FAQs for Parents

Our school photos are rubbish. How can I convince my School to change photographer?

School photography is often difficult, with limited time available to photograph every child – often we’re required to have finished in time for the hall to be prepared for lunch service – plus managing hundreds of children, capturing images for school systems and many other challenges.

However, a good school photographer will be able to work around any of these issues and deliver great photos consistently.

By planning ahead, working to a consistent workflow, and having multiple photographers available to work faster, great photos should be possible every time. It’s about ensuring every child is comfortable and confident enough to give genuine smiles, and this is about engaging with them and giving a little time to build trust. We take several images for each child and often it’s the latter photos where children appear more relaxed.

Convincing your school to change photographer is not easy – it’s less work to keep the current company and hope things improve. However, if several parents are unhappy, then you may be able to convince the Head Teacher to reconsider.

If you want them to consider us as their new photographer, then the points above will help.

Visit our photos for schools page, where our key differences and benefits are outlined, and most importantly, show them our ‘No Smile Left Behind’ guarantee and ‘Commission match promise’ – there’s no reason why they can’t try us with no risk to see what we can deliver for them and you!

Can I use my images on Social Media such as Facebook, Twitter, Instagram etc…

If you have purchased a digital image, or chosen an add-on SMS image, then these are provided with license to share as you wish. However your license does not permit re-editing or manipulation or usage for commercial gain, uses which are restricted by Copyright. Please remember that copying and sharing group images online is against safeguarding regulations and should be avoided.

Who owns the copyright on photographs?

Smiles At School Photography retains the copyright on all photographs taken and supplied. Photographs may not be copied, published or reproduced in any form without our prior permission.

Digital images purchased from us are provided with a full license to make unlimited printed copies and to share your images for personal use only.

Why are School photographs poor quality?

School photographs really shouldn’t be poor quality at all! Yes, we have to work fast, and in difficult lighting situation, however, school photographers should be professionals and able to cope with anything thrown their way!

All photos should be manually edited and printed by a great team who deliver perfect prints every time (it’s why we don’t offer instant downloads of photos that haven’t been checked by an expert eye first!).
We know that many larger companies may have lost sight of what is important to parents. It’s why we try to ensure that a good, natural smile, lots of fun and spending a little more time and care with each child will deliver the best results.

If you believe your School photos are below par, then we suggest you try someone new! Just look at our customer feedback from parents and Schools

Are school photos good value?

We honestly think that, as long as your School and Nursery photographs are of a high quality, they can be great value and a treasured memory!

A poor photo can seem expensive no matter where you have it taken, and sadly, School photography has a reputation for being lower quality. However given you rarely pay for a school photoshoot, and only pay for the photos you like, with absolutely no obligation, a great school photo is amazing value!

Here at Smiles At School, we aim to give you a great choice of fun images and take the time to achieve lots of smiles and happy memories for you. Compare the cost of one of our Nursery photoshoots to a high street studio session, for instance, and from the outset – a free photo session with no obligation to buy – to the cost of prints (less than £10, vs £100’s with a minimum order), the value is clear.

Remember, these are unrepeatable memories of your child taken every year with absolutely no obligation for you to buy. The schools and nurseries we work with work hard to create a photo day to get the best out of every child, and for all that hard work and time, your little one gets a fun experience as well as memories to treasure at the fraction of the cost of a high street studio!

We wrote a little blog post about this previously…

Why are School photographs expensive?

What is the ‘No Smile Left Behind’ guarantee

On Photo day we strive to capture every child’s smile, using various techniques like jokes, games, and puppets. If a child is reluctant, we’ll try again later or take candid shots during playtime, especially for nursery photography. Whilst we can’t guarantee a wide grin from everyone, we ensure no parent misses out on their child’s photo day. Our approach is patient and adaptable, never forcing a child who’s uncomfortable, but always aiming for the best possible results.

