We answer the most important questions
Video help for ordering
If you rarely order online: Contact us and we can send you a short video guide for your specific issue.
1) Login & Access
I have an access card / an access code – how do I get to the photos?
Go to the access code login, enter your code and open the album.
I received an email with login details – how do I log in?
Click the button in the email. You will be directed to the customer login where you can sign in with your email address and password.
Can we order sibling photos together?
Yes. You can enter up to 3 access codes at the same time. This allows you to view all relevant galleries in your customer account and order together.
Good to know: Packages marked “Up to 3 codes” can be filled with images from 3 different galleries.
Family photos – photos from afternoon sessions:
Can be ordered together with kindergarten photos
Have their own packages
Packages cannot be mixed between family photos and kindergarten photos
2) Ordering & Shop
Do I have to buy something?
No. There is no obligation to purchase. You only order what you truly like.
How do I order if I have little online experience?
Open an album, click on an image, choose your value package and swap your favorite images, or select a product and add it to your cart. When finished: open the cart and follow the checkout steps.
Will the watermark be removed?
Yes. The watermark is only for protection. It will be removed from downloads and print products.
Can I adjust the image crop?
Yes. In the shopping cart you can adjust the crop or choose “fit image.” Please pay attention to the resolution and cropping instructions. For friend stickers, all important parts of the image must be within the red line.
3) Group Photo & Group Photo Collage
Is there a group/class photo?
Yes – if it is included in the gallery.
Do I receive a group/class photo for free?
Yes – log into your gallery, go to individual products and select the album “Free Group Photo *” and add it to your cart as a €0 download.
Group photo collage – what is that?
With a group photo collage, each child is photographed individually and later combined into one group image.
4) Shipping, Combined Shipping & Delivery Time
How will my products be delivered?
Each order is produced individually. You have two options:
Individual shipping to your home (shipping costs apply)
Optional one-time combined shipping to the institution: Orders are collected until the end of the ordering period, then produced together and delivered free of charge to the institution – if the institution handles the distribution.
Where can I see the status of my order?
The easiest way is via the link in your order confirmation email. Alternatively, log into your customer account under “My Account.”
How long does delivery take?
This depends on the payment method and product. Digital downloads are available immediately after purchase and payment receipt. Print products are shipped after production (details are shown directly with each product).
5) Image Quality, Downloads & Retouching
What is the quality of the prints?
We work with professional photo labs and prefer Fuji Pro Matt paper. If anything is not as expected, we will take care of it quickly and easily.
What is the quality of the image files?
Our files are optimized for high-quality printing. If you print with another provider, we recommend disabling their automatic image optimization.
For very large formats, we offer XXL files – if available in the shop.
What happens if I select “Professional Retouching” in the cart?
We show children as they are. Small scratches or a wild strand of hair are part of it.
If you wish, you can order retouching for individual images. After retouching, your order will be processed.
Note: If you have special requests (e.g. removing a bandage), please contact us immediately after placing your order with the image number and order number.
6) Complaints & Support
I have a problem with a product (complaint) – what should I do?
Use the link in your order confirmation email to access your order overview. There you can report a complaint directly and upload a photo if needed. This is the fastest way.
How long can I place an order?
The gallery is usually online for a limited period (unless otherwise stated). You will receive clear information about the ordering deadline.
Short & clear: Contact us if …
you have technical problems
you get stuck during the ordering process
you have questions about delivery/combined shipping
you would like to request retouching or clarify a special request
WhatsApp: Request ordering assistance
