Frequently Asked Questions


Frequently Asked Questions

Returns Policy

In the event of the Company supplying incorrect prints/products (examples of which can include quantity, size and subject but not limited to these) we will attempt to rectify the situation in the first instance by telephone enquiry, email or photographic evidence. Should these steps prove inconclusive we may request that incorrect prints/products are returned to us for further investigation.

We will always aim to resolve any dispute to the satisfaction of all parties in the shortest timespan possible either by replacement of prints/products or a full or partial refund depending on the circumstances.

Any errors or omissions should be brought to the attention of the Company within 14 days of receipt of the order.

Replacements can, but refunds cannot be provided for images supplied by email or on CD except in extenuating circumstances at the discretion of the Managing Director.

How do I place my order?

Please click on the link to “Online Ordering” above. Choose the correct colour proof you have and follow the link to the correct Online Ordering page. Enter the access code which you will find printed on your proof card.

How long do I have to place my order?

To avoid extra costs orders should be placed by the free delivery date. Outside this period, you can still order online but will be subject to a post and packaging charge. Orders are available until the archive date.

I have lost my proof card / I have not received a proof card from the school.

Your order form is important because it contains your unique access code. If you do not have a record of this please contact your nursery/playgroup who can provide you with this information. Due to child safeguarding issues, we are unable to send proof cards to home addresses or give out access codes via e-mail or telephone.

Where is my order / where will my order be delivered?

Download image: A link to download your photograph will be emailed to you once payment have been made.

Internet orders: The delivery time is dependent on the payment/ delivery method. We aim to have your order processed and shipped within 5-7 business working days. All our orders are sent 2nd class by Royal Mail.

Orders which include free shipping to your school are processed in bulk 5-10 business days after the order deadline. This means your order won't be sent back to your school until after the deadline has closed. If you order after the batch shipping deadline delivery fees will occur for your order to be sent directly to you, your order will be processed in 5-7 business days and is sent 2nd class by Royal Mail. Delivery time may also vary depending on the type of products ordered. For example larger prints/ canvases take longer to process.

Can I order over the telephone/email?

For child safeguarding reasons, we are unable to take telephone/email orders. Please place your order online using the access code printed on your proof card.

Can I order after the free delivery date has been returned to the school?

You can still place orders online after this date.

Can I order a digital copy of a class / group photograph?

Due to copyright and business reasons, we do not offer this option.

Can I edit my order?

It is not possible to edit an order once placed. Providing the order has not been printed we can cancel you order to enable you to place a new one. Please telephone us on 01277 354865 with your key number and we will process a refund.

Can I cancel my order?

Please telephone us on 01277 354865 with your key number and providing the order has not been printed we will cancel the order and process a refund.

Who owns the copyright on my images?

Little Urchins (Franchising) 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 Little Urchins (Franchising) Ltd.

How long are photographs kept for?

We keep images for approximately 4 years.