Frequently asked questions
My Username/Password doesn't work.
Please check to make sure you are entering your details accurately and there are no additional spaces either end.
How do I group my order together to avoid paying postage for each order?
Ordering from multiple proof cards is no problem. Our ordering system works automatically by adding your packs together. Simply submit your details from your first proof card online, open the online ordering link from your email and add the required packs to your shopping cart. Then use the same email address with remaining proof cards and your packs will be added to the original shopping cart automatically. Once happy you can then proceed to checkout.
I’ve got 2 multi pose proof cards; can I mix packages with 1 photograph from each card?
Unfortunately as the laboratory works on an automated system, it is not possible to mix photographs from different proof cards.
Can I mix and match a pack from different proof cards?
Unfortunately as the laboratory work on an automated system, it is not possible to mix packages from different proof cards.
How long are images available to order online?
We keep images available online for 12 months. If you are looking to order older photographs, please contact the photographer to discuss what we they can do to help.
When will my order arrive?
If you have ordered for delivery direct to home your order should be dispatched within 3-5 working days however gift items may take a little longer (Please allow a further 14 days for delivery). If you have ordered to collect from school your order will arrive with the main school batch, usually 7-21 days after the closing date on the card.
Can I order a different size?
As our system is automated we can only produce the sizes on the website from Internet orders.
How do I change my order?
Your order is printed automatically when it is received so it is not possible to change it.
I don’t have a PayPal account, how do I pay?
You don’t need a PayPal account, PayPal act as a merchant service and you can pay using a credit/debit card. If PayPal is not allowing you to checkout as a guest and use your card then please try using a different device or computer.
I haven't received my digital download
Please check your spam inbox and also the email address associated with your PayPal account.
How do I save my digital download as a JPEG?
Visit the IOS App Store and download iZip (Free). Once downloaded go back to your email and press the (ZIP Format) link, this will open Safari and give you the option to “Open in iZip”. Press this and click “OK” to extract your images. Once extracted you can then select your image/s and press save at the bottom right of your screen.
Visit the Play Store and download WinZip (Free). Once downloaded open the app, allow access to your photos and press “Try Free”. You can then go back to your email and press the (ZIP Format) link, this will open your web browser and give you the option to “Open in WinZip”. Once open you can then select your photograph/s and save them to your device.
Why does my order page not work?
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
I haven't received my order
We're sorry to hear you haven't received your order. Please send an email to firstname.lastname@example.org with your order reference number and we'll get back to you as soon as possible.
You can find your order reference number on the confirmation email we sent you after ordering. It looks something like RC12345678. You may be able to find something similar on your PayPal receipt, this is also your order reference number.
My online ordering link is expired
Please resubmit your username and password into our system and open a new link.