Frequently Asked Questions
1. When will my photos be ready to view?
Your school’s images will be available to view and order within 7-10 days from date of shoot (please note- during peak times this may increase to 10 -14 days).
If you would like to register your email address with us, you will receive a notification email once the edits are finalised.
2. I’ve lost my access code. What can I do?
The school office is provided with each child’s access code, for easy re-issuing in case they are misplaced. Alternatively, to enable us to re-issue your unique access code please contact us providing the following information:
- Name of school attended
- Full name of Pupil or Pupil’s
- Class names of pupil
The access code will be sent via email to the address provided. This can take up to 48hrs, after confirming your details with the school.
3. How do I order my photos?
Once you have entered your unique access code(s) at the login page, you will be able to view your photo gallery online, as well as see all our available products and pricing, and place orders directly on the website. Check out our step-by-step guide here for the fastest and easiest way to order your photos.
4. Is it possible to place a single order for multiple siblings?
Yes! Click on "Got another access code?" under the access code login. You can enter up to five access codes at the same time. This way you will have access to all available photos. You can combine the order and save on shipping costs.
Please note that the “download all” option is access code specific, if you would like to purchase all digital downloads from multiple access codes you will need to call our office on 01707653473 for us to merge the multiples galleries under one access code, before they can be ordered online.
5. Is the logo (watermark) going to be removed from the image?
Of course! The watermark is only used to protect our images against illegal downloads.
6. I can’t see the option to order single prints?
Once you have logged in to view the gallery, you should see a menu at the top of the screen with the “Individual products” tab. Once you have clicked on the individual products tab, you will be taken to a list of the photos in your gallery. Here you can select the individual photograph(s) you would like to order.
7. Can I order keyrings?
The “mini prints and keyrings” are not available online as a standalone product, but they can be found in Pack A and Pack E.
8. What is the quality of prints, posters, etc.?
We are committed to offering only the highest quality. If you are not satisfied with the quality of your photo products, please feel free to get in touch. We are devoted to your satisfaction.
Digital downloads are provided in the same high resolution that we print from ourselves in our lab. Please note once the digital downloads have been purchased, we cannot guarantee the quality of external printers when taken elsewhere.
9. 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 created. Once you’ve logged in, your order details can be found under "My Account".
10. How long until I receive my order?
School delivery - All orders placed are processed after the deadline closes for delivery back to school (please see the ordering homepage for deadline date) and returned to school approximately 2 weeks later in one eco-friendly delivery. Your order will be sent home via the subject name given at time of ordering.
For orders placed after the deadline for school delivery has closed, they are processed and usually shipped to the delivery address provided in 10 working days (please note during peak times this may increase to 10-14 days). Orders under £50 will be sent via standard post, no tracking information will be available. Any orders over £50 will be sent recorded by Royal Mail, with a tracking number.
11. Refunds and Returning Goods
Customers have 14 days to return any unwanted goods, please return them to: 12 Warehams Lane, Hertford, SG14 1LA, and a full refund will not be issued until good have been received. Please also include a reason for returning the products and your contact details.
Once purchased and downloaded, a digital download cannot be refunded or exchanged.
In the unlikely event, you receive damaged goods, please inform us and return the goods within 2 weeks and we will either issue a replacement or a full refund.
12. I’ve received an email notifying that my photos will be archived. How long do you keep photos for?
Due to storage limits, we must archive jobs on our website. However, they can still be ordered, they will just not be live on the website. We keep school photos in our archives for around 5-7 years. But we recommend contacting us to confirm we still have the photos available to order. To do this we need the name of school attended, child’s full name, class and date the photo was taken.