Frequently Asked Questions

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Technical Specs

What is the dimension of the Magic Mirror?

The dimension of Magic Mirror is 809mm x 450mm x 1874mm (WxDxH). It comes with a base plate which allows it to be placed free standing or wall-mounted.

What if the power plug in my country doesn’t fit?

We will supply the compatible power plug for you to use in your country, and the supported power voltage is 100-240V.

Does Magic Mirror support Wi-Fi or Bluetooth? What connectivity does it support?

It supports and run on both Wi-Fi and LAN connection, it's recommended to have LAN connection as it's more stable compared to Wi-Fi.

Could you provide any information with regards to equipment durability or setup?

All the equipment comes with 1-year manufacturer warranty, because we’re using top branded equipment such as Canon, Dell and et cetera, the lifespan of the equipment is expected to be last for more than 7 years.

May I purchase software and hardware separately?

Our standard Magic Mirror package comes with both hardware and software, all in one unit. Unfortunately we’re unable to provide you with software and hardware separately, as all our software modules are designed and developed based on our own hardware platform and may not suit your hardware settings. Since we have our in house software team, we could also provide better remote support if there is any issue.

Can the magic mirror be used outdoors or does it have to be used only in indoors?

The Magic Mirror is designed for indoor settings. However, it could be placed outdoor provided that it has shelter, and will not be under direct contact with sunlight or rain. Also, strong internet connection would be necessary.

What power voltage does it requires?

Our mirror cabinet require only 1 power socket and 1 network cable port. The required power voltage is 100 - 240V.

Does it support printing option and what is the compatible models of printer?

The mirror can be connected to a dye-sub printer, currently we are using DNP RX-1 Photo Printer, but if you have other printer, you may let us know the model and we could check on its compatibility.

What length are the plugs and how many plugs will the unit require?

Magic Mirror would require only one electricity powerpoint and one network cable port (optional - as Magic Mirror can also run with WIFI). The powerpoint should be placed at the bottom right of the wall where the Magic Mirror is installed.

Is the network connection on the unit wired or wireless?

The Internet connection can be either run on Ethernet cable or WIFI.

What is the minimum network requirement?

The minimum bandwidth requirement is 1Mbps, preferably without quota limit. And the network consumption is fully dependent on the usage, it will be approximately 2MB per photo sharing to social media. However there might be an extra consumption during remote support session for software updates, technical support and etc.

What is the operating environment of the software?

Our Magic Mirror software is in Windows-based.

Is it possible to print user photos from the mirror?

Yes, our Magic Mirror comes with an optional professional dye sub photo printer, you may contact our sales team for a quote for this option. Users can print their photos directly from the mirror cabinet and get the photocopies instantly.

What is the color of the frame? Material of the structure? Can we customize it?

Our standard unit comes with black casing with matt finishing, which can easily blend in into the store’s décor and event settings. The frame of the Magic Mirror can be easily reskin. You may customise it by adding a wooden mirror frame in front of the mirror glass, or you may also design your own vinyl stickers to be sticked onto the mirror surface and around the cabinet (provided it does not cover the display monitors and camera), to suit your own branding image and decor settings.

Customization and Social Media Sharing

Can I customize the Magic Mirror to be used for future different events? Is there any cost incurred?

Yes, standard customization such as updating the logo, Facebook page link, photo frame design, videos, etc. can be done to fit into different event requirements via the control panel. In order to access to the Control Panel, retailer would need to sign our support contract with the monthly fee of £29.50+vat.

How much time will it take to produce a 3D product?

Depending on the complexity of the garment, if it is within our standard template, the rendering will take 3-5 working days, if its a customised garment, it will take approximately 7-10 working days. You may send the design to us for further discussion on the timeline.

As an event company, we have our very own designers to design the assets, do I still need to pay for every asset upload to the Magic Mirror?

Your designers can design and upload all the assets through the control panel without any charges from Magic Mirror, but we do have services offered to create the designs on your behalf.

Do you have sharing options where users are able to post their photos on social networks using hashtag function?

Yes, our Magic Mirror is able to share photos taken to social media using hashtag function or standard sharing, they would have the option to also share to their email.

