Frequently Asked Questions - Delivery 

How long will the delivery take?

We aim to dispatch all orders as quickly as possible. Please note, if free back to school delivery is applicable then we aim to print, pack and deliver all of the back to school orders together within two weeks of the deadline date ending, not within two weeks of you placing your order. Therefore, you may have a wait if you’ve ordered early in the deadline window but we thank you for your patience as delivering everything to the school at once is a much more environmentally friendly option along with far less disruption to the school staff during the handout process.

The original deadline date may at times be extended if for example the proof cards were handed out late or if there’s a second session for absentees and all the photos are combined into the later deadline date.

In the event of delays beyond our control e.g. postal service slowdowns/issues or a school holiday, we advise that orders can take up to:

Orders with free back to school delivery: 5-15 working days from the deadline date ending (please note this timeframe can be increased if there are envelope orders to collect from the school first). 

Orders for home delivery: 3-11 working days from when you placed your order (please note during our busiest periods there can be delays but we always endeavour to get orders posted out as quickly as possible).

Digital download via website order: Instantly for 2021 images and beyond. Within 72 hours for 2020 and before images as these have to be sent manually (during opening hours).

For orders made with direct home delivery, we have to allow up to 28 working days before we are able to start tracing lost orders. This timeframe comes directly from Royal Mail and unfortunately we cannot do anything for you until this time has expired. Please contact us if you do not receive your item(s) after this period so we can help to retrieve your goods. 

Do you offer free delivery back to the school for online orders?

Yes we are able to offer this service for the majority of school orders placed by the deadline date. Unfortunately not all schools are willing or able to accept orders back to the school due to volume and time constraints. Those orders will have to be made with direct home/work delivery.

Free delivery is available but I'm still being charged for postage, why is this?

Once a deadine date expires, home delivery charges are automatically applied. If you are combining a new image with an active deadline date for free delivery along with an older image, the postage charge will still get applied. In these cases, please contact us directly to discuss as we can manually remove your postage charge and send everyting back to the school for free delivery (as long as you've ordered within an active deadline date).

My order has arrived but it is incorrect, who do I contact?

Please contact Customer Services on 023 80773834 ext 2.

What do I do if my order is faulty or arrives damaged?

If you think you have received a faulty product or a product has arrived damaged we must be contacted within 14 days of receipt. We will require clear photos/evidence of any faults or damages to help with our investigation. If an item is found to be faulty or damaged we will either replace it or offer a return/refund. If we are contacted outside of 14 days of receipt the item cannot be returned or refunded. Orders made in error cannot be returned or refunded unless we are notified in writing before the order is processed.

Please contact Customer Services on 023 80773834 ext 2 for further assistance.