Question 1

Why choose Luna Pix?

Accepted Answer

Luna Pix is proudly Australian owned and operated with non of our photo scanning or restoration work is ever sent overseas and we service Australia nationwide.
 
Luna Pix utilise some of the highest quality scanning equipment available on the market today. We are friendly, approachable and readily available to discuss your photo requirements and any other service we provide with you.

We place great care with your photos from the moment they are received until we return them back to you again and only use Australia Post which incorporates a real-time tracking system and electronic proof of delivery.

Luna Pix stores your images for a period of 3 months to ensure you have a backup if anything goes astray and in summary, we will always do our best to provide you with the best quality product possible.

Question 2

What areas does Luna Pix service?

Accepted Answer

We are a proud Australian based business and undertake all work within Australia, and never outsource our photo scanning and restoration work overseas.
 
Luna Pix can potentially provide our services worldwide, however our main focus is on providing our services to all of Australia.

Question 3

What are the benefits of having my photos digitally scanned?

Accepted Answer

The benefits of having your printed photos digitally scanned are numerous, these include:

It safeguards their longevity.
If for whatever reason your printed photos are lost or damaged beyond repair in incidents such as fire, flood, vermin infiltration, fading, or any other means of deterioration, having them scanned and stored on a USB, external storage device and/or stored in an online cloud service will substantially increase the likelihood of them enduring.

It allows for the photos to be restored or altered.
Scanned prints enable them to be restored to their brilliant best, cropped to an alternative size, colourised if black and white and if so inclined, to be artistically altered to some other configuration of your choosing.

You can easily flip through your photos
The days of fussily pulling prints out their packet whilst trying to avoid leaving greasy fingertips on the photos; or turning stiff cardboard pages of an aging photo album whilst trying to see clearly through the glare of the aging plastic sleeves have all but ran their race. How quick, easy and relaxing is it to simply click or swipe an electronic device and look at the clear images being displayed on the screen.

It allows them to be easily shared
Having your photos digitised makes it easy to share them with friends and family via email, social media or some other online format, or by just by digitally transferring them between drives. Using your smartphone, tablet or laptop you can simply flick from one image to the next and if desired, you can comfortably display the images on your home TV.

Scanning allows you to have a copy of your photos
Copying your photos allows you to preserve the originals. You can then alter the size of a copy, or the colour, or shape or whatever. Once the photo is perfected, you can have it reprinted, framed, mounted, and then admired forevermore.

Question 4

I can use a phone app to scan my photos, why would I use Luna Pix?"

Accepted Answer

Whilst phone scanning apps are a great product, we have found that they do not compare in quality with having your photos scanned using traditional automatic and flatbed scanners that are on the market today.

Luna Pix scans each photo at a high resolution of 600dpi and will even scan to 1200dpi if requested.

Photo apps scan to a much lower resolution (understood to be 72dpi) which is good to display your images on a screen but is unsuitable when having them printed to display in a photo frame or digital photo frame, or having them presented in a photo book.

Although using a phone app is quick, it is still time consuming. You still need to ensure the right lighting and camera angles to prevent glare  and/or shadows being produced in your scanned image, time waisted if you are looking to achieve high quality images.

Question 5

What can I do with my scanned images?

Accepted Answer

Digital images of your photos can be used in many ways, including sharing them online via email, or by sharing them with a cloud provider such as Dropbox, Google Photos, iCloud, MS Onedrive, or similar.

You can also share them via a Social Media platform such as Facebook, Instagram, and many others.

How about creating a slideshow (Luna Pix can do this for you) to show online or simply show your friends at home on your PC or TV by screen mirroring. 
Slideshows are also a great way to portray a persons life celebration, milestone birthdays, engagements, anniversaries, reunion celebrations etc.

You can have your favourite images transferred to an electronic digital frame for display within the home or perhaps have a photo book created.

They can also be enlarged and printed for framed display or have them affixed to a 
t-shirt, mug, or similar item to display to the world.

