Payment - All products must be paid for in full before orders are processed. Payments can be made using all major debit/credit cards. Prices are subject to change without notice. Digital photos ordered via email, payment via bank transfer.  Please note in some cases a percentage of all my orders goes back to your child’s nursery, for resources etc. 

Photoshop enquiries - All enquiries must be made prior to ordering. I will do my best to remove stains or wet patches, but this may not always be possible. Please see FAQs

Photo Composition - The compositions you see in your gallery are the exact compositions you will receive, regarding the style of image e.g. full length, portrait, landscape etc, unless you choose to crop the image yourself or you order products/prints with a different size ratio, e.g. Magnets, Keyrings, Mug, Mouse Mat, some glass frames, Wallet Prints, some prints and other gifts, where some of the image may be cropped.  For example prints/products with a different ratio to what has been photographed are, 5"x3.5", 7"x5, 8"x6", 10"x8",16x12".  You need to check this before placing your order.  By placing your order you are confirming you are happy with the crop.  This can be seen in the checkout, highlighted with a red box, where you can then edit, if required. Please check the crop if ordering a mug. 

Mounts - Please note if you are ordering mounts with your photos, it is likely our partner lab will package the first photo only, the rest will require self-assembly (putting in the mounts).  Note: If you have purchased a mount it will cover approx ¼”of the image on all sides.

Delivery
Batch delivery orders to the establishment (Nursery or School) placed by the deadline are estimated to be sent to the nursery up to 15 workings days after the batch deadline. (In most cases this is sooner). Free delivery applies to batch delivery to the establishment/nursery only.
Home delivery The estimated dispatch is between 5-10 working days, postage costs apply. (In most cases this is sooner).  It may then take a further 3-5 working days for delivery, the photos are sent via Royal Mail. 
Please note there may be delays due to bank holidays or during busy periods at Christmas.  Please note Jo Neville Photography is not responsible for delays within Royal Mail.  Jo Neville Photography and the processing lab will dispatch your orders within the guidelines that Royal Mail set out for Christmas cut off dates.  For Home Delivery orders only - If your photos have not arrived after 15 working days please get in touch as I will need to consult with the lab to investigate and potentially request a reprint. 

Cancellations - As all orders are immediately sent to our partner lab for processing and printing, all orders are final and cannot be cancelled.  Orders for digital download products cannot be cancelled/refunded once payment has been made or the download has been sent. *Admin fee may apply.

Returns - Each order placed is custom printed for the client. Therefore it is not possible to return an order or claim a refund, this includes if you have made an error in ordering. Orders for digital download products cannot be refunded or swapped once the download has been sent/payment has been made.
If you receive a damaged or incorrectly printed image, please notify Jo Neville Photography as soon as possible so that your item(s) may be replaced. You may be asked to provide a copy of your invoice and a photograph of the damaged print(s). This also applies to missing mounts.  If you have not received your order after 15 working days, Jo Neville Photography will consult with the lab and make a request for it to be reprinted and resent, the order cannot be refunded.  We are not responsible for delays caused by Royal Mail. We apologise for any inconvenience that this may cause.  

Digital Photos - You will not receive digital copies of the prints you purchase.  Please note digital photos are sold separately, via email & transfer link.  For enquires please email me with your access code (if you have it), the number of images you want pricing for, nursery/school name and child's name.   Discounts available for bulk orders. Prices start from £13. 

Complaints - Complaints must be made directly to Jo Neville Photography within 3 working days of receipt of goods. All complaints should be sent via email to jo@joneville.com.

Personal information - Jo Neville Photography does not retain any information regarding your credit or debit card number, expiration date, or security code. You may be included in future communications from Jo Neville Photography. You can opt out from these communications at any point.

Copyright - Jo Neville Photography retains the copyright on all photographs – images may not be copied, published or reproduced without our written permission. 

Please note Jo Neville Photography will aim to respond to any enquiries within 24hrs-48hrs excluding weekends and bank holidays.

CHRISTMAS CUT OFF DATES FOR PRINT ORDERS 
(Please note this does not apply to batch orders being delivered to the nursery)

Orders placed by midnight on Tuesday 3rd December - Will be dispatched in time for Christmas
Orders placed after midnight on Tuesday 3rd December to 12pm on Wednesday 11th December - Will be processed but cannot be guaranteed in time for Christmas, but likely/possible.
Orders placed after 12pm on Wednesday 11th December - are likely to arrive after Christmas/New Year 

CHRISTMAS CUT OFF DATE FOR DIGITAL ORDERS

Digital Orders placed by 5pm on Thursday 19th December - Will be sent no later than 23rd December
Digital Orders placed after this time - Will likely be processed after 13th January 2025 (Please still get in touch incase I am able to process your order)

Please take note of our terms