Support FAQs

Help

Covid 19: We are open for business! Our printers have processes in place to keep their staff safe and are operating as normal, although we have been advised that some shipments may take a little longer to arrive. 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 admin@sensitivematters.net.

General Help

Ordering and Delivery

1.
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

2.
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.

3.
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.

4.
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. 

5.
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

1.
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.

2.
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.

3.
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.

4.
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. 

5.
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. 

6.
Can I delete pages?

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

7.
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 Admin@sensitivematters.net and we’ll try to add it. 

8.
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. 

9.
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

1.
Can I upload multiple photos at once in the photo book section?

Yes. Go to the Images tab on the very left-hand side of your screen. At the top of the display panel on the left click Add files and navigate to where your photos are filed. Highlight the ones you want to add and click Open or Enter. The images you have added will appear in the display panel.

2.
Do I have the rights to download pictures from the internet?

The copyright to an image belongs to the person who created it. It is best to use public domain images from websites like Pixabay, Flickr and Unsplash. Check the terms of the site to determine if attribution is required and, if so, follow the requested format.  If, for example, you want to use an image of your old school from the school’s website, it’s best to ask permission first.

3.
How do I know if my photo is a high enough resolution to use?

You must be the judge of whether your photo is clear enough to include in your book. As this is a book of memories, you might feel it is appropriate to include old photos that are a bit blurry.  They will look in your book pretty much as they do on a computer screen.

4.
Can I leave image placeholders blank?

Yes, if you want to use a spread because you like the layout, but don’t want to fill all the image boxes, leave any blank and your book will print normally. Look in Preview to see how it will print.

5.
Can I leave text boxes and captions blank?

Yes, you can leave any title, caption or text boxes blank and your book will print normally. Look in Preview to see how it will print.

6.
How do I get rid of a space at the start of a line of copy?

When you cut and paste from Word it sometimes leaves a space at the start of a new line. Try and delete normally, but if this doesn’t work, delete the space and press shift and enter at the same time to start the new line of copy.

7.
How do I zoom in to see captions?

You get a better result if you use the + and – buttons on the top left of the screen rather than your keyboard Ctrl + or –

8.
What are the shortcut keys for copying and pasting?

Ctrl + A selects all; Ctrl + C copies; Ctrl + V pastes. On a Mac replace Ctrl with Cmd.

9.
How do I reposition captions?

Click on the caption just once. A black box appears. You can now move the caption and change the size of the box.

9.
Can I delete pages?

You can, but you will need to have added a page first. Go to the Pages tab on the very left-hand side of your screen. At the top of the display panel on the left click the blue + New Page button. The pages in the display panel will now have a cross in the right-hand corner. Click on this to delete a page.

9.
Can I change the order of my pages?

You can. Go to the Pages tab on the very left-hand side of your screen. In the display panel on the left it will show all your pages. Click on the page you want to move and drag it to where you want it.

10.
How many pages can I add?

Pages are added in twos (spreads). You can add up to six spreads (48 pages in total).

11.
How do I order another copy of my book?

Go to My Account on the top right of your screen. Click on Orders. Click on Re-order. You can either Checkout straight away or Edit Design to make changes.

12.
Is there a discount for ordering another book from Sensitive Matters?

Yes, if you use the same customer login details, subsequent purchases on any books get a 15% discount.

13.
My book is being rejected and I don’t know why?

Make sure you haven’t included any emojis. If you haven’t, and you still get an error message, send an email to admin@sensitivematters.net, providing any error messages you can see.

14.
Why are there fewer font size options in the Dementia Memory Book?

The regular font size in the Dementia Book has been set based on best practice. If the person you are creating your book for does not struggle with smaller font, there is a small option. If you want even smaller font options, then you could try The Memory Book product instead.