FAQs for Parents
What method of payment do you accept?
For online ordering:
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.
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.
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 firstname.lastname@example.org or call us on 08 9244 8211.
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.
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 email@example.com 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 firstname.lastname@example.org 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 email@example.com 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.
I did not receive my order or my order was incorrect. What should I do?
Contact us at firstname.lastname@example.org 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?
I am an existing school and I would like to change my dates. What should I do?
Contact email@example.com 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?
Do you offer commission?
Contact firstname.lastname@example.org 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.
Are we able to obtain a record of all school photos for school use?
Yes, however, there is an ordering process. Contact us on email@example.com 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.
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 firstname.lastname@example.org or call us on 08 9244 8211.