Frequently Asked Questions


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.


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.


I want digital copies of the images is this possible?
Yes we offer lots of download options! If you order downloads your images will automatically be processed for jpeg downloads. If you can’t download your images straight away you will receive an email letting you know when they’re ready. You receive full personal rights to print these images for personal use only (they can not be used for commercial/ marketing purposes).


I want to order multiple prints do you have any package options?
We have lots of print and download packages available. When viewing and ordering your images be sure to click on the packages tab to view all products/ packages available.


I’m trying to order a package including photos from two albums - Can I do this?
Yes this is possible providing the albums are under the same access code! In order to order a package which includes images across two albums e.g. portrait photos and action shots you first have to add your images to your wish list. To do this simply select the images you’d like to order and click on the heart icon to add to wish list. Once all desired images have been added, go to your Wish List in the top right corner of the page from here you can order your package.


What is the quality of prints, posters, etc.?
We are committed to offering only the highest quality. All our prints follow a triple check system and our production team follow strict quality guidelines. 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.
*Please note action shots from shows have extremely variable lighting which is unfortunately out of our control. Our photographers aim to get the best photos possible but sometimes the quality of the photos are lessened due to low lighting. Our production team do their best efforts on post production to increase the quality of these images for you but we strongly recommend not ordering prints bigger than 9”x6”.


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. Our production team crop the photos to ensure the best quality when the photos are printed, it is at your own risk if you crop an image significantly, especially action shots.


I rarely order online - how can I order my photos here?
Select a photo that you like from your album and click "Order photo.” Then select the product of your choice, enter the desired quantity and click on "Add to basket". When you have placed all of the photos you like into your shopping cart, click "Basket" on the top right of the screen and follow the instructions.


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 login 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 is dependent on the payment/ delivery method.
We aim to have your order processed and shipped within 5-7 business working days. All our orders are sent 1st class by Royal Mail.
Orders which include free shipping to your school/ nursery are processed in bulk 5-10 business days after the order deadline. This means your order won't be sent back to your school/nursery until after the deadline has closed. If you order after the batch shipping deadline delivery fees will occur for your order to be sent directly to you, your order will be processed in 5-7 business days and is sent 1st class by Royal Mail.
Delivery time may also vary depending on the type of products ordered. For example larger prints/ canvases take longer to process.


Is it possible to place a single school photo order for multiple siblings?
Yes! Click on "Enter another password," under the password 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’m having technical difficulties - Can I speak to someone that can help?
Of course, our team are on hand to help! You can either email us at info@carmeljane.co.uk we aim to respond to emails ASAP or you can contact us by phone 01277 822674 - office open Mon-Fri 9am-4:30pm.