Frequently Asked Questions

Our estimated turnaround time for delivering orders to schools is 8-12 weeks after photo day; however, this is a general guide. We follow rigorous quality control processes, and there may be unforeseen delays during busy periods.

Each school must proof and approve class groups before we begin printing to ensure accuracy and quality.

✅ On-time orders: Delivered directly to the school for students to take home.

✅ Late orders (placed after the cut-off date): Will be posted to you directly, as soon as possible after the main delivery to the school.

Please email your child/ren’s school, class, and full names to [email protected] to request their specific Student and/or Sibling Access Key. Or feel free to give us a quick call on 3208 4793 during business hours.

We’re working on developing a way for families to search for these codes on our website in future!

Please use the eldest child’s Sibling Access Key to order and bring that slip along to the sibling session (you only need to bring one). This allocates the images and order correctly in our photo system.

Student Packs include options for individual portraits and class group prints for one child. You’ll need to add the details and select a separate pack for each child.

Sibling Packs are an optional extra featuring a portrait of two or more children together.

Important: Sibling photos are only available if your children attend a scheduled sibling session. Please ensure your children are present at these sessions and bring along the slip with the Sibling Access Key used to order.

Sibling sessions may not be available at all schools.

We understand our new ordering system may feel a little tricky, thank you for your patience! Here’s how to place your order:

Enter one of your children’s Student Access Keys.

Add their individual and/or class group products to your cart, then click Next (twice).

Choose Order for Another Student, then enter your next child’s Student or Sibling Access Key.

If you only need to order one sibling image pack, please use the eldest child’s Sibling Access Key and bring their slip to the sibling session on photo day.

To order seperate sibling images (e.g., your children had a photo together, and they also had a photo with cousins), please use a different Sibling Access Key (e.g. your youngest child's Sibling Access Key) to place an order for that seperate image. Then email us with your order number and let us know which students should be in the photo.

Because we handle a huge volume of images each year, we’re unable to provide individual previews. Our Editing team carefully selects each student’s primary image based on a number of factors and guidelines.

If you receive your order and have any concerns, please reach out, we’re always happy to work with you to find a solution.

To keep things running smoothly and meet deadlines, we aren’t able to offer image selection. Our Editing team follows a detailed process to choose the best available portrait for each student.

If you have concerns once you receive your photos, we’re happy to help, just get in touch!

At this time, our photo packs are set as they are - we’re unable to offer custom combinations. Producing a single print incurs the same cost as a full-page print, so offering smaller options isn’t feasible.

If you’d prefer a single image, we recommend purchasing a digital Download Individual or our Pack D (which includes the class group print and digital individual portrait) and printing it at a local photo service.

We label each photo envelope with the name of the person who placed the order.

If you'd like us to add an extra note (e.g., you've arranged with your child’s teacher or school admin to collect the envelope directly), just send a quick email to [email protected] with your request and order number.

✅ Prefer to have it posted home instead?

We’re happy to arrange this, please email or call us with your order number and mailing address.

Please note: A $7.50 postage fee applies for home delivery.

✅ On-time orders: A digital portrait code and link will be on a sticker on the front of the photo envelope.

✅ Late orders (after the cut-off date): The code and link will be on a sticker inside the envelope.

We offer three group photo formats:

Traditional: A classic group photo with students and staff photographed together.

Composite: Individual portraits arranged in a collage-style layout.

Virtual: A digitally assembled image designed to look like a traditional group photo.

Your school selects the group format. If you’re unsure which format they’ve chosen, feel free to contact us or check with your school.

Students who are absent on photo day cannot be added to the Traditional group photo. However, their name will still appear in the “Absent” line.

If your child was absent and you need to cancel or change your order, please email us at [email protected] with your order details.

✅ If your order includes the class group and individual portraits: We will provide a “Group Only” print with your child listed as absent. You will automatically receive a refund for any difference in cost.

✅ If you ordered individual portraits only: You will automatically receive a refund.

Yes! In most cases, we can process orders from school photo days up to 7 years ago. To place an order head to: https://prev.studiokirby.com.au/order-previous. Please note there is an $18.00 administration/postage fee.

First, check your email for an Order Confirmation. Please note that our emails can sometimes land in your junk, spam, or promotions folder, and may be automatically deleted after a period of time.

Next, check your bank transactions for a payment to Studio Kirby.

Still unsure? We're happy to double check for you. just get in touch with our team.

Identification photos are taken quickly at the start of the year to meet school deadlines. These images receive minimal editing (or none), as our priority is getting ID cards out promptly.

The final individual portrait delivered later in the year will reflect our usual high-quality standards.

Note: ID card images are printed on plastic using a ribbon printer (not traditional ink), which can affect colour accuracy.

Co-Curricular and Event photos (such as Senior Leaders, sports teams, music groups, and special events) are separate from regular photo day orders. These can be purchased via our dedicated gallery: https://studiokirby.shootproof.com/ and are posted to your home.

Some year-level cohort photos (e.g., Year 6 or Year 12) may also be available through this gallery. Availability is determined by the school, so if you’re unsure, please contact us or your school.

Still have questions?

We’re here to help! Reach out via our Contact Form or call our office on 3208 4793 during business hours: Monday to Friday, 8am–4pm

Our photographers are very happy to take sibling photos that include students from other schools - however, it is best you double check with the school that they are happy for this as well.

Some schools may not allow this.

Ordering is generally open 2 weeks before and 2 weeks after photo day.