FAQ

Customer Codes / Proofs / Lost Cards

I don't have my Customer Code. How can I view my proofs?

Please use our Retrieve Customer Codes service to retrieve your Studio Customer Codes.

 

I was only photographed crossing the stage. I don't have a Stage Code.

Please contact our Customer Service staff. You will need to tell us your University, Graduation date and the session you attended.

 

If you were photographed in our studios since 18th July 2009, you will have received an e-mail with your customer code, alternatively please use our Customer Code Service to obtain your Studio Customer Code.

 

When I input my Customer Code it says 'Sorry, the code you entered is not valid for the selected Graduation.'.

Check your Graduation date is absolutely correct and try again. If your Graduation day was a Friday, Saturday or Sunday your proofs will be online on Monday. If you are still having problems please email our Customer Service staff.

 

How long are my proofs kept online?

I can't find my Graduation date on the login screen.

We keep your proofs online for 12 months from your date of Graduation. If you wish to view your proofs after this period of time please visit our Photographic Graduation Proofs page. We will email you your proofs to enable you to place your order (a $15.00 cost applies). We keep all original negatives and digital files in our archives indefinitely. Ceremonies more than 5 years old are subject to a $25 search/retrieval fee. Order proofs here.

 

How do I order photographs if I graduated some years ago?

Contact our Customer Service staff and quote your name, exact Graduation date and proof numbers if known. We are unable to track old Graduation images by name only. Ceremonies more than 5 years old are subject to a $25 search/retrieval fee.

 

Can I purchase photos from another graduate's Customer Code?

I was part of a group photo, can you send me the Customer Code?

Our privacy policy prevents us from providing another graduate's customer code. You will need to acquire the code from the graduate who holds the Customer Code card.

 

I have proofs and an order form from some time ago can I still place an order?

You will need to contact Silver Rose for a current order form, complete it and mail or fax your order to us with your payment. Orders more than 5 years old are subject to a $25 search/retrieval fee.

 

Payment / Delivery

How long does it take to produce my order?

Once payment has been received your order will be in production for approximately three working days.
Please allow a few extra days delivery within Australia and longer for overseas delivery.
If you have not received your order within three weeks please contact Silver Rose.

 

Is your website secure?

Our online ordering system is extremely secure. We have processed thousands of orders without a single security issue. Our e-commerce system uses 128bit SSL technology (Secure Sockets Layer) to encrypt your personal and financial details. Please visit our policies page to learn more about our security and privacy policies.

 

What are my payment options?

We accept payment via Visa, Mastercard, Cheque and Money Order. You can choose your payment option when you checkout of our order system. Please make all cheques/money orders payable to Silver Rose Photography.

 

What are my delivery options?

We mail orders to Australian and International addresses. Each order is securely packaged and dispatched via Australia Post. Postage is free within Australia and $25.00 for overseas destinations. We also offer Express Post within Australia, additional cost apply. Canvas mounts incur extra handling and packaging charges.

 

My proofs are online but I don't wish to order/pay online, what other options do you offer?

At the end of the order process you can choose to "save" your order and send us a cheque or money order.

 

How do I return photos damaged in the mail?

All photos dispatched by Silver Rose are securely packaged and posted via Australia Post. If your photos have been damaged in the mail you need to lodge a claim for compensation with Australia Post. You should take the damaged photos (including all packaging material) and a copy of your invoice to your nearest Australia Post Office. Once they have approved your claim you should return the amount you were compensated, a copy of the compensation letter you received from Australia Post and a copy of your invoice to Silver Rose. Please include a covering letter with your contact details. We will then reprint your damaged photos and dispatch them to you by registered mail free of charge.

 

Products / Other

Can I buy the images/negatives from you?

Yes. Portraits images are available for purchase on our High Resolution Portraits CD-ROM and Graduate's CD products.

 

Can I combine orders for different graduates on one order?

No, this is not possible because of the free bonus incentive system.

 

Can I purchase Incentive products separately?

The Souvenir Stage Photo is available separately. The Souvenir Portraits and Postcard Pack are only available as Incentives.

 

 


If you have a question you can contact us here

 

 

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