Links are usually sent out on the Friday of the week after a photo day (usually around 10 days after) and they can be sent up to 8pm. If you are contacting me before this time please be patient, I will be deep in an editing hole trying to get them all finished!

If this deadline has passed, or you have heard from other parents that they have received a link then you should have been sent yours too. But email filters are not kind to me and often the emails will get caught up! The easiest way to find the email is to do a manual search for “Kathryn” in your email account, other search terms you can use are “proofpix” or “Elizabeth may photography”.

I can see who has opened the emails, so I try and send a text message out 1-3 days after the email has been sent to those who haven’t opened it. This will contain the exact email address used. There is no point in me resending the emails if the address is correct, as if the first one hasn’t got through then others wont either.

Another possibility is that both parents have signed up your child separately. If this happens I will only be able to keep one of the records linked to the gallery, so your partner may have got the email instead of you – do double check with them to make sure this hasn’t happened.

In 95% of cases the email will be found by searching, but if you can’t find it and your email address with me is correct I will need an alternative email address to send it to, you can reply to my text message or email me with a different address.

 

 

This is very rare, but as I am a human it does occasionally happen. Once you have emailed me to alert me about this I will look into it and work out what has happened and get you the correct link asap, however to help me with this please send me a photo of your child. Any photo will do, it’s just so I can identify them in the galleries I have edited.

If you have emailed me to let me know but you haven’t sent me a photo, please send a  follow up email with a photo and then I will be able to come back to you quicker.

An email to your downloads is automatically generated and sent to you when you make your purchase, so in theory you should have it somewhere. You can search your email account for “proofpix” or “downloads” to see if you can find it – if you do find it please email me and let me know so I know I don’t have to arrange a new link.

Unfortunately the emails sometimes do disappear into the ether 🙁 so if you have emailed me and I have not heard from you to say you have found the link I will reply to your email with a copy of the link asap.

Download links are valid for 30 days from the day of purchase so please download the images to your computer in this time.

If you have ordered for example 5 digitals and when you download them from the link there is only 3, this usually means that you have duplicated the images by mistake. If you open the PDF receipt that is emailed to you, it shows what you have ordered and you will likely see multiple of the same images.

If you have already told me the missing files, then I will swap them over and resend a new download link. If you haven’t told me which files you were supposed to receive then please send me a follow up email with this detail so speed up the process. I will do this asap, but I may be on a shoot so please allow 1-2 business days.

Your files have been compressed using a professional software which doesn’t impact the quality of the image itself. This means you can print it as big as you want, and there will be no issues at all.

File size does not reflect the quality of the image, they are still high resolution, just at a fraction of the size.

A really easy way for you to see for yourself that the file is still high resolution, is to open one of the images on your computer and zoom in. With all photos there becomes a point that the photo is pixelated, if for example you download an image from google and zoom in, you will lose the quality very quickly and it will be blurry when you try and view it bigger.. But with your nursery photos you should be able to make the photo very large on your screen (bigger than you would probably ever want to print it) before it will start to pixelate.

I am unable to swap b&w or colour photos for the opposite. When I am taking the photos, I will usually try and capture one slightly more serious photo (it’s not always possible) that I will only edit in black & white. This photo would never have made it to the final selection if it was going to be edited in colour, as the aim of the photo is to create a feeling that is created by the expression paired with the black & white edit. I only edit this photo in black & white so I am unable to make it colour again.

If you love your colour photos but also love black & white photography you can download your photos and then use your computer to make black & white versions (google can help you if you aren’t sure how to do this).

I am unable to extend any discounts which are set up. To make sure you don’t miss them I leave a poster with the nursery with the key dates on and then In every email I send to you I include the discount expiry date.

I send around 5 emails from the launch of the photo sale to the discount expire date which is usually 2 weeks, I also send text messages to parents who haven’t viewed their child’s photos to ensure all parents have had the opportunity to view the photos and the discount details.

I do understand personal circumstances mean some people miss out on this discount, however it’s not possible for me to extend deadlines if you have missed it.

As I’m sure you can imagine, there are endless combinations of photos and packages that I could offer. This is overwhelming and confusing for everyone, so I have had to focus on what is popular so that most people are happy and can find something to meet their needs.

I am unable to add more packages or create bespoke packages, but there are lots of different combinations and single options available so you should be able to build your own package using the combinations I offer.

Don’t forget, there is a 10% discount on orders over £50 for the first 2 weeks, so the prices you see on the website will be reduced in this time.

The easiest way to buy one image is to choose the one you want and add it to your basket.

You will also see 3 sections in the ordering area – Packages. Photo Prints, Photo Downloads – the single digital image option is in the Photo Downloads section. So you can also add this to your basket and then choose which image you want once you have selected it.

Please check the email that went out to launch the photo sale to see the timeline for your prints.

Some nurseries (ones close to my home in East London) will have a bulk order to save parents postage costs. This means the order can’t be placed until the discount period finishes. Once the discount ends, the order will be placed and delivered to the nursery for your collection around 2 weeks after.

If your nursery is not having a bulk order, or you have placed your order after the event discount ends, the prints will be sent to you directly around 2 weeks after you order them.

They all be delivered by FEDEX and your mobile number will be provided to keep you updated with the delivery details.

If your order is not part of a bulk order, I will check its progress and reply to your email. Sometimes orders can get stuck at customs and I need to chase them via the printers, but don’t worry they wont be too long 🙂

Siblings are the only children who can share a gallery. Any child with different parents will have a separate gallery and their own parents will need to purchase their photos.

If your child’s cousin or friend is photographed with them then I will put this photo in both galleries so you both have the option to purchase it.

Please note, whilst I try and capture family members together, I don’t offer friends photos. It is very difficult for me to capture all of the children on their own in such a limited time which is why it isn’t possible. There have been occasions in the past where shy children have been supported by a friend and I have captured a spontaneous photos of the 2 of them in this moment, but this will never be planned.

I completely understand that photography can feel like a significant investment, and I always aim to price my products fairly and responsibly. Each year, I carry out market research to ensure my pricing remains competitive and reflects the quality and service I provide. My intention is never to overcharge parents, but to deliver beautiful, lasting images at a fair price.

For the best value, I always recommend considering the larger packages, as these offer the most economical option per image and represent the greatest overall saving. If you purchase during the discounted period you will also save 10% on orders over £50.

All printed products I offer are produced on fine art paper — a premium, professional-grade material designed for superior colour, detail, and longevity. This is a higher specification than standard high-street printing, which is reflected in the price. For families who prefer a more budget-conscious option, digital images are available so you can arrange your own printing if you wish.

It’s also important to note that photography pricing reflects far more than the time spent taking and editing images. Running a professional photography business includes significant annual costs such as specialist equipment, insurance, website and database systems, professional software, and ongoing training. Each nursery photography day also involves additional expenses, including an assistant, website commission for secure online gallery hosting, professional printing, card processing fees, travel, and occasionally accommodation. There is also substantial administration both before and after each session to ensure everything runs smoothly for families and nurseries alike.