Need help? Luna Pix can either provide guidance or fulfil the requirements of many of these activities.

Question 6

How long does it take to complete each project?

Accepted Answer

Completion times may vary from project to project depending on size, quantity, restoration time, and locality.

Luna Pix endeavour to complete and ship projects within your requested time frame and will always communicate with you with regards to meeting your expectations.

Question 7

What Other Services does Luna Pix offer?

Accepted Answer

Luna Pix offers a wide variety of services such as:

• Bulk & Customised Photo Scanning
 • Photo Editing and Restoration,
 • Colourisation of Photos,
 • Creation of Slideshows, and
 • Removal Unwanted People or Objects from what would be a special photo 
but for those items in them.

Luna Pix can also create:

• Collages, montages,
 • Cartoons, caricatures,
 • Advertising posters,
 • Business branding - logos, and
 • Trippy artwork for display.

If you would like more detailed information on these services, please view the our ‘Other Services’ section on the website.
 
Luna Pix also has an on-line store coming soon which will supply a diverse range of products.

Question 8

What payment methods does Luna Pix accept?

Accepted Answer

Electronic Fund Transfers (EFT):
We accept payment by direct credit to our bank account. Our invoice will contain banking details. Payment is due within 14 days of invoice.

Phone or in Person Payments:
Credit card payments can be accepted via Mastercard or Visa Card using the Square payment system.
On-line Payment:
On-line purchases are payable by Mastercard, Visa Card and PayPal only, using the Square payment system..

Please note that there maybe a credit card transaction fee applied to your purchase.

Question 9

What if I have an urgent order?

Accepted Answer

Where scanned images, restoration and/or a slideshow are needed quickly for a celebration or memorial. Luna Pix will make every effort to complete your project in your requested timeframe.
 
However, this will be at an additional cost based on the value of the order and the expected turnaround time.
 
Please contact us to discuss.

Question 10

Do you send photos overseas to do the scanning process?

Accepted Answer

Never. Luna Pix is proudly Australian owned and operated and all photo scanning and restoration projects are undertaken entirely by us in Australia by our team.

We will never send your photo scanning or restoration images overseas to have them processed.

Question 11

What photo scanning resolutions can I choose?

Accepted Answer

Photos can be scanned at resolutions of 300dpi, 600dpi or 1200 dpi, with the maximum size for album pages being 600dpi.

Resolution Size Guide:
 • 300 dpi  :  Used for social media, smaller prints, slideshows and television.
 • 600 dpi  :  Optimum for photo books and can be cropped and enlarged to A4.
 • 1200 dpi:  Perfect for high-quality editing. 6x4” prints capable of being
                     enlarged to A3.

Luna Pix scans all prints at a 600dpi resolution unless requested otherwise. If you require scans at 1200dpi resolutions, this will increase the cost by 50%.

Question 12

Do you enhance my photo(s)?

Accepted Answer

All photos are automatically enhanced as part of our bulk scanning service.

If requested we can provide to you both the original scan and the enhanced scan.

For all other enhancements or alterations to the photo, please contact us to discuss.

Question 13

What format will the files be stored as?

Accepted Answer

Each photo will be provided in JPEG format, unless otherwise instructed.

Question 14

What size photos can Luna Pix scan?

Accepted Answer

• For Shoebox scanning the maximum size of a printed photo that we can scan is A4  - 8x12 inches (20cm x 30cm).

• For larger sizes we can manually scan to a maximum size of A3  - 16x20 inches (41cm x 51cm). Prices start from $3.10 per scan.

• All prints larger than A3 - 16x20 inches - will need to be photographed, with prices starting at $80 for this service.

Please contact Luna Pix for further information.

Question 15

What are my responsibilities when sending in my photo’s to Luna Pix for scanning?

Accepted Answer

If Luna Pix needs to spend extra time on your scanning project an additional cost of $3.50 will be charged for each photo that requires the additional work.

