Schools & Nurseries FAQ’S
Can I still place an order if I missed the deadline?
Yes of course. If the Pink Pepper order box is no longer at the school/nursery, you can place your order with a member if our team at our Pink Pepper studio located in The Dubai Mall. Alternatively, you can order online through our website.
Is it possible to pay by cheque?
Yes, we accept cash, cheque or credit/debit cards. For cheques, please make these payable to "DigiPhoto Studio". We do NOT accept postdated cheques.
My child was sick on the day of the photo-shoot. Is it possible that we can still have photographs taken and be included in the class images?
Yes, we would be delighted to photograph your child and include them in the class images. Please call our studio to make a booking.
Do you still have the school photos of my child from previous years?
We do keep the photographs on file. Please enquire with our studio for more information.
Do you have more images of my child available?
Yes, however the images we have sent are the best photographs of your child. For example, we aim to choose the ones where they are smiling the most or where their eyes are open.
When will I receive my order?
Completed orders are returned to your school or nursery no more than 4 weeks after the date of payment collection. The school will distribute the orders as soon as they arrive. For any urgent cases, please contact us directly.
Can I order via email or online?
Yes. Once we receive your enquiry, we will send you a confirmation via email. Once payment has been made, we can then process your order.
I have made a mistake on my order, am I able to change it?
If your order has already been collected from the school, please contact us immediately within 5 days of the collection date. We are happy to facilitate this process for you and inform you of any alternative steps that need to be taken. If your order has already been processed, unfortunately we will not be able to amend the order. Please remember to contact us as soon as possible to ensure we can assist.
I have lost my envelope, where can I get a new one?
You can advise the school if you have misplaced or lost your envelope, or contact us directly.
I don't like the packages you offer. Do you have better offer?
All the packages that we offer have been approved by the school/nursery. If you do not wish to choose a package, you may opt for a la carte products, where you can choose individual images.
I have not received my order yet but the other parents received their images already.
We are sorry to hear that, please call us directly so we can assist you.
I have received my order, however it was damaged. Is it possible to replace it?
We apologise for this inconvenience. We will replace the damaged product within one week with no additional cost, however the faulty item must be returned to the school/nursery within 3 days.
I already placed my order two weeks ago, and I loved the images so much, I would like to place an additional order for grandparents. Is it possible to deliver them both at the same time?
Yes, it is possible and we will try our best to deliver them both at the same time. Please contact us directly to discuss this and provide full details so that we can arrange your special request.
I have purchased a portrait package, but my cheque was returned for insufficient funds. What should I do?
If this is the case, we will put your order on hold until you have settled your payment. You may contact us directly or visit our studio to pay cash, cheque or credit card. Once payment has been settled, we will then process your order.
How do we know when your team will be photographing at my child’s school or nursery?
Your school will contact you ahead of time as per the schedule. We always send an email with the photoshoot schedule to your school and they will then inform all the parents when your childs class photo will be.
Do you offer home delivery?
We deliver all the orders to the school on the date specified on your order form. Alternatively if you would like us to send your order to our studio, please contact us directly and we will arrange your special request.
How long do I have before I need to place my order?
To avoid any delays in the ordering process, you should place your order via the school within the specific deadline (2 weeks). Alternatively if you are passed the deadline, you can place an order at our studio and we can still look after your request.
If I have more than one child, will they have photographs taken together?
Yes, the school provides us with a siblings list so we usually take images of them all together so that you can purchase a package with all children if you prefer.
Why did you photograph my child without shoes?
The photographs will look better if your child is barefoot. With shoes on, your child's feet will look big and out of proportion with the rest of his/her body.
I prefer my child to have his/her shoes on for the photo-shoot, would that be possible?
Yes, if you prefer the shoes on, this is not a problem but please remember to make a special request for this.
Can I send different outfits for my child to wear for the photo-shoot?
Your child will either be dressed in school uniform if this is required by the school. Otherwise, he/she will have one pre-selected outfit chosen by the parent.
Can I be present on the day of my child's photo shoot?
We have a process that we follow when photographing your child. First we photograph the children by combining them in to friendship groups, if they are not comfortable, we ask their teacher to comfort them and sit close to them for the duration of the photo shoot. If your child is still not happy or comfortable, we then ask the parent to come in with their child to try again.
Why did my child not have his/her photos taken?
There could be multiple reasons however we always make a note on our documents, giving reasons for any unsuccessful photo-shoot. We also supply these notes to the school, so you can either enquire with us directly or the school for the reason why your child did not have their photos done. Please do call us to schedule a re-shoot at our studio and we will be happy to oblige.
Why is my order on hold?
If your order is on hold, please enquire with the school or call the Pink Pepper team directly. Once the issue has been resolved, your order will be processed.