Frequently Asked Questions
1. Is it possible to place a single order using multiple access codes?
Yes! Images have been amalgamated so that one access code shows all your images. However if you have another child at the setting and have two or more access codes, click on "Did you get another access code?" under the main menu "Login". You can enter up to five access codes at the same time. This way you will have access to all available photos.
2. I received a proof card with an access code - how can I order my photos?
If you have received a proof card with a personal access code, go to the "Login" page, enter the access code and click on "Open Album."
3. I received an email with login information - how can I order photos?
After you have placed an order or registered with the online shop, you will receive an email with login credentials. Using your email and the new password, you can use the "Customer Login" to enter your personal gallery, order photos and check the status of your orders.
4. Where can I see the status of my order?
The easiest way is to click the link within your order confirmation email. Alternatively, you can log in with the password and email address you received via email. Once you’ve logged in, your order details can be found under "My Account". If it says imported, then your order is in the lab awaiting printing. If it says shipped, your order is on its way. Delivered is when we have proof of delivery at the nursery/school. Please collect your order asap! You will receive order confirmations and an invoice when your order has been confirmed and payment has been received to your specified email.
5. How long will the delivery take?
The delivery time depends on the payment, the products you’ve ordered and delivery method. The payment must be confirmed before your order can be processed. Orders which include free shipping back to the establishment (nursery/school) are processed in bulk 5-10 business days after the order by date shown on your proof card.
Delivery time may also vary depending on the type of products ordered eg canvases have a longer lead time of approx 10 days after the order by date.
6. Is the logo (watermark) going to be removed from the image?
Of course! The watermark is only used to protect your work against illegal downloads.
7. I have missed the deadline. Can I still order?
Yes. The order will be sent to you direct with a postage and packaging charge of £5.95 added at checkout.
If your images have been archived then please call 0161 484 2072 to order direct.
8. I need my order by a specific date. How do I do this?
If you cannot wait to have your order sent back to the nursery/school after the deadline, then at checkout you will be given the option to have the order sent direct to you. A postage and packaging charge of £5.95 added at checkout. Direct orders tend to be processed twice a week or more at busiest times of year.
9. I rarely order online - how can I order my photos here?
Select a photo that you like from your album and click "Order photo.” Then select the product of your choice, enter the desired quantity and click on "Add to basket". When you have placed all the photos you like into your shopping cart, click "Basket" on the top right of the screen and follow the instructions.
10. I want some of my photos in black and white. How do I do this?
Once you have selected your photos and gone to the checkout, you will see under each photo ‘change photo effects’. Click on this button to change to black and white. If you do not click this button the default colour option will be printed.
11. Are there other products available such as canvases?
Yes. Create your precious memories on canvas or other exclusive gifts by clicking on “continue to individual products”.
12. There is a scratch on my child’s face. Can this be removed?
Please call our office to discuss whether it can be done.
13. What size am I able to print up to from the downloaded images?
The file sizes can be printed up to 16”x12” without quality loss.
14. I am not happy with my order.
In the first instance, please contact customer services on custserv@u-yoo.co.uk. Every item/photograph is quality checked before despatch. Any damage in transit must be reported within 24 hours of receipt. Any reported damages after this time scale must be returned to the Company at the expense of the sender in its original packaging and with a full explanation of the damage. The Company is under no obligation to reprint or remake any product after this time scale. No refunds can be given on any bespoke item or photograph order.
15. I don’t have a bank account. How do I order?
If you log in to view your images and know what you are going to order, then please call the office on 0161 484 2072 and someone can help you.
16. I have made an error on my order. What do I do?
Unfortunately, once you have placed your order and paid, the order will have been sent for processing and therefore cannot be amended by yourselves or Yoo Photography. Please call the company on 0161 484 2072 immediately to see if it can be manually rectified or email custserv@u-yoo.co.uk. We cannot guarantee that any order can be amended/changed. An admin fee may be charged.
17. I have ordered a download. How does this work?
If you have ordered images to be downloaded, then once payment is received an email with the download link is sent to you. If you have not received, then it is likely that the email address you entered is either incorrect or has gone into 'junk mail'. Please contact customer services giving details of your invoice number, order key number and access code so that the status of your order can be checked.
18. Can I cancel an order once it has been placed?
Unfortunately, due to GDPR regulations and the systems in place, once an order has been paid for it cannot be cancelled by either party. If you have made an error please contact customer services as per point 16. Should any order have to be cancelled any service charges paid to the online shop provider (gotphoto) and stripe (card service provider) will be deducted from the original price paid, as these charges have already been paid to these providers and cannot be refunded.