Frequently Asked Questions

1. I got an access card with an access code - how can I order my photos?
If you have a received an access card with a personal access code, go to the "Login" at, enter the access code and click on "Open Album”.

2. Is it possible to place one order for siblings at the same time?
Yes! Click under the access code login on "Did you get another access code?". You can enter up to five access codes at the same time. This way you will all available photos and take advantage of combing images into our value packs.

3. I got an email with login information what do I need this for?
After you have placed an order or registered in the online shop, you will receive an email with login credentials. Using your email and this new password, you can use the "Customer Login" to enter your personal gallery, order photos and check the status of your orders. This login is shown at the bottom left hand side on the login page.

5. Where can I see the status of my order?
The easiest way is to click link in your order confirmation email. Alternatively you can log in with your password and email address you received by email on the main login page. The order details can be found then under "My Account".

6. How long does the delivery take?
The delivery time depends on the payment, the products you order and the type of delivery process. First, in order for the order to be processed the payment should be confirmed. Orders applying for free delivery to school are processed as a batch and will be delivered to the school for distribution maximum 2 weeks after the set order deadline.  If you miss the order deadline late orders can take up to 4 weeks depending on the time of the year.

7. Why is there a countdown on the gallery telling me the images won’t be available after this date?
In order to process the orders in one go for your school we have to set an order deadline. This will be the date displayed on the countdown. This allows us to process all the orders placed by this date in batch and deliver to the school within the pre-agreed timings for free. You can still place your order after this deadline but it takes longer as goes into the queuing system in production and could incur additional fees.

8. Is the logo (watermark) going to be removed from the image?
Of course! The watermark is only used to protect against illegal downloads.

8. What is the quality of prints, posters, etc.?
We are committed to offer only the highest quality. If you are not satisfied with the quality with your photo products do not hesitate to get in touch.

9. Can I adjust the crop of an image and it’s orientation?
Yes. In the cart you have the chance to change the way your image looks. Even to change the colour to black and white. There are guides shown, which you can adjust to any crop you like.

10. I rarely order online - how can I order my photos here?
Select a photo that you like from your album and click "Order photo '. Then select the product of your choice, enter the desired quantity and click on  "Add to basket". When you have all the photos you like on your shopping basket, click the top right of "Basket" and follow the instructions.

11. I don’t like some of the pre chosen images for my value pack can I change them?
Yes click on each element in your value pack chosen and you can change which image will be that particular item in the pack. It’s always best to double check as well in case the class photos is not the correct one. Remember things like passport photos will need to be a headshot.

12. Can I buy the class photo digitally?
No unfortunately you can’t. This is due to copywright law and reproduction of digital photos. We also have a strict online child safety policy in place therefore the class and any group photos will multiple children in are not available digitally.

13. My child as sick when their class had their photos can I take them elsewhere?
Yes you can. We will normally arrange an absentee shoot at the school at another time to catch up but if you miss this as well you can come down to our studio and pay for a pre-paid order of school photos. This is normally a pack B but best to check with the studio team and arrange a time to come down.
14. I don’t like my photos is there anything you can do?
We know that some children find photo day a bit intimidating and our team do their best to make them at ease. You can come down to our studio for re-shoot and pre-pay for your school pack B.  Remember we cannot be responsible for uniform or hair. We have a child protection policy in place where our teams follow UK standards in terms of working with children. We ask the teachers to ensure the children are presentable for their photo session. We cannot do children’s’ hair as we don’t know what style your child has and it’s also unhygienic.
If it’s a bit of retouching please let us know and we would be happy to do this free of charge.

15. I don’t like the format of the class photo. What can be done?
The format of the class photo is chosen by the school out of a variety of creative styles. We do have smaller ones available but the directive for this is given to us by the school. I’m afraid we can not change this once the decision has been made.

16. I lost my password, can I still order online?
Sure! Just email us at schools@stu.aethe name of your child, his/her nursery or school's name and his/her class and we will send you your password back.

17. My children go to different schools, but you photograph both of them. Can I combine my order?
Unfortunately not. Each school is shot at a different time and therefore we can not allow children from different schools to be combined into single orders.