Frequently asked questions

How soon will I receive my order?

  • Ordered on weekdays before 11 pm means shipped the same day with PostNL in The Netherlands and with DPD to the UK. UK delivery usually takes 2-3 workdays. 

Will I receive an order confirmation of my order?

  • Yes, After the order is placed, you will receive an order confirmation by e-mail. When the order is shipped, you will receive an email with track&trace. Sometimes these e-mails arrive in your spam box, so please check that first.

I have placed my order and paid, but have not yet received an order confirmation. Has everything gone well?

  • Most likely, the order confirmation ended up in your spam box.

Which payment methods can I use to pay for my order?

  • Payment is possible via IDEAL, Credit Card, Bancontact, Paypal and Sofort Banking. For Paypal you pay the costs they charge.

Do you ship worldwide?

  • We ship worldwide from The Netherlands. Outside of European Union we do not guarantee delivery times or potential import taxes. Usually packages arrive within a reasonable time without issues.

Can I use a discount code?

  • Yes you can. If you have a discount code, you can enter it in the shopping basket under all products and apply it to your order. We regularly have great promotions with discount codes. And if you subscribe to our newsletter you get EUR 5 discount.

The product I want, seems to be out of stock. When will it be there again?

  • The website indicates the current stock, so if you can order, you can be sure that you will receive the photo frame. If a new model or new stock is almost there, we will put the information on the site and you can often pre-order.

How can I put photos on the photo frame and where are they?

  • The photo frame plays back photos stored locally on the photo frame. This way, all your photos are sure to stay private. You can send photos with the Frameo app (with captioning) or import them with USB or micro SD. The photos are not in the cloud, so you can only delete or hide photos on the photo frame itself.

I want to export photos, but this does not work. How do I solve this?

  • Exporting can be done with a USB stick or SD card, formatted in MSFAT and up to 32 GB in size. Make sure, of course, that they are not ‘locked’.
  • The photo frame prefers an SD card, so will not read the USB stick if there is also an SD card in it.
  • There is both a backup function and an export function. Sometimes one works and the other doesn’t, so try both.

I want to import photos, but this does not work. How do I solve this?

  • Exporting can be done with a USB stick or SD card, formatted in MSFAT and up to 32 GB in size. Make sure, of course, that they are not ‘locked’.
  • The photo frame prefers an SD card, so will not read the USB stick if there is also an SD card in it.
  • Of course, through the Frameo app, you can also send photos to the picture frame, and then with captions.
  • If you really don’t succeed, please contact us at info@kikienco.nl.

Do I need Wi-Fi to use the photo frame?

  • Yes, otherwise you will not be able to receive photos sent to the photo frame. It is important that there is (almost) continuous Wi-Fi connection. If you are unexpectedly offline, the app will try a few times to resend the photo.
  • The connection does not have to be fast. A hotspot from a phone or a weak signal may also be sufficient.
  • You can turn the screen off (automatically) at night, but the photo frame will remain connected to Wi-Fi. So don’t use the power button or the plug, but set the photo frame to night mode (the moon button).

The photo frame does not connect to Wi-Fi. What can I do about this?

  • Try logging into another Wi-Fi network. For example, the neighbors’ or your cell phone’s (hotspot). Then you can exclude that it is the network that is to blame.
  • If the above does not work, please send an email to info@kikienco.nl

When I want to add a photo frame (‘friend’) in the app, it doesn’t work. Why not?

  • Check if the photo frame is online. To add a friend that is necessary.
  • Very occasionally, the app fails. If it fails with intervals of a few hours while the photo frame is online, delete the app from your phone. Reinstall the app and add the friends again. This will not affect the photos on the photo frame. They will remain as they are.

When I send a photo in the app, it is not sent. Now what?

  • Check if the photo frame is online. You can send a photo if the photo frame is offline, but it will not leave your phone until the photo frame is. The app will try several times itself.
  • If the photo frame is online, but in the app it appears offline, it is sometimes necessary to reinstall the app and add the photo frame again. This does not affect the photos on the photo frame. They will remain as is.

Do you need a special code to send photos to the photo frame?

  • Yes you do. You must become a friend of the photo frame once with a unique code. This code is valid for 12 hours. After that you can send unlimited photos to the photo frame.

I would like to give the photo frame as a gift to someone who cannot set up the device themselves. Can I do it myself in advance?

  • Setting it up is not that difficult. It can be done in many languages and the photo frame guides you through it itself.
  • But if you want to do that for someone, you can. You can completely set up the photo frame yourself at home, add friends and put some first photos on it. The recipient then only has to plug in the photo frame and connect to his or her own Wi-Fi. It then works by itself.

I want to give the picture frame as a gift to someone who is not technical, would that person be able to do it?

  • Yes, it is easy and self-explanatory. The photo frame will guide you through the steps necessary to start using the photo frame.

How many people can you add as friends to the photo list?

  • As much as you want!

Can multiple people send photos to the photo frame at the same time?

  • Yes you can. All they need is the Frameo app and your unique code from the picture frame.

Next to my photos, I see a blurry image. How can that be?

  • Sometimes a photo has a different size than the screen of the photo frame. You can then choose to ‘fill screen’. Then the whole screen will be filled, but some of the photo will be cut off. Or you can choose ‘fit into frame’. Then the entire image will be displayed, but you will not need the entire screen. The photo frame will then fill the ’empty’ part of the screen with a blurred version of the displayed photo to make it look calm.
  • You can rotate the photo frame to fully display photos in landscape or portrait.

The screen of my photo frame occasionally drops out. How is that possible?

  • Usually when that happens, something is wrong with the plug. So first check that the cable is properly inserted into the photo frame and the plug is properly inserted into the outlet. If you have a spare cable, try that.
  • If it does not work, please email info@kikienco.nl and we will send you a new plug. If that doesn’t solve the problem, there is something wrong with the photo frame and we will discuss whether we can exchange it.

My picture frame screen does start up, but gets stuck at the Kiki&co or Frameo logo. What can I do about this?

The software on the photo frame is not installed properly. Please send us an email at info@kikienco.nl and we will exchange the photo frame for you.

The date and time are not correct on my photo frame.

  • Through the settings (cogwheel) -> my list, you can check what time zone the photo frame is set to and adjust it if necessary.

I did not find my answer in the above questions, what can I do now?

  1. Send your question to us in an email to: info@kikienco.nl and we will be in touch within 1 business day to answer your question.

For more info: download the complete user guide