Frequently asked questions

Almost always this means the photos on screen are not yet linked to your purchase — not that you are being charged twice.

• Open your original link or code again. Opening the gallery fresh, rather than from an old browser tab, usually reconnects the purchase.
• Use the same device and browser you bought on, if you can. Your purchase is remembered there first.
• Check the email receipt from your purchase. It often contains a direct link straight to your photos.

If it still asks for payment, send us your receipt or order number and we will connect the purchase to your photos. You will not be charged twice — and if a duplicate charge did happen, tell us and we will sort it out.

Start with these, in order:

• Check spam, junk and promotions. This is where it turns up most often.
• Search your inbox for the word "photos" rather than scrolling — the sender name may not be what you expect.
• Check for a typo in the address given at the time. One wrong character is enough.

You do not need the email to see your photos. If you have your photo code, you can go straight to the gallery and enter it. If you do not have the code either, contact us with the date and location of your visit and we will help you find them.

A watermark means the photos being shown are still the preview versions, so the purchase has not been matched to them yet.

• Reopen the gallery from your receipt link or your photo code. That is usually all it takes.
• Download the file rather than saving the picture from the screen. A screenshot or a long-press save keeps the preview watermark; the download does not.

If the downloaded file still carries a watermark, send us your receipt and we will fix it and get you clean copies.

The fastest route is your photo code — the number printed on the card or receipt you were handed when your photo was taken. Enter it on the home page and your gallery opens.

• Just had your photo taken? Photos are not always online immediately. Allow up to 24-48 hours before worrying.
• Typing the code carefully? Codes can mix letters and numbers, and a capital O and a zero look alike.

No code? Contact us with the date and the location of your visit and we will look them up for you.

Your photo code is the short code that opens your gallery. It is usually six or more characters and may mix letters and numbers.

Look for it on:

• the printed card or ticket handed to you when your photo was taken
• your paper or emailed receipt
• a sticker or tag attached to a print or folder

Someone else in your group may be holding it — it is normally given out once per group.

A code that will not open usually comes down to one of these:

• It is too soon. Photos can take up to 24-48 hours to appear. The code often exists before the photos do.
• Look-alike characters. Capital O and zero, capital I and the number one, and the letter S and a five are the usual culprits.
• Extra spaces. A space copied in from an email will stop it matching.
• It is a different kind of number. An order number or receipt number is not the same as a photo code.

Still stuck? Send us the code exactly as printed, plus the date and location of your visit.

Usually, yes. The more of this you can give us, the faster it goes:

• the date of your visit
• the location where the photo was taken
• roughly what time it was
• how many people were in the photo

What people were wearing genuinely helps too — it is often the quickest way to pick the right photo out of a busy day.

Galleries stay online for a limited time and then close, and the exact window is set by the photographer for each event. If your gallery is still open, the page will say how long you have left.

Anything you have already purchased is yours to keep. Download your files and save a copy somewhere safe — a computer, or cloud storage — rather than relying on the gallery staying open.

If your gallery has already closed, contact us. We cannot always recover photos once the window has passed, but it is worth asking.

Open your gallery, then use the download option on a photo — or the download-all option, where the photographer offers one.

• On a computer the files go to your Downloads folder.
• On an iPhone or iPad they usually land in Files, or in Photos if you choose to save them there.
• On Android look in Downloads or your Gallery app.

Use the download option rather than screenshotting or long-pressing the picture — those keep the on-screen preview quality and its watermark.

• If it stopped part-way, download it again on a stable connection. An interrupted download leaves a file that will not open.
• If it is a zip file, your phone may need to unzip it first, or it may be easier on a computer.
• Try a different browser if one keeps failing.

If it still will not open after a clean retry, tell us which device and browser you are using and we will get you a working copy.

We will put this right. Please send us:

• your receipt or order number
• how many photos you expected, and how many arrived
• anything that identifies the ones you wanted — the date and location, and who was in them

Sometimes a group has more than one gallery from the same visit and the photos are simply under a different code, so it is worth mentioning if others in your group were photographed separately.

When you buy digital photos you can normally share them with family and friends and print them for your own use. Posting them on social media is fine.

What is not included is commercial use — selling them, or using them to advertise something — unless the photographer has agreed to it separately.

For printing, use the downloaded file rather than a screenshot; it will look markedly better.

Digital photos are available straight away in your gallery — there is nothing to wait for.

Printed products are produced and shipped by the photographer, so the timescale depends on the product and where it is going. Your confirmation email is the best guide, and it will carry tracking once the order ships.

If your order is past the date you were given, send us your order number and we will chase it.

Contact us as quickly as you can with your order number. Whether an order can still be changed depends on how far along it is:

• Digital photos are delivered immediately, so there is usually nothing to cancel — you already have them.
• Printed products can often be changed before they go into production, but not after.

Tell us what you would like changed and we will let you know what is still possible.

Refunds are handled by the photographer who took your photos, and their policy is theirs to set — so the quickest route is to tell us what went wrong.

Before you ask for a refund, it is worth checking whether the problem is one we can simply fix: being asked to pay twice, a watermark on a purchase and a missing email are all common, and all fixable without a refund.

Send us your order number and a short description of the issue and we will take it from there.

Yes. Payments are handled by established payment providers, and your card details are entered directly into their secure form rather than being stored by us.

The connection is encrypted throughout — your browser will show a padlock in the address bar while you are paying.

Enter it in the coupon or promo code box at checkout, before paying, and the discount will show in your total.

If it will not apply:

• check it has not expired
• check it applies to what is in your cart — some codes cover only certain items
• enter it exactly as written, with no extra spaces

If it still will not take, send us the code and we will look at it.

Check spam and junk first — receipts land there more often than anywhere else.

If it is genuinely missing, we can resend it. Send us the email address you used, the rough date and amount, and the location of your visit, and we will find the order and send the receipt again.

Of course. Contact us and ask for your photos to be removed, and include the date and location of your visit, plus your photo code if you have it.

We will confirm once it is done. If you have already downloaded your photos, those copies stay yours — removal only affects what is online.

Allow 24 to 48 hours. Most galleries appear well within that, but busy days and large events take longer to process.

Your photo code works as soon as the photos are live, so it is worth trying again the next day before contacting us.

If it has been longer than two days, get in touch with your date and location and we will check on it.

Yes. Your photo code works on any device — phone, tablet or computer.

If your purchase is not recognised on a second device, open the link from your emailed receipt on that device; that reconnects the purchase.

Downloading on a computer is often easier for large sets, and you can copy the files to your phone afterwards.

Absolutely — use the support form on this page and a real person will read it and reply by email.

It helps enormously if you include:

• your photo code, or the date and location of your visit
• your order number or receipt, if the question is about a purchase
• what you have already tried

That usually turns several back-and-forth emails into one reply that actually solves it.