FAQs

Parents/families with more than 2 children who place an order for the either the Complete or Premium packages will only need to pay for the first 2 children’s packages. The 3rd and 4th child are automatically free!

Please note:

• Family discount is NOT offered to all schools and is only offered where Leading Image and the school have agreed on the package choice.
• Family discount is ONLY available to orders placed online before photo day.
• Orders placed after photo day will NOT be entitled for any discount.
• Family discount will be automatically calculated when you place your order online under 1 transaction.
• Family discount is only available on select packages.
• Family discount applies only to packages for the 3rd and 4th child.

We offer a full money back guarantee if you are not happy with the finished product. Simply return the product within 7 days of receiving for a complete refund. This does not apply to ‘FREE’ packages supplied with the family discount.

Please note:

• No refunds are given on digital products that are emailed out.
• No refunds are given on family discount products.
• No refund is offered once you have downloaded the FREE download.
• No refunds are given until the product has been returned.

Not at all. Children who did not order on photo day will receive a second chance bookmark which allows ordering after the photos have been delivered, at no extra cost.

On this bookmark will be your child’s unique access key which is valid online for 6 months, providing plenty of time to order online.

Once a booking has been made things will go a little like this:

• We confirm your booking with a letter outlining the date and time of the agreed school photo shoot.
• Approximately 5 weeks before this agreed date, we will contact the nominated school office person in order to collect the student data details (Cases21, EDSA, Maze# or similar details) in order to provide the order key.
• With 1 week out we will phone your photo co-ordinator to ensure all is on track and answer any questions that might need attention.
• Photo day we will arrive approx 30-40 minutes prior to the agreed time. This allows time for us to set up our studio.
• The photo schedule is set by the school. If you need help, we will work on this prior to the day. On photo day we will work through the schedule, we photograph every student whether they are ordering or not.
• Once complete, we will go away and process all photos. The finished product will be returned within 21 days – the photos will be presented in class lots for easy distribution. Those who ordered on photo day will receive their product and those who did not will receive a complimentary second chance bookmark which allows them to place any orders directly throught the website for up to 6 months (from photo day) if they wish.

Parents are encouraged to contact us directly if they have any concerns from here on, so technically it’s back to normal for the school and we get to do it all again the next year

You can place an order online using either your child’s unique access key or via the school’s generic access key if they have chosen this path. Every school is different BUT check your school’s newsletter or notice board at the office.

Sometimes schools hand these out separately from the individual photos. Please check with the school office or class teacher.

If you ordered online, please contact us for a full refund.

Generally the answer is no and it is very rare for this to be done and it is always at the school’s request. The cost of this is at the parent’s expense and final vito is Leading Image.

The access key is not single use. It can be used many times for any family member. If a separated family orders for 1 child the 2 packages will be sent to the school office to distribute to the correct parent.

We can not accept individual parent requests on name changes. We go strictly by what the school supplies and advises. We suggest that you contact the school and discuss the change with them and ask them to advise us.

Please note:

• If the product has already been produced, any change is at your cost if it is approved by the school.
• ALL changes are only accepted if they are issued by the school.

Place your order before photo day and your photos will be delivered in bulk to the school.

Please note:

• If you are ordering via our 2nd chance system your order is handled individually and not in bulk and will be posted direct to your nominated address. This will add a postage and handling fee to your order.
• If you are placing an online order for special groups, these will be mailed individually to your nominated address.
• You can NOT collect your order from your local branch.

Postage Costs:

• The postage cost is very minimal and we are mindful of ensuring this is not excessive. It is per order and not per item.
• Factors in postage are: Post, handling/labour and packaging.

The Photobook or Master Presentation folder is how your school has decided to present their class or group photos. The final layout of the booklet can be decided by your school. The booklet though will include a copy of your child’s portrait and their class mates and a class photo in the layout chosen by the school.

*Group style chosen by school

Inside your hard copy satchel is a small blue piece of paper called the ‘reorder form’. On this reorder form is your child’s unique access key along with instructions on how to download your image

To download your digital file, visit our website, click on ‘download your digital file’ and enter your child’s access key which acts as the password. Your image will then appear with a button to click to download to your device.