FAQ

Please browse our FAQ
What is My Account?

My account holds all the information about your registration, orders you have placed, favourite images you have selected, links to galleries you have access to. 

You can change your password, email address and postal address too.

What is My Orders?

My Orders will take you to a list of all orders you have placed with Philippe Penel Photography. You can view the detail of each particular order.

Where are my photos?

 If you have been granted access to a gallery, log in first. If you are a new client you will have to create a new account.

A new window will open where you can enter the Pass Code you have been given for that gallery. 

Why do I have to register an account?

This is to keep the site and your photos safe. By registering an account, you are able to keep items in your shopping cart for a long period of time. You won’t have to re-enter all your information every time you want to purchase some photos.

Additionally, you will be able to view your orders and private galleries (if available) by having an account.

Will the pictures I select stay in my shopping cart?

Yes. Your pictures will stay in your shopping cart until you either place the order or delete them yourself.

What do the Icons beneath the thumbnails do?

FLAG: Click it and then Click another flag and you can compare two or more images sided by side.
HEART: It will save the image to your favourites collection. This way you can view all your images in the one location without having to search for them. The system will remember your favourites next time you log in.
SHOPPING CART: Click this to go to the Prices section. The image will come up larger and the Prices and options will be displayed to the right of the image. Click the acordeon icon to drop down the list to see what options are available.

I can't seem to log in.

Log in information is case sensitive, be sure you have entered it correctly. If you have forgotten your password, click on the forgot password link on the login screen.

Where are the prices?

 You can view the prices for prints and digital files by clicking the thumbnails or the shopping trolley icon below each photo. A page will open with a larger version of the photo. On the right hand side you will see the prices divided in print and digital categories. When you click on one category type (red writing), it opens with the prices and options for that category. Click on the accordion symbol (right and side) and you will see all the options for that print or file. Change the quantity if required and click “Add To Cart”

Error message: No gallery or event found with that access code. Try again.

Your gallery might not be uploaded yet. Check with the information given to you about the delay between the event and the date the photos are online.

I want to crop a photo

 If you want to get a print with a different crop, you can leave a note or use the crop tool.

First order the photo by adding it to the cart.

A window will open, below the thumbnail you will see a cropping tool symbol and the words:  “Adjust Crop”

Click on “Adjust Crop”, the tool will launch and you can adjust it by clicking and dragging any part of the outside moving line.

Click on rotate if you want to rotate the tool and Save to record your changes.

Alternatively, you can click on: “Make a note” below the image and type your instructions there.

You can also make changes to the crop or notes by clicking “My Cart” at the top right hand side of the window.

I have been sent access information for a gallery, what do I do?

 Click the Access Gallery link. Enter in the access code on that page. If correct, you will be able to view the gallery. If you have an account and are logged in, then you will only have to do this once and this gallery will be listing in “My Account”

How long before I receive my pictures?

Photos take approximately 2-3 weeks depending on volume.

What will be the quality of my prints?

All the images shown on this site are at a very low resolution, this is done for speed of download. Your final print will be of superb quality, printed on professional photographic paper with high quality Fuji inks.

How will you package my print?

All standard prints up to 8×12″ are packaged in a sealed plastic bag and further protected with recycled cardboard and should arrive in perfect condition. The envelope is marked: DO NOT BEND.

Larger sizes are mailed in a tube and packaged with paper and bubble wrap. All postage and packing costs are quoted for shipment within Australia.

What are the handling and postage costs?

All postage and packing costs are shown on the check-out page and vary depending on the size of the prints and whether you choose standard mail, express post or registered post.

Do you post to my country?

We can post to most countries. Some are listed by default in the shopping cart. If the country you want isn’t listed email us and we will add it.

How can I pay?

We accept Visa and Mastercard via our secure server. You can pay by bank transfer and Paypal. Additionally you can also post us cheques or money orders with your order. Please make cheques payable to Philippe Penel Photography.

Can I collect my order?

Unfortunately this is not possible as we are not always present at our premises.

Can I download the digital files I ordered straight away?

If the photos were taken during a photo day or dress rehearsal they are already processed and you can download them straight away once your payment has been received by logging in to your account.

If the photos were taken during a concert they have to be processed individually to correct, the lighting, colour balance etc when they are ordered, so you can’t download them straight away. You will receive an email with a link to download them about 2-3 weeks after receiving your payment.

How can I download the digital photos I ordered?

1. Log in to our website using you login name and password.

2. Hover your mouse on “My Account” on the top right hand side 
3. Click on “My Orders”
4. You can see your orders listed. Click on “View” on the right hand side next to your order number
5. Your order is now displayed and you can download your photos by clicking on the Download button.
What if I don't like my print upon receipt?

No problem, we are happy to reprint the photograph if the quality didn’t match your expectations. Alternatively, we can give you a full refund for your print if you advise us in writing within 14 days of receipt of your order that you are not satisfied with your print and return all the prints. We will not pay for return postage unless the return is due to a defect in quality. Packaging and prints must be returned to us in the same condition that they left us.

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