Frequently Asked Questions
1. How do I select the image I want from my album?
When you select the package you want you should see a ‘Customise my Package’ blue button above the image. If you select this it’ll show you all the images in your gallery. Select the image you want and press ‘Confirm Selection’. You can then add the package to your basket
2. Is it possible to place a single order for multiple siblings?
Yes! Click on "Got another access code?" on the main page. You can enter up to five access codes at the same time so you'll have access to all available photos.
3. I received an access card with an access code - how can I order my photos?
If you have received a access card with a personal access code, go to the "Login" page, enter the access code and click on "Open Your Album."
4. 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.
5. 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".
6. 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. Delivery time may also vary depending on the type of products ordered.
7. Is the logo (watermark) going to be removed from the image?
Of course! The watermark is only used to protect your work against illegal downloads. Please do not save or share any photos that include a watermark.
8. 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.
9. 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 within the basket. If you crop the image, an enlargement of the selected area is created. Look for the stars which indicate whether the photo's resolution is sufficient for the enlargement. Please make sure you leave a good amount of the background above the head to allow for any mounting/framing.
10. I rarely order online - how can I order my photos here?
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.
11. Why have you stopped selling CD's with an image on?
With more and more devices no longer including CD/DVD drives this technology is becoming old and limited. Digital images can be easily downloaded after purchase to a mobile or desktop device that can then be easily shared, stored and backed up. We don't offer digital downloads on Class group photographs.
12. What's the additional security step for Apple Pay?
After you Double-Click the side button to authorise your Apple Pay transaction you'll be presented with an overview of your order. You must tap the 'BUY NOW' button to confirm your order and complete the transaction.
