Frequently Asked Questions

Yes, each client is entitled to 1 free trial image. To claim your free trial, please visit: https://picupmedia.com/contact-us/

No, we are awesome! Feel free to order as many images as you’d like.

To place an order for retouching, simply visit here.
To place an order for GemLightbox, please visit here.

All Visa, Mastercard and American Express cards are accepted.
Please note all goods and services are charged in USD.

All pricing on our website is quoted in USD.
Please refer to pricing page for pricing.

Of course! We provide services to both professional photographers and those who want to turn their standard jewelry photos into something special. We’ve transformed regular smartphone camera images to studio quality, as seen in our results.

Yes, but we don’t recommend anything other than white or black as it would distract from the real star of the image – your jewelry!

We will return all images back in original size JPEG unless instructed otherwise. The most common submission size is 1000px x 1000px in JPEG format – this is used for many online websites and platforms.

Plenty! We can help you with:

• aligning your images
• adjusting dimensions and resizing
• scratch, dust and blemish removal
• clipping onto a white background
• retouching to studio quality
• all other necessary enhancements

Do let us know if you have any specific requests.

Revisions are absolutely free. We will revise your images until you are 100% satisfied with the results. Your satisfaction is our top priority.

Picup Media has worked with more than 5,000+ jewelers worldwide. We work closely with each client to ensure that their requirements are met while also utilizing our extensive knowledge in e-commerce and photography. Our team of expert designers and photo editors know exactly the right background for your image, the right dimension and size, the shadows and the right alignment to attract your potential buyers.

Our turnaround time is based on the amount of images ordered:

• 1-50 images: 72 hours
• 50-200 images: 96 hours
• 200+ images: 96 hours

All turnaround times exclude weekends. Please note that our turnaround times may be slightly longer than usual during periods where we experience a large influx of orders.

Our team of Photoshop and design experts have decades of combined jewelry and photography expertise under their belt. We’ve developed formulas on Photoshop to create the perfect colour balance for each gold tone – yellow, rose, black, white, platinum, silver and more. We’re also able to match the gold tone of your preference as required.

We don’t have a minimum file size. However, we don’t recommend uploading anything smaller than 300px x 300px as it would not require professional retouching services. As for larger files, they are limited to 25 MB per image. Images larger than 25MB will have to be compressed first before it can be submitted for retouching.

We have an option for you to upload your images via Dropbox. Simply sign in to your Dropbox account and select the images required for retouching.

You’ll receive your retouched photos through email where we’ll send you a download link.

We can retouch images in HEIC, TIFF, PSD, JPG, JPEG, and PNG formats.

Our photo editors have years of experience in commercial product photo editing. If ever needed we’ll perform additional reviews upon your request. All reviews, changes or adjustments completed are absolutely free. If for any reason you are not happy with the result after revisions, we’ll refund your payment in full. However, we’ll always strive to ensure that each and every image is delivered to Picup Media’s “pixel perfect” standards.

Certainly. However, our professional retouching team have their own style which we recommend. Find out more about our retouching via our blog page.

Yes, we only allow 1 product per image. Each additional product will be counted as an extra photo as it requires additional retouching time. (Earrings in a pair count as 1 photo).

Indeed! All jewelry images and other e-commerce product images are treated as fully confidential. Our infrastructure is designed from the ground up to be highly secured. Your files are stored on state-of-the-art servers with SSL encryption protected by advanced firewalls.

We do not use or transfer any product images provided to us. We simply edit your images and return them to you. Additionally, your personal data is never sold or shared with third parties. To see our Privacy Statement, click here.

Absolutely not! We only keep your images on our secure servers for a period of 30 days after the completion of your job unless specified otherwise. Our server will remove all images after 30 days.

We certainly do! Apart from offering our existing knowledge base to clients, new and existing clients can also reach us through email. We have a 24/7 email support channel, which can be accessed here. We strive to get back to your enquiry within 4 hours.

Think of these benefits: cost-efficiency, time-efficiency, and quality. Outsourcing your post-photography work to us means you’ll have access to professional photography editing services in a fraction of the time you’d spend watching photography tutorials, and learning and perfecting the post-production requirements. We provide honest pricing with no minimum order requirements while also guaranteeing product images that sell! Outsourcing your post-photography work allows you to increase your productivity as it gives you more time to work on other important aspects of your business.

Our team of experienced online photo editors, photo enhancers and digital artists can deliver the best product photography editing services you can ever imagine. We’ll help you remove blemishes, remove backgrounds, correct colours and provide the right lighting, alignment and dimensions to highlight your products’ intricate designs and features. We have the skills, the experience and the knowledge to make your product images pixel perfect, and attract more potential buyers!

The GemLightbox is not just a lightbox – it’s a full suite of photography solutions designed to bring your business from offline to online. Our LED lights are custom calibrated to provide the perfect lighting environment for your jewelry and gemstones, ensuring accurate colors and details every time.

The GemLightbox has a 1-year worldwide replacement warranty, from date you receive your order. In the rare case that anything should happen with your GemLightbox unit, we’ll replace it for free! For our full warranty policy, please see our page here.

Yes, the GemLightbox application is free to download on both the Google Play Store and iOS App Store, and functions perfectly on both device systems.

GemLightbox works with both DSLR and Smartphones. We would recommend using smartphones for online images and DSLR cameras for catalog images. To see the GemLightbox in action with DSLR cameras click here.

Our estimated shipping time is 5-10 business days globally. Please note that there may be slight delays during exhibitions periods, as we allocate a large amount of stock towards tradeshow customers.

A tracking number will arrive in your inbox approximately 48 hours after order confirmation. If you don’t receive your tracking number within this timeframe, please get in touch with us here.

Duties and taxes are assessed by and payable to your local tax authority. This amount will vary from country to country. That being said, we work closely with our shipping partners so that little to no duties and taxes are payable. For further questions about tax and duties, please get in touch with us here.