Frequently Asked Questions
1. How and when will I receive my school photo order?
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.
2. I don’t have my child’s Access Key to order online, what do I do?
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!
3. My children’s paper flyers have different Sibling Access Keys, which one do I use?
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.
4. What is the difference between a Student Pack and a Sibling Pack?
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.
5. Ordering on the website has changed. How do I order both individual and sibling packs?
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 use our Contact Us form with your order number and let us know which students should be in the photo.
6. Can I preview my child’s photos before ordering?
We handle a large volume of images each year, so individual previews aren’t possible. Our team carefully selects each student’s primary image based on a number of factors and guidelines.
If you receive your order and notice a genuine issue with printing or production, please contact us and we’ll work with you to resolve it.
7. Can I request a specific photo for my child’s portrait?
To keep things running smoothly and meet deadlines, we aren’t able to offer image selection. Our team follow a detailed process to choose the best available portrait for each student.
School photo days are designed to be quick so they don’t disrupt learning time. Because sessions move fast, students may not always show their usual expressions. Our photographers focus on capturing each child clearly; they may help point out school uniform issues, but they won’t adjust clothing, hairstyles, or ask that food or dirt is removed from faces/clothing.
8. Can I customise photo packs or order a single individual portrait print?
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.
9. My child lives in separate households, how can I make sure I receive the Pack I ordered?
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), please complete our Contact Form with your request and order number.
✅ Prefer to have it posted home instead?
We’re happy to arrange this, please use our Contact Form, adding your order number and mailing address.
Please note: A $7.50 postage fee applies for home delivery.
10. How will I receive digital portraits?
✅ 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.
12. My child was away for the class group, but had their individual photo taken on catch-up day. Will they be added into the group photo?
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 use our Contact Form and include 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.
13. Can I order photos from previous years?
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.
14. I can’t remember if I have placed an order already, how can I find out?
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.
15. My child is unhappy with their ID card photo. What can be done?
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.
16. How do I order Co-Curricular and Event photos?
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.
17. My child has siblings from another school, can they attend the sibling session as well?
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.
18. How long do I have to place an on-time order?
Ordering is generally open 2 weeks before and 2 weeks after photo day.