Frequently Asked Questions

Where do I find my child’s access code?
This can be found on the access code slip that your child brings home from school.

 

How do I access sibling photos?
I usually photograph siblings using the access code of the youngest child.

 

I have lost my child’s access code slip. Can I still access their photos?
Yes. Please contact the school administrator, who will have a list of each child’s access code. Once you have registered your access code with your email address, you can log in to your account using your email address and password.

Please note that, for data protection reasons, I am unable to release access code details other than via the school.

 

I have multiple children at the same school. Is it possible to place a single order for multiple siblings?
Yes. You can enter up to five access codes at once, which will give you access to all available photos. This allows you to combine the order and save on shipping costs.

 

Can I purchase mixed-image packs?
Yes. If you purchase an image pack (either digital or print), this may include different poses. It may also include images of multiple children, but only from the same immediate family. The purchase of mixed-image packs including extended family, such as cousins, is not permitted.

Please also note that class/group photos cannot be included in mixed-image packs.

 

I received an email with login information - how can I order photos?
After you have placed an order or registered with the online shop, you will receive an email with login credentials. Using your email and the new password, you can use the "Customer Login" to enter your personal gallery, order photos and check the status of your orders.

 

Do you charge for delivery?
If you place your order before the batch delivery deadline, your order will be delivered to school for free.

 

I have missed the deadline for free delivery to school. Can I still place an order?
Yes. If you place an order after the batch delivery deadline, this will be shipped direct to your home and incur a postage charge.

 

Can I add to my order?
Once an order has been placed, it cannot be amended. However, you can place an additional order.

 

Can I cancel my order?
As all prints and products are custom in nature, it is not possible to cancel an order once it has been placed.

 

Will the watermark be removed from the images I purchase?
Yes. This is added for copyright purposes, and will be removed once an image is purchased.

 

When will I receive my order?
The delivery time depends on the products you order, and the payment and delivery methods you select.

If you purchase a digital image, this will be available for download shortly after payment is confirmed.

If you choose free delivery to school, your order will be batched and returned to school as a single delivery up to 21 days after the ordering deadline. Please note that your order will not be submitted to the lab until after this deadline.

If you select direct shipping, your order will be delivered to your nominated address within 10 working days.

 

Where can I check the status of my order?

The simplest way is to click the link within your order confirmation email.

 

Why are class/group photos not available as digital downloads?

Class and group photos are only available in 10x8" printed format. This is for reasons of data protection, and because the image will only print correctly at this aspect ratio.

 

I would like to receive my order as soon as possible. Is there a way to arrange this?

If you would like to receive your images before the batch is delivered to school, you have two options:

1)    Pay for delivery direct to your home address, or

2)    Purchase digital downloads, and organise your own prints and products

 

I have purchased a digital download. Do you provide a print release?

Yes. This will be available to download from your order overview, alongside your digital image(s).

 

Can I copy the prints that I have purchased?

No – this would amount to copyright infringement. If you would like to create reprints yourself, please purchase your image as a digital download.

 

There is a problem with my order. What can I do?

In the unlikely event that you receive the wrong order, or your photographs are damaged or defective, please contact me within 7 days to discuss your options. 

For online orders, please scroll to the bottom of your confirmation/receipt email, click the ‘report feedback/complaint’ link and follow the prompts. For all other orders, please email me at sarah@sarahgibsonphotography.com and include details of your child’s school/nursery, class, access code, image numbers and package purchased. Where possible, please also attach an image of the fault or damage.