Frequently Asked Questions

1. How do I access my child's photos?

If you have received an access card with a personal access code, go to the Login page, enter your access code and select Open Album.

Your access code gives you access to your child's private gallery.

2. Can I order photos for more than one child?

Yes. If you have more than one child photographed, you can add multiple galleries to the same account.

Select “Did you get another access code?” under the main Login menu and enter the additional access code(s). You can add up to five access codes, allowing you to view and order photos for several children in one order.

3. How do I place an order?

Choose the photo/s you would like to order and select Order Photo. You can then choose the product, size and quantity and add it to your basket.

Once you have finished choosing your photos, go to your basket and follow the checkout instructions.

4. Is there a minimum order?

No. There is no minimum spend and prices start from £9.50.

Discounts are also available on qualifying orders placed before the gallery deadline. Please see the information in your gallery for the current offers and deadline.

5. Can I still order after the deadline?

Yes. The order deadline is primarily for free delivery to the nursery/school.

You can still place an order after the deadline while your gallery remains open, but home postage will apply.

Please also note that galleries have an archive date, so we recommend placing your order before the gallery is archived.

6. How long will my order take?

For free nursery delivery, orders are processed together after the deadline and delivered to the nursery. The estimated delivery date is shown in your gallery information.

For home delivery, your order is normally sent to the lab within 48 hours of being placed. Once dispatched, delivery is by post.

Please allow up to 15 working days for home-delivery orders. Orders are often received sooner.

7. My photos haven't arrived. What should I do?

If you selected nursery delivery, please check with the nursery first to see whether your order has arrived.

For home delivery, please allow up to 15 working days before contacting us, as postal delivery times can vary.

If your order has still not arrived after this time, please email us with your order number so we can investigate.

8. Can I buy digital images?

Yes. Digital images are available separately from printed products and are ordered via email and not in the online shop.

To order digital images, please email us with:

Your child's name
Nursery/school name
Personal access code
The number of images you would like
You will receive your purchased images as high-resolution JPG files via a download link. They are not supplied on a CD or USB and are not RAW files.

Digital images are separate from print orders, so purchasing a print does not include a digital copy of that image.

9. How quickly will I receive my digital images?

Digital images are normally sent within 48 hours of payment being received, excluding weekends and bank holidays. During particularly busy periods, please allow up to 72 hours.

10. Why can't I see my child's photos yet?

Photographs are normally uploaded to your gallery after the photo session has taken place.

We will email you when your photographs are ready to view. If you have received an email but cannot see your images, try logging out and back into your gallery to refresh it.

11. Why are there only a few photos of my child?

We select the best images from your child's session to include in their gallery.

Every child responds differently to photo day. Some children are happy to spend longer taking photographs, while others are more comfortable with a shorter session.

We work at each child's pace and aim to keep the experience relaxed, enjoyable and comfortable.

12. Why isn't my child smiling in every photograph?

We don't force children to smile or pose. Instead, we use toys, sensory toys, bubbles, songs and interaction to encourage natural expressions and capture their personality.

Our photographer works alongside a qualified nursery nurse and the nursery staff to help children feel comfortable and at ease.

Sometimes a child's natural expression is simply the best photograph.

13. Why don't I have any full-length photographs?

The type of photographs we are able to capture depends on how comfortable your child is during their session.

Some children are happier sitting or being supported by a member of staff, which can mean that more of their photographs are portraits rather than full-length images.

We always prioritise your child's comfort and safety.

14. Why are there photographs of my child with their sibling but no individual photographs?

Sometimes children feel more comfortable having their sibling nearby or joining them for a photograph.

We work with the children and follow what makes them feel most comfortable during the session, so the photographs available will vary from child to child.

15. Why don't I have a photograph of my children together?

If we were aware that your children were siblings, we would always try to capture a sibling photograph where possible.

However, there may not always be enough time during the session, or one or both children may not have been comfortable having a photograph together.