We aim for picture-perfect shots, but we know kids can be unpredictable. If you’d like any touch-ups or airbrushing, just ask. We offer free replacements if you’re not completely satisfied with your prints – simply return the originals for review.

Our goal is to provide photos you’ll love. No smile left behind…!

What if my child refuses to be photographed?

Not all children enjoy photo day – not even our fun-filled, relaxed style! Nevertheless we will attempt to capture some lovely photos of every child and will try a couple of times to do so in our studio or outdoor setup. If all else fails, and if the school or Nursery agrees, we will take some photos of the child at play where they may be more at ease. Under no circumstances will we continue trying for photos if any child appears distraught.

Can I speed up my order?

Most home delivered orders are dispatched within 2 days, and no later than 5 days after ordering, with the exceptions of some gift items which are at the timescales of our suppliers. If you need an order with any urgency, feel free to email or call us on and we’ll do what we can to meet your deadline.

Where can I see the status of my order?

Once your order and payment is successful, you will receive a confirmation email. Home delivery orders and digital emailed orders will then be dispatched within 2-5 working days, and those with free delivery to school will arrive around 1 week after the earlybird deadline date.

If you are still awaiting a delivery after these timescales, then please get in touch so we can investigate for you. Call us on 01276 942042 and choose option 2.

Can I make adjustments to my pictures? What type of photo enhancements are available?

We can make some adjustments to images, although it will take a little longer to complete. Cosmetic alterations, such as editing scratches, chickenpox marks etc, can be requested by parents at the point of ordering. If the request is a simple one we will do our best, however a more complex edit will incur further charges.

Please make a note when ordering online and we can investigate for you before finalising your order.

Do you use Photoshop to edit any images?

We do not ‘photoshop’ or alter images beyond basic exposure and colour balance changes. Cosmetic alterations, such as editing scratches, chickenpox marks etc, can be requested by parents at the point of ordering. If the request is a simple one we will do our best, however a more complex edit will incur further charges.

I’ve missed the order deadline date. Can I still order?

We’re proud to say that you can place orders for photos at any time. Once the ‘earlybird deadline’ date has passed, you can still place an order using your image reference number online, but any discounts and delivery offers will no longer apply.

Images are removed from our order website once storage limits are reached, at which time, all images are retained in our archives.

You may still order school photographs but a small charge may be made to retrieve the necessary files.

How long do I have to place my order?

We’re proud to say that you can place orders for photos at any time. For the best prices, earlybird discounts and free delivery options, we suggest you place your order before the ‘earlybird deadline date’ printed on your proof form. After this date, you can still place an order using your image reference number online, but any discounts and delivery offers will no longer apply.

Images are removed from our order website once storage limits are reached, at which time, all images are retained in our archives.

You may still order school photographs but a small charge may be made to retrieve the necessary files.

If I have another child who doesn’t attend the same school / nursery is it possible to have their photo taken together?

Yes of course! So long as your School or Nursery has arranged for this.

We suggest you contact the School or Nursery first, as they may take bookings for specific times and have limited slots available. We’ll photograph them individually and together so parents have the best choice of images.

If you’ve confirmed a slot, please ensure you attend, as no-shows can cause the school and photographer significant delays.

If you can no longer attend, please inform the School as soon as possible so they are not waiting for you.

If I have more than one child at a school can they have their photo taken together?

Yes of course! So long as your School or Nursery has arranged for this. We’ll photograph them individually and together so parents have the best choice of images.

How can I contact you?

Of course, we’re always here to lend a helping hand!

If you’re trying to place an online order, then you can get immediate assistance if you call our helpline where one of the team will happily guide you through the process. The helpline is open from 10am to 4pm Monday to Friday

Just call: 01276 942042 and choose option 2  – it’s good to talk!

For other enquiries, then it’s option 3

Alternatively, you can email help@smilesatschool.com or use our handy contact form instead. We will try to respond within 24 hours of any email (although we’re usually faster!)

I am separated from my child’s other parent how can I order a copy of my child’s photograph?