Do you provide a protective case for Magic Mirror delivery?

All of our Mirrors would are pre-packed in a wooden crate to ensure safety for international delivery. We also offer a tailor-made flight case with an extra cost so it could be reused for future transportation. Please Contact Us for full pricing.

Which social networks sharing are supported by the mirror?

For all standard modules, Magic Mirror can be connected to email, Facebook and Twitter; you may choose to hide these functions if you do not want to be connected to social networks.

How do I provide you with the virtual dressing assets?

What we would require from you is just the 2D garment images, which normally available in your E-Commerce site. And you may provide us with the list of product details and we could display it according to the product ID. For further details, please refer to Virtual Dressing Customisation Document.

Post photo on Facebook.

User could post the photos to their own Facebook account. You may customize the text messages and may overlay your brand logo on the posted photos in Facebook. Users could also post the photo to retailers’ Facebook page as long as we get the admin password for that page.

Will Magic Mirror have the ability for users to connect with their Twitter, Facebook and Instagram and share their picture?

Yes, users are able to save the photo to their phone via QR code, then share it directly using the links provided to Facebook, Twitter, Instagram and Pinterest.

Does it collect user data for the customers? If Yes – where does it store it?

Yes, you are able to grab the usage rate of photos taken and shared from the web-based control panel. Upon user's consent, you can also keep a record of basic user data for future marketing purpose. Kindly refer to Magic Mirror Privacy Statement on data collection privacy.

Is the device able to print the photos or is it sending the images via emails to the users?

We've sharing options for users to share it to their social media accounts, including Facebook, Twitter and email. And if you would like to have printing option, we could provide with a photo printer, however there will be additional charges incurred.

Content Management

How is the information loaded into the Magic Mirror?

Our technical team could remote connect to the Magic Mirror to load the information into it. We would also quarterly upgrade magic mirror software, to support and diagnose issue over the phone and via remote connect support as part of our support contract’s services.

Once we've bought the mirror is it possible to change and customize options and functions by ourself after the first use?

Yes, you’re able to do the standard customisation to fit into your future marketing events or to suit your client’s branding. You may upload and replace the assets to the mirror via a control panel. For example, you could customise the photo frame, branding logo, idle video and upload it to the control panel. You could also customise the photo sharing text on the social media (email, Facebook and Twitter) through our control panel. And if you require any technical support from us, our technical team could remotely connect to the mirror to assist you further.

The programming part, is it done by your company in which we will send you the necessary visuals and logos?

Yes, our technical team would be doing the programming part (the software modules) while the interactive content such as video, photo frames, logos, etc. would be provided by the retailer or digital agency. A customization document, specifying the format of the interactive content, would be sent over to the interactive content provider.

For the pre-included games, can I know if the games are customizable or there’s a selection of few games?

The game objects (which are dropping from the top) and the ‘container’ (to collect the dropping items) are customizable based on retailer’s requirements. The game rules to win the voucher are also customizable. What we would need from your side are just some game object images in the pre-determined format and also some details about the social media sharing. After getting the images, we would incorporate it into our standard game flow to ‘reskin’ it so that the game UI is matching with your event’s requirements.

What is the predetermined format for clothes images?

Clothes images should be in PNG format with invisible background, at 1200 * 2700 dimensions, placement of clothes within image must be according to a provided mannequin image (please download from here), the image should be facing front without any angle distortion. Please zoom in the shoulder part of the mannequin image and adjust the clothes images to exactly align with the shoulder of the mannequin. This is to optimize the accuracy when users virtually try-on the dresses on Magic Mirror.

Do you provide a standard workflow that we can use?

Yes, we have standard user flow for customers to reuse and rebrand to suit their brand image. Please refer to Section 3.5 of Information Pack for more details.

Does it also support eyewear and necklace?

Yes, we can support eyewear and necklace. The eyewear and handbag images will be superimposed on the user’s face and neck in the photo taken respectively. Images should be in PNG format with invisible background, at 1200 * 1200 dimensions, placement of eyewear or necklace within image must be according to a provided mannequin image (please download from here).

Ideally, what would be the recommended number of items that can be show cased in Magic Mirror?

