FAQs.

1. Placing an order

Q. How long will my order take?
A. The vast majority of orders will take less than two weeks to complete, please get in touch if you would like an estimate for your specific order.
Q. Do you require payment up front?
A. For orders which are less than £100 total, payment is required upfront.

If any tapes are blank, we will refund this automatically.

You can select ‘Pay On Completion’ for any larger orders of £100 or more when checking out. You will receive an invoice once your media has been transferred and is ready to return to you.
Q. How do I use a promo code?
A. Promotion discounts are entered during checkout. After applying the code, the discount will be displayed on your order summary.
Q. Is initial postage or collection included in the service?
A. It is if you choose to use our Courier Collection service for £14.99 when placing your order online.

After placing your order, you will receive an email with instructions on how to book your collection.

Alternatively, you can send your media to us yourself using a delivery service of your choice.
Q. What if my tapes are blank?
A. We do not charge for blank tapes.

If you have blank tapes, the payment will either be refunded or not be charged on your invoice.
Q. Do you offer discounts for large orders?
A. Yes, we offer bulk discounts of up to 30% off depending on your order’s size. This discount is automatically applied when ordering on our website.

Number of Tapes/Reels   Discount
1 - 4No Discount
5 - 910%
10 - 1915%
20 - 3920%
40 - 9925%
100+30%

Number of Slides/Photos   Discount
1 - 99No Discount
100 - 19910%
200 - 49915%
500 - 99920%
1000 - 249925%
2500+30%

2. Getting your order to and from us

Q. Will my photos be returned in the same order?
A. We’ll do our best to return the photos in the same order, but occasionally there may be a photo not in the same place. Photos supplied in folders or boxes will all be returned in the same container.
Q. How can I arrange courier collection?
A. For everyone self-isolating (or wanting to stay at home), we have made courier collection available anywhere in the UK. You can now easily place your order with us online and have your media collected directly from your house!

The process is simple:

  1. Place your order through the website, and select ‘Courier Collection’ after entering your contact info and shipping details.
  2. After placing your order, you will receive an email with instructions on how to arrange your collection. Reply to the email, and let us know a suitable collection date.
  3. Package your media in a secure cardboard box and put your order number inside the package.
  4. Seal it up and write our address on the package
  5. We’ll book the collection and let you know by email once everything has been arranged.

Click here if you’d like to get started.
Q. What postal service should I use if I want to post my media?
A. We recommend you use a tracked service to get your tapes to us. If your package is quite heavy, it is more cost-efficient to use a courier.

Post Office: Royal Mail Special Delivery, Parcel Force 24/48

Couriers: DPD, Yodel, Parcel Force, UPS
Q. How should I package my media?
A. We always recommend using a secure cardboard box to get your media to us safely. When this is not possible, a jiffy bag for smaller orders will suffice.

For photos: please make sure the package will not bend in the post and slides are wrapped in clearly marked envelopes.

Please do not send your media to us in paper envelopes as they can easily rip during transit. Similarly, avoid using a messy void filler or individually wrap the tapes – we have to unpackage them!
Q. How will my order be returned?
A. We use Royal Mail Tracked to return all small orders. This is a 48H service. For larger orders, we use Parcel Force, which typically takes 1 day to arrive.

As soon as your order is dispatched, we will send you an email and include your tracking information.
Q. Will my media be returned?
A. All of your original media will be returned with digital copies.

3. What we can and can’t do

Q. My tape is broken, mouldy or will not play?
A. We offer free repairs as part of our service. We can fix most tapes; however, if your tape is irreparable, we will refund you the money for that tape.

We also provide a free cleaning service for mouldy VHS tapes before conversion.

For more information, see our Video to DVD service page.
Q. What formats do you convert?
A. You can convert every type of videotape format with us, including VHS, VHS-C, Video8, Hi8, Digital 8, MiniDV, MicroMV to digital.

If you own cine film: we digitise 8mm, 9.5mm and 16mm film.

If you own photographs: we scan projector slides (35mm, 110, 126, 135) , loose photos and negatives (35mm, 110, 120, 126, 127). For any other size, please get in touch for a quote.

If you own audio cassettes or reels: we can transfer compact cassettes, reel to reel, and dictaphone tapes.
Q. Do you convert copyright material?
A. We can, but we need express permission from the copyright holder.