16. Will the watermark be removed?

Yes. The watermark is only used to protect the photographs while they are displayed in your private online gallery.

Your purchased photographs will not have the gallery watermark.

17. Can you remove marks, runny noses or stains from photographs?

We check and edit photographs before they are sent to print and will make adjustments where possible.

We will do our best to remove things such as small marks, food, wet patches or a runny nose where this can be done naturally.

If you have a specific editing request, please contact us before placing your order so we can confirm whether it is possible. More extensive editing, such as removing bruises, cuts or significant blemishes, may not always be possible and may incur an additional charge.

18. Can I crop my photograph?

Yes. Cropping options are available during the ordering process.

Please check the crop carefully before placing your order, particularly when ordering products with a different shape or aspect ratio from the original photograph. Some products may crop part of the image.

The crop shown at checkout is the crop that will be used for that product.

19. Why do some products crop my photograph?

Different print sizes and products have different proportions. This means that a photograph may need to be cropped slightly to fit a particular product.

The gallery will show you the crop before you complete your order, so please check that you are happy with the composition before ordering.

20. Can I cancel or change my order?

Please check your order carefully before placing it.

Orders are sent to the professional print lab for processing and cannot normally be cancelled or changed once they have been placed.

21. What happens if something is missing or incorrect in my order?

Please email us with your order number, a description of the problem and, where appropriate, a photograph of the items you received.

We will contact the print lab and investigate this for you.

22. Why am I being charged postage?

You can choose free delivery to the nursery/school when this option is available, or select home delivery for a postage charge.

If you are ordering from a previous photo session, the free nursery/school delivery period for that session may have ended, so postage will apply.

23. Can I order photographs from a previous session?

Yes, provided the previous gallery is still open.

Please note that postage may apply to orders from previous sessions, even if you are also ordering photographs from a current session which offers free nursery/school delivery.

24. Are there more photographs that I can't see?

We share the selected images from your child's session in their gallery.

The gallery contains the photographs that have been selected and prepared for viewing and ordering.

25. Do you offer different photo products?

Yes. Depending on the gallery, you can choose from a range of products including individual prints, money-saving print packs, mounted and unmounted prints, and gift products such as magnets and keyrings.

The products available will be shown in your online shop.

26. Can I order a group photograph?

Yes. Group photographs can be ordered as printed products where available.

Due to data protection, group photographs are not available as digital images.

27. I'm having trouble placing my order. What should I do?

If you experience a problem during checkout, first try:

Refreshing the page
Emptying your basket and starting again
Using a different browser
Trying a different device
Checking that your payment details, CVC and postcode have been entered correctly
Try logging out and back in again. 
If you are still having problems, please get in touch and we will do our best to help.

28. Will I receive an email after placing my order?

Yes. You should receive an email confirming that your order has been received, followed by information about the estimated delivery timeframe.

If you do not receive an order confirmation email, please check your junk/spam folder. If it is not there, your order may not have gone through successfully, so please contact us before placing the order again.

29. Why do I receive an email about my order if payment hasn't been successful?

The order email confirms that your order has been received by the online shop. It is not necessarily confirmation that payment has been successfully completed.

Please check your separate payment/order confirmation if you are unsure whether your payment has gone through.

30. How long will it take to receive a reply to my email?

We aim to respond within 24–48 hours, excluding weekends and bank holidays.

We are closed at weekends, so emails received over the weekend will be answered as soon as possible on the next working day.

31. Can I see or share my wishlist?

Your wishlist is private and we cannot access it directly.

If you would like us to see the photographs you have saved, you can share your wishlist with us.

A little about your photo day

We work alongside nursery staff and our qualified nursery-nurse assistant to help make photo day relaxed, enjoyable and comfortable for the children.

We use familiar toys, sensory toys, bubbles, songs and interaction to encourage play and natural expressions. Every child is different, so we adapt the session to suit them rather than expecting every child to pose in the same way.

Our aim is to capture natural, happy photographs while making sure the children have a positive experience.