Frequently asked questions
My Username/Password doesn't work.
Please check to make sure you are entering your details accurately and there are no additional spaces either end. Also be aware that our usernames and passwords are 8 characters long and are not case sensitive.
Can I mix and match a pack from different proof cards?
Unfortunately as the laboratory works on an automated system, it is not possible to mix packages from different proof cards. What we can recommend is our digital download! You can print your photograph at any size as many times as you would like.
Why do I have to pay postage after the return date has passed?
All orders placed before the return date (Both online and through the school) are processed together and delivered back to the school in one batch. All orders after this date are processed and posted individually thus incurring a postage and packaging charge.
What is our postal address?
PO Box 112
The return by date on my proof card has passed, can I still order online.
Yes, we keep images available online for at least 12 months
When will my order arrive?
If you have selected direct to home shipping your order will normally be delivered within 3-5 working days however please allow 10 working days in case we're really busy. Gift items are dispatched separately and should arrive in a similar timeframe.
Can I order a different size?
As our system is automated we can only produce the sizes available on our webpage. If you required a specific size why not order our digital download! You can print this at any size as many times as you like.
Can I change my order?
Unfortunately we can't change online orders however depending at which stage your order is, we may be able to cancel it.
I don’t have a Paypal account, how do I pay?
You don’t need a Paypal account, Paypal acts as a merchant service and you can pay using a credit/debit card.
I haven’t received my digital download
Please check your spam/junk inbox and also the email address associated with your PayPal account.
How do I save my digital download as a JPEG
Your JPEG image/s are embedded within the ZIP format. Simply open the ZIP link to download/unpack your JPEG images. Each image contained within the ZIP package has a copyright waiver message embedded (meta data), giving permission for personal use.
Visit the IOS App Store and download iZip (Free). Once downloaded go back to your email and press the (ZIP Format) link, this will open Safari and give you the option to “Open in iZip”. Press this and click “OK” to extract your images. Once extracted you can then select your image/s and press save at the bottom right of your screen.
Visit the Play Store and download WinZip (Free). Once downloaded open the app, allow access to your photos and press “Try Free”. You can then go back to your email and press the (ZIP Format) link, this will open your web browser and give you the option to “Open in WinZip”. Once open you can then select your photograph/s and save them to your device.
Why does my online ordering page not work?
Occasionally the encryption used to protect your page becomes corrupted; this can result in the page not being displayed correctly, if this occurs please re-enter your username and password to generate a new ordering link
How do I order from multiple proof cards
I can't purchase a digital download of my group photograph
Unfortunately we are unable to offer digital downloads of group photographs.