To avoid additional costs please ensure your photos are:

• Clean and free of loose particles, glue or Blu Tack
 • Removed from any album or frame
 • Not torn, physically damaged, laminated, Polaroid or Kodak Instant.

Question 16

Are my photographs safe?

Accepted Answer

Luna Pix will always endeavour to keep your photos as safe as possible!

To minimise the risk of your photos being damaged or lost Luna Pix will:

• Supply a pre-paid, self-mailer box for you to pack your photos into and will also provide foam inserts to prevent the stack of prints from shifting when being handled, this will assist in protecting your photos during transport.

• Use Australia Post to transport your photos from door-to-door with real-time track, trace and electronic proof of delivery

• Use Australia Post who will SMS or email notification to confirm booking, pickup and delivery.

• Use Australia Post who provides $100 compensation for items lost or damaged.

• Use white cotton gloves to handle your photos during the scanning process.

• Use compressed air to blow any dirt or dust off your photos.

• Use a flatbed scanner for delicate and or vintage photos.

What is the best way for you to pack fragile, ripped or individual photos?

• Check with your local Post Office for suitable packaging, e.g. a rigid mailer.

• Protect the front and back of the photo with thick cardboard, and then place it in reinforced packaging such as a padded bag

• Close the package with heavy-duty packing tape

•  Ensure the package is correctly addressed and 
 • Add the following label to the package.
 
https://static.wixstatic.com/media/undefined

Question 17

Do you clean the photos prior to scanning?

Accepted Answer

Photos deemed to have a covering of dirt, dust or similar grime will be lightly sprayed with air to remove any loose particles before they are scanned.
 
An additional charge of $3.50 will apply for each photo that needs cleaning to remove sticky particles, such as glue, Blu Tack, or similar.
 
Cotton gloves are used when scanning to ensure your photos are kept clean

Question 18

Do I get my photos back?

Accepted Answer

Definitely, the photos you send to us are your personal asset.
 
We only handle them during the scanning process, and then post them back to you once the order has been completed, including the USB thumb drive &/or other storage device containing your scanned images.

Luna Pix also provide you with access an online storage folder, which you are able to access for 30 days. This is a safeguarding measure to ensure there is a copy available whilst your originals are in transit.

Question 19

What if I am not happy with the end product?

Accepted Answer

Luna Pix endeavour to always act ethically and honourably in all of its business dealings. We will amicably work with customers to ensure that any concerns with a project are discussed and where possible, rectified to the customer's preference.

Restoration and Other Services:
Once we have completed the restoration of your photo, we will email you a reduced-sized and watermarked copy for approval.

This provides you with the opportunity to evaluate your photo and provide feedback, to ensure you are happy with the results.

If the image requires further work we will do all we can to rectify the image until we meet your expectations.

Should we not be able to meet your expectations then the only cost to you will be for the postage of your photos back to you, this will not include any completed work.

For all other products and services please review our return policy.

Question 20

Are copies of my photos retained by Luna Pix?

Accepted Answer

Yes. Luna Pix will keep a copy of your digitised prints free of charge for a period of 
3 months.

This practice is a safeguarding measure to allow time for your printed photo's and storage device to arrive back to you, but in the unlikely event they do not arrive then we have a back up your images.

Future Backups
Luna Pix strongly recommends the use of multiple storage devices for your photos and will save your scanned images to the other selected devices for a cost of $20 per device (this is for the cost of the scanning, not the device)

Please discuss with us any other storage situation you would like to organise, such as copying the image files onto an online cloud account.

Question 21

Can I obtain additional copies of my scanned images?

Accepted Answer

Yes you can purchase as many USB Thumb Drives as you like from our on-line store, or you can even send additional drives along with your photos.

Luna Pix will save additional copies onto your supplied storage device for an additional cost of $20.00 per storage device.

Please discuss with us any other storage situation you would like to organise, such as copying the image files to a hard drive or placing them onto an online cloud account.

Question 22

Once my prints are digitised, can I view them on my Television or a Digital Photo Frame?"