Your child’s other parent will be able to share your ‘image reference number(s)’ which can be used to view your gallery online via smilesatschool.com.

If this is not possible, we can provide the login details with permission from the School or Nursery using our ‘lost proof’ process.

Please contact your school in the first instance.

My photographs have arrived and they are damaged, how can I solve this problem?

Please email us or call on 01276 942042 choosing option 2 and we’ll do our best to resolve the issue. We’ll ask for a photo of the damaged items, and may request that you send them to us for inspection.
We’ll replace those items damaged only as soon as possible in line with our ‘No Smile Left Behind guarantee’.

How long are my child’s photographs kept on your system?

All photographs are kept on our online ordering website system for as long as possible, and whilst we have the storage capacity – usually for 12 months.

All original files are held securely in our archives in case of later orders. There may be a small charge to retrieve old images when ordering.

If you wish your images to be deleted entirely, then let us know via email and we can do this in line with our GDPR responsibilities.

I have purchased a digital image but have not received my image, how do I get it?

All emailed images are sent via email usually within 2 days of ordering, and certainly within 5 working days. Please remember that all photos ordered are edited before sending out and checked for the best finish, which is why your digital download is not instant. Keep an eye out in your ‘Spam’ or ‘Junk’ folders too, as all to often email systems can filter these emails due to the download links included. Your email will come from ‘ordermyphotos’ or ‘wetransfer’ depending on size of your order. If you’ve not received your email within 5 days, and have checked your spam folder – then let us know so we can ensure your email address has been supplied correctly.

NB Ensure you do not select ‘delivery to school’ for your order either, or it will be held until after the earlybird deadline date.

How long do photographs take to arrive once ordered?

We’re the fastest school photography company to deliver orders!

Home delivery print orders and digitals are usually dispatched between 2-5 working days from ordering.

A few gift options may take a little longer due to the timescales of our suppliers.

If you’ve selected ‘free delivery to school’, then orders are held until the ‘order deadline’ before being printed. Please allow a further week to collect from the School or Nursery.

If you have not received your order within the above timescales, then please email us, or call us (choosing option 2) and a member of the team will be happy to help.

I have ordered a digital image via email – how and when will I receive my images?

All emailed images are sent via email usually within 2 days of ordering, and certainly within 5 working days.

Please remember that all photos ordered are edited before sending out and checked for the best finish, which is why your digital download is not instant. Keep an eye out in your ‘Spam’ or ‘Junk’ folders too, as all to often email systems can filter these emails due to the download links included. Your email will come from ‘ordermyphotos’ or ‘wetransfer’ depending on size of your order.

If you’ve not received your email within 5 days, and have checked your spam folder – then let us know so we can ensure your email address has been supplied correctly.

NB Ensure you do not select ‘delivery to school’ for your order either, or it will be held until after the earlybird deadline date.

Can I still order my child’s photographs after the deadline date has passed?

Yes of course! You can order photos at any time. The ‘deadine date’ is purely for Earlybird orders. After this date, you can still order for home delivery. Please note that you will miss the Earlybird discount and any free delivery to School options.

Where will my photos appear?

Your photos are held securely in password protected online galleries, only accessible using the image reference number supplied on your proof form, or order email. Therefore, as parents, you have control over who can access your gallery (grandparents, uncles and aunties etc).

We ask all parents for permission to use our best photos on our website and in our marketing, so those you see on our website and social channels appear only with full parental permission.

Your image won’t appear anywhere else to the public, and the original files are held securely in our archives in case of later orders.

If you wish your images to be deleted entirely, let us know via email and we can do this in line with our GDPR responsibilities.

Can my child be photographed in several outfits?

Unfortunately, as we are usually on a strict time schedule, we cannot accommodate more than one outfit per child, although in a Nursery environment, we’re happy to pop on a jumper or similar- especially when we offer Festive photos.