Ideally, we would recommend retailer to showcase 20-30 items on Magic Mirror. These items could be the latest collection, hot selling items, recommended items for different looks, etc.

Are there ways to implement a combination of 2 or 3 clothes on the screen, which you can build in?

We can combine 2 or 3 clothes on the screen but it is not recommended as these clothes would not be nicely matched. What we would suggest is you could combine these clothes into a single image and it would looks much better than multiple separate clothes images displayed on the same screen.

What are the software available? Is it suitable for all industries?

For all our software modules, the user journey is actually very simple and straightforward so as to enhance the user experience and to ensure that it is user-friendly on all occasions. We’ve virtual dressing module which is specially designed for fashion retailers and we do have photobooth function specifically for event organiser. Depending on the industry you are in or targeting, Magic Mirror has a software package suitable for each industry, please refer to our Solutions Pages on our website or Contact Us for more information.

What is the difference between 2-D Virtual Dressing and 3-D Virtual Dressing?

Below are the list of the differences between2D and 3D Virtual Dressing

2D Virtual Dressing:

  • 1. It is less costly to maintain as the images are usually easily available in e-commerce website
  • 2. You can manage the content yourself via our web-based control panel to replace the garments
  • 3. The garments are able to scale to size according to user's body size but it does not follow the users' movement of twist and turn

3D Virtual Dressing:

  • 1. The garments of 3D Virtual Dressing is more realistic and it gives better users' experience
  • 2. It provides realistic views from all angles and syncs with users' movement
  • 3. Magic Mirror Team are able to assist with the rendering
How do I manage the software content of Magic Mirror?

We’ve a web-based control panel for you to do standard customisation for your events. For example you may replace the photo frames, logo, sharing text & etc. by uploading to the control panel. And we could also provide support to do the customization for you at an additional charges.

Regarding the QR Code, will it be needed to send QR Code for each product to you?

For the QR code, we can pre-defined it to be directed to your client’s E-commerce site to complete transaction. And you may also provide us with the product details to be displayed on the mirror unit.

For virtual dressing, what format of images do I need to provide?

We would require the garment images in front facing angle without any distortion and it has to be in PNG format with transparent background. For further details, please refer to Virtual Dressing Customisation Document

When the mirror is not in use, what does it display?

When the mirror is in idle condition, it will be displaying the pre-loaded videos or images, as provided by customers. It could also display live video feed with basic instructions prompt.

May I have a demonstration on the entire flow as per my requirement after my purchase?

We would record a video, showing the entire flow with UI design to make sure everything is on the right track before delivering to customer.

Is it possible to have jewellery or accessories try-on?

Yes, this is technically achievable, we recommend to use try-on accessories such as necklaces or glasses. Accessories such as earrings and rings are not recommended because in the live view of the mirror, the size would be too small to display its details and design of the earrings or rings.

Is it possible to know which languages you use to create the app?

Normally we will provide the application in English for most of our customers. However the display language is customisable. You may provide us with the text in the language you want and send it to us.

What is the difference between Magic Mirror and Magic Mirror Plus?

We have two Magic Mirror models: Magic Mirror and Magic Mirror Plus.

The difference between the two mainly lies on its experiential influence on users. Magic Mirror Plus provides a professional photobooth experience, with built-in DSLR camera. It generates a high-quality yet easy-to-use photo sharing experience. Magic Mirror provides an immersive branding experience, using the latest Unity tech interface. It could become a personalized game booth, virtual dressing kiosk or interactive digital signage depending on the business use case, all of which includes the photobooth function.

refer to our comparison page over here.

What is Product Genie?

Product Genie recommendation is useful as a personalized sales assistant. Basically, it collects the local weather from the web, and collect user data through its appearance: eg. Gender, Age and emotions. The Mirror would then recommend clothings based on those characteristics, the clothings are pre-assigned with different attributions.

How many clothes are included in the standard Virtual Dressing Package?

For your purchase, we will customize 3x 3D garments and 7x 2D garments using 2D images of the clothes. Any additional add-ons of 3D or 2D garments will be charged at per piece charges according to our pricelist.

