Frequently Asked Questions

How can we help?

There is a lot of information to take in and we know you might have a question or two, so we have put together the most common things we get asked and answered them for you below. If you still have a query or want to discuss anything please dont hesitate to contact us >

COVID-19

WHAT STEPS HAVE BEEN TAKEN TO KEEP US SAFE?
We have been busy implementing various measures to keep both staff and customers safe. These include:

A reduced number of appointments to allow for extra cleaning before and after every session
New hand sanitising stations at the entrance to our studio and viewing room.
New UV air purifiers.
We are limiting the number of people able to attend your photographic session to 10 people plus pets, from your household bubble.
There are no customer toilet facitilies available
There is no food or drink to be brought onto the premises.
Photographers will be wearing masks and adhering to social distancing guidelines.
Customers will be required to wear masks at their viewing session.
Customers must call the office number upon arrival before entering the building. A member of staff will then meet you and escort you into the studio/viewing room.
We require all of the names of your party for track and trace purposes. All data will be shredded after 21 days.

WHAT IF ONE OF MY PARTY DISPLAYS SYMPTOMS BEFORE OUR APPOINTMENT?

Please call the office on 01202 622333 as soon as possible and we will rearrange your appointment following the medical guidelines.

WHAT HAPPENS WHEN WE ARRIVE FOR OUR STUDIO SESSION?

When you arrive please call the office on 01202 622333 and your photographer will then come and guide you to the studio. Before entering the studio please use the hand sanitisers provided.

WHAT IF WE ARE REQUIRED TO SELF-ISOLATE PRIOR TO OUR APPOINTMENT?

If you are required to self-isolate prior to your appointment, then please call the office on 01202 622333 as soon as possible. We will transfer your appointment and deposit accordingly. Please supply relevant evidence such as official communication (text, email or letter) from a relevant governing bodies or school.

WHAT IF ONE OF MY PARTY DISPLAYS SYMPTOMS AFTER OUR APPOINTMENT?

If you or a member of your party display symptoms within two weeks of your appointment, please call the office on 01202 622333 as soon as possible. We can then take the necessary steps and notify the relevant parties.

DO I NEED TO WEAR A MASK?

You will only be required to wear a mask at your viewing appointment and not in the studio. During your studio session the photographer will be wearing a mask and observing social distancing, this will not effect the quality of your photographs.

WHAT IF I AM EXEMPT FROM WEARING A MASK?

That’s not a problem. Please bring your exemption card or letter with you.

CAN I BRING FOOD & DRINK INTO THE STUDIO AND VIEWING ROOM?

Unfortunately we can no longer permit food and drink on the premises. However, if you have a baby attending with you please bring any bottles etc that you may need during the session.

ARE THERE ANY RESTRICTIONS FOR THE VIEWING APPOINTMENT?

You will be asked to use the hand santising station prior to entering our viewing room and you will lbe required to wear a mask for the duration of the appointment. Anyone attending who is under the age of 11 does not need to wear a mask.

PLEASE DO NOT COME TO THE STUDIO IF YOU HAVE COVID-19 SYMPTOMS.

Please call the studio on 01202 622 333 or text a message to 07484 871 918 as soon as possible.

Guidelines can change on a weekly basis. Please click here for up to date government guidelines and advice.

DO YOU HAVE ANY
DISCOUNTS AVAILABLE?
We offer a £20.00 discount on our packages when paying in full for one of our packages at the time of booking, or at the time of your photoshoot only. We also offer discount to those in the British Forces or in a Blue Light Force such as the NHS, Police or Fire Service. You can find out more on our NHS & Military page >

WHY DO I NEED TO PAY A BOOKING DEPOSIT?

Unfortunately we have had customers not turn up to their photoshoot and/or viewing appointment without any notice in the past. We take a booking deposit to secure your time and to prevent no-shows. The deposit is fully refundable providing you attend both your photoshoot and viewing appointments.

DO YOU OFFER PAYMENT PLANS?

Yes! We offer payment plans on all our wall packages. You can find out more here >

CAN WE PURCHASE ADDITIONAL PRINTS?

Yes, we offer a wide range of packages including Acrylics, Canvases and Box Frames. Each of these packages also includes all of your digital images. Alternatively, we also offer two digital only packages.

ONCE I'VE BOUGHT THE DIGITAL PICTURES CAN I JUST COPY THEM AND GIVE THEM TO MY FRIENDS AND FAMILY?

Yes! We send our images via WeTransfer to your email address. Once downloaded these can be shared to friends and family for their enjoyment. They can also print these, but we must stress the quality will be dependant on your skill level and the lab used to print. That’s why we strongly advise we produce the products for you.

WHAT IS INCLUDED IN OUR FAMILY PORTRAIT EXPERIENCE?

You will receive a 60 minute photography session in our studio, a private cinematic viewing of your final edited images in our viewing room and a classically framed image of your choosing which you will receive at your viewing. This cannot be changed.

IF I'VE PAID FOR THE IMAGES, CAN I USE THE PICTURES HOW I WANT?

Lite-Box Imagery Ltd does give you the rights to share our work with family and friends. Also, we allow you to produce your own products, however the photos are not licenced for commercial use. We very strongly advise you to come to us as we can guarantee our work. We still retain copy rights.

WHEN WILL I RECEIVE MY PRINTED PRODUCTS?
Delivery is within 4-6 weeks from the date of your viewing. You will then be notified when you can come and collect your order. We are hoping to offer home delivery very soon!

WHEN WILL I RECEIVE MY DIGITAL IMAGES?

We send digital images via WeTransfer to the email address you provide at your viewing. You will then have 7 days to download your images before the link expires.

WE USED OUR DIGITAL IMAGES TO PRINT ELSEWHERE AND THEY DON'T LOOK AS GOOD AS THE PRINTS WE ORDERED FROM YOU?

Print quality varies considerably and photographers can’t take responsibility for the quality of the prints from a home printer or that of any other print shop or lab. We can only guarantee the results from our own labs, because we carefully profile the images to match those labs requirements. Photographers process their images on properly calibrated computer monitors and use special professional only laboratories so that the pictures come back looking exactly as they should. It is very unlikely that any client’s home monitor or printer is set up this way.

I TOOK A DISC OF IMAGES/A PRINT TO BE SCANNED TO MY LOCAL PRINT SHOP AND THEY WON'T PRINT THEM, WHY?

The shop needs to be certain that you have the right to makes copies of the pictures. So, you have to have taken the photos yourself, or show a document provided by the photographer allowing you to make copies.