SchoolFAQs

School Parents FAQs

We have a list of frequently asked questions and answers opposite, to help you with your enquiry. If you can't find the answer to your question, please contact us on +44(0)1252 728457

General

Are all Imago photographers DBS checked?

Yes, all our photographers have been DBS checked and are fully employed by us. They have years of experience working with children.

Who owns the copyright on my images?

Imago Portrait Studios Ltd retains the copyright on all photographs taken and supplied. Photographs may not be copied, published or reproduced in any form without the written permission of Imago Portrait Studios Ltd, in accordance with the 1988 Copyright Act. However, if the image is bought in digital format, we grant a licence to the purchaser to print the image as many times as he/she likes.

Will you use my child's images for your promotional work?

From 2018 we will only use your lovely images if you have agreed for us to do so. A big thank you to those of you who allow us to use images. If your images were taken prior to 2018 they will only be used if you have purchased and have not emailed us / written to us requesting us not to use them.

Will any of the proceeds go towards my child's school?

A percentage of all proceeds go to your school so your children will see some benefit from each purchase.

How long are my images kept for?

We keep your images on our website for approximately 18 months.

Website queries

Please call our office on 01252 728457 and we will be happy to assist you.

General queries

Please contact us directly and not your school. You can call our head office on 01252 728457, email us at enquiries@imagostudios.com or fill in the online contact form.

Viewing your images

How do I view my images?

Your images will be available online to view approximately 2 to 3 weeks after your shoot. A secure login and passcode will be emailed to you, if you have provided us with your email address, or sent to your school if you have not.

I've lost my password and cannot access my images online

If you have given us your email address your password can be emailed to you. Just navigate to the login page and select the forgotten password option.
If you have not provided us with your email address and have received a 'safe-word' from your school then please contact us with the safe word.
If you have not received the safe word please contact your school and not us, as we are unable to confirm who you are.

I would like a hard copy of my child's images

Please contact the office on 01252 728457 or email us at enquiries@imagostudios.com and we can despatch a contact sheet for you.

I would like my child's images removed from your website

We realise that your privacy is of the utmost importance.Our website is a secure password-protected site, and we will not share your child's images with any third party. If you still wish us to remove your child's images from the site, please contact our head office by phone on 01252 728457.

Is it safe to give my credit card details car over the Internet?

Payments made on the website are secure. We use one of the largest on-line payment companies - World Pay. We accept most major credit and debit cards. WorldPay will send you a receipt of the transaction by email.

Ordering

How can I place an order?

You can either place an order using our online ordering system, call us on 01252 728457 and we can take the order & payment over the phone, or you can pop an order form with cheque in the post to us.

When do I need to place my order by?

We offer one free delivery to each school – to qualify for this you must place your order by your school's cut-off date. This is normally 2 weeks after the images have become available.

I've missed the cut-off date – can I still place an order?

Absolutely – it just means that the postage & packaging charges will be applicable. After 3 months we archive your images, so if you still wish to order, a retrieval fee may apply.

Can I Order Class/Group Shots Digitally?

No, these are available as prints only.

Image changes and retouching

ALL FINISHED IMAGES ARE PRINTED AS SHOWN IN YOUR GALLERY OR ON YOUR CONTACT SHEET.

Unfinished images will have their backgrounds cleaned and will be cropped to fit the product ordered.

If you require any other changes to your images our standard fee is £2.50. If however you require more complex work we reserve the right to charge a further fee at £40 per hour. If you require further work, we will contact you with an estimate before proceeding.

Image finishes in your gallery

We finish your images in your gallery in a variety of styles. To give you as great a selection as possible, we also offer you the images we have not finished. If you require changes to these unfinished images, other than having the background cleaned and the images cropped to the product size you have ordered, please use our changes request funcion.

Special requests, bespoke designs etc

Bespoke sizes or specific requests are welcomed, please do call or email us for a quote.

Delivery

When will my order be delivered?

If you have placed your order before your school's cut-off date, it will be delivered approximately 3 weeks after the cut-off date. Home delivery orders will arrive 3 weeks from the date of order. Downloads are delivered the same day if ordered before 10am, they may take up to 5 working days during busy periods.

Where will my order be delivered to?

We do one free delivery to the school – if you wish to have your images delivered to your home or an alternative address, there is an option to do so on the website. Please note a postage & packaging fee will apply.

Can I collect my order from you?

Yes, from our head office in Farnham, please call the office to arrange this. Please note this does not necessarily mean your order will be ready more quickly.

I ordered a digital download, when will I receive it?

If you place your order before 10am then we aim to deliver by the same working day, although during busy periods this may take up to five working days. You will be sent an email from us containing a link and on clicking the link, the images will download to your computer. The link will be valid for two weeks. Please remember to check your Junk Mail folder!

I need my order quickly, how can I get it?

Call us and we will do our best to help you. Our quickest product is our download service, however if you do not want to order your images digitally then please request a home delivery and call our office before placing your order to ensure we can deliver to your deadline.

Customer services

I am missing part of my order or my order is incorrect or unsatisfactory

Missing or incorrect orders are extremely rare for us – please do call us on 01252 728457. If you are not satisfied with your product please call the office directly and we will do our best to resolve the situation. Any re-prints or retouching work will be at our discretion and a charge may apply. Digital images, whether ordered as download or USB, are non-refundable.

Product care

Taking care of your imago products

Follow these easy steps and your frame or canvas will continue to brighten your room for years to come!

Keep the product away from direct sunlight, as well as reflected light from mirrors, glass etc. Don’t use any form of liquid or chemical products to clean your canvas. A soft brush or cloth can be used periodically to remove any settled dust.

Make sure the product is displayed at room temperature in a stable, moisture-free environment and is kept at a safe distance from any sources of direct heat, such as a fireplace or radiators.

Other services

Do you offer private family shoots?

Yes, we started out as a high quality private family portraiture company and would love to have the opportunity to spend more time with you and your children. We offer private shoots at your home, where your children are more relaxed, and take a variety of natural light and studio shots, using our portable studio. Please see our private section for more details, or contact us on 01252 728457 or via enquiries@imagostudios.com.

Do you do weddings?

We love doing weddings. Our style is natural, relaxed and fun with a mix of intimate and reportage images. Our packages are designed to cater for a wide variety of tastes. Please call us on 01252 728457 to discuss.

How can I work for Imago Studios?

We are always looking for excellent new photographers for our expanding business. Please send your CV to enquiries@imagostudios.com along with a covering letter.

Imago Portrait Studios
Unit 9, The Enterprise Centre, Coxbridge Business Park, Alton Road, Farnham, Surrey, GU105EH