We're Here to Help

Everything you need to help you with your Diffuser & Cosine Corrector accessory.

Frequently Asked Questions

Your order will leave the warehouse within one business day after a successful payment.
Shipping is handled with the fastest method available using DHL Warenpost International Premium. Expected delivery times vary by region:

  • North America: 6–10 days
  • South America: 16–20 days
  • Europe: 1–5 days
  • Asia: 6–12 days
  • Africa: 6–18 days
  • Oceania: 12–18 days
Not yet. Even though DHL International Premium includes shipment tracking, our logistics partner currently experiences an IT issue with delivering emails. We sincerely apologize for this circumstance. Nevertheless, the shipping is not affected and your order will arrive for sure. You may always contact our support team if you haven't received your order within the expected delivery times.
Your order will be shipped from Germany by our logistics partner Omnitrade e-commerce GmbH.
We store our Swiss made products in a German warehouse to reduce shipping times, especially within the European Union (EU).
The most common cause of this is, that the app’s settings have not been adjusted. Make sure you’ve configured the app to adapt for a paper diffuser or the diffuser accessory, depending on what you’re currently using (see here). Unfortunately, it’s impossible to detect this automatically.

The second common issue is that you are not using the exact paper weight as advised in the app which is 80 g/m² or 22 lbs.

And lastly, even if you got the settings right and chose the right paper you can still see differences in your measurements. This is because paper isn’t a perfect diffuser for many reasons. Firstly, it can not be manufactured as precisely as required and will still vary in translucency depending on the manufacturer and production batch. Secondly, paper has a grainy structure, meaning its light transmission will vary depending on how you place it over the camera. Thirdly, the paper diffuser cannot properly correct for light hitting from different directions.

These uncertainties when using a paper diffuser are exactly why we’ve invested a lot of effort in engineering the diffuser accessory that fixes all the measurement errors described above (and more). You can trust measurements taken with the diffuser accessory.
The white surface of the diffuser may show slight irregularities due to the specialized material and production process. This does not negatively affect the measurement quality and is not a cause for concern. Each manufactured part is checked by our quality control before it is installed.
Yes, unless the case doesn't allow the accessory to fit tightly — there should be no gap between display and accessory. If so, we recommend removing the case for proper fitting.

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In case you need any more support, our team is here to help.

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