Accepted Answer

Yes you can, there are a few ways that you can do it, but it will all depend on the equipment you have.

TV viewing you can:
 • plug the USB drive straight into the TV USB port, or 
 • mirror image your computer screen to the TV 
 • Plug your computer into the TV USB port.
You can then scroll through your photos showing them friends or family.

Digital Photo Frame
 • plug your flash drive (USB) into a digital frame to have numerous images continuously displayed in your home at specified time intervals.

Question 23

Do you digitise slides and negatives as well as photo prints?

Accepted Answer

Yes. Luna Pix can also digitise your slides and negatives.
 
However, Slides and Negatives are not included in the price for either the Small or Large Shoebox.

If you would like to digitise Slides and Negatives, please add them into your Shoebox if they fit, our team will count them and provide you with a price.

You will be invoiced separately for the digitisation of any Slides or Negatives at a cost of $0.75 per image of any Slide or Negative.

Please contact us if you have any questions.

Question 24

Does Luna Pix create Slideshows?

Accepted Answer

Yes. Luna Pix can create amazing slideshows for you to display online where friends & family can view your photos.

Slideshows are also a great way to portray a persons life celebration, milestone birthdays, engagements, anniversaries, reunion celebrations etc.

Luna Pix can also add music, audio and other special effects to your slideshow,

Your favourite images can also be transferred to an electronic digital frame to have on continuous display within the home.

Contact Luna Pix to discuss your requirements.

Question 25

If a persons face is missing in a photo, can you restore it?"

Accepted Answer

Luna Pix will make every attempt to restore an image to a suitable outcome but please note that in many cases the digital reconstruction will require an artistic decision on the make-up of the image, such as when specific details are missing. 
 
In most situations, Luna Pix can successfully create an outcome that looks authentic and is pleasing to the eye, however, where areas such as a person’s face are missing from an image it is near impossible to imagine and create the details of that face.
 
In these cases, if you have another photo of the persons face in a similar position to the one that you require restoring you could send this photo to us and we could attempt to transfer it onto the photo restoration.

Question 26

What storage device, complete with my digitised photo prints, will I receive after the project is completed?"

Accepted Answer

Your digital images will be saved to any storage device or online format you wish, whether it be on a:

• USB Thumb Drive
 • HHD Drive or
 • Online cloud account’s such as Dropbox, Google Photos or Google Drive

USB Thumb & HHD Drives can be purchased from the Lunx Pix on-line store or you can supply your own and send it to us along with your photos.

Luna Pix strongly recommends the use of multiple storage devices for your photos and will save your scanned images to the other selected devices for a cost of $20 per device (this is for the cost of the scanning, not the device)

Question 27

What is Cloud Storage?

Accepted Answer

Cloud computing is a different way of storing electronic data over the internet as apposed to storing this data on a USB Thumb drive, External HDD drives, or computer hard drive etc.
 
Cloud storage is a service that lets you save (store) files online and sync them to your devices. You can use links to share files and folders with other people without sending large attachments.

Question 28

What sizes are the shoeboxes provided to place photos in?

Accepted Answer

Luna Pix have two shoebox sizes standard and large.

Our small size allows for 500 photos and the large shoebox provides for 1000 photos.

Boxes are weight limited due to postal requirements meaning that the total number of photos in any box should not exceed the specified weight limit of 5kg.
 
For fragile, ripped, individual or a smaller number of photos, please arrange your postage via Australia Post.

The best way to pack these types of photos, is too:
 • Check with your local Post Office for suitable packaging, e.g. rigid mailer.
 • Protect the front and back of the photo's with thick cardboard, and then 
place them in reinforced packaging such as a padded bag
 • Close with heavy-duty packing tape 
 • Ensure the package is addressed correctly and 
 • Add the following label to the front of the package

https://static.wixstatic.com/media/undefined

Question 29

What is the charge for placing additional photos into a shoebox above the 500 or 1000 amounts?"

