Frequently Asked Questions Customer Codes / Proofs / Lost Cards • I have lost my Customer Code card, how can I view my proofs? • Where do I find the Proof Number? • When I input my Customer Code it says 'Invalid Password'. • When I try to enlarge a proof thumbnail nothing happens. • When I enter my Proof Number I get an error that says 'Oops! You missed or..." • How long are my proofs kept online? • I can't find my graduation date in the Proofs section. • Can I have my proofs emailed to me? • Can I purchase photos from another student's Customer Code? • I was part of a group photo, can you send me the Customer Code? • I have paper proofs from some time ago but have no Customer Code. Payment / Shipping • Is your website secure? • What are my payment options? • What are my shipping options? • My proofs are online but I don't wish to order/pay online, what options do you offer? • Can I download a paper Order Form? • How do I return photos damaged in the mail? Products / Other • I'm having trouble downloading/opening the Order Form. • Why do I get a 'Security Failure. Data decryption error.' error message? • Why do I get a message saying 'This page contains secure and nonsecure items...'? • How do I order photographs if my School Formal was some years ago? • Can I buy the images/negatives from you? • How long does it take to produce my photographs? I have lost my Customer Code card, how can I view my proofs? If your school formal was held within the last 6 months please use our Customer Code Retrieval page, otherwise, contact our Customer Service staff. You will need to tell us the School Formal you attended and the date of the formal. Where do I find the Proof Number? Proof Numbers are listed below the thumbnail of each image when you view your proofs. Your Proof Number consists of your customer code plus the frame number. Be sure to list the entire proof number when ordering your photos (ie. 123456-4). When I input my Customer Code it says 'Invalid Password'. Check the date of your school formal is absolutely correct and try again. If your formal was held on a Friday, Saturday or Sunday your proofs will be available online by Monday 4pm. If you are still having problems please contact our Customer Service staff. When I try to enlarge a proof thumbnail nothing happens. Check that a Full Size Preview window is not already open somewhere on your computer's desktop. If this fails, check that you have javascript enabled on your browser. Use your browser's Help files for information on enabling javascript. Temporarily disable any Pop-Up blocking software you may have installed and reload the page. When I enter my Proof Number I get an error that says 'Oops! You missed or incorrectly entered the following...' You may have forgotten to enter a proof number somewhere on an order page, or you have entered a proof number in the wrong format. Proof numbers need to be entered in full, typed exactly as listed under your proof images (ie. 123456-4). How long are my proofs kept online? I can't find my graduation date in the Proofs section. We keep your proofs online for 6 months from your date of formal. If you wish to view your proofs after this period of time please visit our Photographic Formals Proofs page. We will mail you your paper proofs to enable you to place your order. A $15.00 cost applies. Can I have my proofs emailed to me? We do not offer this service at this time due to the strict email size limits and spam control on some accounts. Can I purchase photos from another student'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 student's customer code. You will need to acquire the code from the student who holds the Customer Code card. Group Photo Customer Codes can be retrieved via our Customer Code Retrieval page. I have paper proofs and an order form from some time ago but have no Customer Code. You will need to download a new order form, fill it in and mail or fax your order to us with your payment. ^TOP 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 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 from the following credit cards - Visa, Mastercard and Bankcard (Australian). If you do not wish to pay via credit card you should download an order form, complete the details and return with full payment to Silver Rose. We accept personal cheques, bank cheques and money-orders. Payment is required before production commences on your order. What are my shipping options? We mail all orders to Australian and International addresses. Each order is securely packaged and dispatched via Australia Post. Postage and handling charges are $7.00 within Australia and $20.00 for overseas destinations. My proofs are online but I don't wish to order/pay online, what other options do you offer? No problems, you can download and print an Order Form, fill in the details and return to us with your payment via mail or fax. Click here to download the Order Form in PDF format. You need to have the free Adobe Acrobat Reader installed to view this file. 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 payment for the amount you were compensated, a copy of the compensation letter you received from Australia Post, the damaged photos, packaging 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. ^TOP I'm having trouble downloading/opening the Order Form. To view and print the Order Form you will need to download and install the free Adobe Acrobat Reader. When the Order Form has loaded you can print a copy, fill in your details and return with payment to Silver Rose. Why do I get a 'Security Failure. Data decryption error.' error message? We recommend installing an alternative Macintosh browser (listed below) and then accessing our website normally. Safari - http://www.apple.com/safari/ OR Opera - http://www.opera.com/ OR Netscape - http://www.netscape.com Why do I get a message saying 'This page contains secure and nonsecure items...'? This message is displayed when you begin the order process. You should click 'Yes' to ensure the proofing system works normally. The webpage is split in two - the top of the screen is our secure order form and the bottom of the screen is the proofing system. The proofing system is not secured due to speed issues however the order form is totally secure. To check this you can right click on the top half of the screen and select 'Properties'. The information in the Properties window will confirm that the page has been fully secured using SSL with 128bit (High) encryption. Please visit our policies page to learn more about our security and privacy policies. How do I order photographs if my formal was held some years ago? Contact our Customer Service staff and quote your name, school, exact formal date and proof numbers. We are unable to track old formal negatives by name only. Can I buy the images/negatives from you? Digital image files and negatives are not available for purchase. We store all image files/negatives for a minimum of 5 years. How long does it take to produce my photographs? Your order will be posted from our Studio to you within 14 days from the placement of your order. Overseas delivery times are subject to international postal conditions.Changes made to your order (quantities, etc) during production may delay the production time of your photos. ^TOP If you have a question that hasn't been answered here, please email our Customer Service staff.