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.
I’ve lost/never received my proof card, what can I do?
Please contact the school to obtain the image name of your photograph from the CD we provided them. Once you have this number please contact our office and they will be able to send a link for you to view/order online.
What is our postal address?
Wrates
Brunel Drive
Newark
Notts
NG24 2EG
How long do we keep images on file?
We keep images on archived files for approximately 10 years, please contact the office to discuss what we can do to help.
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 incase 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 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 to a ZIP format. Simply open the ZIP link from your confirmation email 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.
Why is my online ordering blank or jumbled up?
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, open the new link and refresh the page.
How do I order from multiple proof cards
I have only received part of my order
Large orders, orders from different schools and orders taken by different photographers can all be dispatched separately from our laboratory. Please allow a further 3 working days for the remaining parts of your order to arrive. (Gift items and canvases are dispatched separately and may take longer).
I can't purchase a digital download of my group photograph
Unfortunately we are unable to provide digital downloads of group photographs.