Support FAQs


If you need help, then try the Help buttons on each page. For video help see our YouTube channel or see the questions and answers below. If you can’t find the answer, then email us at

General Help

Ordering and Delivery

From Saved Projects how do I complete a purchase?

Go back into your project via Continue editing and then you will be able to Add to basket / Add to cart top right

I didn’t complete the checkout and now I can’t find my book

Go to My Account and Orders and your unpaid order will be there.

How long will it take to get my book?

Normally production takes up to three full working days from the time you place your order. If you choose next day delivery, the parcel will be delivered the next working day after it is ready for dispatch, so within five working days. However, please bear with us during Covid-19 as we are experiencing delays in production and deliveries.

How do the discounts work?

If you have bought a book from Sensitive Matters before, you automatically get 15% discount off your order total pre delivery costs. 
We also have a bulk discount of 15% if you buy 2 to 4 of a particular item and 20% for 5 or more.
A repeat customer gets the bulk discount and then the 15% on top.

Creating your book

Please visit our YouTube channel for help videos on creating your book. 

I saved my project and now I can’t find my book?

Click on My Account on the top right of the screen. You will see Saved Projects at the bottom of the menu that appears. Your project will be there.

The Magic of You Help

Can I upload multiple photos at once in the photobook section?

You can only upload one file at a time from within the photobook section. To upload multiple files at once, save your book as a project, then go to My Account, Album Management.  There you can drag and drop multiple files at once.  To go back to your book, go to Saved Projects, and click on Continue editing.  The files you uploaded will be available to use in the photobook section.

I have created my avatars, but I can’t see my book or it isn’t showing properly

Make sure your browser is not zoomed in.  Click ctrl minus to zoom out or command minus on a Mac.

Why do I need to resize and reposition the avatars’ heads?

The software places the heads where we think they should be, but everyone’s head is a different size and shape, so some adjustment will be necessary to make them look right.

How long will it take to create my story?

It will only take a few minutes for the system to generate your book once you have uploaded your photos and created your avatars, but you should allow yourself time to edit the book so you are comfortable with the words, and also allow enough time to create the photobook section at the end, which is as much a part of your child’s story as how they were conceived. 

I don’t have enough content / photos to fill the pages, what can I do?

If you do not place photos on the pages or put text in the boxes, the pages will print as blank pages with just the background artwork. You could stick mementos and other keepsakes on these pages to make the book extra special. 

Can I delete pages?

Currently, it is not possible to delete any pages from The Magic of You book.

I don’t think my story is right, what can I do?

You can choose another story from the questionnaire and see if you can tailor it to suit you.  If you really can’t find a story that fits with your journey, let us know at and we’ll try to add it. 

We have triplets – what can I do?

The stories currently cater for up to two children.  If you have triplets or more, you need to create a book for each child (and edit the story).  In this case, please contact us for a discount. 

How do I delete photos in the photobook section?

If you don’t like the placement of a photo, click undo.  Alternatively, just drag a desired replacement into place.  


The Memory Book Help

When will I be able to create a Memory Book?

This product is in the final stages of production - watch this space!

The Dementia Memory Book Help

When will I be able to create a Dementia Memory Book?

This product is in the final stages of production - watch this space!