FAQs for Parents

What method of payment do you accept?


For online ordering: We accept debit cards, VISA, MasterCard and Paypal payments. Please note that a surcharge of 1.5% and an admin fee will occur. We also do not accept AMEX cards. For ordering through envelope: We accept both cash and card payments. Similar to online ordering, we only accept VISA and Mastercard. A surcharge of 1.4% will occur. Declined or invalid credit cards will incur an additional $20 admin fee. As for cash payments, please provide exact change for we do not return the difference. Please note that we do not accept cheques.




I can't find my child's envelope, what should I do?


If you have misplaced or lost the envelope, simply ask the school for a spare envelope. Please note that spare envelopes do not have an access key.




When is my child's photo day?


The photo day(s) is printed on your child's envelope. If you do not have your child's envelope, check with your child's school.




What is an access key and where can I find it?


An access key is needed to order your child's photo online. This is unique for each child. It is located at the top right of your child's envelope. If you have a spare envelope, an access key will not be provided. The purpose of an access key is for security and safety purposes.




I haven't ordered my school photo before photo day. Can I still get photos?


Yes. Orders can be placed via our online ordering system. As a guideline, any orders placed more than 7 days after photo day will incur a reorder price. For further inquires, contact wecare@fotoworks.com.au or call us on 08 9244 8211. Schools with multiple photo days will mean that a return of the envelope with the payment sealed to either the office or one of our photographers on the day would suffice.




Do I need to return the envelope to the school?


Yes. Your child having their completed envelope with them will greatly aid our photographers on photo day, ensuring your child has an awesome photo experience.




How do I order sibling photos?


You will need to collect a sibling envelope from the school's front office and we will take care of the rest!




I have 3 or more children at the same school. Do I get a family discount?


Yes, you do. To be eligible for a family discount, a minimum spend of $45 per child will provide you with a 50% discount off the third and any subsequent child prices. This payment will have to be done through the envelope and not online.




I have ordered photos for 3 or more children at the same school. Do I get a discount on my sibling photos?


No, unfortunately we do not offer discounts for sibling photos.




I purchased a digital download. How do I download it?


The photo will be sent to the email address as provided when the order was placed online.




How much do your photos cost?


The back of your child's envelope will provide different combinations of products and prices on offer.




What should I do if my child was absent on photo day?


Some schools have multiple photo days. If your child has missed out on their photo day, they can have their photo taken on any of the other photo days provided. If the school does not have another photo day, we offer retakes at our office in Osborne Park during both the term and school holidays (excluding the year end break). Click here for a booking form. Please note that group photos cannot be re-taken therefore your child's name will appear in the absent line.




Will my child miss out on having their photo taken if I don't pay by photo day?


No, your child will still have their photo taken. We take individual portraits and class group photos whether or not an order has been placed.




I can't pay on photo day, what should I do?


You can order your child's photos online. As a guideline, any orders placed more than 7 days after photo day will incur a reorder price. For further inquires, contact wecare@fotoworks.com.au or call us on 08 9244 8211.




I want to order Add-on Products only.


Add-on products are only available to purchase as additional items with purchase of a pack as shown on the back of your child's envelope.




How long does it take for my photos to be delievered?


As a guideline, there will be 28 days turnaround after photo day is done. Photos will be delivered to your child's school.




I want to give feedback on the service and product. Where should I go?


Contact us on wecare@fotoworks.com.au or call us on 08 9244 8211.




I am ordering online and it has requested an email but I don't have one. What should I do?


The email address that is being requested is your own email address where invoices and digitial downloads (if ordered) will be sent to. If you do not have an email address of your own, you can provide a friend's or we recommend setting up a free Gmail or other free email account. If none of these are options, please contact us on wecare@fotoworks.com.au or call us on 08 9244 8211 or head over to our contact form.




Do you give refunds?


Yes, head over to our Returns & Refunds page for further information. Please note that digital downloads are non-refundable.




I did not receive my order or my order was incorrect. What should I do?


Contact us at wecare@fotoworks.com.au or call 08 9244 8211. One of our friendly staff members will assist you.





 
 

FAQs for Schools

I am a new school and I am interested in your school photography service. What should I do?


Contact us on icare@fotoworks.com.au or call us on 08 9244 8211 or fill out this form and we will get back to you as soon as we can.




I am an existing school and I would like to change my dates. What should I do?


Contact schoolcare@fotoworks.com.au or call us on 08 9244 8211.




What kind of services do you provide other than school photography?


Head over to our 'What we Do' page for further information on our other amazing services.




I am interested in your other amazing services. What should I do?


Contact us at icare@fotoworks.com.au or call us on 08 9244 8211 or fill out this form and we will get back to you as soon as we can.




Do you offer commission?


Contact icare@fotoworks.com.au or call us on 08 9244 8211. This is negotiable during the booking process.




What packages do your offer?


Click here for further information.




What information should we include about photo day in our school newsletter?


We recommend to include key information such as the date(s) or photo day(s), reminders about school uniform guidelines, hair and information on how to order.




I have run out of sibling envelopes. What should I do?


Spare sibling envelopes would have been provided when all individual envelopes were handed over to you. Each non-spare sibling envelope has a unique access key just like individual envelopes, please do not photocopy them if you have run out of sibling envelopes. Contact schoolcare@fotoworks.com.au or call us on 08 9244 8211 for help.




Are we able to obtain a record of all school photos for school use?


Yes, however, there is an ordering process. Contact us on wecare@fotoworks.com.au or call us on 08 9244 8211 for further information.




How long will it take for our envelopes to be delivered to our school?


As a guideline, once we receive the students' data from a metropolitan school, we will be able to send out the envelopes within the week. We suggest for regional schools to send us the students' data earlier for it would take us around 2 weeks for envelopes to get to your school.




How long would it take for our photos to be delivered to our school?


As a guideline, it will take 2 weeks after proofing has been done by your school.




I want to give feedback on the service. Where should I go?


A feedback form would have been provided to the photo coordinator on photo day to be completed. For further feedback, please contact us on schoolcare@fotoworks.com.au or call us on 08 9244 8211.