It takes little time to pop a Christmas jumper on for a few photos, but ages to switch from a uniform to party dress! If in doubt, speak to your School or Nursery respresentative.

Why did you change my child’s hairstyle?

Remember, we don’t know your children, and so generally will photograph them as they are brought to us.

We ask School staff to ensure hair is in a style that is usual for each child, and as tidy as possible. We’ll try and tame any rogue hair, but we don’t change the style as we meet them. We’re not hairdressers after all! If you have a specific hairstyle requirement, we suggest you speak to the School or Nursery beforehand, but please appreciate that they’re not hairdressers either!

Do you photograph siblings?

Yes of course! So long as your School or Nursery has arranged for this.

We’ll photograph them individually and together so parents have the best choice of images.

We may be able to photograph cousins and friends too – but only at the discretion of the School, as this can take a significant amount of extra time and leads to lots of requests for the same.

Can I get help with my order?

Of course, we’re always here to lend a helping hand!

If you’re trying to place an online order, then the fastest way for us to assist is to call our helpline where one of the team will happily guide you through the process. The helpline is open from 10am to 4pm Monday to Friday.

Just call: 01276 942042 and choose option 2

Alternatively, you can email help@smilesatschool.com or use our handy contact form . We will try to respond within 24 hours of any email (although we’re usually faster!)

I would rather not pay online, is there another way I can pay?

Whilst online ordering is the simplest option, we understand that not everyone has full access to order online. Our online ordering is fully secure and we only use the safest payment methods.

If you’d prefer to order via post, you can download an order form here and make payment by providing your credit card details instead.

We unfortunately cannot take cheque payments. Cash is accepted, but only if you can get it to us!

Most schools are now cash-free and we do not recommend posting cash.

Is it safe to give my credit card details online?

Yes, we use the most secure encrypted payment methods online to ensure your card details are kept safe. At no point can our staff see your card details.

Can I order from more than one proof card in a single transaction?

Once you’ve entered an image reference number from one of your forms, then simply click the ‘Add more references’ button and enter a reference from your other forms. Once you’ve added all your reference numbers then we suggest using the ‘favourites’ option to choose your favourites. Mixed orders are only possible from images taken on the same photo day.

Can I order a digital copy of a class group photograph?

We do not offer digital copies of group photograph, a standard for the school photography industry to adhere to safeguarding and GDPR laws and due to copyright. You may of course purchase any of our printed products.

Can I order over the telephone?

For child safeguarding reasons, we are unable to take telephone orders for school photos. Please place your order online using the ‘image reference number’ printed on your proof form. If you are struggling to order, call us on 01276 942042 and select option 2. Our team will be pleased to help you.

Can I create my own photo pack using more than 1 image?

We’re proud to be one of the few school photography companies who provide ‘mix packs’ as well as ‘Build your own’ packs.

There are package options which allow you to select more than one of your images. Additionally, you can build your own pack by selecting any images and print sizes and adding to basket.

The more products you purchase, the higher a discount will be applied – up to 30% off our standard prices.

Mix your own packs give you the ultimate in choice, and reduces wastage as you can buy only the prints and gifts you really want, as opposed to the preset options in standard packs.

I am ordering online but require my product to be delivered to an alternative address, is this possible?

We’re happy to deliver your photo orders to any UK address. Simply amend your delivery address accordingly at checkout before making payment.

Where can I find my order number?

Your order number will be detailed on the confirmation email that was sent to you when you first placed your order. Please quote this if emailing us regarding your order as it will help us track down your order quickly.

I have received multiple order forms but I can only see a few photos in my gallery, how can I view the other photographs?

Once you’ve entered an image reference number from one of your forms, then simply click the ‘Add more references’ button and enter a reference from your other forms. Once you’ve added all your reference numbers then we suggest using the ‘favourites’ option to choose your favourites.

We have lost our proof or didn’t receive a proof from the school. What should I do?

No proof? Firstly, check your child’s book bag… you never know… then check with your School or Nursery to ensure they haven’t got your proof ready to hand out – they are busy after all!

