Frequently Asked Questions
General FAQs
1. I received an access card with an access code - how can I order my photos?
If you've received an access card with a personal access code, go to the "Login" page, enter the access code and click on "Open Your Album."
2. How do I select the image I want from my album?
When you select the package you want you should see an option to 'Choose pose for all' for single pose packages, or ‘Select and edit photos' for multi pose packages. You'll then be presented with all the images in your gallery. Select the image you want and press ‘Confirm’. You can then add the package to your basket
3. I received an email with login information - how can I order photos?
After you have placed an order or registered with the online shop you can use the "Customer Login" to enter your personal gallery, order photos and check the status of your orders.
4. Where can I see the status of my order?
The easiest way is to click the link within your order confirmation email. Alternatively, you can log in with the password and email address you received via email. Once you’ve logged in, your order details can be found under "My Account".
5. What is the quality of prints, digital downloads, etc.?
We are committed to offering only the highest quality images and all prints and downloads are in a high resolution.
6. Can I crop the images?
We will have already framed or cropped your images to display correctly in a mount or frame. However, if you want to alter the crop yourself, you will find this option when selecting your photographs. If you crop the image, an enlargement of the selected area is created. Please make sure you leave a good amount of the background above the head to allow for any mounting/framing.
7. How easy is it to order online?
It's really easy, select a photo that you like from your album and click "Order photo.” Then select the product of your choice, enter the desired quantity and click on "Add to basket". When you have placed all of the photos you like into your shopping cart, click "Basket" on the top right of the screen and follow the instructions. You can order via a mobile, tablet, laptop or desktop. However, we recommend using the largest screen you have like a laptop or desktop for the best shopping experience.
School Photograph specific FAQs
1. Is it possible to place a single order for multiple siblings?
Yes! Click on "Got another access code?" on the main page or "Have multiple children or events?" within your gallery. You can enter up to five access codes at the same time so you'll have access to all available photos.
2. How do I select the Class Photo I want if there are two variations of the same size?
Once you’ve chosen which package you want to purchase, you’ll see a ‘Select and edit photo’ button. You'll see all variations (For example, a Class 6 and Full Year 6), select the picture you want and press ‘Confirm’. You can now add this to your basket.
3. How long will the delivery take?
The delivery time depends on the payment, the products you’ve ordered and delivery method. The payment must be confirmed before your order can be processed. Orders which include free shipping to schools are processed in bulk 7-14 business days after the order deadline.
4. Is the Watermark going to be removed from the image?
Of course! The watermark is only used to protect our work against illegal screenshots or downloads. Please do not attempt to save or share any photos that include a watermark or try and remove it. All screenshot and save attempts are logged. Repeated attempts may result in an account/album being locked.
5. Can I select more than one image in a package?
We've created a range of packages to be flexible with both cost and variety of products. We have recently added our Mix and Match packages with the flexibility to pick up to 3 different poses. These can be seleted from all available photographs in your account, including sibling albums when multiple access codes are added. This option is also possible with the multi-download packages. You can easily see this from the package details with the 'One pose only' and 'Multiple poses' tags.
6. Can I add a digital download to a print order?
We offer discounted digital downloads when buying a print/mount package. This is a great way to receive the digital image/s while waiting for your print order to arrive. For the 'One pose only' packages, you'll receive the single picture you've chosen as a high resolution digital download. In the Mix and Match packages, you'll receive up to 3 different digital downloads with an even bigger discount.
