Frequently Asked Questions
Payments, timing, delivery
1 · How does shipping work?
Some customers are very anxious because they're often not at the address they've given us. It's best to give an address where delivery will not be difficult, but in any case, don't worry. The couriers we work with (different depending on the country) will make sure you get it even if they can't find you the first time. If you're not there on the first try, they'll get in touch with you.
If you have any questions, please do not hesitate to contact us. We'll have a word with the courier elves to find out what exactly is happening with your order.
To avoid last-minute panics, we recommend not adjusting the order too close to the delivery date of the gift. Don't worry! It's going to arrive and they'll love it!
2 · Is it really free? With no strings attached?
It's really free, with no obligation to buy. We prepare the digital format (PDF) of your personalized story so you can do whatever you want with it, without you needing to buy a paper copy.
If you want printed books, or something else, we'll be delighted to prepare these for you. We have several years of experience, and the best printing and binding equipment. You'll have an unforgettable souvenir and gift. And you'll also help us to continue creating magic. But you don't have to, it's not compulsory. The digital format comes first, and for free.
If you want paper copies, you can now order them in Spain, Italy, France, Portugal, the USA, Mexico, Chile, Argentina and Ecuador. But we'll give you the PDF for free, even if you're not in one of these countries.
What are you waiting for? Let's go! Ask us for your personalized story!
3 · Step-by-step process timelines
CURRENT TIMELINES FOR US - 2022:
From the moment you give us the photos and place the order, we take these steps:
- Within the following two or three hours, you'll receive an email informing you that you can view the first draft of your story in your user profile. You'll log in to your personal area, "My Stories", and you'll be able to view it. There are two options EDIT STORY and ACCEPT STORY.
- If there are mistakes, click EDIT STORY, and we'll take you back a step. Don't worry, the photos will stay put. You'll only change what you need to change.
- If you click ACCEPT STORY, you'll be able to download the PDF right then and there, duplicate the story, create something new with the same photos, and BUY:
- There you'll be able to indicate the number of copies you want, their binding and give us your shipping information for the printed books. This form will calculate the price and open the payment gateway. You'll be able to pay by card or by bank transfer. If you choose this last option, you must upload proof of the transaction.
Once the payment is confirmed, the order will be delivered within 10 working days.
If you have any more urgent requests, you can ask us, as in many cases we can work magic, although the best thing, without a doubt, is to respect these timeframes.
4 · Do you make stories without photos?
Our stories are personalized, and precisely what makes them amazing gifts is that they come with a lot of photos. So, no, we don't make them without photos, or at least without an image that you can upload in each place. Occasionally we've made our stories with pictures of children's drawings... Whatever you prefer!
But it is truly an unforgettable and endearing gift when your photos frame our story. Discover how we value the privacy of your photos and treat them with all due respect, deleting them from our system when the story process is finished.
5 · How is payment processed?
Payment for our stories is not made at the beginning of the order. First, you order your story, we get to work, and when we show you the draft, and you give us the go-ahead, you can download your story in digital version, free of charge, and with no obligation to buy.
If you give us the order to print (after any necessary corrections), we'll ask you to tell us how many copies you want. This will give time for everyone involved in the story to tell you the format they want.
At that moment, the form that you enter your details in will confirm the amount (giving you the possibility of applying discounts with your points), and we'll be waiting for you to pay by card.
After this, we send your story to the printers and then to your home.
Hi from Duendeo!
6 · I've completed the form and I haven't said if I want a book, the format, nor how many. Why?
Of course! Because we don't need to know this right now. In fact, it's even possible that you won't buy anything at all!
We get down to work, and in a short time (a matter of hours, maybe the next day), we'll show you a draft. We'll correct it together and then you can give us the go-ahead. There you'll find a button ready to download our free PDF. And there's no obligation to buy!
In this time, you can think about it. If you decide you want paper copies, we'd love to hear from you! You have a button ready on the screen to buy as many units as you want, in the formats of your choice.
7 · Shipping charges
If you use 4 of your points (earned with books from the order, or from previous orders, one point per book), you get free shipping. Absolutely free of charge.