Frequently Asked Questions

Our Customer care team receive many calls each day about our products, services, how to order, deliveries etc, that we thought you might find it helpful before calling us, to see if an answer is described in our Frequently Asked Questions sections below. If you still can’t find the answer to your query then please still call us during our normal business hours on 01202  692433. Please be advised that our answer machine dosen’t take messages as our  Customer care team prefer to speak to you direct. Thanks.

Are your photogs DBS (CRB) checked?

  • Yes, all our photographers have enhanced DBS certificates.

Are we expected to count money?

  • No, there are a variety of different methods of our collecting orders from parents that have been specifically designed to minimise any administration of orders and monies. Please ask us direct for more details.

Do you provide images to update our record database complimentary?

  • Yes, a CD is provided that will automatically upload into your record database as a complimentary service. Sims users require a special licence file from Capita Sims to enable the CD to populate the school database automatically. We will apply direct for this licence for the school. The cost of this licence is £30 for Primary schools and £60 for Secondary schools. This licence payment will be taken off our commission payment to the school on our final account.

How do we export record data to you?

  • The school emails us a spreadsheet from its record database containing 4 fields of student data. Surname; First name; Admin nos; school registration group. We will advise on how we need this data sorted when we contact the school to discuss logistics and scheduling.

How easy is it for our school to import pupil images into our database?

  • This process is very easy. Populating your database should only take a few seconds.

Can parents order online as well as direct to our office?

  • Yes. They can contact us direct for help on 01202 692433 during our regular business hours..

Are you able to take other types of photography for us?

  • We can take PR, prospectus and website images. We are also able to provide a wide range of display material to display around the school. This includes large display prints, wallpaper, window graphics etc. Please ask for more details.

When will we receive our commission?

  • Commission payments will be made either by BACS or cheque in the New Year after the Autumn term individual sessions.

Do staff receive a discount for their portraits?

  • Staff receive a 50% discount on their personal orders.

How long will it take for parents to receive their images?

  • Proof cards are normally returned within a few days and final orders within 10 business days from the collection of orders from the school. Parents can, when placing their orders online, elect to have these photographs sent direct to their home by paying a postage fee. These orders will be despatched within one week.

If I have a problem placing an order. How and when can I speak to someone at your office?

  • If you are finding any issues with our online order system during our normal business hours of 9 am until 4.30 pm Monday to Friday, then please call us on 01202 692433. Outside of these hours then please email sales@fraserportraits.com  Please use the graphic below if you are having trouble finding your proof card id.Simple Proof ID Card Graphic

I’m a separated parent so is it possible for me to obtain an additional proof card?

  • Yes. You can either ask the school to request an extra  proof card  to be printed on ‘Picture day’ or, alternatively, your school can provide you with your child’s admin number.  Please email this with your child’s name and school to sales@fraserportraits.com and we will email you a new proof.

I’ve not received/ lost my child’s proof card so what should I do?

  • Please contact the school and ask for your child’s admin number.  Once you have this email it along with your child’s name and school to sales@fraserportraits.com we will then email you a new proof card.

Can I still order if I’ve missed the deadline date?

  • Yes you can. You can order at anytime online at orders.fraserportraits.com or fill in the details on the order proof card, include the late payment fee of £4 with your order. Ordering online after the deadline date means that your order will be posted direct to your home. If not ordering online, then post your order to… late order dept, Fraser Portraits, 206 Lower Blandford Rd, Broadstone. BH18 8DP. Tel 01202 692433

How long will my order take before it is delivered?

  • We have a few different ways that orders can be made with us each with different delivery times. 1. Orders we have received from the school: 10 – 14 business days after deadline date. 2. Online orders via our website for home delivery: 10 business days by second class Royal Mail. 3. Orders via website for free delivery back to school: 10-14 business days after school has sent orders to us. 4. All other orders made either by phone or post: 10-14 business days.

I’ve received my order but it is incorrect. What should I do?

  • Please call us during our regular business hours which are Monday – Friday 9am until 4.30 pm on 01202 692433 and your correct order will be despatched within 48 hours.

My order has arrived but is damaged. What should I do?

  •  Please call us during our regular business hours which are Monday – Friday 9am until 4.30 pm on 01202 692433 and your replacement order will be despatched within 48 hours.

I’m unhappy with the quality of the images received. What should I do?

  • Please call us during our regular business hours which are Monday – Friday 9am until 4.30 pm on 01202 692433. We offer a full money back guarantee on all purchases, except for images purchased on a CD or delivered by secure email. Please send original images back to us direct at… Order Dept, Fraser Portraits, 206 Lower Blandford Rd, Broadstone. BH18 8DP. We will then contact you direct to discuss.

I’m worried about paying online, is there an alternative method?

  • Yes. You can place your order direct with us over the phone and pay by Debit Card. Contact us during business hours of Monday – Friday 9 am until 4.30 pm on 01202 692433. You will need to give us the name of your child’s school and the proof card ID reference and image number.

Will I receive an email confirmation when I place my order online?

  • Yes. An email confirmation of both your payment and order is sent to you directly after you place your order online. NB. If no email confirmation is received from us then you should assume that your order has not been placed. In this instance, please contact us direct during business hours of Monday – Friday 9 am until 4.30 pm on 01202 692433.