FAQ

Customer Codes / Proofs / Lost Cards

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

After registering at the Silver Rose studios at the ceremony venue a confirmation email is sent to your designated email address (please check your junk/spam folder).

 

If you can't find your email please use our Retrieve Customer Codes service to retrieve your Studio Customer Codes here.

 

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

On the Silver Rose graduations page, under 'Online Ordering', select 'Option B'. From there you will be able to select your University and ceremony time. Scroll through until your find your stage crossing photo.

 

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

If your Graduation day was a Friday, Saturday or Sunday your proofs will be online on Monday. If you are still having problems please contact us here.

 

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 2 years old are subject to a $45 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, email, exact Graduation date and proof numbers if known. We are unable to track old Graduation images by name only. Ceremonies more than 2 years old are subject to a $45 search/retrieval fee. Order proofs here.

 

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.

 

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 email your order form to us with your payment. Orders more than 2 years old are subject to a $45 search/retrieval fee.

 

Payment / Delivery

How long does it take to produce my order?

Print and Canvas Order

 

 - Within Australia 

   Lab production time plus Australia Post delivery. 

   Please allow approximately 12 business days in total.

 

 - Express Post

   Lab production time plus Australia Post delivery.

   Please allow 6 business days in total.

 

 - International Post

   Please allow up to 20 business days.

 

Digital Orders

 

 - Please allow up to 4 business days.

   All digital products available from WeTransfer via a link we email to you.

 

VR (Virtual Reality) Orders

 

 - Please allow 3 business days to receive your VR time-lapse link.

   Allow 10 business days for the postage of your VR headset.

 

Five minute "Cameo" video

 

 - Please allow 10 business days.

   Delivered via WeTransfer via a link we email to you.

 

The above delivery times exclude all Australian public holidays (e.g.. Christmas, Easter etc).

 

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. Overseas destinations will incure a $35.00 postage fee. We also offer Express Post within Australia, additional cost apply. Canvas mounts incur extra handling and packaging charges.

 

I have ordered online but I don't wish to pay online, what other options do you offer?

At the end of the order process you can choose to 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 by ordering a Digital Collection or Portrait Image File. Products ordered digitally are sent via WeTransfer with in 4 business days (please check spam/junk folder).

 

I was photographed multiple times, Can I enter more than one customer code to view all my photos?

Yes, you can enter up to two customer codes into the 'Option A' of the Online Ordering section of our graduates page. If you have more than two codes you will not be able to combine the orders.

 

How do I receive my video products after purchasing them from the Photo Centre?

The Cameo video will be processed within 10 business days of yur ceremony. Once complete you can use your stage code on your receipt to download here.

The 360 VR Time-Lapse will be emailed to you. If you haven't received a link please contact us here.

 

How do I receive my video products after purchasing them online?

The Cameo video will be processed within 10 business days of your ceremony. Once complete it will be sent to you via WeTransfer (check your spam/junk folder).

The 360 VR Time-Lapse will be emailed to you. If you haven't received a link please contact us here.

 

Warranty

Lifetime print warranty

Silver Rose warranties our photographic products against fading and will replace any photographs which fade in direct sunlight at no cost for the lifetime of the print.

 


If you have a question you can contact us here

 

 

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