Virtual Dressing kiosk is best used as a sales tool rather than a product browsing tool. Based on our past experience, most retailers find the standard package sufficient to engage with their customers, and encourage them to proceed onto actual clothing shopping mode.

However, If you would like to have more clothes for entertainment purposes, we could offer some clothes from our existing collection of 3D garments for you to choose from.

Is it possible to virtually try-on a top and bottom at the same time?

Magic Mirror can recommend shoppers with complete outfit looks, such as virtually try on a T-shirt and jeans as a set at the same time.

System Support and Maintenance

Is there any support available if there is any technical or relevant issues happen?

We would support our client via phone, emails and remote connect to magic Mirror for remote support. When comes to faulty parts, we will send engineer on site to swap over the faulty parts and there will be an engineer callout charge.

Does it require maintenance on the hardware?

Magic Mirror hardware is very straightforward and less likely to maintenance. Replacing a new one will be cheaper than repairing the faulty hardware. When comes to hardware replace, it is just to unplug the faulty hardware and re-plug the replacement, any handy man is able to do this.

How do we stay current with the companies software updates?

Software upgrade would be provided (for retailers under support contract only) on a quarterly basis to keep the mirror updated with the latest mirror version and to keep it updated to the latest API of Facebook, Twitter, etc. For further details, please refer to Magic Mirror Service Level Agreement (SLA).

Is there a system in place where we can control ads, update photo frames etc remotely?

A web-based control panel would be provided where you could access to upload a new photo frame or replace a new advertising video clips etc.

Would you able to provide support to a Magic Mirror installed in oversea?

Yes, we are able to provide maintenance and service by remote connect support to the Magic Mirror. We would quarterly upgrade magic mirror software, to support and diagnose issue over the phone, email and via remote connect support.

Is there any warranty included?

The warranty is on all the equipment stored inside the mirror cabinet and it is a 1 year manufacturer warranty. Please refer to Terms & Conditions for more details.

Can the Magic Mirrors placed in different location be administered remotely from a central office?

Yes, multiple Magic Mirror units can be centrally managed through our control panel, where it allows marketing team to manage and publish the content and management team to monitor the usage and engagement rate of the users.

Is there any support available if there is any technical or relevant issues happen?

We have many customers who have installed the Magic Mirror at the places which are geographically far from us such as Germany, China, Indonesia, Ireland, etc. and they are having our support most of the time. We are able to provide maintenance and service by remote connect support to the Magic Mirror. We usually set up a WhatsApp group with your team for better communication and faster feedback compared to e-mailing.

Also, we have 2 support offices that is based in UK (GMT+1) and Malaysia (GMT +8), we are able to cover most of time of your events to support you remotely.

With respect to software, do they include user training?

When switching on the Magic MIrror for the first time, user is expected to go through a step-by-step tutorial on how to use the Magic MIrror. If any further guidance is needed, you can always call our team for support.

How does Magic Mirror's virtual try-on works?

"Our virtual dressing function enable the shoppers to try on multiple outfits in just a minute.

The shoppers could swipe through the collections and the selected garment will be intelligently superimposed onto the shopper’s body. "

How do we manage the advertisement content and scheduling?

Our web-based control panel allows a marketing personnel to manage their advertisements through playlist and schedulers, no technical expertise is required.

System Integration

When the mirror isn’t being actively used, does it have the capability to function as a digital billboard?

Yes, the Magic Mirror would continuously play the following digital contents in a loop, act as a digital signage when the magic mirror is not in use.

  • 1. Promotional videos
  • 2. Photo slideshow
  • 3. Instructional message
Are shoppers able to purchase items directly from the mirror?

By loading the designated e-commerce site on the Mirror, shopper are able to purchase items directly on the Mirror just like how they would online. Alternatively, we could provide a QR code on the screen, where user could scan the QR code using their smartphone and they will be directed to the E-commerce site to complete the purchase.


Can the Mirror auto turn on and off at the pre-scheduled time based on the store opening time?

Magic Mirror will be pre-set to turn on and shut down automatically at the scheduled time. Once the mirror is turned on, the default Magic Mirror application will also start automatically. The time is normally scheduled based on the opening time and the closing time of your store or event. However, you can also start or close the Magic Mirror application at any point of time.

