Frequently Asked Questions

1. I have multiple proofcards for more than one child -  Is it possible to place a single order for multiple individuals/siblings?

Yes!

Online: At the login page, add your first password from your first proofcard then click on the green plus sign + located below, titled 'Did you get another access code?' - enter your additional passwords for siblings here. You can enter up to five passwords at the same time. A green tick appearing next to your password, indicates the password has been entered correctly and is valid. If you see a red cross appear next to your password, you will need to re-enter the code again as you may have missed a digit/letter. Once complete, click 'Open Album' to view all your images together. You can order any of your images in our multi-image packs where available to save money.

Return to school: Fill in the photo number/s required on each proofcard and then staple the proofcards together and return to school with the correct payment. 

2. Where can I see the status of my order?

Online: The easiest way is to click the link within your order confirmation email. Alternatively, you can log in with the password and email address you received via email. Once you’ve logged in, your order details can be found under "My Account".

Return to school: On the deadline date, all the orders are collected in bulk for processing. We aim to return the completed orders back to the school within three weeks of the order deadline. As such, the status of your order is defined by this timeframe. 

3. How long will the delivery take?

Once payment is cleared, all orders placed before the order deadline (both online and via return to school) will be combined and returned to the school as a single delivery (up to 21 days after the order deadline). Late orders can only be accepted online thereafter.

4. I would like my order early/ASAP, I can't wait for the standard delivery timeframe!

If you find you have an urgent need for your images, such as for an iminent family birthday gift, please email us with the School Name, Child's Name, Image No/s, Print or Package Requirement and we will advise if this is feasible. Alternatively, you can order a digital download (allow 4 days for delivery to your email inbox). Once you have the digital download, you are free to organise your own print and product requirements through other photography print provders both online and/or instore.

PLEASE NOTE: We are unable to guarantee the quality of any third party print or photography product provider. 

5. Help, I have missed the return to school ordering deadline, can I still order?

Yes!, although late orders can only be accepted online. This is because only one main collection is made per school. This extended online ordering window allows you to order all products at the same prices for a further two weeks post deadline. 

6. Help, I have missed both the return to school and extended online ordering window, can I still order?

Yes!, although as before, you can only order online. All products ordered two weeks or later after the return to school deadline, will be subject to a late fee of 15%. In addition a postage fee of £3.75 will be included for delivery to an address of your choice.

7. Is the logo (watermark) going to be removed from the image?

Of course! The watermark is only used to protect our work against Copyright Infringement.

8. Can I use my image/s on Social Media such as Facebook, Twitter, Instagram etc...

Yes!, but only if you have purchased the digital image on CD or digital download. If you have purchased a digital image/s you are permitted to print and use these to create photo products etc. and share with family and friends. However, this does not permit you to copy or manipulate the images in any way i.e. re-edit them or use them for commercial use or gain. Please see our 'Terms and Conditions' regarding Copyright for further information if you are concerned that you may have infringed our copyright. 

PLEASE NOTE: For Data Protection - Class/Group Photos are not available for digital download or on CD. In co-operation with each school, this is necessary in order to protect the individual children within the group photograph. As such, you are forbidden to circulate group/class images online. 

9. Can I copy the prints I have purchased, i.e. photograph or scan them?

No. This would amount to Copyright Infringement. Please see our 'Terms and Conditions' regarding Copyright for further information if you are concerned that you may have infringed our copyright.

10. Can I crop the images before ordering?

Yes!, although this option is only available to those ordering online. You will find this option on some of our products within the basket. If you crop the image, an enlargement of the selected area is created. Look for the stars which indicate whether the photo's resolution is sufficient for the enlargement.

11. Can I add photo effects to my images?

Yes!, although this option is only available to those ordering online. You can choose to apply one of our available photo effects to your images. Simply select your required image and click on 'Effects' located below right. You also have the opportunity to choose to apply an effect or remove an effect from any of your images in the shopping basket.

12. What is the quality of prints, posters, etc.?

We are committed to offering only the highest quality. If you are not satisfied with the quality of your photo products, please feel free to get in touch. We are devoted to your satisfaction.

13. I have recieved my photos and they are damaged, what do I do?

If your photographs arrive to you in a damaged condition please contact us within 7 days

Return to School orders - Please email us (school@spencerbrownphotography.co.uk) and include the following:

School, Child's name, Class, Image numbers (found on the proof card beside the images) Package Purchased and payment method.

Please where possible also attach an image of the damage.

Online - Please go to your confirmation/reciept email and scroll to the bottom, you will find a link "Report Feedback/complaint" click the link and follow the prompts.

We will get back to you as soon as possible.

14. I have recieved the wrong order, what do I do?

Return to School orders - Please email us (school@spencerbrownphotography.co.uk) and include the following:

School, Child's name, Class, Image numbers (found on the proof card beside the images) Package Purchased and payment method.

Please where possible also attach an image of the damage.

Online - Please go to your confirmation/reciept email and scroll to the bottom, you will find a link "Report Feedback/complaint" click the link and follow the prompts. We will get back to you as soon as possible.