Frequently Asked Questions
Where do I find the Access Code?
The Access Code is located beneath the image on the photo proof or on the pre-registration card handed to the child on the day of the shoot (Secondary Schools Only).
I have lost my proof order form.
Call our Parent Helpline on 02920 448210 and we can help you.
Please note that for safeguarding reasons all proof requests or access codes must be sent directly to the school before being forwarded to you.
Can I mix a pack over multiple images?
You are able to mix poses in the online exclusive A+ Pack. Please be aware that images can only be mixed from the same school shoot and does not include class or group photographs.
My discount isn't showing in the basket
Discounts are only available for orders of £40 or more that are placed before the 7 day deadline. Please note discounts only apply to orders placed for the same school.
When will I receive my order?
Orders to school - Orders to school are sent out in a batch to your school with the orders placed via proof card. Delivery will take slightly longer than home delivery orders. Subject to stock and availability, orders placed in Autumn term with free delivery to School will arrive before the end of term in December.
Orders to Home - We aim to despatch all orders within 7 to 10 working days, so with mainland UK postal delivery your order should arrive within 14 days. Please note delivery can take slightly longer in the run up to Christmas.
If your parcel contains larger items, you may wish to consider sending your parcel to an address where someone will be able to receive it on your behalf.
If for any reason we are out of stock of any item that you order we will retain the order until fulfillment or supply an equivelent product, unless you specifically ask for a refund.
Do you charge delivery?
Free delivery to school is offered for 7 days after the proof card has been handed out. If you order to home we charge a flat rate post and packing fee of £4 for all orders to mainland UK postal addresses – no matter how much you choose! (Delivery charge added at checkout).
For items despatched outside of mainland UK, please enquire about postal charges.
I have missed the school order; if I order now can you return it with the school order?
Due to the volume of school orders being received, we are unable to match your order with the school once you have missed the batch deadline.
Can the image be edited?
We will not alter or airbrush the physical appearance of your child. Please send any editing requests to firstname.lastname@example.org and provide the photo ID of the image that needs editing, what you want done to the image and any contact details so we can let you know if it is possible. Please also be aware that it may not be possible to edit images during the busy Christmas and summer period.
I have found an old photo proof, can I still order it?
You can still order the photo for up to three school terms after it has been taken. Unfortunately any images older than a year are no longer available to order. If you are unsure of the age of the photo please email us or phone our parent helpline.
I want to order more than one photo. Is there a discount?
Any valid discounts should be on your proof order form and are valid for up to 7 days after the proofs have been sent to the school.
I can’t find my digital download.
After you have ordered your digital download we will email you a link to download the file.
How will I know when/if my order has been sent?
You will receive an email notification as soon as we have posted your order.
I have received an email from you saying my order has been despatched but it has not been delivered.
Orders are sent via Royal Mail. Please allow 10 working days for delivery before contacting us regarding a missing order.
My order has arrived damaged.
Please call us on our parent helpline or email us. You will need the order reference number from your order confirmation email. Please do this within three days of receipt.
I have accidently duplicated my order.
Please call or email us immediately. If we can stop the duplicate order before it has been processed we can refund you.
Can I add to my order?
You can place an additional order but you cannot amend an order after placing it.
Can I cancel my order?
Unfortunately, as all items are printed specifically for you it is not possible to change or cancel an order after it has been placed.