Question 1

My Username/Password doesn't work.

Accepted Answer

Please check to make sure you are entering your details accurately and there are no additional spaces either end.

Question 2

How do I group my order together to avoid paying postage for each order?

Accepted Answer

Ordering from multiple proof cards is no problem. Our ordering system works automatically by adding your packs together. Simply submit your details from your first proof card online, open the online ordering link from your email and add the required packs to your shopping cart. Then use the same email address with remaining proof cards and your packs will be added to the original shopping cart automatically. Once happy you can then proceed to checkout.

Question 3

I’ve got 2 multi pose proof cards; can I mix packages with 1 photograph from each card?

Accepted Answer

Unfortunately as the laboratory works on an automated system, it is not possible to mix photographs from different proof cards.

Question 4

Can I mix and match a pack from different proof cards?

Accepted Answer

Unfortunately as the laboratory work on an automated system, it is not possible to mix packages from different proof cards.

Question 5

How long are images available to order online?

Accepted Answer

We keep images available online for 12 months. If you are looking to order older photographs, please contact the photographer to discuss what we they can do to help.

Question 6

When will my order arrive?

Accepted Answer

If you have ordered for delivery direct to home your order should be dispatched within 3-5 working days however gift items may take a little longer (Please allow a further 14 days for delivery). If you have ordered to collect from school your order will arrive with the main school batch, usually 7-21 days after the closing date on the card.

Question 7

Can I order a different size?

Accepted Answer

As our system is automated we can only produce the sizes on the website from Internet orders.

Question 8

How do I change my order?

Accepted Answer

Your order is printed automatically when it is received so it is not possible to change it.

Question 9

I don’t have a PayPal account, how do I pay?"

Accepted Answer

You don’t need a PayPal account, PayPal act as a merchant service and you can pay using a credit/debit card. If PayPal is not allowing you to checkout as a guest and use your card then please try using a different device or computer.

PayPal uses cookies and therefore knows if your device has used their service before. If your device has used PayPal then unfortunately you can not use your card to complete your purchase.

Question 10

I haven't received my digital download

Accepted Answer

Please check your spam inbox and also the email address associated with your PayPal account.

Question 11

How do I save my digital download as a JPEG?

Accepted Answer

Your JPEG image/s are embedded within the ZIP format. Simply open the ZIP link to download/unpack your JPEG images. Each image contained within the ZIP package has a copyright waiver message embedded (meta data), giving permission for personal use.   Some tablets and phones are unable to save JPEG images to their photos from a ZIP format without the help of an App. Please read the instructions below on how to do this.

Visit the IOS App Store and download iZip (Free). Once downloaded go back to your email and press the (ZIP Format) link, this will open Safari and give you the option to “Open in iZip”. Press this and click “OK” to extract your images. Once extracted you can then select your image/s and press save at the bottom right of your screen.

Visit the Play Store and download WinZip (Free). Once downloaded open the app, allow access to your photos and press “Try Free”. You can then go back to your email and press the (ZIP Format) link, this will open your web browser and give you the option to “Open in WinZip”. Once open you can then select your photograph/s and save them to your device.

Question 12

Why does my order page not work?

Accepted Answer

Occasionally the encryption used to protect your page becomes corrupted; this can result in the page not being displayed correctly, if this occurs please re-enter your username and password to generate a new ordering link

Question 13

I haven't received my order

Accepted Answer

We're sorry to hear you haven't received your order. Please send an email to support@picturemailorder.co.uk with your order reference number and we'll get back to you as soon as possible.

You can find your order reference number on the confirmation email we sent you after ordering. It looks something like RC12345678. You may be able to find something similar on your PayPal receipt, this is also your order reference number.

Question 14

My online ordering link is expired

Accepted Answer

Please resubmit your username and password into our system and open a new link.   If you no longer have your username and password, please forward your expired link or send a copy of the URL to support@picturemailorder.co.uk and we'll resubmit your username and password for you.

Question 15

I can't purchase a digital download of my group photograph

Accepted Answer

Unfortuantely we are unable to offer digital downloads of group photographs.

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