FAQ

Shipping & Returns

We ship worldwide.

UK shipping

If you choose to upload your videos yourself, shipping takes 2-3 working days.

If we are uploading your videos, shipping takes 3-5 working days.

EU shipping

3 - 11 working days

Middle East

3-7 working days

International Shipping 

5 - 14 working days

For orders outside of the UK, we use Royal Mail (Parcel Force) & DPD for shipping. The shipping cost will be calculated at checkout and may vary based on the destination country.

Please note: International shipments may experience delays due to customs processing, although custom duties are highly unlikely. Customers are responsible for any applicable customs fees, duties, and tariff

We offer free shipping for UK and EU (including Switzerland) orders. UK customers also have the option for next-day delivery at an additional fee. For express delivery in EU and Switzerland, customers must pay the relevant fee

Setting up classic & Troubleshooting

To set up your Classic Visual Book, connect it to your computer using the provided USB cable. The Visual Book will appear as a USB drive or external device on your computer. You can then drag and drop your videos and photos into the Visual Book drive. Remember to safely eject the Visual Book before disconnecting it.

Step-by-step guide available on our YouTube channel

Yes, you can add as many videos and photos to your Classic Visual Book, all depends on your internal storage

If your video isn't playing, it's likely due to it not meeting our recommended specifications. For optimal playback, please ensure your video adheres to the following:

  • Aspect Ratio: 16:9
  • Resolution: 1920×1080p (Full HD)
  • Format: MP4
  • Frame Rate: 30 fps
  • Codec: H.264

To simplify this process, use our video converter available on our website. It will automatically adjust your video to these specifications and email you the correctly formatted file, ready to be uploaded into your Visual Book.

The storage limit of the Classic Visual Book depends on its built-in memory capacity. Typically, product specifications, like storage size, are detailed in the product description. For the Classic Visual Book, check the specified memory (e.g., 8GB can take up to 6hrs) to determine how much content it can hold.

We understand that things happen, in the very rare unlikely situation where your book stops working due to manufacturing defects, get in touch and we'll replace your product free of charge within six months of purchase.

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