FAQs - Digital Converters

Digital Converters
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FAQs

How can I arrange courier collection?

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 some instructions on how to arrange your collection. Reply to the email, and let us know a suitable collection date
  3. We’ll book the collection in and let you know by email once everything has been arranged

Click here if you’d like to get started.

For a full guide on the collection process see our tutorial here.

How long will my order take?

Our current turnaround time for all orders  is currently around 2-4 weeks, dependent on the size of your order.

Do you require payment up front?

For orders which are less than £100 total, payment is required upfront when placing your order. If any tapes are blank, we will refund this automatically.

For any larger orders of £100 or more, you can select ‘Pay on Completion’ when checking out. We will then send over an invoice once your media is transferred and ready to come back to you.

How do I use a promo code?

Promotion discounts are entered during checkout.

How will my order be returned?

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.

Will my media be returned?

We return all original media with the digital copies.

Is initial postage or collection included in the service?

We offer courier collection from anywhere in the UK for £9.99. After placing your order you will receive a collection email with instructions on how to book in your collection.

You can select courier collection as a postage option when placing your order online.

What postal service should I use if I want to post my media?

We recommend you use a tracked service to get your tapes to us. If your package is quite heavy, it’s more cost efficient to use a courier.

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

Couriers: DPD, Yodel, Parcel Force, UPS

What if my tapes are blank?

We do not charge for blank tapes, if you have blank tapes the payment will either be refunded or we will not invoice you for the blank tapes.

How should I package my media?

​To get your media to us safely, we would always recommend using a secure cardboard box. When this is not possible, a jiffy bag for smaller orders will suffice. Please do not send your media to us in paper envelopes as they can very easily rip open in transit or use messy void filler or individually bubble wrap tapes (we have to unpackage them!). For photos, please make sure the package will not bend in the post and damage the photos.

Do you offer discounts for large orders?

Yes, we offer bulk discounts on the conversion cost which scale with the number of tapes converted. These are automatically applied on the store.

Number of tapes Discount
1 - 4 No Discount
5 - 9 10%
10 - 19 15%
20 - 39 20%
40 - 99 25%
100+ 30%
My tape is broken, mouldy or wont play?

We offer free tape repairs as part of the service and we can usually fix most issues with tapes. If your cassettes are mouldy, we can clean these prior to conversion. For more information see our Video to DVD service page.

What formats do you convert?

We can convert every type of videotape. Including Mini DV to digitalVideo8 to DVD, VHS to DVD or digital format as well as a variety of other camcorder tape formats

For cine film we support 8mm, 9.5mm and 16mm. Photos we can scan projector slides and loose photos. With audio tapes we can transfer compact cassettes, reel to reel and dictaphone tapes.

Can you put more than one tape on a single DVD?

Usually, we only put one camcorder tape or VHS to DVD, we do this to prevent quality loss which can occur when you burn too much footage to a disc. If the total runtime of your tapes is less than 3 hours, you can request this in the order comment section during checkout. If you want a more condensed format, we suggest converting to memory stick as all of your tapes will be supplied on a single memory stick, with one MP4 file per tape.

Do you convert copyright material?

We can, but we need express permission from the copyright holder. If you contact the copyright holder and let them know that you own the original and you want to use us to convert the tape for personal use, they will usually say yes.

Will all my videos files fit on one memory stick?

In most cases yes. If you are converting a large amount of tapes (40+) we may split the files onto two separate memory sticks or supply a portable hard drive for no additional cost.

How do I view my MP4 files?

You can watch your MP4 files on any computer, phone or tablet. If your TV is made in the last 5-7 years, you should have a USB port which you can plug a memory stick into to watch back the videos. Of course, if you are having issues playing back your videos, please contact us.

Do you offer editing services?

Whilst we edit every video we convert, this is a systematic process where we colour correct and remove unwanted footage (e.g. static and TV footage after home movies).  If you are looking to edit the footage, we recommend converting to MP4 and then edit the footage yourself. There are recommendations on editing software packages here.

If you would like us to edit your videos for you, we please send us an email with your requirements and we’ll get back to you with more information and a quote.

Do you add music to your cine transfers?

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.

Can you convert magnetic or optical cine sound?

Yes we do 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).

Will my cine still be in good quality? It’s really old!

Cine film can produce some absolutely fantastic video quality, the main factor that determines the quality is how the film was initially shot. If the video was shot out of focus, then our transfer will also be out of focus as there is no way to correct this. Larger gauge film, such as 16mm will produce better quality because the frame size is bigger.

What resolution will you scan my cine film in?

We scan cine film in 2k resolution and provide the MP4 files in 1080p (1980×1080). This resolution is sufficient for most transfers but we do have the capacity to convert in 4k upon request (recommended only for 16mm material for commercial applications).

What film gauges do you support?

We support all consumer film gauges, which includes 8mm, 9.5mm and 16mm.

How do I download my MP4 file?

If you’ve opted for online download, you’ll receive an email with the download link. The link will take you to a dropbox page which will let you stream and download the videos. You don’t need a dropbox account to access the files, the download button can be found at 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

How do I view my MP4 files?

You can watch your MP4 files on any computer, phone or tablet. Most modern TVs have a USB port that you can plug your memory stick into and watch your videos directly on your TV. Of course, if you are having issues playing back your videos, please contact us.

Do you offer editing services?

Whilst we edit every video we convert, this is a systematic process where we colour correct and remove unwanted footage (e.g. static and TV footage after home movies). We cannot provide custom editing services. If you are looking to edit the footage, we recommend converting to MP4 and then edit the footage yourself.

What types of photos can you scan?

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, cellotape, staples on the back as this may cause problems during scanning.

To digitise your photos, visit our photo scanning service page.

What size photos can’t you scan?

Loose photos:

  • Photos larger than A4 size or any sides smaller than 6cm
  • Photos supplied in albums or frames
  • Photos with blu-tack, cellotape or staples
  • Very thick or laminated photos
  • Irregularly shaped photos (not rectangle)

If you are unsure, please feel free to contact us or send them along anyway, we won’t charge you for anything we can’t scan.

Can you scan projector slides or negatives?

We can scan all projector slide formats and negatives. See our photo scanning service page for more info

What resolution do you scan my photos?

For loose photos we scan them in 600dpi, projector slides are scanned in approximately 4000dpi, or 6000×4000.

What format are my images saved in?

All image files are supplied in JPEG format by default, if you have a particular requirement, please contact us.

Can you organise my photos into folders?

Yes we can sort photos that are supplied in boxes or folders into separate folders on the digital media. If you would like us to do this, please request it in the order comment section during checkout or contact us.

Will my photos be returned in the same order?

We’ll do our best to return the photos in 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 same container.