We have answered some of our most frequently asked questions below, if you require further assistance or can’t find the answer to your question contact our friendly customer service team on 03 52434390 or send us an email customerservice@arphotos.com.au

I haven't received an SMS or Email about viewing my child's photos.
Typically you will be notified within 3 weeks of the last day of photography. For some schools, photography may be spread over several weeks and there is often much to do before the images are made available.

I'm having issues with my Digital Downloads.
If you have purchased Digital copies of the portraits (groups are not available digitally), you can download them from under your account in the Webshop. There are 2 ways to download your purchase - click the "Download Images" button which will create a zip file containing all the photos in one download, or clicking on each photo individually which will download the image as a JPG file ready to view. Do NOT download the images using the "Save Image As" menu option, you will receive a low resolution, watermarked image if you do this!. If you download all images in the zip file, it is recommended that you "unzip" (extract) the images before attempting to view them. We have noted a number of customers are using a program called winRAR which may prompt for purchase - this is a request from the application vendor for payment, not Arthur Reed Photos!, you can still extract and view / use your images.

I am unable to pay on photo day. What should I do?
You are not required to pay on photo day. Please register online, so that once your child's images have been processed and all required products for the school have been approved, you can be notified that images are ready to view and purchase. You then have until 10 days to place your order online. After this time, you can still order images of your child however any discount pricing will no longer apply and your order will be sent directly to your nominated address at additional cost.

I lost my child’s ordering details and need the code to order online.
If you have lost your order envelope please contact our customer service team 03 52434390.

Do your photographers have a ‘Working with Children’ check?
Yes, it is one of our company policies that all photographers have their “Working with Children’ accreditation.

Can I order and pay for my school photos online?
Yes! Our online ordering system has been tried and tested for many years and we ensure that our system is both PCI and GDPR compliant meaning that your details and payment information are safe and secure.

Do I have to return the order flyer to my school if I place an online order?
No, we take portrait images of all children and will have your order details in our system.

What methods of payment do you accept?
If you are placing your order via envelope we accept cash. If you are ordering online using our secure gateway we accept both Visa and Mastercard, you also have option of Zip Pay.

I am unsure how to fill out the order form, can you help me?
If you are unsure on how to fill out your order form, please contact our friendly customer service team. Alternatively, you can place your order online here.

Will I be able to view my images before purchasing my photo packages?
Yes, if you have registered using the Code supplied on your child's flyer you will be notified once the photos are ready to view and order. Please note, as you can view the images prior to purchasing, a refund cannot be issued. Orders that include digital images will not be refunded . When placing your order, please ensure it looks exactly how you want it, what you see is what you get*!

*Note, the group photo design is determined by the school and the layout of the copy you receive may vary from that displayed at time of ordering

Do you take sibling photos?
Yes, if your school has opted to have sibling photos taken on photo day.

I have more than one child at the school, can I send money for all children in one envelope?
Yes, please write the names and classes of your children whose payment is included in the envelope along with the photo package(s) you wish to order.

What should I do if my child is absent on photo day?
We offer retake days in several studio locations during each school holiday period. To book in a time call our customer service team on 03 52434390. Please note that group photos cannot be retaken.

I haven’t received my order yet, or my order is incorrect, what should I do?
Please contact our customer service team on 03 52434390 or email us at customerservice@arphotos.com.au. If you placed your order online and it has been more than 21 business days, please have your order reference number ready to assist our team. This number can be found in the confirmation email you received after placing your order. Also, please check that any "missing" images are not in any other orders you've received.

I did not receive my sibling photo. What should I do?
Sibling photos are packed in with the eldest child’s order. If they are not there, please contact our friendly customer service team for further assistance 03 52434390 or email customerservice@arphotos.com.au

Can I order additional photographs?
Yes! You can place an order at any time using our online ordering system. Once you have created your unique account with us you can log in and place orders at any time. If you have any issues, please contact our customer service team on 03 52434390.

How do I download my digital image?
Please login to the webshop here . Go to "My Account" and select the "My Pictures" option. Select the appropriate subject and year that you want the images for and download them from there. If you have not previously ordered the digital images for the selection, you will have the opportunity to purchase them from this location

Can I just purchase products from the ‘Extras’ category?
No. Extras are only available for purchase once you have selected a portrait package. Please note that extras are only available for online orders and include a variety of different products.

Can I order photos from previous years?
Yes! Please contact our customer service department on 03 52434390.