Frequently Asked Questions
Viewing Your Photos
How do I view my child’s photos?
Enter your unique access code on our website to view your child’s gallery and place your order securely online.
I received an access card with an access code – how can I order my photos?
If you have received an access card with your personal access code, simply go to the “Login” page, enter your code and click “Open Album” to view and order your photos.
I received an email with login information – how can I order photos?
After placing an order or registering with the online shop, you will receive an email with login credentials. Using your email address and password, you can log in via “Customer Login” to access your gallery, place orders and check the status of your orders.
I’ve lost my access code – what should I do?
Please contact us or your school and we’ll be happy to help you retrieve your access code so you can access your child’s photos.
Why can’t I see my other child in the gallery?
Each child is photographed and uploaded to their own secure gallery, which is accessed using their unique access code. If you have more than one child at the school, each will receive their own code. Simply enter each code to view their galleries, and you can add images from multiple galleries into the same order.
Ordering for Families
Is it possible to place a single order for multiple siblings?
Yes! Click on “Did you get another access code?” under the main “Login” menu. You can enter up to five access codes at the same time, allowing you to view all available photos together. You can then combine your selections into one order and save on shipping costs.
Can I mix and match images from different access codes in the same pack?
Yes! We’re committed to offering great value for families, so you can combine photos of different siblings and include them together in the same pack.
Can I order photos of more than one child at the same time?
Yes! Once you have added images from one access code to your basket, you can simply add another access code and continue adding photos.
Can grandparents or other family members order photos?
Yes! You are welcome to share your child’s access code with family members so they can view the gallery and place their own order if they wish.
Choosing Photos & Products
What products are available?
We offer a range of print packs, digital images and combination products. Our most popular option allows parents to receive both prints and the matching digital image.
Can I order digital images?
Yes! Digital downloads are available for individual and sibling photographs.
For safeguarding and presentation reasons, class group, whole school and team photographs are supplied as printed products only and are not available as digital downloads. These images are designed to be enjoyed as a keepsake print.
Why are there multiple photos in my child’s gallery?
We take several photographs to ensure there are good options available. You can simply choose your favourite image when placing your order.
Can I crop the images?
Yes! You will find the cropping option within the basket. When you crop an image, the selected area will be enlarged for printing. Look for the star indicators which show whether the photo’s resolution is suitable for the selected print size.
Placing an Order
I rarely order online – how can I order my photos here?
Select the photo you would like from your gallery and click “Order Photo.” Then choose the product you would like, enter the quantity and click “Add to Basket.” Once you have added all the items you want, click “Basket” at the top right of the screen and follow the checkout instructions.
Can I order more photos later?
Yes! As long as the gallery is still active you can log in again using your access code and place additional orders.
Delivery & Order Tracking
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 using your email address and password. Once logged in, your order details can be found under “My Account.”
How long will delivery take?
Delivery time depends on the payment method, the products ordered and the delivery option selected. Payment must be confirmed before your order can be processed. Orders that include free delivery to school are processed in bulk 5–10 business days after the order deadline. Delivery time may also vary depending on the type of products ordered.
Quality & Support
Will the logo (watermark) be removed from the image?
Yes! The watermark is only used to protect images while they are displayed online and will not appear on any printed products or digital downloads you purchase.
What is the quality of the prints and photo products?
We are committed to offering only the highest quality photo products. If you are not satisfied with the quality of your order, please contact us and we will be happy to assist.
Can I change or cancel my order after placing it?
Orders are processed quickly once placed. If you need to make a change, please contact us as soon as possible and we will do our best to assist.
What if there is a problem with my order?
If you experience any issues with your order, please contact us and we will be happy to help resolve the matter.
My child was absent on photo day – what happens now?
Most schools schedule a catch-up or retake day. Please check with your school office for details.
