We have answered some of our most frequently asked questions below, if you require further assistance or can’t find the answer to your question contact our friendly customer service team on 1800 032 028 or send us an email This email address is being protected from spambots. You need JavaScript enabled to view it.

Family FAQs

Do your photographers have a ‘Working with Children’ check?
Yes, it is one of our company policies that all photographers have their “Working with Children’ accreditation.

What should I do if I have lost my order envelope?
We have provided some extra order envelopes to the school office, you will be able to collect a replacement from your school’s office. Alternatively, you can contact our customer service team on 1800 032 028.

I lost my child’s order envelope and need the code to order online.
If you have lost your order envelope you can contact your child’s school for the code or collect a spare envelope from your school’s office. If you are still having some issues, please contact our customer service team 1800 032 028.

What methods of payment do you accept?
If you are placing your order via envelope we accept cash, cheque and credit card. If you are ordering online using our secure gateway we accept both Visa and Mastercard.

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 PCI compliant meaning that your details and payment information are safe and secure.

Do I have to return the order envelope 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. We do ask that if you have ordered a family photo that you record your order number on the family envelope and return it to school on photo day.

I am unsure how to fill out the order form, can you help me?
If you are unsure on how to fill out your order form, please contact our friendly customer service team. Alternatively, you can place your order online here.

Will I be able to view my images before purchasing my photo packages?
No, however all of our prints come with a 100% money back guarantee, so if for some reason you are not happy, please contact our office for a full refund or to arrange a time for a retake. Please note that the money back guarantee is not valid once a digital portrait has been downloaded. Please ensure you are happy with your prints BEFORE downloading your images.

Do you take sibling photos?
Yes, if your school has opted to have family photos taken on photo day.

How do I order a sibling photo?
To order your sibling photo you can simply complete the sibling order envelope and return it with the eldest child in your family on photo day. If you need another one of these, you will be able to collect a spare one from your school’s office. Alternatively, you can add your sibling photos to your online order. Online orders for sibling photos closes at 11.59pm the night before photo day. Please note that we only photograph siblings that have ordered a photo, so if you do not place an order, no photograph will be taken.

I have more than one child at the school, can I send money for all children in one envelope?
Yes, there is space on your envelope to write the names and classes of the children whose payment is included in the envelope. We do ask that you fill out an envelope for all children so that we know what packages have been ordered for each.

I have 3 or more children at the same school. Do I get a family discount?
Yes, if you have 3 or more children attending the same school you will only pay for 2 packages, all others are free! Please note that the free packages must be the same or lesser value to the 2 paid ones. The prices will be adjusted automatically when ordering online.

My husband/wife and I are separated. How do we each order photos?
Our online ordering system makes ordering portraits of your child secure and easy. To place an online order, use the school code found on your order envelope and follow the prompts to complete your order. Your photo packages will be delivered to your school's office and will be made available for collection upon delivery of photo packages to your school. If you have not received your online ordering code, please contact your school’s office for assistance.

I did not place an order on or before photo day. Is it too late?
We will take a portrait image of each child at the school on photo day. If you did not place an order on or before photo day you can place an order online up to 10 days after photo day. After this time, you can still place an order for your child’s photos, however, there will be a postage and handling charge of $14.95 and your order will be sent to your nominated address.

What should I do if my child is absent on photo day?
We offer retake days in several studio locations during each school holiday period. To book in a time call our customer service team on 1800 032 028. Please note that group photos cannot be retaken and your child’s name will appear in the absent line within the names section.

I haven’t received my order yet, or my order is incorrect, what should I do?
Please contact our customer service team on 1800 032 028 or email us at This email address is being protected from spambots. You need JavaScript enabled to view it.. 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.

I did not get my sibling photo. What should I do?
Sibling photos are packed in with the eldest child’s order. If they are not there, please contact our friendly customer service team for further assistance 1800 032 028 or email This email address is being protected from spambots. You need JavaScript enabled to view it.

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 issues, please contact our customer service team on 1800 032 028.