If you contact the copyright holder and let them know you own the original and want to use Digital Converters to convert the tape for personal use, they will usually say yes.
Q. Do you offer a editing service?
A. Tapes:
We only remove blank footage (e.g. static, blank screens). This service is included in your conversion. If you are looking to edit your footage, you can read more on how to do so on our blog!

Cine:
Your reels will be colour corrected and trimmed. If your reels are silent, we will add an audio soundtrack in the background to liven up your videos! Please let us know if you would prefer it to be silent.

Photos:
This is a more extensive service. Your photos will be colour corrected, and minor scratches or stains will be removed. However, we cannot fix the focus or heavy blotches of mould.
Q. Do you add music to your cine transfers?
A. Yes, by default, we will add music to silent cine film transfers.

We’ll do our best to match the music to the content, but please understand this can be quite difficult to do.

If you would prefer us not to add sound, please request in the order comment form during checkout.
Q. Can you convert magnetic or optical cine sound?
A. Yes, we convert all types of cine sound.

There can be issues with the audio sync when transferring cine, but we’ll do our best to make sure this is good as it can be (sync issues occur with all cine transfer processes, not just ours).
Q. What film gauges do you support?
A. We support all consumer film gauges, which includes 8mm, 9.5mm and 16mm.
Q. What types of photos can you scan?
A. We can scan loose photos, projector slides and negatives.

Loose photos are photographs that are not framed, mounted or in albums. Please make sure that your photos do not have any blu-tack, sellotape, staples on the back, as this may cause problems during scanning.

To digitise your photos, visit our photo scanning service page.
Q. What size photos can’t you scan?
A. Loose photos:

  1. Photos larger than A4 size or any sides smaller than 6cm
  2. Photos supplied in albums or frames
  3. Photos with blu-tack, sellotape or staples
  4. Very thick or laminated photos
  5. Irregularly shaped photos (not rectangle)

If you are unsure, please feel free to contact us or include them in your package anyway. We won’t charge you for anything we can’t scan.
Q. Can you scan projector slides or negatives?
A. We can scan all projector slide formats and negatives.

Please see our photo scanning service page for more information.
Q. Can you organise my photos into folders?
A. Yes. If you would like us to do this, please request it in the order comment section during checkout, or contact us.

Please make sure all the photos are clearly labelled and separated into different folders before sending them to us.

4. Your finished product

Q. Will all my videos files fit onto one memory stick?
A. In short, yes.

You only need to order one memory stick to ensure that you receive all your videos back.

However, if your order is very large (100 or more tapes), it may be put onto an HDD drive. This is provided free of charge and works the same way as a memory stick.
Q. How do I view my MP4 files?
A. You can watch your MP4 files on any computer, phone or tablet.

If you own a Smart TV, you should have a USB port to plug a memory stick into to watch your videos. Similarly, it is easy to watch your videos on your phone by ordering a cloud download link

Of course, if you are having issues playing your videos, please contact us.
Q. Will my cine still be in good quality? It’s really old!
A. Cine film can produce some absolutely fantastic video quality!

The main factor that determines the quality is how the film was initially shot. For example, our transfer service cannot correct the focus of your video. Larger gauge film, such as 16mm, will produce better quality videos because the frame size is bigger.

To get the best possible quality from your cine film, we recommend converting them to either a memory stick or a cloud backup. DVDs can only hold standard definition video, however we scan cine films in full HD!
Q. What resolution will you scan my cine film in?
A. We scan the cine film in 2k resolution and provide the MP4 files in 1080p (1980 x 1080).

This resolution is sufficient for most transfers, but we can convert in 4k upon request (recommended only for 16mm material for commercial applications).
Q. How do I download my MP4 file?
A. You will receive an email with the download link if you have ordered a cloud download.

The link will take you to a DropBox page that lets you stream, share and download the videos. You do not need a DropBox account to access these files. The download button is on the top right-hand side of the webpage.

If you choose to download multiple videos at once, the videos will download in a single zip file which needs to be unzipped once downloaded.

For more information on how to unzip, please see the following pages:

Windows:
https://support.microsoft.com/en-gb/help/14200/windows-compress-uncompress-zip-files

Mac:
https://www.winzip.com/mac/en/zip-for-mac.html
Q. What resolution do you scan my photos?
A. Loose photos are scanned in 600dpi.

Projector slides are scanned in 4000dpi, or 6000×4000.
Q. What format are my images saved in?
A. All image files are supplied in JPEG format by default.

If you have a particular requirement, please contact us.