Frequently Asked Questions
Is it possible to place a single order for multiple siblings?
Yes! Click on "Did you get another access code?" under the main menu "Login". You can enter up to five access codes at the same time. This way you will have access to all available photos. You can combine the order and save on shipping costs.
I received an access card with an access code - how can I order my photos?
If you have received a access card with a personal access code, go to the "Login" page, enter the access code and click on "Open Album."
I received an email with login information - how can I order photos?
After you have placed an order or registered with the online shop, you will receive an email with login credentials. Using your email and the new password, you can use the "Customer Login" to enter your personal gallery, order photos and check the status of your orders.
Where can I see the status of my order?
The easiest way is to click the link within your order confirmation email. Alternatively, you can log in with the password and email address you received via email. Once you’ve logged in, your order details can be found under "My Account".
How long will the delivery take?
The delivery time depends on the payment, the products you’ve ordered and delivery method. The payment must be confirmed before your order can be processed. Orders which include free shipping to schools are processed in bulk 7-14 business days after the order deadline. Delivery time may also vary depending on the type of products ordered.
Is the logo (watermark) going to be removed from the image?
Of course! The watermark is only used to protect your work against illegal downloads.
What is the quality of prints, posters, products etc.?
We are committed to offering only the highest quality. If you are not satisfied with the quality of your photo products, please feel free to get in touch. We are devoted to your satisfaction.
Can I crop the images?
Yes. You will find this option within the basket. If you crop the image, an enlargement of the selected area is created. Look for the stars which indicate whether the photo's resolution is sufficient for the enlargement. If ordering Mounted prints, please ensure you leave enough space around the edges to ensure wanted parts of the print are not hidden in the Mount.
Can I buy part of a pack, or swap items between packs?
All Packs are fixed and you will not be allowed to swap items or use different images in certain PACKS.
Some of our Packs will allow you to select different images to create the Pack
These have been arranged with the school to allow us to offer you the best possible value.
Can I buy a Digital Download of the Group photograph(s)
No. No Group or Class photographs will ever be available for digital download or be included in a Download Pack.
Can I change the products in my basket?
Yes. You can choose to modify/remove each photo/product in the basket, until you decide to pay, at which point you will be transferred to the secure payment gateway.
Can I still order after the School/Nursery deadline?
Yes. You can order any time until the images are archived.
If your nursery/school is using our online service, you can use this to order and pay the postage and packing costs for delivery direct to your home.
If your school/nursery is using the Order Form only, please complete the form and post it to us together with your payment including the ‘Late Order P&P charge’.
When is the school/nursery deadline date?
This is the same as the Final date set for the option to receive free delivery to the nursery/school.
Or - please contact your school/nursery to establish this.
How do I select the option to get free delivery to my School/Nursery?
If you have not missed the school/nursery deadline, then this option will be available at the checkout stage.
Is it safe to give my credit card details online?
Yes. We use one of the industrys most secure online payment gateways.
You will see the secure padlock at the top of the page as you move into the checkout process.
How do I know my online order has been processed successfully?
We will send you a confirmation email to the email address you provided when you ordered.
When will my order arrive?
• If you ordered via the school using the Order Form, your photos will be delivered to the school within 14-21 days after their deadline date.
• If you ordered online before the deadline date and chose to have free delivery to the school/nursery, your photos will be delivered to the school within 14-21 days after their deadline date.
• If you ordered online before or after the deadline date and paid for the postage, your order will be dispatched within 7-14 days of successfully placing your order to the address supplied.
Postage
• All standard orders are delivered using 2nd Class UK Royal Mail
• The normal delivery time from dispatch to your door is 2-3 working days, however delivery times can be up to 7 working days from dispatch at UK Royal Mail's peak times.
• All standard dispatch and delivery times are given as estimates, we cannot guarantee exact delivery times.
Our postage and packaging options are as follows:
UK Royal Mail Delivery - £4.29 to 8.99 dependant on product(s) bought
• Average dispatch time: 7 working days (maybe longer at peak periods)
• Average delivery time from dispatch: 2-3 working days
Europe Delivery - £10.00
• Average dispatch time: 7 working days (maybe longer at peak periods)
• Delivery time: Up to 10 working days
Worldwide Delivery - £15.00
• Average dispatch time: 7 working days (maybe longer at peak periods)
• Delivery time: Up to 10 working days
Who do I contact if I have a query about my order?
If the Terms and Conditions, Refund Policy and FAQ's do not address your queries, please email us at: sales@capturedmomentsphotography.co.uk or phone us on 020 8207 1971, we will try to help you.
Will the watermark be removed from the photos that I order?
Of course! Watermarks are only to prevent unauthorised downloads and screenshots.
