Parent FAQs

Q: I have received multiple order forms but I can only see one photo in my gallery, how can I view the other photographs?
A: Once logged into your account and viewing your photo albums, on the right hand side of the screen or if ordering on a mobile device at the bottom of the screen, there is a green button named “Add New Photos”. Click on this button and enter the additional Photo ID and Photo Key from your other order form. 

Q: The QR code on my order form won’t work what do I do?
A: Ensure that you are scanning the smaller QR code on the ordering side of the form and not the one on the back which is intended for photographer use only. If the smaller QR code doesn’t work then simply enter the Photo ID and Photo Key that are specified on your form.

Q: Where can I locate the Photo ID and Photo Key on my order form?
A: Your Photo ID and Photo Key can be found on the right hand side of your order form.

Q: I have forgotten my password to my account, how do I find out what this is?
A: Under the “Log in” section you will see a “Forgotten Password?” link. Click the link and enter your email address that you used when you initially registered and a new password will be emailed to you. If you don't receive an email in your inbox please check in your spam folder.

Q: Can I still order my child’s photographs after the deadline date has passed?
A: Yes we can process all late orders and deliver them straight to your door. All you need to do is log into our website www.schoolphotographs.co.uk and on the orders page input the Photo ID and Photo Key detailed on your order form. There is no late order fee but you will need to pay for delivery.

Q: What size are the "Wallet", "ID" and "Mini" prints in the Cherry and Lime packs?
A: The wallet prints are 4.08" x 2.70" (103 x 68 mm), the ID prints are 2.68" x 1.73" (68 x 44 mm) and the Mini prints are Mini: 2.12" x 1.38" (54 x 35 mm).

Q: I have lost my order form, how do I order my child’s photographs?
A: You can contact us by email on info@schoolphotographs.co.uk or call 01295 250 812 and select option 1; a member of our customer care team will need yours and your child's details. For safeguarding reasons we will then pass the ordering details to your school who will forward them on to you.

Q. Do you take sibling photographs? 
A. Yes, if your school has requested to include sibling photos in their booking they will have been taken and linked to the order form of your eldest child. However, not all schools choose to add this to their booking.

Q. Can I amend my order?
A. If you need to make an amendment to your order then please contact our customer care team either via email on info@schoolphotographs.co.uk or by calling 01295 250812 and a member of the team will be happy to advise on how best to resolve the issue.

Q: How long do photographs take to arrive once ordered?
A: For orders placed using the free delivery to school option we aim to dispatch to the school within 21 days of the "order by date" stated on the order form.

For orders placed with delivery to a home address we aim to dispatch within 21 days, if you have not received your home delivery order within this 21 day period then please email us on info@schoolphotographs.co.uk or call 01295 250 812 and select option 1. A member of our customer care team will be more than happy to help.

Q: Can I buy a digital image?
A: The “Instant downloads” which show in your account instantly after purchase are not available on photo day; you can order a “pre-order download” prior to them being accessible and we will notify you when the image is in your account ready to download. We always endeavour to get the download for you as quickly as possible.
We do not offer digital copies of any group photographs for sale.

Q: I have purchased a digital image but have not received my image, how do I get it?
A: If you have purchased an “instant download” please log into your account by selecting the “Log In” tab and then enter the email address and password that were used when ordering the photograph (not by scanning your QR code). Then go to the Downloads section where you will find your image ready to download to your device. 

If you have purchased a “pre order download” we will notify you when this is available. When it is available; simply log into your account using the email and password that were used when ordering the photograph (not by scanning your QR code). Then go to the Downloads section where you will find your image ready to download to your device.

For “Social Media Download” these will be emailed directly to you, if you have not received it then please check in your spam folder.

Q: How long are my child’s photographs kept on your system?
A: We hold all portrait photographs for at least one full academic year, after this, if the photograph is available the options may be limited to digital products only. Group photographs are archived and may therefore be kept further back than this.

Q: Will I get charged for delivery?
A: If your school have chosen to offer parents free delivery to school and you order before the specified date then you will have the option of free delivery to school. If your school have chosen to only offer delivery to home or you have missed the cut off date for delivery to school then there will be a delivery charge added at check out. Delivery prices are from £2.95 to £5.95, the amount charged is calculated on the number of items and their weight.

Q: Where can I find my internet order number?
A: Your internet order number will be detailed on the confirmation email that was sent to you when you first placed your order.

Q: My photographs have arrived and they are damaged or have part of the order missing, how can I solve this problem?
A: Please either email us on info@schoolphotographs.co.uk or call 01295 250 812 and select option 1, a member of our customer care team will be more than happy to help.

Q: I am separated from my child's other parent how can I order a copy of my child’s photograph?
A: Please contact the school and they will be able to find your ordering details on their Gateway. If you need any further information please contact us either by email on info@schoolphotographs.co.uk or call 01295 250 812 and select option 1.

Q: I am ordering online but require my product to be delivered to an alternative address, is this possible?
A: Yes, this is no problem. Once you have selected your product move to the checkout screen and you will have an option to deliver to your home address or an alternative address.

Q: Is The School Photography Company GDPR compliant?
A: We are fully compliant with all aspects of GDPR and hold all data in accordance with this, please refer to our privacy policy for more details. If you have any further questions regarding GDPR, please contact dataprotection@schoolphotographs.co.uk

Q: What size is the group photograph?
A: This will depend on the group taken. However on our website it will state the size of your group, however these are the dimensions of the image only; the full size of the printed paper, which includes the names and/or the group title, is larger and will vary according to the product selected. If you need any further details of the print size please contact our customer care team either by email on info@schoolphotographs.co.uk or call 01295 250 812 and select option 1.
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