We have answered some of our most frequently asked questions below (Applicable for Kinder and Childcare), if you require further assistance or can’t find the answer to your question contact our friendly customer service team on 03 9131 0772 or send us an email hello@classactphotostudios.com.au

**If you are a Graduation, school deb or valedictory customer - contact us directly for help if the information below doesn't answer your questions as the ordering is slightly different - hello@classactphotostudios.com.au or 03 9131 0772**

How To Order - Guided Tutorial

I haven't received an SMS or Email about viewing my child's photos

Typically you will be notified within 3 weeks of the last day of photography. For some schools, photography may be spread over several weeks and there is often much to do before the images are made available.

I'm having issues with my Digital Downloads.

If you have purchased Digital copies of the portraits (groups are not available digitally), you can download them from under your account in the Webshop. There are 2 ways to download your purchase - click the "Download Images" button which will create a zip file containing all the photos in one download, or clicking on each photo individually which will download the image as a JPG file ready to view. Do NOT download the images using the "Save Image As"       menu option, you will receive a low resolution, watermarked image if you do this!. If you download all images in the zip file, it is recommended that you "unzip" (extract) the images before attempting to view them.  If you are still having problem's downloading - please contact us via email - hello@classactphotostudios.com.au - and we can email you a dropbox folder to access the digital files as an alternative solution.

I am unable to pay on photo day. What should I do?

You are not required to pay on photo day. Please register online, so that once your child's images have been processed and all required products for the school have been approved, you can be notified that images are ready to view an          purchase. You then have until 14 days to place your order online. After this time, you can still order images of your child however any discount pricing will no longer apply and your order will be sent directly to your nominated address      at additional cost.

I lost my child’s pre-registration form and need the code to order online.

  If you have lost your pre-registration form please contact our customer service team on  03 9131 0772 or email - hello@classactphotostudios.com.au

Do your photographers have a ‘Working with Children’ check?

 Yes, it is one of our company policies that all photographers have their “Working with Children’ accreditation.

Can I order and pay for my school photos online?

 Yes! Our online ordering system has been tried and tested for many years and we ensure that our system is both PCI and GDPR compliant meaning that your details and payment information are safe and secure.

What methods of payment do you accept?

We only accept payments online using our secure gateway - both Visa and Mastercard, you also have option of POLi Pay (bank transfer).

Will I be able to view my images before purchasing my photo packages?

Yes, if you have registered using the Code supplied on your child's pre-registration form you will be notified once the photos are ready to view and order. Please note that a refund cannot be issued once a digital portrait has been downloaded if purchasing the digital download option. When placing your order, please ensure it looks exactly how you want it, what you see is what you get*!

*Note, the group photo design is determined by the school and the layout of the copy you receive may vary from that displayed at time of ordering

Do you take sibling photos?

Yes, we take sibling shots if possible.         

 

What should I do if my child is absent on the allocated  photo day?

We offer a retake day if physically possible dependant on staff and calendar availability. Please note that group photos cannot be retaken.

I haven’t received my order yet, or my order is incorrect, what should I do?

Please contact our customer service team on 03 9131 0772 or email us at hello@classactphotostudios.com.au. If you placed your order online, please have your order reference number ready to assist our team. This number can be found in the confirmation email you received after placing your order. Also, please check that any "missing" are not in any other orders you've received.

Can I order additional photographs?

Yes! You can place an order at any time using our online ordering system. Once you have created your unique account with us you can log in and place orders at any time. If you have any issues, please contact our customer service team on 03 9131 0772.

How do I download my digital image files?

Please login to the webshop. You should see a tab labelled "Download Digital Files" at top of page on menu bar, any items available for download will be accessible from here.

Can I just purchase products from the ‘Extras’ category?

No. Extras are only available for purchase once you have selected a portrait package. Please note that extras are only available for online orders and include a variety of different products.

Can I order photos from previous years?

Yes! Click on the arrow selector next to your child's name above the photo gallery on the main page and you should be able to select previous years if we have been the company servicing your institution.  If your child's name doesn't show and we definitely photographed the previous years then email us on hello@classactphotostudios.com.au with your child's details, class and year photographed and we will link it up for you.