Store Credit FAQ

Store Credit is a real monetary reward that Photo9 adds to your account each time one of your orders is shipped. It works like a partial payment voucher: when you have credit available, you can apply it to reduce the cost of your next order at checkout. Unlike points-based loyalty schemes there is nothing to convert, as your credit is already in your local currency (€, £, $, etc.).

Store credit is awarded automatically whenever one of your orders is marked as shipped, whether you were signed in or checked out as a guest. We credit your account with 5% of the net order value, meaning the product total after any voucher discounts, but before shipping costs and taxes. You don't need to opt in or activate anything; just place orders as normal and the credit appears in your account.

You earn 5% of the net product value on each shipped order. For example, if your photo book order comes to €80 (after any discount codes, before shipping), you receive €4.00 in store credit. There is no cap on how much you can accumulate.

No. Store credit is tracked by email address, so guest orders earn and redeem it exactly like orders placed while signed in. The only requirement is that you use the same email address every time you check out, because that is what your balance is attached to. Creating a Photo9 account is free, takes less than a minute and lets you see your balance and order history in one place, and you can sign in with Google.

Credit is added automatically when your order status changes to Shipped, which typically happens within 24–48 hours of placing the order. You will receive an email confirming your credit amount at the same time.

Yes. You earn 5% on the net product value of the new order regardless of how you paid for it. The new credit is calculated on the full pre-credit product total, so using credit never reduces your future earning potential.

Yes. Every new customer automatically receives a one-time welcome credit of €1.00 alongside the earned credit from their first shipped order. If you order in British pounds or US dollars, your welcome credit is £1.00 or $1.00 respectively. Customers ordering in other currencies receive the equivalent of €1 converted at the live exchange rate at the time of shipping — for example around 25 CZK or 10 SEK. The welcome credit appears in your account at the same time as your first earned credit, so your balance gets off to a meaningful start even on smaller orders.

At checkout, if you have a store credit balance, it will appear as an available payment method. Simply tick "Apply store credit" and the amount will be deducted from your order total. You can apply all of it or use only part of it; any remaining balance stays in your account for next time.

Yes. You can use store credit together with a promotional voucher code on the same order. The voucher discount is applied first, and then store credit is deducted from the remaining balance.

No minimum order value is required. Even a small credit can be applied to any order, large or small.

No. Store credit is personal to your account and cannot be transferred to another account or exchanged for cash. It can only be redeemed against your own future orders.

If an order for which you received store credit is later refunded, the corresponding credit award is reversed. If you also used store credit to pay for part of that order, the used credit is returned to your account.

The checkout page always shows it: once you enter the email address your credit is attached to, your balance appears there before you confirm your order, whether you are signed in or checking out as a guest. If you have a Photo9 account, you can also see it any time on the Account page under the "Store credit" card. Either way, you receive an email notification whenever credit is added.

No. As long as your Photo9 account remains active, your store credit does not expire. If you close your account, any unused credit is forfeited at the time of closure. We will give you at least 30 days' notice before any policy change that would affect existing balances.

First, check that the order for which you expected credit has been marked as Shipped (not just Processing or Preparing). If your order is shipped and the credit hasn't appeared within 24 hours, please contact us at customer.service@photonine.ai with your order number and we'll look into it right away.

As part of our launch of the store credit programme, existing customers may receive a welcome credit for recent eligible orders. Going forward, credit is awarded from the date the programme was introduced. Please see the welcome email we sent you for details of any retroactive award applied to your account.

Photo9's AI Design Studio is a conversational assistant that designs your photo book through a simple chat. Instead of dragging and dropping photos manually, you describe what you want ("a 20-page travel book from my summer photos, warm colours, minimal text") and the AI builds a complete draft in seconds, which you can then review and adjust. It's available at photonine.ai.

Yes, the AI Design Studio is included free for all Photo9 customers. There is no separate subscription; just visit the platform and start designing.

The AI assistant helps you create and refine your design. When you're ready to order, you proceed to checkout on the Photo9 website where your store credit balance is applied automatically if you choose to use it.