HAVE A QUESTION?
PLEASE FIND BELOW A LIST OF COMMON QUESTIONS AND ANSWERS!
1. Is security an issue I should worry about?
We take security very seriously. Our online shopping system employs GeoTrust using SSL (Secure Sockets Layer) technology which secures our Online Shop system and protects your personal and credit card details.
2. I can't find my white receipt containing my studio portrait usercode, what should I do?
Click on the link that says, “click here to request your usercode”. Complete all your information. You will receive an email reply containing your usercode normally within 24 hours.
3. I did not have any studio portraits taken, I was only photographed on stage. Can I view and purchase my Handshake/Stage photograph?
Click on the link that says, “click here to request your usercode”. Complete all your information. You will receive an email reply containing your usercode generally within 24 hours.
4. How long will my photographs be online?
Portrait samples online will be available for a minimum of 6 weeks from your graduation date. All original digital images are kept by us for a minimum of 20 years. Prices are subject to change after 12 months without notice.
5. When I enter my Portrait user code, it says “Error, no match for usercode entered"?
The user code that needs to be entered to view your studio portrait photograph samples online should contain six digits and three letters eg. “012345ABC”. If you have entered the correct digits and letters but you are still getting the “Error, no match for usercode entered” Click on the link that says, “click here to request your usercode”. Complete all your information. You will receive an email reply containing your usercode normally within 24 hours.
If you are unable to view your Handshake/Stage photograph due to the “Error, no match for password entered” message, Click on the link that says, “click here to request your usercode”. Complete all your information. You will receive an email reply containing your usercode normally within 24 hours.
6. I can see the wall on the sides of my sample images online? The sample images online look to dark or light? The colours of my sample images online don't look good?
All images you purchase are cropped and corrected for colour and density. Backgrounds will be corrected automatically.
7. I would like to have extra artwork done on my images to remove scars / pimples / shiney spots.
Additional artwork will be charged at an hourly rate. we will send you a quotation according to your request and will commence artwork after you have accepted our quotation.
Please send us an email with details of your artwork request.
8. I'm having trouble finding my Handshake/Stage
After typing in your usercode, click on the time of your ceremony, you will then be able to view all Handshake / Stage photographs from your entire ceremony. Scroll through all pages and images to locate your photo. Click on your photo to view it larger and to view pricing. To order your photo, please follow the onscreen instructions at the top of your sreen. If you do not have your Handshake/Stage photo usercode, refer to FAQ No. 3. If you still can't find your handshake photo, please email us the details and we will assist you.
9. How long will it take to receive my order?
Delivery times:
Orders for photo prints and digital images on/or USB: Delivery via registered mail within 2 - 4 weeks after order confirmation.
Orders for Digital download images: You will receive an email download link within 1 - 3 weeks after order confirmation.
Delivery times are estimates only and could be longer during peak periods and shorter during off peak times.
10. What payment options do you have available?
There are 2 different payment options available for online ordering.
a) Credit Card (any Visa or MasterCard only) – If you choose this option you will be re directed to the ANZ e-gate secure payment system to process your payment.
b) Credit Card over the phone - If you choose this option, you will receive a phone call from our office to complete your Credit Card transaction over the phone.
11. How are my photos delivered?
All photo prints and digital images on/or USB ordered online will be posted directly to the addressee using Australia Post services. The following postage options will be available for you to choose from during the shopping Process:
- Australia wide orders, Registered Post (Signature Required) $15.90
- International orders, a postage fee of $29.90
This fee covers registered post with tracking and packaging of the photographs in a hard reinforced cardboard envelope to avoid damage.
Please allow 2-3 weeks for delivery in Australia, and 3-4 weeks for International delivery.
12. What if my photographs have been damaged in the mail?
If your photographs are damaged in the mail please take photos of the damage and email to; Orders@GraduationPhotography.com.au
Please include your original order number and a daytime contact phone number so we can call you to discuss replacement of your order.
13. I have not received my photos and It's been over 6 weeks. What do I do?
If your payment has been approved, then you should have your photographs within 4 weeks at the most. If you have not received your photographs, please contact our studio at Orders@GraduationPhotography.com.au or call (612) 9804 7777 to check when your photographs where despatched from our studio. In most instances, your local post office will leave you a small card advising you to collect your package from your local post office, as it may be too large to fit in your mailbox. If we have posted your photos to you, you may be asked to check at your local post office first to see if they are waiting for you to collect, or otherwise, your package should be returned to our studio, and then we will contact you.
14. What should I do if I have changed address since ordering my photographs?
If you have changed address since placing your order online, you must notify us immediately by email: Orders@GraduationPhotography.com.au as soon as possible. Please include your original order number, full name, university, graduation date, usercode and your contact telephone numbers in all email correspondence.
15. How do I order my photographs from my graduation held years ago?
To order your photographs from a graduation held years ago, please email Orders@GraduationPhotography.com.au Please include your full name, university, graduation date and your contact telephone numbers in all email correspondence.
16. The small sample images will not enlarge when I click on them?
Please try using a different browser such as Internet Explorer or Google Chrome.
17. Can I purchase my graduations photos as a digital image and print them myself?
Yes. All of your Graduation photographs are available as a digital download in high resolution "printable to 50cm x 40cm". For more information please click on the “ GO DIGITAL” icon when you have logged in with your user code.
18. Can I Refund my Presentation Photo? I am not happy with it.
All graduates are photographed on stage whilst shaking hands with the Presiding Officer. As we are not permitted to interrupt the official ceremony to re-shoot the subject, we are unable to guarantee the outcome of each photo. Therefore in some cases a refund may be issued (excluding postage costs paid at the time of ordering).
Unsuccessful photographs and/or digital images requesting a refund, must be returned to our studio within 30 days, and must fulfill either of the following criteria list below:
1) Subject has eyes closed.
2) Tassel or hair obscuring subjects face.
3) Incorrect subject angle.
4) Camera or flash malfunction.
Any photographs and/or digital images returned for a request of refund that do not fall within the above categories will be judged on a case-by-case basis. The final decision remains at our studio’s discretion.
An accompanying letter outlining in detail the reason for the request of refund must be included with the returned photograph(s). Please also include daytime contact numbers and preferred method of refund (either EFT or credit card).
All costs incurred, by the customer in returning their photographs to our studio are non refundable. This includes return postage and packaging, travel, courier or other expenses.
Our maximum liability for any photographs and/or digital images deemed unsuccessful for any reason will not exceed the amount paid by the customer at the time of ordering their photographs and/or digital image.
Please direct all inquiries relating to a refund request to:
The Manager
Graduation Photography
1004 Victoria Road,
West Ryde NSW 2114
Australia
Email: Orders@GraduationPhotography.com.au
Tel: 61 2 9804 7777
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