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Welcome to the new Costco Photo site!

If you have any open orders, incomplete projects, or other unfinished business you can still return to the old site for a limited time

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Thanks for visiting our photo site. We're working very hard to give you a great experience, and appreciate all your feedback (good and bad) to help us develop new features.

Support

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Frequently Asked Questions (FAQs)

Photo Centre Account

Q: Do I have to be a Costco member to order from costcophoto.co.uk?

A: Yes, a valid Costco membership (either trade or individual) is required. Please note that an online only subscription is not valid for Costco’s online Photo Centre, you must hold trade or individual membership.

Click here for an overview of Costco UK’s Annual Subscription & Membership options.

Q: Is a Photo Centre Account (costcophoto.co.uk) different to a Costco.co.uk account?

A: Yes. costcophoto.co.uk and costco.co.uk require different login credentials.

Signing up for a Costco Photo Centre Account is quick and easy, simply click here to get started.

Q: Can I use the photo service if I have a Costco Membership registered outside of the UK (E.g. International Membership)?

A: Yes. We do not ship internationally, but you can still use the service as long as the order recipient is at an address in the UK and the payment card is registered to a UK bank.

Q: What happens if my Costco membership number is not recognised?

A: If you are having problems logging on to your Costco Photo Centre Account, please email centralphoto@costco.co.uk for assistance. Please include your membership number to help us assist with your query more quickly.

Q: How do I create a Photo Centre Account?

A: Signing up for a Costco Photo Centre Account is quick and easy, simply click here to get started.

Q: Why should I create a Photo Centre Account?

A: Creating a Photo Centre Account will allow you to upload photos, order prints and create photo gifts. You can also save projects to complete later and store photos for free. The account also keeps track of your order history so you can easily reorder your favourite items.

Q: How do I edit my account settings?

A: Please log in to your Photo Centre Account here to edit your account settings.

Q: How do I change or reset my password?

A: Please click here to change your password.

You will receive an email within a few minutes with a link to reset your password. Select the link in your email and you will be prompted to create your new password.

Your password must contain letters and numbers and be at least 7 characters long.

Q: What is your photo storage policy?

A: Please click here to view our photo storage policy.

Q: Does the Costco Executive reward apply to photo purchases?

A: Purchases paid for on costcophoto.co.uk or collected in a warehouse and paid for at the till are included in the Costco Executive reward scheme.

Note that purchases from our associated providers (Needabanner.co.uk or Catchincolour.co.uk are not included in the scheme.

Pricing and Delivery / Collection

Q: How much do the products cost?

A: Please click here to view our print prices. Pricing for other items can be found on the individual product pages.

Q: Is VAT included in the price?

A: Yes, all prices include VAT, where applicable.

Q: How do I know when my order is ready to collect from my chosen warehouse?

A: Once the order has been dispatched to your chosen warehouse, an email will be sent confirming when the order will be ready for collection.

If you have yet to receive this email and 2 working days have passed since you placed your order, please email centralphoto@costco.co.uk to request an update. Please include your order number and membership number to help us assist with your query more quickly.

Q: If I hold an Online Only Shopping membership, can I collect my order from a warehouse?

A: No. In order to gain access to a Costco warehouse, you must hold either a valid trade, individual or international membership. Click here an overview of Costco UK’s Annual Subscription & Membership details.

Ordering

Q: I need help placing my order, can anyone help?

Our Photo Lab Technicians are happy to offer assistance and advice. Please email centralphoto@costco.co.uk detailing your query or, if you are ordering from one of our associated providers, please contact them directly at:

CatchinColour
Telephone: 0800 612 7543
Email: costco@catchincolour.co.uk

NeedaBanner
Telephone: 0800 092 1622
Email: sales@needabanner.co.uk

Q: How do I cancel or amend my order?

A: If the order is placed between 5pm and 4am, Sunday to Thursday and you've only just placed the order, please email centralphoto@costco.co.uk with your request. Please include your order number and membership number to help us assist with your query more quickly.

For orders placed at any other time, please email centralphoto@costco.co.uk with your request WITHIN 60 MINUTES of the order being finalised.

Unfortunately, requests made outside of the first 60 minutes cannot be cancelled or amended.

Q: How do I check the status of my order?

A: You will receive an automated email when your order is placed and for any progress updates thereafter. You can view the status of all of your orders completed direct with Costco Photo Centre from your account page here.

Q: Can I reorder the same product again?

A. Products ordered from Costco Photo Centre directly while signed into a Costco Photo Centre Account are automatically saved, and will be available for reordering from the "My Orders" page.

Q: How do I know you have successfully received my order?

A: After completing your order direct with Costco Photo Centre, you will see an order confirmation screen and within 2 hours you will also receive an email acknowledgement confirming the order details.

If you do not receive this, it may mean your order hasn’t been successfully placed. Please email centralphoto@costco.co.uk confirming the date and time you placed the order and we can investigate.

