If you bought your deal on Groupon, the code is in the Groupon app or on groupon.co.uk, not on our website. Open My Groupons, choose your Printerpix voucher, and tap Redeem now or View Voucher. The code is shown below the barcode. Your Groupon confirmation email does not print the code in the message itself. Tap "View Voucher in App" in that email and it will take you to it. If your voucher is a Printerpix gift voucher, the code is on the voucher itself. If you bought it from another deal site, the code will be in the confirmation that site sent you.

Groupon does not redeem the deal for you; you do that here. Type the code from your voucher into the box above and press Continue, and we will show you the products your deal covers. If you reached us from a link inside a deal-site app and something will not load or upload, open our website in your normal browser and come back to this page.

The voucher code is 10-12 letters and numbers, with no spaces or hyphens. It is not your Groupon order number, not the Groupon security code, and not a Printerpix order number (those are 8-9 digits). Mixing these up is the most common reason a code is rejected.

It starts your order. We show you the products your deal covers, you design yours, and at checkout you pay for anything the deal does not cover, such as delivery, extra pages and upgrades.

Once a code has been redeemed, the site you bought the deal from can no longer refund the voucher. So check that the deal covers the product, size and page count you want before you type the code in.

1. Is it the right number? The redemption code is the 10-12 character code on the voucher itself.
2. Is it a typing slip? Codes mix letters and numbers, and some characters look almost the same on a voucher: the letter O, the number 0 and the letter Q; the capital letter I, the lowercase l and the number 1; S and 5; B and 8. Type the code exactly as it is printed, and if you copied and pasted it, check that no space has come along at either end.
3. Is it the right product? The code only works on the exact product, size and page count your deal covers, so check your voucher.
4. Are you on the right website? Your voucher works only on the Printerpix site for the country where you bought the deal.
5. Has it already been used? Each code can be redeemed once.
6. Check the dates. Your voucher shows an expiry date, and the deal itself can have a separate closing date.

Still stuck? Open the chat and send us the code plus a screenshot of your voucher.

Your deal covers the product; delivery is charged separately at checkout, and you will always see the exact amount before you pay.

Start with the Available Upgrades and Options list in your basket. It is closed by default, so it is easy to miss, and paid extras such as HD 6-Colour Printing or Remove Logo can be sitting inside it already ticked. Open it, untick anything you did not mean to add, and press Update.

Check the Rush My Order, Jump the Queue box just above it as well. That is a paid upgrade too.

The other usual reasons are extra pages beyond the number your deal covers, charged per page, and delivery. Everything is itemised in the order summary before you pay. If the numbers still do not add up, send us a screenshot of your basket in the chat and we will go through it line by line.

A set number, shown on your voucher. You can add pages beyond it and they are charged per page, itemised before you pay. Check that number before you start designing. Pages added without noticing are the most common reason a total comes out higher than expected.

No. A voucher cannot be combined with a promotional code or another offer, and only one code can be used per product. Use whichever gives you the better price.

Codes have to be entered before you pay and cannot be applied to an order that has already been placed. If it has only just happened, open the chat straight away with your order number and the code. The sooner you tell us, the more we can usually do.

One code, one order: add the product, set the quantity to match your deal, and enter your code once at checkout. Everything ships together to one address. If you want each item to have a different design, design and save each one as its own project, then add them all to the cart from your Projects page before entering the code.

You can use multiple voucher codes in the same order, provided they are for different deals or products. Add the products covered by each deal to your cart, then enter the corresponding voucher codes at checkout.

Please note that multiple vouchers for the same deal or product cannot be combined in one order. Each voucher can only be applied to the product included in its specific deal.

Deals are usually advertised in centimetres and our site lists inches, so the same product looks like two different sizes. For example, 76 x 50 cm is our 30 x 20 inch, and 30 x 40 cm is our 12 x 16 inch. Converted sizes are approximate, so a small difference is normal. Unsure which to pick? Send us the size on your voucher in the chat.

Use the original photo from your phone or camera wherever you can. Pictures saved from social media or forwarded through a messaging app have been compressed. They look fine on a screen but can print soft or blocky once enlarged. The bigger the product, the more it shows. An image that is perfectly good as a 6 x 4 print may not hold up on a large canvas.

Vouchers are tied to the country where the deal was bought, so redeem yours on that country's Printerpix website. Go to that site and open the chat there. The team on that site can take you straight to its redemption page.

Yes. Open your Projects page, add the finished project to the cart, and enter your code at checkout as normal.

The expiry date is shown on your voucher, so please make sure to redeem it before that date. We cannot extend it, but if you send us your code we can tell you exactly how long you have left to place your order.

If your voucher has already expired, contact us in the chat with a PDF copy of your voucher, showing the code and the expiry date. We will review it and let you know what options are available.

• Before you redeem it: if it is a Printerpix gift voucher, you can cancel it with us within 14 days of buying it, as long as it has not been redeemed. If you bought it from a deal site, refunds are theirs to handle under their policy, so please contact them directly.
• After you redeem it and place an order with us: if something is wrong with what you receive, tell us within 30 days and we will reprint it or refund you (for the amount you paid us, such as delivery). Where the voucher came from a deal site such as Groupon, the voucher amount was paid to them, so a refund of that has to come from them.

Because everything is made to order, we need 1 to 3 working days to produce your item before it ships. Delivery then takes 2 to 3 working days on Standard Delivery, 1 to 2 working days on Expedited Delivery, or 1 working day on Rush Delivery. You choose the option at checkout, and any date we give is an estimate.

Vouchers have a use-by date printed on them (and on the deal page where you bought it). After that date the code cannot be redeemed online. Type your code into Check my voucher at the top of this page to see the exact date, then contact us if you think it is wrong.

Most vouchers are for one specific product and size, for example a 20-page 8×8 photobook. If you pick a bigger size, more pages, extra copies or a different product, the difference is charged. The Check my voucher box above shows exactly which product your code covers.

Codes are region-specific: a voucher bought for our UK site will not work on printerpix.com, .de or another country site, and vice versa. Check my voucher tells you which site your code belongs to and takes you there. Also check for typos — the letter O and the number 0 are the usual culprits.