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 — your credit is already in your local currency (€, £, $, etc.).

Store credit is awarded automatically whenever an order placed under your registered account is marked as shipped. We credit your account with 5% of the net order value — that is 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.

Yes. Store credit is linked to your registered Photo9 account. Orders placed as a guest are not eligible. Creating an account is free and takes less than a minute — you can even 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.

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.

Your current balance is shown in two places: on the **Account** page under the "Store credit" card, and on the checkout page before you confirm your order. You will also receive an email notification whenever credit is added to your account.

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 :NEXT_PUBLIC_SUPPORT_EMAIL_ADDRESS: 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](https://www.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.