If it’s not there, or if you’ve lost your proof then we have a secure ‘lost proof’ process in place to recover your login details securely and as quickly as possible. We cannot start this process without express permission from the School or Nursery, so your first port of call is to contact them to give us the permission we need to pass on the login information. However, the process is quick:

1- Contact the school to check for yuor proof or ask them to give us permission to send you a login

2- The school will contact us

3- We will provide your proof login details via the School

4- With your login details, you’ll be able to view and order photos as normal

Why are there so many photos to choose from…

Well aren’t you lucky! Yes, we don’t skimp on photos and love to give children the time to warm up for those more natural and quirky pics.

With up to 4 photos taken at Schools, and a dozen photos offered for Nursery shoots, we suggest you use the ‘favourites’ selections to choose your shortlist. You’re bound to find one or two you love, and if you love more, then use our build-your-own packages to ensure the best discounts. Of course, if you can’t choose, then our ‘all images’ digital packs are amazing value for money!

Can you remove the background on my photo?

Our photograph sessions are taken on real backgrounds, with real props, as it adds to the fun of the photo day for the children.

We usually also have a plain background options to ensure some variety and choice between the seasonal sets and traditional setup. Unfortunately, we cannot remove a background from a photograph.

How can I pay for my photographs?

You can order your school photos online, paying via Credit card securely using Worldpay (and soon Google Pay and Apple Pay too).

If you prefer, you can download a postal order form and pay with cash via the School, if they have agreed to collect payments. Please check with your School first.

Are your print sizes in cm or inches?

It’s funny how artists, framers and photographers seem to have missed decimalisation! We still deal in old-school inches for print sizes, but it’s easy to convert to cm if that’s your preferred method of measurement.

Here are some standard size approximate equivalents:

• 5×4″ = 12.7cm x 10.2cm
• 6×4″ = 15.2cm x 10.2cm
• 8×6″ = 20.3cm x 15.2cm
• 10×8″ = 25.4cm x 20.3cm
• 12×8″ = 30.4cm x 20.3cm
• 16×12″ = 40.6cm x 30.4cm
• 20×16″ = 50.8cm x 40.6cm
• 30×20″ = 76.2cm x 50.8cm

All our print sizes are standard to ensure you can easily find (or even own already) frames to suit them. Hope that helps!

I don’t understand print sizes. Can you help?

Here are some standard sizes of ours, translated for those who ‘don’t do Inches’!

• 12×8″ = Approximately A4 size
• 10×8″ = Standard photo print size, slightly shorter than A4 on the long side
• 8×6″ = Close to A5 size (think notebook), standard small frame size
• 6×4″ = Half of 8×6″”, nearest to A6 size

My prints have arrived and are not trimmed, and not all are in their mounts. Why is this?

School photographs are a very low-cost way of receiving great photos of your children as they grow up, and amazing value for money when compared to high street photographers or other photo providers. One of the ways we reduce costs is by cutting down on the time to produce your prints. By providing our smaller sizes untrimmed on one larger sheet of paper as printed, and by supplying your mounts separately, we can significantly reduce the amount of time taken to pack the thousands of orders produced every week. It also ensures that your photos arrive in the best condition, as smaller prints can get bent or torn in transit, and there’s a risk of recipients bending them whilst removing from a mount in order to frame them.

Trimming your prints is easy – use a guillotine if possible (or ask your school to borrow theirs!), and prints are easily slipped into the mounts provided. This practice is standard in the School Photography industry, as all suppliers face the same cost challenges to keep your school photo prices as low as possible whilst enabling us to pay a commission to your School or Nursery. If you really feel you cannot accept untrimmed or unmounted photos, then add a note to your online order and we’ll happily trim and mount all prints for you – there may be an additional cost to do so.

I don’t need my prints mounted and don’t want to pay for them.

