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 1800 032 028 or send us an email email@example.com
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.
I lost my child’s order envelope and need the code to order online.
If you have lost your order envelope please contact our customer service team 1800 032 028.
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 POLi Pay and Zip Pay.
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. We do ask that if you have ordered a sibling photo that you record your order number on the family envelope and return it to school on photo day.
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 that a refund cannot be issued once a digital portrait has been downloaded. 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 1800 032 028. 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 1800 032 028 or email us at firstname.lastname@example.org. If you placed your order online, 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.
I did not get 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 1800 032 028 or email email@example.com
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 1800 032 028.
How do I download my digital image?
Please login to the webshop here . Click on your name in the top right of the page and choose 'My Page'. You should see a tab labelled "Digital Downloads", any items available for download will be accessible from here.
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.
I am unable to pay on photo day. What should I do?
You have until 10 days after photo day 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.
Can I order photos from previous years?
Yes! To order photos from past years go to our online ordering platform and follow the prompts to place your order. In the order comments section please let us know which years photos you are ordering. If you have any further questions you can contact us here.