Frequently Asked Questions

Orders general

How long does it take to process my order?

Digital orders are processed as soon as the payment is received from PayPal, at this point you will be returned to a download page and a confirmation email with download link will be sent out.

Print orders are processed the next normal business day and delivered in approximately 7-10 business days..

If I have made a mistake in my order can I make a change?

Download orders are final as the automated processing system cannot be altered and will send out emails with download links automatically.

Print orders may be varied if you wish to receive alternate products although refunds will not be issued for incorrect choices or quantities as the automated processing system may not be altered.

Please see our Terms & Conditions.

I have not received a confirmation email from both you and from PayPal.

First of all please check you spam folder. If you did not receive a one from PayPal, you should not recieve our email as the transaction has not gone through. If you recieve PayPal only please contact us and provide your full name, email address, items ordered and payment method (do not send credit card numbers for security reasons).

Print orders

Can I pick my order up from your office?

Delivery through Australia Post is our prefered option and we only provide office pickup for bulk or special orders.

Can I track my order?

Yes, items are posted through Australia Posts express parcel system and a tracking number which will be emailed when the prints are posted.

Download orders

What are the rights of the digital product I buying?

Digital products are offered strictly for personal use only, in which case there is no limitation to reproduction methods or amounts or any manipulations you wish to make. Please contact us for negotiation of commercial uses.

What is the resolution of the digital product I buying?

Digital files are provided in high quality ‘.jpg’ format at 300ppi (pixels per inch) resolution. Generally the long edge is sized at 4000pixels with the short edge dependant on aspect ratio, however may be less as this is dependent on the original capture resolution and our post production.

What size can I print to without loss of image quality?

High quality printing is at approximately 300ppi (pixels per inch) resolution, which at the normal resolution of downloads results in an approximate A4 paper sized print. Please consult with a professional print laboratory for all printing.

What is '.jpg' and why should I not re-save the original downloaded file?

‘.jpg’ files utilise what is known as lossy compression, meaning that the file is compressed further each time it is saved. This results in degradation of image quality and we ask that you do not save the file over itself, if you wish to resize or manipulate the file please save it as a separate copy at maximum quality.

How is my download link active?

It is only active for 24 hours or 2 downloads. If you have complications please contact us and provide your full name, email address, items ordered.

Can I get the images on a CD or DVD?

As we offer direct downloads we only provide CD or DVD’s to bulk and special orders, this allows instant delivery and also reduces the use of consumables which is a plus for the environment. Please contact us before purchase for bulk orders.

Payments

How do I pay for my order? Is it secure?

All orders are processed through PayPal, which offers certified VeriSign secure encrypted transactions. This transaction method offers transactions through both a PayPal account or manual credit or debit card transactions if you do not have an account.

I am having difficulty paying for my order.

As all payments are routed through PayPal, please contact their helpdesk on 1300 177 836.

If I did not apply a coupon code can I get a partial refund?

Unfortunately we do not offer refunds in this circomstance.

Image quality and post production

What level of post production is undertaken on the images?

All images (both for print and download) are subject to a strict post production workflow which ensures accurate colour reproduction, contrast, saturation.

If I order prints, what quality can I expect?

Before your images go to print we ensure that the digital files are of optimum quality by completing additional post production. We then send our images to a professional photographic laboratory which ensures the highest quality prints available with accurate colour reproduction and the best archival results possible.

Can I order additional post production for prints?

Definitely, however this comes at an additional fee. Please see ‘what additional image production is available?’ and then contact us here within 12 hours after purchase with your requirements.

Can I get my prints in a larger size or on a different paper or material?

Yes, however this comes at an additional fee dependant on the print laboratory. Other print surfaces include ‘metallic’ paper and canvas. Also see ‘what additional image production is available?’ and then contact us within 12 hours of purchase with detailed requirements.

If I order downloads, what quality can I expect?

These images go through our initial post production workflow however as they are hosted on our server we are not able to perform additional post production before they are sent to you for download.

Can I order additional post production for my downloaded files?

Definitely, additional post production is often minimal in time but will result in significantly better results. Please contact us after purchase with your requirements (including print sizes) as this is assessed on a case by case basis.

What additional image production is available?

Realistically we can do anything you require, however popular examples include black and white, sepia and painterly effects. Please contact us after purchase with details of your requirements.

Printing

Do you recommend any commercial printers?

Falling short of names, we recommend professional print laboratrys who specialise in printing, mounting and development. We Do Not recommend electronic retailers, office supplys or any non specialised, mixed business as they are of significantly lower quality and devalue our work.

Should I print it on my at home photo printer?

Not unless you have spent somewhere in the order of $1500, used calibration software and hardware and spent a significant amount on paper. In which case they probably still won’t come close to a professional laboratory.