Frequently Asked Questions


Customer Codes / Proofs / Lost Cards
• I have lost my white Customer Code card, how can I view my proofs?
• I was only photographed crossing the stage. I don't have a Customer Code.
• When I input my Customer Code it says 'Sorry, the code you entered is not valid...'
• How long are my proofs kept online?
• I can't find my graduation date on the login screen.
• Can I have my proofs emailed to me?
• Can I purchase photos from another graduate's Customer Code?
• I was part of a group photo, can you send me the Customer Code?
• I have proofs from some time ago can I still place an order?
• How do I find my Stage Photo?

Payment / Shipping
• How long does it take to produce my order?
• Is your website secure?
• What are my payment options?
• What are my delivery options?
• My proofs are online but I don't wish to order/pay online, what options do you offer?
• How do I return photos damaged in the mail?

Products / Other
• How does the photography process work at my ceremony?
• Nothing happens when I click on a [details] or [more info] link.
• The thumbnail images don't enlarge when I click them.
• How do I order photographs if I graduated some years ago?
• Can I buy the images/negatives from you?
• Can I combine orders from different graduates on one order?
• Can I purchase Incentive products separately?
• I need more information on your CD/DVD Products.




I have lost my white Customer Code card, 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 Customer Code.
Please contact our Customer Service staff. You will need to tell us your university, graduation date and the session you attended.

When I input my Customer Code it says 'Sorry, the code you entered is not valid for the chosen graduation.'.
Check the date of your graduation is absolutely correct and try again.
If your graduation day was a Friday, Saturday or Sunday your proofs will be online on Monday by 4pm. 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 6 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 mail you your paper proofs to enable you to place your order (a $15.00 cost applies). We keep all original negatives and digital files in our archives for a minimum of 10 years. Ceremonies more than 5 years old are subject to a $25 search/retrieval fee.

Can I have my proofs emailed to me?
We do not offer this service due to the strict email size limits and spam blocking software on some accounts.

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.

How do I find my Stage Photo?
If Stage Photos do not appear in the proof bar at the bottom of the screen click the 'View Stage Photos' link. The stage photos for your ceremony will now load split into pages of approximately 30 images. Try to remember at what point in the ceremony you received your degree (ie. towards start, half-way through, etc) and scroll through the images until you locate your photo. Each image can be clicked on for a larger view. Click the Next Page or Previous Page links to navigate through the pages of images.

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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 up to ten 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 $20.00 for overseas destinations.

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 payment for 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.

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How does the photography process work at my ceremony? What do I have to do?
See the Ceremony Photography page for more information.

Nothing happens when I click on a [details] or [more info] link.
These links contain important information about your order and available products. Check that you have Javascript enabled on your browser. Disable any pop-up blocking software you may have installed on your computer.

The thumbnail images don't enlarge when I click them.
There is an issue with older Netscape browsers which can cause this problem. We recommend using another web browser such as Internet Explorer, Firefox or Safari (for Mac).

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 buy the images/negatives from you?
Yes. Images are available for purchase on our High Resolution Images 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 Order 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.

I need more information on your CD/DVD Products.
Click here to learn more about our CD/DVD Products.



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If you have a question that hasn't been answered here, please email our Customer Service staff.