Some frequently asked questions. Can’t find the answers you need, please contact our friendly customer service team on 0116464387 or email info@eprints.co.za Frequent Website Questions: How do I link my other child or family photos to “My Account”? Once you have logged in click the “Link Sibling Code” button and enter your other child’s unique code (which would have been emailed to you), your children will be linked to your account. This will save you time and money when ordering because it will all be added to one courier fee. Do I have to order a package? No, package deals are not your only option, click “Prints & Gifts” for a multitude of options in print sizes and gifting options, check back frequently as our gifting variety will change from time to time. When placing your order, please ensure it looks exactly how you want it, what you see is what you get! When selecting a group photo from prints & gifts, be sure to order the size where you can see that the photo fits. If the photo is cut off on the sides, that is how it will print. Why can’t I get a group/class photographs digitally? In our commitment to protecting your children we are not permitted to digitally distribute photographs of anyone’s children, so group and class photographs are not sent digitally. How do I get/download my digital image? Please login to the webshop. Click on your name in the top right of the page and choose 'My Account'. You should see a tab labelled "Digital Files", any items available for download will be there. Group photos are not available digitally due to the Popi act. There are 2 ways to download your purchase - click the "Download Images" button which will create a zip file containing all the photos in one download, or by clicking on each photo individually which will download the image as a JPG file ready to view. Do NOT download the images using the "Save Image As" menu option, you will receive a low resolution, watermarked image if you do this! If you download all images in the zip file, it is recommended that you "unzip" (extract) the images before attempting to view them. We have noted a number of customers are using a program called WinRAR which may prompt for purchase - this is a request from the application vendor for payment, not eprints! But most current windows versions have extraction built-in, you can still extract and view/use your images. NOTE: Downloads are often stored in your downloads folder for windows users Is it possible to add different children to a cut sheet? Yes, it is! Simply select your cut sheet, select the image you would like in each spot on the cut sheet. First, select the place on the cut sheet, second select the image and click “insert image”, then select next image place on the cut sheet, select your next child from the “your picture sets” drop-down bar, select the desired image and “insert image. You can also drag the preferred image into the cutout. When placing your order, please ensure it looks exactly how you want it, what you see is what you get! When selecting a group photo, be sure to order the size where you can see that the photo fits. If the photo is cut off on the sides, that is how it will print. Can I order photos from previous years? Yes! If they not already on your profile, please contact our customer service department on 0116464387, or send an email (info@eprints.co.za) with your child's name, school, grade and year you want photos from. What methods of payment do you accept? We accept EFT, Credit & Debit card payments, and “Scan to pay” on the website via the secure Payfast gateway. I haven’t received my order yet, or my order is incorrect, what should I do? Please contact our customer service team on 0116464387 or email us at info@eprints.co.za If you placed your order online, please have your order reference number ready to assist our team. This number can be found in the confirmation email you received after placing your order. Please also check that any "missing photos" are not in other orders that you have received. Can I order additional photographs? Yes! You can place an order at any time using our online ordering system. Once you have created your unique account with us you can log in and place orders at any time. If you have any queries, please contact our customer service team on 0116464387. Frequent Shoot Day Questions: I haven't received an SMS or Email about viewing my child's photos. Typically you will be notified within 3 weeks of the last day of photography. For some schools, photography may be spread over several weeks and there is often much to do before the images are made available. I lost my child’s order envelope and need the code to order online. If you have lost your order envelope (not all schools will receive these envelopes, normally you would receive an SMS or email access to images) please contact our customer service team 0116464387 or info@eprints.co.za Do I have to return the order flyer to my school if I place an online order? No, we take portrait images of all children and will have your order details in our system. Can I order and pay for my school photos online? Yes! Our online ordering system has been tried and tested for many years and we ensure that our system is POPi compliant which means that your details and payment information are safe and secure. We accept EFT, Credit & Debit card payments, and “Scan to pay” on the website via the secure Payfast gateway. Will I be able to view my images before purchasing my photo packages? Yes, if you have registered using the Code supplied on your child's flyer/school communication you will be notified once the photos are ready to view and order. Please note that a refund cannot be issued once a digital portrait has been downloaded. When placing your order, please ensure it looks exactly how you want it, what you see is what you get*! *Note, the group photo design is determined by the school and the layout of the copy you receive may vary from that displayed at the time of ordering Do you take sibling photos? Yes, if your school has opted to have sibling photos taken on photo day, typically they are loaded to one of the sibling’s profiles. If your sibling images are not available on either profile, please contact us at info@eprints.co.za. What should I do if my child is absent on photo day? We offer “absentee” days at all schools. Please enquire either with us or the school on when the backup shoot day is. Please note that group photos are not retaken.