Accepted Answer

Luna Pix charges an additional 30c foe every 6" x 4" or &' x 5" additional photo in the box This price assuming that the postal weight limit of 5kg is not exceeded.
 
This price does not included photo's that under our custom scanning service, such as ripped, fragile or torn photos these items will be quoted separately.

Please note that If the postal weight of the box exceeds the 5kg limit then the additional cost is at your expense.

Question 30

What couriers do you use?

Accepted Answer

We don't use couriers. We only use Australia Post with packages tracked door-to-door and their status can be viewed online, 24/7

Question 31

What does delivery cost?

Accepted Answer

Australia Post charges a flat rate $50 return for overnight delivery or $36 return for regular delivery (2-4 days) for <= 5kgs package.
If there is an additional charge then you are responsible for this 
Add this to cost on our store
https://static.wixstatic.com/media/undefined

Question 32

What is the cost of return delivery?

Accepted Answer

We return your order and USB free of charge through Australia Post.

Question 33

What are the Postal Delivery Timeframes?

Accepted Answer

Standard Domestic Delivery Timeframes (within Australia):
 
Australia Post will endeavour to deliver an order within 3-10 business days from order dispatch date.
 
Where You have specified a Parcel Locker or Parcel Collect point as the delivery address, You will receive an email notification once your order is ready to collect.

This information is taken directly from the Australia Post website:
 
Express Domestic Delivery Timeframes (within Australia):
 
Australia Post will endeavour to deliver an order within 1-3 business days (depending on the delivery post code). Not all products will be available for express delivery.

International Delivery Timeframes:
 
The delivery time for international orders is typically 10+ business days.
 
Estimated delivery times are between metro areas of major cities.
 
Excludes any time in customs and delays due to reasons outside of Australia Post’s control.
 
Country specific delivery times are available online at www.auspost.com.au.
 
Not all products will be available for International delivery

Question 34

Can I Purchase Gift Cards?

Accepted Answer

Enter your answer here

Question 35

Can I supply my loose photos in labelled bundles and have them saved into named folders using those names once digitised?

Accepted Answer

Yes you can.  Simply bundle the photos and label, we will then save the digitised photos into folders using your label names. The clearer your instructions, the more we can assist you.

Question 36

Can you digitise newspaper clippings and other documents?

Accepted Answer

Yes we can digitise newspaper clippings and other documents.

If you would like to digitise any other items, please add them into your shoebox, but remember our shoeboxes are priced for the allotted number of photos only and therefore our team will assess the work involved and provide you with a quote. You will be invoiced separately for the digitisation of any additional item.

The following are examples of items you might include:
Albums, Framed photos, Kids artwork, Newspaper clippings, Journals, Diaries, Yearbooks, Posters, VHS Tapes, Audio Cassette Tapes, Mini DV’s, VHS-C Tapes, Hi-8 Tapes, Digital 8 Tapes, CD’s and DVD’

Please note that boxes are weight limited due to postal requirements meaning that the box should not exceed the specified weight limit of 5kg. If the box does exceed the 5kgs in weight then you are responsible for any additional postage fees.

Question 37

Do you scan large wedding albums?

Accepted Answer

Yes we can; please call one of our friendly team members on 0412 866 748 for a quote.

Question 38

Do I need to remove the photos from my photos albums?

Accepted Answer

Please do not remove any photos from your photo albums, as Photos2Archive have developed advanced scanning technology to digitise your photos whilst they remain intact in their albums. Once digitised you will receive a jpeg file for each individual digitised image of each photo.

Question 39

How should I package my materials when placing in the box?

Accepted Answer

Please ensure when sending your items to us, you securely pack any fragile items with bubble wrap or other protective materials so they remain safe during the delivery process.

Question 40

What if I have thousands of items, to have digitised?

Accepted Answer

No problems, please either give us a call on 0412 866 748 or email design@lunapix.com.au and we can discuss a custom order.

We have many customers who have large quantities of items, it may be the result of an estate or a family with many, many memories, we can assist with any size order.

FREQUENTLY ASKED QUESTIONS