frequently asked questions
FAQs
Some commonly asked questions about our photography sessions and ordering process are answered below.
Thank you for looking through our FAQ’s!
Hopefully we cover your question - if not, please contact us via email at: orders@averandline.com.au
FILES & DOWNLOADS
CAN I PRINT FROM DIGITAL FILES?
YES. These are full sized images and can be printed up to poster size.
WILL MY DIGITAL FILES HAVE A WATERMARK?
NO. Only the preview files are watermarked – after purchase the watermark is removed.
DO I GET A USB?
NO. We offer downloads rather than a USB so that you can have immediate access to your photos.
I DIDN’T RECEIVE MY ‘DIGITAL DOWNLOADS’ EMAIL / LINK
The email can take up to 24hrs to arrive.
Firstly, check your ‘junk’ or ‘spam’ folders – the email can sometimes end up in there.
Please email us at: orders@averandline.com.au if you have any issues.
HOW CAN I DOWNLOAD MY ‘DIGITAL DOWNLOADS’?
When you receive your email, click on the link that says: “Please click here to download your zip file”, and the images will be found in your downloads. If you’re using an iPhone/iPad, step by step instructions will be in the email.
WHAT IS INCLUDED IN DIGITAL DOWNLOADS, IS IT ALL IMAGES?
The Digital Downloads include all images you see in a single child’s folder, including sibling or other types of shots that your gallery may contain except for the group photo.
For example, if your child has 11 images including 1 class photo in their account, you will receive the 10 individual photos in your Digital Downloads.
IS THE GROUP / CLASS PHOTO INCLUDED IN THE DIGITAL DOWNLOADS?
NO. For privacy reasons we are not allowed to offer digital copies of the group / class photos. (As much as we would love for you to have it!)
You are welcome to purchase it as a print in any size.
CAN I BUY INDIVIDUAL DIGITAL FILES?
YES. Digital Files are also available as single image downloads for $49.
ORDERING, PRINTS, PACKAGES
HOW DO I ORDER INDIVIDUAL PRINTS?
Once you have clicked on an image you’d like to order, in the top left corner, click on the shopping cart “Add to cart”. Under the tab ‘Photo prints’ you’ll see all the sizes we have on offer. Simply choose the size you like. Then select how many copies you’d like and press “Add to cart”.
HOW DO I PURCHASE THE GROUP / CLASS PHOTO?
This can be purchased as part of a print package OR as a separate or additional print.
THE 14 DAY “LIMITED DISCOUNT” PERIOD HAS EXPIRED, CAN I STILL GET THE DISCOUNTED PRICE?
NOT USUALLY. Orders placed within the 14 days are offered a discount because we can process them all together. In fairness to other families who have ordered on time, we cannot offer the discounted price.
If you believe your circumstances are special, please get in touch.
DOES THE PACKAGE PRICE INCLUDE BOTH MY CHILDREN’S PHOTOS?
IT DEPENDS. Package prices are per child with the exception of the sibling package (the sibling package includes two children’s albums).
I’VE MISPLACED MY LOG IN CODE.
Please email us by at: orders@averandline.com.au
DELIVERY FEES & TIMES
THE 14 DAY “FREE SCHOOL DELIVERY” PERIOD HAS EXPIRED, CAN I STILL GET FREE DELIVERY?
NO. Orders placed after this period are automatically charged the delivery fee regardless of where they are sent. This is the cost we incur by our dispatch service.
In fairness to other families who have ordered on time, we can no longer offer you free delivery.
If you believe your circumstances are special, please get in touch.
WHY DO YOU CHARGE FOR POSTAGE?
We offer “Free School Delivery” during the first 14 days of the ordering period. If you ordered after the 14 day window, you will pay the exact cost that we are charged by our dispatch service. This fee covers the cost of your ordering being individually packaged and posted to you.
If you believe your circumstances are special, please get in touch.
HOW LONG WILL MY ORDER TAKE?
Free School Delivery: Within 28 days of the Free Delivery window closing.
Home Delivery: Within 28 days of placing your order.
Digital Downloads: Within 24 hours – via email.