Question 1

My Username/Password doesn't work.

Accepted Answer

Please check to make sure you are entering your details accurately and there are no additional spaces either end. Also be aware that our usernames and passwords are 8 characters long and are not case sensitive.

Question 2

Why is my online ordering blank or jumbled up?

Accepted Answer

Occasionally the encryption used to protect your page becomes corrupted; this can result in the page not being displayed correctly. If this occurs please re-enter your username and password to generate a new ordering link, open the new link and refresh the page.

Question 3

When will my order arrive?

Accepted Answer

If you have selected direct to home shipping your order will normally be delivered within 3-5 working days however please allow 10 working days incase we're really busy. Gift items are dispatched separately and should arrive in a similar timeframe.   If you have ordered to collect from school your order will arrive with the main school batch, within 5-20 working days after the closing date on your card.

Question 4

How do I order from multiple proof cards

Accepted Answer

Ordering from multiple proof cards is no problem. Our shopping cart works automatically by adding your packs together. Simply submit details from your first proof card, open the link from our email and add the required packs to your shopping cart. Then, any other packs from other proof cards will automatically be added to your existing shopping cart. Once happy you can then proceed to checkout. If you are still unsure please watch our video

Question 5

Can I mix and match a pack from different proof cards?

Accepted Answer

Unfortunately as the laboratory works on an automated system, it is not possible to mix packages from different proof cards. What we can recommend is our digital download! You can print your photograph at any size as many times as you would like.

Question 6

Why do I have to pay postage after the return date has passed?

Accepted Answer

All orders placed before the return date (Both online and through the school) are processed together and delivered back to the school in one batch. All orders after this date are processed and posted individually thus incurring a postage and packaging charge.

Question 7

I’ve lost/never received my proof card, what can I do?"

Accepted Answer

Please contact the school to obtain the image name of your photograph from the CD we provided them. Once you have this number please contact our office and they will be able to send a link for you to view/order online.

Question 8

What is our postal address?

Accepted Answer

Wrates
Brunel Drive
Newark
Notts
NG24 2EG

Question 9

How long do we keep images on file?

Accepted Answer

We keep images on archived files for approximately 10 years, please contact the office to discuss what we can do to help.

Question 10

The return by date on my proof card has passed, can I still order online."

Accepted Answer

Yes, we keep images available online for at least 12 months

Question 11

Can I order a different size?

Accepted Answer

As our system is automated we can only produce the sizes available on our webpage. If you required a specific size why not order our digital download! You can print this at any size as many times as you like.

Question 12

Can I change my order?

Accepted Answer

Unfortunately we can't change online orders however depending at which stage your order is, we may be able to cancel it.

Question 13

I don’t have a Paypal account, how do I pay?"

Accepted Answer

You don’t need a Paypal account, Paypal acts as a merchant service and you can pay using a credit/debit card.

Question 14

I haven’t received my digital download

Accepted Answer

Please check your spam inbox and also the email address associated with your PayPal account.

Question 15

How do I save my digital download as a JPEG

Accepted Answer

Your JPEG image/s are embedded to a ZIP format. Simply open the ZIP link from your confirmation email to download/unpack your JPEG images. Each image contained within the ZIP package has a copyright waiver message embedded (meta data), giving permission for personal use.

Question 16

I can't purchase a digital download of my group photograph

Accepted Answer

Unfortunately we are unable to provide digital downloads of group photographs.

Question 17

I have only received part of my order

Accepted Answer

Large orders, orders from different schools and orders taken by different photographers can all be dispatched separately from our laboratory. Please allow a further 3 working days for the remaining parts of your order to arrive. (Gift items and canvases are dispatched separately and may take longer).

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