Frequently Asked Questions

The photo day date(s) is printed on your child’s envelope/order form.

Fotoworks is restricted from making any adjustments to student names unless the school’s photo day coordinator grants approval. This restriction is in place because the school has provided us with legally verified student data that aligns with their enrollment records. Without the express permission of the school, we are unable to modify any details in this dataset.

For all name change requests, we recommend initiating contact with the school ahead of the photo day to secure official approval for the name change through their established channels. Once we receive confirmation from the school, we can proceed to amend the name during our proofing process.

It’s important to note that Fotoworks cannot be held responsible for names that remain unchanged without proper authorisation.

If you have misplaced or lost the envelope, simply ask the school for a spare blank envelope. Please note that spare blank envelopes won’t have your child’s access key printed on them. Please ask your school for your access key to order online.

An access key is needed to order your child’s photo online. Each student has a unique access key which cannot be used to order for other students. The purpose of an access key is for security and safety purposes, meaning only people with the access key can order photos of your child. A list of all student access keys are also provided to the school administration office.

Your child’s access key is printed on the top right of your child’s envelope. ​For Child Safety and Security reasons, we cannot release access keys over the phone.

Both the back of your child’s envelope and our online ordering system details the different packages available and pricing.

Singular Add-on Products are only available to purchase as additional items, with the purchase of a pack. We now also have a Gift Bundle that is available to purchase on its own, which includes a key tag, magnet & mug.

For online ordering:

We accept debit cards, VISA, MasterCard and Paypal payments.

Please note that a surcharge of 1.4% and an admin fee will occur. We also do not accept AMEX cards.

For ordering through envelope:

We only accept cash payments through the envelopes. Please provide exact change for we do not return the difference.

Please note that we do not accept cheques.

The email address that is being requested is your own email address where invoices and digital downloads (if ordered) will be sent to. If you do not have an email address of your own, you can provide a friends or we recommend setting up a free Gmail or other free email account.

Yes, you do. A discount is available when MORE than two siblings attend the same school.

If you order a Combo, Premium, Grandé or Ultimate pack for each child, a 50% discount will automatically be applied to your third child package (and any subsequent children).

Please note discounts do not apply to the sibling (family) photo order.

Depending on your schools’ requirements you will either have a sibling access key on your child’s order form, or you will be required to collect a sibling envelope from your school office, which will have an access key to order online.

Envelope orders must be handed over to our Photographers on photo day. Fotoworks is not liable for missing orders when an envelope was handed in to the school office or teachers.

No, your child will still have their photo taken. We take individual portraits and class group photos whether or not an order has been placed.

You can order your child’s photos up until 7 days after photo day. As a guideline, any orders placed more than 7 days after photo day will incur a reorder price.

Yes, orders can be placed via our online ordering system until 7 days after the last photo day. As a guideline, any orders placed more than 7 days after photo day will incur a reorder price.

Some schools have multiple photo days. If your child has missed out on their photo day, they can have their photo taken on any of the other photo days provided.

If the school does not have another photo day, we offer retakes at our office in Osborne Park during both the term and school holidays (excluding the year end break). Please note that group photos cannot be re-taken or edited, therefore your child’s name will appear in the absent line.

Digital downloads are automatically sent to the email address used when the order was placed online. Please note digital downloads are only sent after the school has been packed and delivered to the school. Your reorder form in your wallet will notify you that digital images will be sent to your email within 72 hours after the photos are dispatched to the school.

While we aim for a turnaround time of 30 days from the last day of photographing to the dispatch of orders to the school, the actual timeline will be influenced by the duration of the images at the proofing stage (with the school) and the timing of approval for printing.

Please email wecare@fotoworks.com.au if you believe your photo order is missing or incorrect. Please attach proof of purchase as our We Care team will be unable to help you if you do not have your proof of purchase (tax invoice, bank statement, photograph of your envelope etc).

Please note Fotoworks hands envelopes back with photo orders as a form of receipt. If your photo order is missing and you did not receive your envelope back, this means we didn’t receive an order for your child.

Envelope orders must be handed over to our Photographers on photo day. Fotoworks is not liable for missing orders when an envelope was handed in to the school office or teachers.

Please read our terms and conditions on refunds for further information.

At Fotoworks, we CARE about your experience. Email wecare@fotoworks.com.au to submit any feedback.

Email us at icare@fotoworks.com.au or call us on 08 9244 8211 and we will get back to you as soon as we can.

Email us at schoolcare@fotoworks.com.au or call us on 08 9244 8211 and select Option 3.

Head over to our What We Do page for further information on our other amazing services.

Email us at icare@fotoworks.com.au or call us on 08 9244 8211 and we will get back to you as soon as we can.

We recommend to include key information such as the date(s) or photo day(s), reminders about school uniform guidelines and information on how to order.

As a guideline, once we receive the students’ data from a metropolitan school, we will be able to send out the envelopes within the week.

For regional schools, we suggest sending the students’ data earlier, as the delivery process takes around 2 weeks.

Spare sibling envelopes would have been provided when all individual envelopes were handed over to you.

Contact schoolcare@fotoworks.com.au or call us on 08 9244 8211 Option 3 for help.

Yes, however, there is an ordering process. Contact us on printcare@fotoworks.com.au or call us on 08 9244 8211 for further information.

As a guideline, it will take 2 weeks after proofing has been completed by your school photo coordinator.

A feedback form would have been provided to the photo coordinator on photo day to be completed. For further feedback, please email us at schoolcare@fotoworks.com.au or call us on 08 9244 8211.