Most of our prints are supplied with a free cardboard mount to prevent damage in transit and to allow you to display them immediately. We don’t charge for these, but feel that photos are not complete without them! They’re great if sending photos on to family as gifts too. Of course if you prefer not to receive mounts, then feel free to add a comment on your online order and we can omit the free mounts from your order. It will not change the cost to you, however.

How are photos presented?

Most of our prints are supplied with a free cardboard mount to prevent damage in transit and to allow you to display them immediately. Smaller wallet prints and poster prints are the exception, as mounts are not available for these sizes and they’re often not needed. We also offer glass frames for our most popular sizes which are a great ‘slip-in’ style allowing you to switch your photos easily year after year.

What is a ‘license to print and share’?

If you purchase a digital image from us, then it is supplied with a ‘license to print and share’. This license allows you to print as many copies as you wish, for instance creating calendars, cards and other printed gifts, and also to share you image across social media platforms, emailing to family and so on. It allows you to basically use your image as you would like for personal use!

This is not copyright ownership (which remains with us), therefore your license does not permit other usage for commercial gain for instance. This is standard with all photography. Should you wish to use your images for commercial purposes, feel free to contact us and we can discuss purchasing a commercial license from us.

Please remember that copying and sharing group images online is against safeguarding regulations and should be avoided. Also, remember that SMS images are not sized for printing – whilst you can share these at will, if you want a quality print from a digital photo, you must choose the high resolution digital image.

Can I buy glass frames with my photographs?

We offer free cardboard mounts for all our main photo sizes, and glass frames are available in several sizes:

8×6″
10×8″
12×8″ (for group photos)
16×12″

You can add these to your basket online. The frames will then be included in the same delivery as your photographs apart from some sizes which are at risk of damage in the post. These will be delivered separately to your School or Nursery for collection.

Can I buy a digital image?

Digital images from individual and sibling photographs are available for purchase on our website.

We do not offer digital copies of group photographs, a standard for the school photography industry to adhere to safeguarding and GDPR laws and due to copyright.

Why don’t you sell RAW files?

As volume photographers, School photographers do not shoot in RAW format. RAW files are huge in comparison to their jpg counterparts and as we photograph up to 5000+ photos at a large School, or Nursery, storage and write speed is a premium.

In any case, a RAW file is basically the equivalent of a negative, with JPGs files being their print counterpart.

A RAW file has no contrast, colour balance, or sharpness built in – this is done on conversion to JPG.
Providing RAW files would require our customers to convert them to a printable, correctly set, image format – something out of the reach of many who do not have the experience or the correct software.

As with all professional photographers, we will ensure your images are provided at a suitable size and format for any print or sharing use.

What size are your digital files?

All our digital images are supplied as JPEG formats and are between 1MB and 4MB in compressed size.

They are the same files that we use to print photo prints up to 30″” in size, so don’t let the seemingly small size fool you.

Jpeg files are compressed to aid sending over email, storing effectively etc. However, once these files are opened with any photo software, or by a photo printer, they are then uncompressed and will be nearer 25MB+ in size – perfect for high quality prints at around 300dpi.

What are your print sizes?

All of our individual prints are supplied at standard sizes and dimensions, and are quoted in inches.

Sizes start at 6×4″ and range up to 16×12″ for prints.

Unlike some of our competitors, we only offer standard sizes, to ensure that it is easy to get frames for your photos. You’ll probably have some already in your home which are perfect for our sizes.

The only exceptions to this are our smaller wallet prints, supplied in our value packages, and some panoramic group prints where this style is required by the School.

Is there a charge for delivery?

No. Or Yes!

If your School has chosen to offer parents the option for FREE delivery of their school photos back to School, then after the Earlybird discount date has passed, we’ll drop your photo order to School at no charge. Similarly, if you place a larger order for delivery direct to your home, we’ll have it dispatched to you within 2-5 days at no charge! Smaller direct-to-home orders will incur a fixed, low cost delivery charge just to cover our costs.