If you have placed an order with one of our associated external providers (CatchinColour or NeedaBanner) that needs investigating, please follow up directly with the provider at:

CatchinColour
Telephone: 0800 612 7543
Email: costco@catchincolour.co.uk

NeedaBanner
Telephone: 0800 092 1622
Email: sales@needabanner.co.uk

Q: I was expecting an email from you and it hasn’t arrived?

A: There are two common reasons for this:

Your email program may have mistakenly classified it as spam, please check your spam or junk folder.

You mistyped your email address when placing the order.

Please email centralphoto@costco.co.uk confirming the date and time you placed the order and we can investigate.

Q: What is cropping?

A: Cropping is the process of removing sections of the image from the edges allowing you to reframe an image into a different aspect focussing on a particular section of the image. Click here for more detail.

Q: What is aspect ratio?

A: The Aspect Ratio of your photo is the ratio of the width by the height. If you have a square image (Ratio 1:1) and want to show it all choose a square print size. If your image is rectangular (Ratio 2:3) choose a rectangular image. Click here for more detail.

Returns and Refunds

Q: How do I return an item for a refund?

A: We pride ourselves in providing the best service and products to members and may refund your purchase price if ordered products are faulty or if your products are not in accordance with your order or expectations.

If you need to return your order, all items purchased direct from the Costco Photo Centre can be returned to a Costco warehouse. Please have a copy of your receipt or order confirmation email with the items you wish to return.

To find your nearest warehouse, please visit our warehouse locator.

We pride ourselves in providing the best service and experience to members, so if you would like to discuss an alternative solution, please email centralphoto@costco.co.uk with your request. Please include your order number and membership number to help us assist with your query more quickly.

If you have ordered from one of associated providers (Needabanner.co.uk or Catchincolour.co.uk), please review their terms and conditions for their own policies on refunds.

Q: What if I am not happy with the quality of my image?

A: We pride ourselves in providing the best service and products to members, if you are unhappy with your order, please email centralphoto@costco.co.uk to find a solution. Please include your order number and membership number to help us assist with your query more quickly

If you are unhappy with an order from one of our associated providers, please contact them directly, using the following contact details or via their websites:

CatchinColour
Telephone: 0800 612 7543
Email: costco@catchincolour.co.uk

NeedaBanner
Telephone: 0800 092 1622
Email: sales@needabanner.co.uk

Technical Support

Q: What browsers do you support?

A: Costco Photo Centre is working to make your photo experience consistent across all browsers. However, we only officially support the following options:

Windows 7, Windows 8 & Windows 10: Firefox 3, Chrome, Microsoft Edge

Mac OSX: Safari 5, Firefox 3

While it is possible to use other browsers with the Costco Photo Centre, using a supported browser will ensure you have access to all products and services available.

Q: What file type and sizes are supported?

A: The Costco Photo Centre supports image uploads of the following file types: .jpg, and .png. Please note that all images will be converted to jpg format after upload, so images with a transparent background are not supported.

There is no maximum file size, however if your file is over 25MB you may experience some delay uploading.

Q: What colour space should I use?

A: Costco prints using Standard RGB (sRGB), RGB not recommended.

Q: Why are my photos taking a long time to upload?

A: Upload time for photos can vary significantly depending on the size of your image(s), the number of images in the upload batch, and the speed of your internet connection and other uses of your broadband connection, such as streaming and gaming. In general if you have a high-speed connection you can expect that each picture will take around 45 seconds to upload.

The things you can do to reduce problems:

Use a wired network connection where possible; wireless and mobile data networks can be unreliable if wireless reception is marginal or temporarily interrupted. Other nearby wireless devices can also interfere with your signal and cause slowness.

Do an independent test of your broadband connection. Whilst your internet connection might work on everyday web browsing, if it or your internet service provider is having problems these are much more likely to be noticed when uploading large quantities of data.

Make sure you've got correct ADSL filters on every socket of your telephone system. Even just one telephone plugged into your broadband line without a filter can make a difference to the stability of your internet connection.

Avoid other high bandwidth activities such as video streaming, gaming, or other large file uploads/downloads.

Intellectual Property

Q: What is your copyright and intellectual propery policy?

A: Costco Photo Centre will take appropriate steps to protect the intellectual property rights of third parties. In using Costco Photo Centre, you must not upload any images that infringe any copyright (or any other intellectual property right such as a trade mark) that is owned by someone else. We may ask you to provide confirmation that you have permission from the intellectual property right holder if you are not the owner of the intellectual property rights in your content. For example, photographs obtained from websites or print publications may be protected by copyright and should not be provided to Costco.

If you believe your copyright or the copyright of another has been infringed upon, please email centralphoto@costco.co.uk the following information:

An electronic or physical signature of the person authorized to act on behalf of the owner of the copyright / intellectual property right;

A description of the copyrighted work that you claim has been infringed;

A description of where the material that you claim is infringing is located and or on the Costco Photo Centre site;

Your address, telephone number, and email address;

Intellectual Property

Q: What is your privacy policy?

A: Please click here to view Costco’s privacy policy.

Q: What are your terms and conditions for the Costco Photo Centre?

A: Please click here to view our terms and conditions. *