How to start Magic Mirror application?

It can be done by tapping on the App icon on screen, please refer to Quick Startup Guide.

How to close Magic Mirror application?

On the keypad, enter Alt-F4 to exit, please refer to Quick Startup Guide.

What should I do if camera is not functioning?

  • 1. Check and make sure the power of camera is turned on.
  • 2. Unplug the power cable and plug in again.
  • 3. If the power is on but the battery power is depleted, then it might because of the power cable is not functioning.
  • 4. Reboot the Magic Mirror by power off the main switch of Magic Mirror, wait for 2-3 mins, and power on again.

What should I do if printer is not working?

  • 1. Check and make sure the power of printer is turned on.
  • 2. Unplug the power cable and plug in again.
  • 3. Reboot the Magic Mirror by power off the main switch of Magic Mirror, wait for 2-3 mins, and power on again.

What should I do if Kinect is not working?

Kinect is considered not working when People standing in front of the mirror cannot be detected:

You can walk out from the sensor area and walk in again to see if the kinect detects you. The ideal distance for the kinect detection is 1.5-2 meter from the mirror..

  • 1. Check and make sure the power of Kinect is on.
  • 2. Unplug the cables and plug in again.
  • 3. Reboot the Magic Mirror by power off the main switch of Magic Mirror, wait for 2-3 minutes, and power on again. Please make sure you switch on the PC in Magic Mirror
What should I do if the mirror is not connected to Internet?

  • 1. Check your internet router.
  • 2. Contact your internet service provider if the Internet connection is not available.

What should I do if the mirror screen is hanged?

  • 1. Switch off the main power
  • 2. Wait for 5 minutes and turn on the main switch again.


Does installation include sending someone to the installation site?

Yes, we could send a technical person to assist in the installation. However, some of our customers do not need our support personnel to be on site for the installation because it is very easy and straightforward. Our mirror will be delivered pre-configured and it is ready to plug and play. If there is any assistance required, we are happy to provide support via phone to guide through the installation process.

Is it fully operational by only the customer or does it require a technical personnel on-site to do the installation/configuration?

Magic Mirror is designed to be self-operated without the presence of support personnel. The program will be running with the pre-configured assets once the the unit is powered on and connected to the internet.

Does the mirror must be screwed to the wall or it could be free standing in some cases?

There are two options for Magic Mirror installation, which are

  • i. mobile unit with caster wheels – features high mobility, allows you to reposition the Magic Mirror easily
  • ii. flush mount unit – To better blend into the store design
How long does it take to setup once in location?

It will take approximately 2 hours, the Magic Mirror is a plug-and-play device. The unit will be delivered pre-configured, so the program will be running once the unit is powered on and connected to the internet.

Does the mirror overheat easily? Do we need to take this into consideration when placing the mirror?

No, the mirror would not get overheat easily and shouldn’t be placed next to the heater. And, the mirror would need to be accessed from the back, not just for ventilation but also for accessing the equipment in case if any diagnoses or maintenance of equipment is required. Please refer to Section 2.3 of Information Pack.

Is it possible to remove the mirror from the base and wall mounted?

Yes, we do have a wall bracket for the Magic Mirror to be installed against the wall, it can be provided upon request.

Please refer to our Information Pack, Section 2.3.2 for more information.

What types of installation available for Magic Mirror?

We have a few options of the mirror installation, it can be a free standing unit, wall mounted unit, or bolt down to the floor.

Please refer to our Information Pack on the details of installation options, Section 2.3.

Do you have to see the project of the area?

As minimal installation is needed, it is not necessary for a site visit, however you may send us some photos or drawings of the placement of the Magic Mirror and we will try to give you our best advice.

How much space is needed around the Magic Mirror for users to see themselves in full live view?

It is recommended to leave ample space in front of the mirror (minimum of 2 metres) for easy movement of the user. The minimum space requirement is 140x204x180cm (WxHxD), more details can be found on Datasheet

Delivery and Transportation

What are the ways of shipment and the respective lead time?

