FAQ

Please find answers below to some of our most frequently asked questions.

Can’t find the answer you are looking for, please contact us.

I placed and Online Order but haven’t received an order confirmation email?

If you’ve placed order online but haven’t received your order confirmation email, in the first instance please check your email Spam folder.

In the event that 3 hours have passed and the email has not been received and cannot be located in your Spam folder, please contact us to confirm that the order has been successfully received.

Oops I’ve forgotten to place my order, can I still order my child’s photograph?

Yes, if you have a Proof Card with a ‘WEB ACCESS CODE’ you can place your late order using our Online Order Form.

Alternatively, contact us with your child’s name, school, class, unique image number (located under image on Proof Card) and the products you require. An e-invoice will be raised and once settled we can ship your products.

Where possible we will return your late order back to the School or Academy, alternatively we will ship to you directly via Royal Mail.

Please Note: There is a £4 Late Fee for all Late Orders, please allow up to 28 days for delivery.

I’ve lost my Proof Card……can you help?

Yes, we can send a Digital Proof Card directly to your email address but we need explicit permission from the School or Academy.

Please contact the School or Academy directly to make the request on your behalf.

What Image Sizes do you provide?

For Individual and Sibling Portraits we supply Frame Ready print sizes; 6″x4″, 8″x6″, 10″x8″ and 12″x8″.

Vista and Team Photos are supplied in 15″x5″ Panoramic.

All images include Strut Mounts and are delivered fully assembled.

I have more than one child, can they have a photograph together?

The School or Academy organises the schedule on the day of the shoot,  please contact your School or Academy directly to confirm.

Can an Image Package contain Multiple Images?

Unfortunately not, an Image Pack is based on a Single Image only.

We have however responded to feedback from parent and carers who have multiple siblings.

As a result we have significantly reduced the buy in price for our single 8″x6″ and 2x 6″x4″ packages.

Who owns the © Copyright of my Images?

Harlequin Photography retains the copyright of any and all images it creates.

Printed images are supplied for your Personal Use Only, Images must not be copied or reproduced and cannot be used for any type of Commercial Use.

When purchasing Digital Images you are hereby granted license to use the image for Personal Use Only.

Can you edit my Childs photo?

Here at Harlequin we take a common sense approach to our work and we truly value your custom. Therefore we are happy to make minor edits to images under extenuating circumstances. For example; if your child has a cut or bruise that would otherwise ruin a perfectly good photo.

If you would like us to make an edit please opt to pay by cash, include a note inside your Proof Card envelope with your edit request and return to school.

What payment methods do you accept?

For paper based orders where you are returning your Proof Card to school, we accept Cash only.

You can Order Online using a Credit or Debit Card (Visa, MasterCard & American Express).

CHEQUES NOT ACCEPTED.

Do you accept Cheques?

Harlequin no longer accepts cheques as payment.

You can opt to pay by cash if returning your Proof Card directly to the School or Academy.

Alternatively you can Order Online using a credit or debit card.

Why does my Print Pack say (NO PC)?

No PC indicates that the Proof Card was not returned to school inside the order envelope.

As per the instructions on the Proof Card, please return your Proof Card along with payment to school by the return deadline. Alternatively you can order online using a credit or debit card.

In the event we cannot contact you and the school is unable to clarify your order, we will make an educated guess based on the information on the order envelope.

In the event you receive an incorrect order as a result of not returning the Proof Card correctly, reprint and postage fees will apply.

Why do I have to pay a £4 Late Order Fee?

We start processing school orders immediately after the Online Order and Return to School Deadline.

Any late orders need to be processed, printed and dispatched separately.

I’m having difficulties placing an Online Order

If you are experiencing difficulties placing a web order, please ensure you are entering your ‘WEB ACCESS CODE’ correctly.

Harlequin uses Square as a payment processor, if you have submitted an Online Order and then experienced issues please check your emails to see if you have received an order confirmation. If you have received an Order Confirmation email your order has successfully been received and no further actions needs to be taken.

In the event you have submitted an order and have not received an order confirmation please contact us so we can assist.

I haven’t received my order or my order is incorrect?

Oh dear, please contact us and we will do our best to put this right for you.

Please include full details of what you have or haven’t received.

I haven’t received my Digital Order?

We typically send digital images within 24 hours of the physical print products being returned to school. For late orders submitted after the return deadline you will need to allow up to 28 days for your order to be processed.

If this time has lapsed and you still haven’t received your order please check your email Spam/Junk folder or contact us.