All your questions answered

Please feel free to contact us directly if you would like to know more.
In the meantime, here’s a list of our most frequently asked questions.

FAQs for Parents and Schools

I lost my code; how do I
order my child’s photo?

Contact us with your child’s name and school and we will provide you with the access code.

How do I order sibling photos?

Sibling photos are preordered and paid for online before the cut off date for your school. If you have missed the cut off, you can still place your order by putting money in an envelope, listing the children’s name and classes then handing it to the photographer on photo day.

Does your team have a working with children check?

Yes, all our staff have current working with children certificates.

My access code won’t work what do I do?

Ordering individual images: Please check the activation dates on the personalised slip provided by the school.

Ordering a Sibling photo: Please check the date that by which sibling photos must be placed. If you have missed the cut off, you can still place your order by putting money in an envelope, listing the children’s name and classes then handing it to the photographer on photo day.

I have selected the wrong background when I placed my order, can it be changed?

For your digital download, we can change it over. Contact us (if possible, include a screenshot of the background you would like) and we can change it over. This can only be done before the order is printed so please contact us as soon as possible.

What methods of payment are accepted by Creative School Portraits?

Our preferred method is online. We accept credit/debit Visa and Mastercard online using the Stripe secure payment system. We can accept cash only with a paper order form that is handed to the photographer on photo day. If you are having issues processing your order online, we can process payments over the phone.

Where is my digital download?

Once you place your order you should receive 2 emails from us. The first is an order confirmation email and the second is a link to your image download. This second email can sometimes go to a spam folder, if you still didn’t receive it contact us and we can resend it.

I only received one image to download, is this right?

Yes, the downloads are only of the individual portrait image. The group image is a printed photo only.

Do you have a paper order form?

If you prefer not to order online, that’s ok. We supply the school with a package price list/order form so parents can put money in an envelope and give the order to the photographers on photo day.

Can I pay in cash?

Cash payments are accepted only before photo day, please speak to your school office to request a paper order form. These orders must be given to the photographers on photo day. If you place your order this way you will not be able to select your background, a plain soft blue is usually used.

How long before my photos arrive?

Once you have selected and paid for your photography package, your photos will be delivered to you via the school (if ordered within the set timeframe) or we will post them to you within 14 days (if your order is late).

If your package includes a high-resolution digital download this is emailed to you straight away. You can share it with family and friends while you wait for the full printed package to arrive.

Can I order late or extra photographs?

No problem, late ordering is always available. We have the current and the previous year’s images online. For other years, just send us an email to arrange.

I haven’t received my order, what do I do?

Contact us and we will look into it for you.

We have a split family. How do I ensure the photo’s go to the right home?

All orders that are returned to the school have the customer’s name printed on the folder. This helps schools to make sure the photos go home to the right place. Alternatively, you can choose to have the photos posted directly to you for a small fee.