Frequently Asked Questions - Parents

Q: I have a LATE ORDER
A: If you are yet to do so, please Scan the QR code on your PhotoTicket or alternatively go to input your Photo ID and Password details and create your account. You can now order any photographs you have a PhotoTicket for. All sibling photographs will appear when you scan one of your QR codes. (Usually the eldest child). Whilst there is no surcharge on the cost of packs, individual photographs, frames and photo-gifts for placing a late order, unfortunately we will not be able to deliver your order to school. A postage & packaging charge of £4.25 for 'home/alternate address delivery' will therefore be payable.

Q: Can I have my late order posted to my home address?
A: Yes. All late orders are delivered to home addresses or an alternative selected address.

Q: What payment types do you accept?
A: We accept all the main forms of payment, Visa, Mastercard, Maestro Dom, Solo.

Q: I have received my order and would like to order extra copies of my child's photograph
A: Go to there you can rescan your PhotoTicket QR code or you can log into your account to order extra copies, prints or gifts at any time.

Q: How long will the photographs take to be delivered?
A: Please allow 28 days for delivery. We often ship much faster than this. If you select “Home Delivery”, orders are often printed and dispatched within 7-10 Days. All “School Delivery” orders will be dispatched by the end of term, or no later than 21 days after the School Photo Day, whichever is sooner. Please note sometimes the schools request further time for parents to order which will delay the delivery to the school date.

Q: I have a problem with my ordered prints, what should I do?
A: Please return your prints, the PhotoTicket and a covering letter to: PO BOX 5693 CHELMSFORD CM3 8JE. We will reprint them and return your corrected order to you within 14 days. Please ensure you supply us with your address and daytime contact number.

Q: I have lost or require an additional PhotoTicket
A: Please speak to the school who have access to print a new PhotoTicket for you.

Q: I am missing part of my order?
A: Please contact the school first. In most cases, the school will still have more photographs to hand out. If you are still missing part of your order number, email us with your child's Name, School, Class and which Pack/Size you are missing to [email protected]

Q: Can I order two different images (proofs) within the same pack?
A: Yes, for Individual and Sibling Photos only. Please look at the Multi Pack options.

Q: I wish to order other sizes than offered on your literature?
A: This is not a problem. We pride ourselves in offering complete flexibility. Please contact us [email protected] with your requirement and we will provide you with the most cost effective way to order.

Q: Can I order more than one digital image on CD?
A: Yes, for Individual and Sibling photos only. Select the Image Download option and follow the usual payment steps. The image is in placed in your online account for you to download.