Frequently Asked Questions

1. Is retouching of my images included?

Basic retouching (which includes blemishes, redness, stray hairs, teeth whitening, etc.) is complimentary. The images shown in your gallery have already been edited.  Any custom editing beyond what has been applied may be subject to an additional fee.  Moles and scars are not removed unless requested. 

2. Is the logo (watermark) going to be removed from the image?

Of course! The watermark is only used to protect images against illegal downloads.  Your purchased images will not bear a watermark.

3. How long will it take to receive my images?

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. Digital downloads are available immediately after your order is placed and payment is received.  Orders which include paid shipping directly to you are processed within 5-10 business days after your order is placed.  Orders which include free shipping to your school are processed in bulk 5-10 business days after the order deadline. Delivery time may also vary depending on the type of products ordered.

4. I received a card with an access code - how can I order my photos?

If you have received a card with a personal access code, go to the "Login" page, enter the access code and click on "Open Album."

5. 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.

6. 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."

7. What is the quality of prints, posters, 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.

8. Can I crop the images?

Yes. You will find this option within the shopping cart. 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. Digital downloads are not able to be cropped.

9. 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 cart." When you have placed all of the photos you like into your shopping cart, click "Cart" on the top right of the screen and follow the instructions.