Parent FAQs
Before Ordering
I have received multiple order forms but I can only see one photo in my gallery, how can I view the other photographs?
Once you log into your account, a yellow button labelled “Add Photos” is in the top bar. Click this button, then click the “Scan QR Code” button and scan the code on your other form. Alternatively enter the additional Photo ID and Photo Key from your other order form and click the pink “Add photo” button. Select the images to add then you can view and purchase.
The QR code on my order form won’t work what do I do?
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.
Where can I locate the Photo ID and Photo Key on my order form?
Your Photo ID and Photo Key can be found in the centre of your order form.
I have lost my order form, how do I order my child’s photographs?
You can contact us by email on [email protected] 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.
Placing an order
I have forgotten my password to my account, how do I find out what this is?
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.
How long are my child’s photographs kept on your system?
We hold all portrait photographs for at least one full academic year. Group photographs are archived and may therefore be kept further back than this.
Can I still order my child’s photographs after the deadline date has passed?
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.
Can I buy a digital image?
Digital images are only available to purchase for individual portrait photographs. The more you buy the bigger the savings! Most images will be available in your account instantly after purchase, however when the photographs have just been taken they may not be quite ready for you (this will be shown with a “Pre-order” flag). We will then 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.
Can I add a digital image to my printed pack?
Yes, simply add the printed pack to your basket and you will be offered the opportunity to add on the digital images of the photographs selected in your pack.
There is a portrait photograph in my album but I don’t have the option to purchase it digitally, why?
This will be because you have already purchased the digital copy of this photograph. Check in your “Downloads” section. If it is not in there then please contact our customer care team either via email on [email protected] or by calling 01295 250 812 and a member of the team will be happy to help.
What size is the group photograph?
This will depend on the group taken. 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 [email protected] or call 01295 250 812 and select option 1.
Will I get charged for delivery?
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. Postage and packaging prices are from £2.95 to a maximum of £5.95 within the UK, the amount charged is calculated on number items and package weight.
Can I get my order sent abroad?
Unfortunately this is not a service we offer.
My partner and I are separated how can I order a copy of my child’s photograph?
Please contact the school they will be able provide you with the ordering details by accessing their Gateway. If you need any further information please contact us either by email on [email protected] or call 01295 250 812 and select option 1.
I am ordering online but require my product to be delivered to an alternative address, is this possible?
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.
Do you take sibling photographs?
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.
After Ordering
How long do photographs take to arrive once ordered?
For orders placed with 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. Orders will be dispatched to the school before the end of term and distributed by the school.
For orders placed with delivery to a home address we aim to dispatch within 21 days, if you have not received your dispatch email within this 21 day period then please email us on [email protected] or call 01295 250 812 and select option 1. A member of our customer care team will be more than happy to help.
I have purchased a digital image but have not received my image, how do I get it?
Please log into your account by selecting the “Log In” button 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 tab at the top where you will find your image ready to download to your device.
If you have purchased a digital image with the “pre-order” flag we will notify you when this is available. When it is available; simply log into your account and access the image as detailed above.
I have tried to download an image from my account and it says "Photo Unavailable". What do I need to do?
Some older images are not instantly available on our website to download due to them being archived. To access these images again please contact our customer care team either via email on [email protected] or by calling 01295 250 812 with the details of the image you are attempting to access and a member of the team will be happy to help.
Where can I find my internet order number?
Your internet order number will be detailed on the confirmation email that was sent to you when you first placed your order. Alternatively you can log into your account and go to the "Orders" tab.
Can I amend my order?
If you need to make an amendment to your order, please contact our customer care team as soon as possible after placing the order. You can reach us via email at [email protected] or by calling 01295 250 812 , and a member of the team will be happy to advise on how best to resolve the issue. Please note that orders for digital photographs cannot be amended after download and cannot be added to an order to take advantage of the multiple digital image offer.
My photographs have arrived and they are damaged or have part of the order missing, how can I solve this problem?
Please either email us on [email protected] or call 01295 250 812 and select option 1, a member of our customer care team will be more than happy to help. If the order is damaged we will require you to email a photograph of the damage to ensure that it is correctly rectified.
Is The School Photography Company GDPR compliant?
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 [email protected]
If your query has not been addressed above please email us on [email protected] .
