Most frequent questions

FAQ topics

How long does it take for my photos to be delivered?

Most orders are dispatched in 2-3 working days, however during our busiest periods please allow up to 28 days for delivery.

How long do photos stay online for after the event?

Photos will stay online for 5 years.

Are digital images emailed instantly?

If you place an order for digital images via email these are usually sent within 1-2 working days.

What is the difference in the frames you offer?

When you select your frame if you click on the '?' you will then see a written description of all the framing choices available.

What happens if my order has been returned to you from Royal Mail?

If your items are returned to us as it was ‘not called for’ or ‘address unknown’ we will contact you once it is received back at our office (this can take up to 28 Days due to Royal Mail’s terms & conditions). There will be an additional P&P charge to be paid to resend your items a second time.

Can we add text onto a photo?

A number of our products allow you to add text when you place your order.  However, if you have a special request on any other products you can email orders@dephoto.co.uk with your order number and request the text you wish to be added. If it is possible we will confirm by email. PLEASE NOTE:  We copy and paste the text you have requested, so please check it is correct!

My order has arrived damaged what do I do now ?

Please email post@dephoto.co.uk with your order number and a photo of the damage as an attachment, we will resolve this issue for you ASAP.

I purchased a product on-site and there is a spelling mistake / damage what do I need to do?

This will need to be replaced by the franchisee who covered the event. Please feel free to contact post@dephoto.co.uk with the event details and we can give you the correct contact details who will be happy to resolve for you.

Where is my order, the status says ‘Awaiting Response’?

This means that we have emailed you with a query and are waiting for a response before we can continue.  If you cannot find the email we sent, please check your spam or email orders@dephoto.co.uk who will be able to help.

Can we trust your photographers?

Of course. All our photographers and site support staff have DBS enhanced level disclosure and years of experience working with children of all ages. They are also all trained to our own Code of Ethics to ensure they work to the high standards you’d expect.

Will we receive a CD with all the photos on?

Yes. If required, your school will be provided with a complimentary CD featuring all the shots from our time with you. These can be automatically added to your school system. 

Please note that SIMS users will require a licence file from Capita to enable the CD to populate your database automatically. Please contact the CAPITA help desk on 0844 892 2407 regarding licence fees.

Will we need to count any money from parents?

Not at all. We provide each child with a unique link through which family and friends can order photos directly through our online ordering system. This means no cash handling or heavy administration for you.

What kind of photos do you take?

We take group photos of whole classes, families and siblings as well as individual pupil portraits. For the individual portraits, we take a range of traditional and expressive shots against different backdrops to give parents a range of options to choose from. We would usually provide three photographers at every shoot and two backdrops in use at all times, we can photograph two pupils at a time. This means we get multiple shots of each pupil in the same time a usual shoot would take.

Do you offer commissions to Schools?

We do indeed. To find out more, email schools@dephoto.co.uk or call 01342 894519.

How can we make a booking with DE Schools?

To book with us, email schools@dephoto.co.uk or call 01342 894519. We’ll be more than happy to help.

How long do photos stay online for after the event?

Photos will stay online for 5 years.

Do you have any valid discount or coupon codes ?

We run promotional codes for special occasions i.e. Mother’s Day, Father’s Day & Christmas.  The best way to find out when promotional codes are running is to follow us on Facebook & Twitter:

Can we trust your photographers?

Of course. All our photographers and site support staff have DBS enhanced level disclosure and years of experience working with children of all ages. They are also all trained to our own Code of Ethics to ensure they work to the high standards you’d expect.

I've lost my unique log in details to access my child's photos. Can I still order them?

Yes. Just email orders@dephoto.co.uk or call 01342 894009 and let us know. We’ll solve the problem from there.

Is there a deadline to order my child's photographs?

If you wish to receive your child’s photos via their school, there is a cut-off date after which orders would be charged postage and packaging. This is usually around two weeks after the photoshoot. However, if you’re happy to have the photos to be delivered directly to your address, you can do that at any time by ordering online, subject to a small postage and packaging charge.

Can my child be photographed with other family members?

Yes. We take family group and sibling photographs. Just make sure this is arranged with your child’s school beforehand.

How long do photos stay online for after the event?

Photos will stay online for 5 years.

Do you have any valid discount or coupon codes ?

We run promotional codes for special occasions i.e. Mother’s Day, Father’s Day & Christmas.  The best way to find out when promotional codes are running is to follow us on Facebook & Twitter:

Can we trust your photographers?

Of course. All our photographers and site support staff have DBS enhanced level disclosure and years of experience working with children of all ages. They are also all trained to our own Code of Ethics to ensure they work to the high standards you’d expect.

How can we make a booking with DE Photo?

To book with us, email post@DEphoto.co.uk, fill in our online booking form, or call 01342 894519. We’ll be more than happy to help.

Do you offer commissions to Clubs?

We do indeed. To find out more, email post@dephoto.co.uk or call 01342 894519.

Can I get an event code to access the photos?

Yes, if you could please email post@dephoto.co.uk and we can send you the correct link and code or call 0333 600 1020

How long does it take for my photos to be delivered?

Most orders are dispatched in 2-3 working days, however during our busiest periods please allow up to 28 days for delivery.

How long do photos stay online for after the event?

Photos will stay online for 5 years.

What is the difference in the frames you offer?

When you select your frame if you click on the '?' you will then see a written description of all the framing choices available.

Do you have any valid discount or coupon codes ?

We run promotional codes for special occasions i.e. Mother’s Day, Father’s Day & Christmas.  The best way to find out when promotional codes are running is to follow us on Facebook & Twitter:

I purchased a product on-site, can I order more?

Yes, you can. All the photos will be on the website. If you want to duplicate a photo purchased onsite we will need a copy emailed to us orders@dephoto.co.uk so that we can replicate it as close as possible.

I purchased a product on-site and there is a spelling mistake / damage what do I need to do?

This will need to be replaced by the franchisee who covered the event. Please feel free to contact post@dephoto.co.uk with the event details and we can give you the correct contact details who will be happy to resolve for you.