Overview
Delivery times vary by method. Before contacting support, check your order confirmation email and allow the expected timeframe for school batch or courier delivery. If your order is genuinely overdue, the photographer can investigate.
Step by step
- Find your order confirmation email and note your order number and delivery method.
- Check the expected timeframe — school delivery may take a few weeks after the ordering deadline; home delivery usually 5–10 working days after processing.
- For school delivery, ask your child's teacher or the school office whether photo orders have been distributed to pupils.
- For home delivery, check whether a neighbour received the parcel or if a calling card was left by the courier.
- Verify the delivery address on your confirmation is correct.
- If still missing, contact the photographer using details on your proofcard or confirmation email, providing your order number and delivery method.
Common issues / Troubleshooting
- Ordered just before school deadline — batch processing starts after the deadline; allow extra time before worrying.
- Digital downloads only — check spam folders for the download email; physical delivery times do not apply.
- Wrong address entered — contact the photographer immediately; redirection may not be possible once despatched.
Tips
- Search your email for the photographer's name or "order confirmation" if you cannot find the message.
- Ask the school whether they announce when photo orders have arrived — timing varies by school.
- Photograph any damage if a parcel arrives late or crushed — useful for reprint requests.
Tip: Always quote your order number when contacting support — it allows the photographer to trace your order in the lab system quickly.