My child had some team photos taken. How do I order these?
To order team photos of your child please go to the order your photos section on our website, select to purchase team photos and follow the prompts to complete your order.

How do I order photos of my child’s graduation/special event?
Once you have selected the order photos button, click on the graduation photos button. Follow the prompts to order your images. If you have any difficulties, please contact our customer service team for assistance 1800 032 028

How do I download my digital image?
You will receive a notification letter in your child’s printed package when your digital download is ready. Follow the prompts on this flyer to gain access to your image.

Please note that our money back guarantee is not valid once a portrait image has been downloaded. Please ensure that you are 100% happy with your prints before downloading your image.

I am not happy with my child’s photo. What should I do?
Arthur Reed Photos prides itself on the quality of images that we produce and strive for 100% satisfaction with our customers. If for some reason you are not satisfied with the images of your child, please contact our customer service team on 1800 032 028. We may be able to select a different image for you or arrange a day at one of our offices to have a retake done. Alternatively, we do offer a 100% money back guarantee on our printed images. 

Please note that this money back guarantee does not apply to digital downloads of images. Once the image has been downloaded the money back offer no longer applies, so please ensure that you are completely happy with your print before downloading your image.

Can I alter the images in each pack?
No, the images in each package are set each year and are outlined on both our website and on your order envelope. For production purposes, we do not allow for changes within the packages.

Can I just purchase products from the ‘Extras’ category?
No. Extras are only available for purchase once you have selected a portrait package. Please note that extras are only available for online orders and include a variety of different products.

I am unable to pay on photo day. What should I do?
You have until 10 days after photo day to place your order online. After this time, you can still order images of your child however there will be a postage and handling fee of $14.95 and your order will be sent directly to your nominated address.

Can I order photos from previous years?
Yes! To order photos from past years go to our online ordering platform and follow the prompts to place your order. In the order comments section please let us know which years photos you are ordering. If you have any further questions you can contact us here.

School FAQs

Do your photographers have a ‘Working with Children’ check?
Yes, it is one of our company policies that all photographers have their “Working with Children’ accreditation.

What methods of payment do you accept?
We accept cash and credit card orders when ordering using your envelope. If ordering online, we accept both Visa and Mastercard.

Are we able to obtain a record of all school photographs on disk for school use?
Yes, we will provide you with albums/booklets with all group images for your school’s records. All portrait images will be made available to download directly from our portal. Group and team images can also be uploaded to the portal if you require a digital copy. Images on CD or USB will only be produced if requested by your school.

How long will it take for our photographs to be delivered to the school?
Arthur Reed Photos aims to have photos back to your school within 3 weeks*. Please keep in mind though that the amount of photography days, proofing and delivery times may vary for your school. With our new online system, you are able to log in and see exactly where your photos are within our production process, we will also send you an email notification once your images have been dispatched.

What if a parent is unhappy with a child’s photo? Do you offer refunds to parents?
Arthur Reed Photos prides itself on the quality of images that we produce and strive for 100% satisfaction with our customers. If for some reason parents are not satisfied with the images of their child, they can contact our customer service team on 1800 032 028. We may be able to select a different image or arrange a day for them to have a retake done. Alternatively, we do offer a 100% money back guarantee on our printed images.

Please note that this money back guarantee does not apply to digital downloads of images. Once the image has been downloaded the money back offer no longer applies, so please ensure that you are completely happy with your print before downloading your image.

What other services does Arthur Reed Photos provide?
Arthur Reed Photos now brings more services than ever to your school.  We now offer a range of products and services including:

  • School photography
  • Staff and Student diaries
  • Event ticketing software
  • Commercial printing, including YEARBOOKS and CALENDARS
  • Event photography
  • Promotional photography
  • Sports and team photography
  • Whole school photos
  • Graduation regalia hire and purchase
  • Speak with a member of our team to see how we can help your school

Is Arthur Reed Photos a member of any professional photography associations?
Yes, Arthur Reed Photos is a member of the AIPP – Australian Institute of Professional Photography.