edit" button
  • Select the "Crop" tool
  • Drag the circle on the corner of the print area (or the edges of the highlighted area) to adjust the size of the print area. You can also click and drag on the print area to reposition the area to be printed.
  • Click "Apply" when done, and then "Save".

A yellow exclamation mark (!) or a red cross (X) appears on my photo on the screen. Why is that?

The yellow exclamation mark and red cross are warnings that the image that you have used for your photo are of a low resolution, which may give poor results when printed.

We strongly suggest that you do not proceed with your order if these warnings appear. To continue with your order, either select a smaller sized print or try uploading a larger size image.

Can I add text to my photos?

Unfortunately, it is not possible to add text to your photos after they have been uploaded to the website.

If you would like to add text to your photos, you will need to do this using an external image editing software package (such as PhotoShop) before uploading your photos to the website.


Photobooks

I need assistance creating my photobook order

Please refer to the following information for assistance creating your personalised photobook project.

I would like to arrange my photos to be placed in my photobook in a certain order. Is that possible?

Yes. When creating your photobook, you will have the choice to have your photos automatically positioned in the photobook project or to create your own layout. If you would like to position your photos yourself, select the "From Scratch – Build your book page by page" option when prompted.

How do I add more pages to my photobook?

In order to add extra pages into a photobook project, please follow the instructions given below:

  • Open your photobook project
  • Click on the "Arrange Pages" button at the bottom of the screen.
  • Select the page after the page you would like to add by clicking on it once.
  • Click the "Insert" button.
  • It is also possible to change the order of your pages by clicking each page and dragging it to a new location

Please note: It is only possible to add extra pages to some sizes and styles of photobooks. Additional charges apply for extra pages (see here for more details).

Can I upload and add more photos to my photobook after starting my project?

Once your project is underway, you can click the 'Load More' button and follow the prompts to upload and add more images to be used in your project.

Can I change the style of photobook once I have started my project?

Once you have started a project you cannot change the style of your photobook. If you go back to the start of your project to change the size or style, you will lose the progress of your project.

If you would like to change the size or style of your photobook project, please save the project you were working on and start again, using a new project. You can use your original saved project as a visual reference for recreating it.

Can I order the photobook I have created in different sizes once I have completed my project?

Unfortunately not possible to recreate a project you have already saved in a different size or style. If you would like to change the size of your photobook, you will need to create a new project.

A yellow exclamation mark (!) or a red cross (X) appears on my photo on the screen. Why is that?

The yellow exclamation mark and red cross are warnings that the image that you have used for your photo are of a low resolution, which may give poor results when printed. We strongly suggest that you do not proceed with your order if these warnings appear. To continue with your order, either reduce the size of the image until the warning disappears or try uploading a larger size image.

I am ordering a Classic photobook with a cut out in the front cover. Will the dotted line on the first page appear in my finished photobook?

Classic photobooks have a cut-out window in the cover which allows you to see the image on the first page through the cover. The dotted line on the first page indicates the area that will be able to be seen through the cover of the book. The line will not appear on your finished project, and acts as a guide only.

I have accidentally deleted a project that I have already ordered. Can I order more copies?

If you have deleted your saved project from your account, you will unfortunately not be able to order more copies of this item. You will need to recreate the deleted project, perhaps using your initial order for visual reference.


Canvas Prints

I would like help creating my canvas print order

Please refer to the following information for assistance creating your canvas print project.

What is the red border around the canvas print work area?

The red border around the work area indicates the part of your image that will be wrapped around the side of the frame on your finished canvas print. The red border itself will not be printed on your canvas, and appears as a guide only.

When designing your canvas print, please make sure that all of the image that you want to appear on the front of your canvas is inside the red border.

A yellow exclamation mark (!) or a red cross (X) appears on my photo on the screen. Why is that?

The yellow exclamation mark and red cross are warnings that the image that you have used for your photo are of a low resolution, which may give poor results when printed. We strongly suggest that you do not proceed with your order if these warnings appear.

To continue with your order, either reduce the size of the image until the warning disappears or try uploading a larger size image.

Can I upload and add more photos to my canvas print after starting my project?

Once your project is underway, you can click the 'Load more' button and follow the prompts to upload and add more images to be used in your project.

Can I order canvas print that I have created in a different size once I have completed my project?

It is unfortunately not possible to change a project you have already saved in a different size. If you would like to change the size of your canvas print, you will need to create a new project.

How do I clean my canvas print?

Do not use water or cleaning fluids to clean your canvas print. To remove dust from your canvas print, vacuum gently using a soft brush attachment


Calendars

Can I change the start date of my calendar once I have started my project?

Once you have started a project you cannot change the start date of your calendar. If you go back to the start of your project to change the start date, you will lose the progress of your project.

Please save the project you were working on and start again, using a new project. You can use your original saved project as a visual reference for recreating it.

Can I upload and add more photos to my calendar after starting my project?

Once your project is underway, you can click the 'Load more' button and follow the prompts to upload and add more images to be used in your project.

A yellow exclamation mark (!) or a red cross (X) appears on my photo on the screen. Why is that?

The yellow exclamation mark and red cross are warnings that the image that you have used for your calendar are of a low resolution, which may give poor results when printed.

We strongly suggest that you do not proceed with your order if these warnings appear. To continue with your order, either reduce the size of the image until the warning disappears or try uploading a larger size image.


Photo-Gifting

A yellow exclamation mark (!) or a red cross (X) appears on my photo on the screen. Why is that?

The yellow exclamation mark and red cross are warnings that the image that you have used for your photo are of a low resolution, which may give poor results when printed. We strongly suggest that you do not proceed with your order if these warnings appear. To continue with your order, either reduce the size of the image until the warning disappears or try uploading a larger size image.

I cannot see the finished gift on the screen, have I done it right?

With photo gifts, you are required to drag your image into the work area and then position or edit it as required. What is visible in the work area will be printed on the item you have chosen. The image shown to the right of your project is only a guide of how your finished product will look.