Frequently Asked Questions

When will my order be delivered?

We make every endeavour to have your order delivered to the school no later than 28 days after the date of the photo shoot. Factors that can influence delivery time include proofing changes with your school’s nominated representative or if we need to reprint the school order due to quality control issues. If it has been more than 28 days since the school’s photo shoot and you have not received your order, please feel free to phone us on (AU) 1800 77 88 68 for an update on delivery.

If you have ordered online after photo day, delivery time to the address you supplied is usually 28 days or less.

Is the information I submit on this website private?

The information we collect on this website (e.g. name, address, contact details, orders) is used for our own purposes of providing you with quality customer service. We will NOT sell or share your information with external parties unless it is specifically required for creating, supplying or delivering your order.

What about my credit card details?

Little Images does not collect or store your credit card details. Our website will build and calculate your order only. Credit card data collection and processing is all done by ANZ’s secure eGate online technology. When you are ready to pay for your order, you will be transferred to a safe and secure ANZ payment facility. ANZ is responsible for the collection and security of your information which Little Images does not get access to.

What if I am unhappy with my product? What is your returns policy?

You have two options.

1. Contact our office and let us know what the problem is. We may be able to set up a time to re-shoot your child’s portrait.
2. Return the product to us within 14 days of delivery with a note explaining why you are unhappy, and your contact information. We will get in touch with you to organise a full refund.

I cannot log in. Why?

Possible causes are:
  1. If you are a first time user, you need to register before you can log in. This is to both protect the privacy of your children and to enable us to process your order correctly. Registering is simple. Register at the Order and Pay Online page, go to your email inbox and open your Activation email from us, and then follow the instructions to Activate your account. You’ll be shopping in next to no time.
  2. You may not be able to log in due to an incorrect password. Passwords are case sensitive, so ensure your CAPS LOCK key is not affecting your log in. If you have forgotten your password, click here.
  3. Your email address may have a typo in it. If your email address has changed since your last visit, please register your new email address here.

I have not received my activation email. Why?

Some email accounts use filters that will not allow us to send you an email. This issue is most prevalent with bigpond and hotmail addresses. Don’t forget to check your Junk folder, and add to your address book or contact list. If you have not received an Activation email from us within ten minutes, try an alternate email address such as hotmail, gmail or yahoo. If this is still unsuccessful, please contact our office on (AU) 1800 77 88 68.

If you have not received your activation email after 10 minutes you may request a new one here.

My Unique Webcode is not working. Why?

If your webcode has the number 1 or 0 in it, try alternating it with the letter I or letter O. If this does not resolve the issue for you, please contact us on (AU) 1800 77 88 68.

I placed and paid for my order, but the page with the receipt number disappeared too quickly and I was unable to write down my receipt number.

Please do not be concerned. We do not trace your order with that receipt number. We will email you a tax invoice and payment receipt. Your tax invoice number is the best piece of information for us to trace your order.