Frequently Asked Questions
1. Can I place one order for multiple siblings? Yes! You can easily combine photos from several children in a single order. On the login screen, click “Did you get another access code?” and enter up to five access codes at once. This gives you access to all available photos so you can order everything together and save on shipping costs.
2. I received an access card with a code – how do I order my photos? Simply go to the Login page, enter the access code from your card, and click “Open Album”. You will then be able to view and order all the photos taken of your child.
3. I received an email with login information – how do I access my photos? Once you have registered or placed an order, you will receive an email with your login details. Use your email address and the password provided to log in via Customer Login. This will take you to your personal photo gallery where you can browse, order prints, and track your orders.
4. How can I check the status of my order? The quickest way is to click the tracking link in your order confirmation email. You can also log into your account with your email and password. Once logged in, go to “My Account” to view all your order details and current status.
5. How long will delivery take? Delivery times vary depending on the type of order:
Class / School delivery orders: Approximately 14 days from the order deadline.
Digital downloads: Approximately 21 days from the order deadline.
Prints & products posted to parents’ home addresses: Approximately 28 days from the order deadline.
Please note that payment must be fully confirmed before processing can begin. All physical orders are posted directly to parents’ addresses.
6. Will the watermark/logo be removed from the images? Yes, absolutely. The watermark is only visible on the preview images online to prevent unauthorised use. All purchased prints and products will be delivered with the watermark completely removed.
7. Do you edit or retouch the photos? Yes — we take great pride in the quality of our images. Every photo is shot in professional RAW format and then carefully retouched by hand. We invest significant time and effort into editing each image, adjusting exposure, colour balance, contrast, and skin tones, while gently removing minor distractions. This professional retouching process ensures your photos look natural, beautiful, and gallery-worthy.
8. What is the quality of the prints, posters, and other products? We are committed to delivering the highest possible quality. We use only premium professional-grade printing materials and processes. Because of the careful retouching and high-resolution files, the final prints and products look outstanding. If you are not completely satisfied with the quality of any item you receive, please contact us right away — we are fully committed to your satisfaction.
9. Can I crop or edit the images before ordering? Yes. When you add a photo to your cart, you will see a cropping tool. You can zoom in and select your favourite part of the image. Please note the star rating system next to each photo — it shows whether the image has enough resolution for the size you have chosen.
10. I don’t order online very often – can you guide me through the process? Of course! It’s very simple:
Browse your album and click on any photo you like.
Choose the product (print, poster, canvas, etc.) and the quantity you want.
Click “Add to Cart”.
When you’re finished, click the Cart icon (top right) and follow the simple checkout steps. We also offer live chat support if you need any help along the way.