The software configuration would takes around 2 weeks’ time once we have received all the assets required in the correct format. The delivery time would depend on the location and which freight you are choosing. It would takes around 3 – 5 days for delivery within UK through land transportation. For the oversea delivery (outside UK), air freight (5 – 7 days) would normally faster than sea freight (a few weeks’ time) because by sea freight, it would normally has only one journey each week. The lead time would also depends on the time taken for the customs clearance in your country.

How long does it takes for the software customization upon my order confirmation?

We would require 2-3 weeks time for the software customisation, upon receiving all the creative assets in correct format and requirements. For detailed timeline, please refer to Section 4.1 of Information Pack.

For oversea delivery (outside UK), which freight is more economical to go for?

For 1 unit, the cost for air and sea freight is not much different. When it comes to volume order, then sea freight will be more economical.

Can we insure the mirror?

Normally, a basic insurance would be included during freight. The added insurance against the damages during transporting process need to be purchased separately and we can help with this arrangement.

Can I use my own freight forwarder to handle the shipment?

Yes, your freight forwarder can come and pick up from our office for a MOQ of 2 units, and take it to package (crate and pallet), and then ship out. The freight company usually has its own packaging partner and they can provide this service.

By default, what sort of packing is done for magic mirror?

The packing required is usually just so that it fulfills the transport requirement – keep the cargo safe and able to be transported around by fork lift when it goes through ports and depots. It is a wooden crate.

How do we transport and setup the mirror unit for multiple events?

We are providing customised flight case at an additional cost, which we believe would help to ease the transportation of the mirror unit from one place to another. Basically this flight case is specially designed for oversea shipments and to help event companies in moving the unit to each of their events. You may take a look at the video here, and see how it works.

What are the available shipment options and the respective lead time?

There are a few shipment options available, the following is their respective lead time (excluding custom clearance):

  • i) Air Shipment: 6-8 working days
  • ii) Land Shipment: 2-3 working days (for domestic shipment only)
  • iii) Sea Shipment: 28-30 working days

Please refer to Section 4.3 of Information Pack.

Cost & Payment

What is the payment term?

We usually require full upfront payment prior to equipment configuration and delivery. The payment can be made by bank transfer with the following bank details,

Account Name: Magic Mirror
Account Number: 32500922
Bank Sort Code: 40-38-04
IBAN: GB87HBUK40380432500922
Bank name: HSBC
Bank address: HSBC, 8 Canada Square 13 E4 01, London, United Kingdom
What is the process of payment?

We will send a Pro-forma Invoice to retailers to view and sign on. Upon receiving signed order and full upfront payment, we will start working on the hardware and software configuration for Magic Mirror.

Do you accept credit card for payment?

We do not accept credit card. Payment can be made by BACS transfer or by cheque payable to “Magic Mirror”.

What type of duty tax do you think we could expect per unit?

It is depending on the import policy of your own country, unfortunately we couldn’t advise on this. However for all oversea shipment, we would prepare the relevant documents for custom clearance, such as commercial invoice and packing list, with a specific HS code and product description on it, which is normally comes with very low duty charges or sometimes duty tax-free in some of the countries.

Is there any further hidden costs? If so, what the details are?

No, the package price would be all the costs that involved in building, configuring, assembling and delivering the activated units to you, no other hidden cost involved.


I’m interested in distributing Magic Mirror in my region. How can I become your reseller?

Fill in the Contact Form, and our sales team would advise you on how to proceed with the next step.

Is there any training required to become your reseller?

The installation of Magic Mirror is very easy and straightforward because the mirror will be delivered pre-configured, ready to plug and play. If the Magic Mirror has any technical problem, our support personnel are able to provide maintenance by remote connect to the Magic Mirror. So, no training is required for our reseller.

In case a client from my region directly requests for a quote from Magic Mirror, then what would happen?

If your client directly requests a quote from us, we will pass them back to you. We are happy to provide the support or assistance to you if your client has any sales enquiries.

Do you have provide demo applications for customers?

Yes, we will provide demo applications for you according to you/your customers' use case.

Here are some sample videos of our readily available apps:

Fun Photobooth

Interactive Advertisement

Virtual Dressing

Interactive Game

Europe Office

Asia Office

Business Hours

  • Monday-Friday: 8am to 4pm
  • Saturday-Sunday: Closed