Frequently Asked Questions

My account

How do I change my delivery address?

To change the delivery address on your account, log in to your Innocence account on our website, then go to "My Account". In the "Your delivery address" section, enter your new address and click on " Save ".


Preparation and delivery

What is the status of my order?

You can track the status of your order on your account on our website.

To do this, log into your account and go to the ""My Orders"" section. Above each order you will see the order status.

- Awaiting production: Your order has been logged in our system. It usually takes one working day for it to go to print.

- Printing: Your order is in production in our workshop. Production time is generally one working day.

- Dispatched: Your package has been dispatched, it should arrive in a few days! (Delivery time depends on the shipping method chosen when ordering)



Can I cancel my order?

In order to deliver your personalised albums as quickly as possible, all confirmed orders are automatically sent to the workshop to start production. Therefore, it is unfortunately impossible for us to cancel an order.


Creation and editing

How do I choose the right option for my product?

Most Innocence products are available in several different versions, whether in terms of the number of pages, the number of prints or the number of cards.

- Albums: Choose the number of pages in your photobook depending on how many photos you want to include. The margins are deliberately broad so you can add or remove as needed!

- Prints: Choose the number of prints you want to receive. You can select a single photo and print it several times if you wish.

If you have a question about one of our products, don't hesitate to contact us at, we will be happy to help you choose the album that's right for you!


Promotional offers & referrals

I've got a promo code or referral, where do I enter it?

If you have been referred by someone or if you have a promo code, enter the code in the basket and click on "Confirm". The corresponding discount will then be reflected in your total price.

If you have a question about a referral code, please do not hesitate to contact our customer support team at