Question 1

Can I mix different individual or sibling photographs of my child(ren) in a pack?

Accepted Answer

Yes, we offer packs where you can do this.

The only rule is they are from the same family and the same school term. If your children are in two different schools that we photograph you can still add them to these packs.

After you have chosen your first image look for the Custom Packs page button at the top of the screen.

If you have one child you can mix different poses of the same child in our Option 2 pack and our Option 3 pack. These are offered in the Custom Packs page as well

If you qualify for a free digital download it will always be the first image you added to the pack.

Question 2

I have accidentally duplicated my order

Accepted Answer

Email us immediately at aftersales@vancols.com. If we can stop the order before it has been processed, we can refund you.

Question 3

I have lost, or my child did not bring home the QR proof card

Accepted Answer

If you have purchased from us before at www.getphotos.co.uk then email us at aftersales@vancols.com, tell us the email address you have registered with us, the name of the school and your child's name. We will email you back with the code you need.

If you have not purchased from www.getphotos.co.uk, we need to verify you as a parent by asking you to contact the school. We send the school a list of all the codes but if they don’t have them, ask them for your child's Admission Number at the school. If you can provide us that number, we know you have been verified and we can supply you the code you need.

Question 4

Can I add to my order?

Accepted Answer

You can place an additional order, but you cannot amend an order after placing it.

Question 5

Can I cancel my order?

Accepted Answer

As long as it has not been printed. Email us with your order number at aftersales@vancols.com and we can check for you.

Please note that once accessed digital downloads cannot be refunded or exchanged.

Question 6

How long will my order take to despatch?

Accepted Answer

Up to 28 days at certain times of the year. Often, it’s quicker than this. The website will tell you what our current despatch time is for postal orders or if your order is allowed to go back to the school, we will display the cut-off date for this. Delivery to the school is approx. 14 days from the cut-off date. We will email you to let you know when the item has been despatched.

Question 7

My order has arrived damaged.

Accepted Answer

Email us at aftersales@vancols.com. We will need to know the email address you used, the order number, what is damaged and a phone photo of the damage.

Question 8

Orders posted abroad from the UK

Accepted Answer

Our Lab is based in the UK. Please note, orders posted direct and not ordered to be sent to the school prior to the cut-off date may be subject to import duties

Question 9

I would like to order but I am not happy about paying Online

Accepted Answer

Our system is extremely secure. We use a secure encrypted handshake on-line payment method (no payment details are stored by us) and PayPal to process our payments. However, there is an option to place your order online and then call us with your card details.

Questions & Answers

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