Frequently Asked Questions

How long will it take for me to receive my order?

Our standard turnaround time on all orders within 1-2 weeks.

Important Covid-19 Note:

Due to current situation, we notice delays with Australia Post deliveries. Please allow 14 – 21 days for deliveries for Standard Australia Post. Unless otherwise arranged, all our orders do not have a tracking number. To find out more, check out this link regarding Coronavirus impact with deliveries

I lost a gallery's access code, what do I do?

Email us on with the name of the event, date and your details so we can send you the access code.

I lost password to access my account, what do I do?

Select “Forgot Your Password” on the login page to prompt and reset your password.

It has been longer than 4 weeks and I haven't received my order, what do I do?

Please contact us on 03 9421 5667 or fill out our contact form and one of our friendly customer service staff will be able to assist you.

Important Covid-19 Notice:

We have noticed a significant delay with postal deliveries via Australia Post due to the current situation. Please allow 14 – 21 days for delivery after you receive an email notification from us that your order is on the way.

To find out more, please head to

What is the cost of postage?

All printed photo orders will attract a flat fee of $5.00 per order for Standard Australia Post. Please note that we can’t provide tracking code for this delivery.

We have also an option for registered postage with a tracking number available at $10.00 per order.

What is the standard size for prints?

We have 4 sizes that will fit a range of readily available picture frames.

  • 5×7″ inch (13cm x 18cm)
  • 6×8″ inch (15cm x 20cm)
  • 8×12″ inch (20cm x 30cm)
  • 11×14″ inch (28cm x 35cm)
What method of payment do you accept?

For all online orders we accept VISA/ MASTERCARD/ AMEX/ PAYPAL.

Has your photographer had a "Working with Children" check?

Yes, it is a mandatory requirement that all our photographers hold an up to date “Working with Children” accreditation.

If you require documentation for an event you’ve booked with us, please feel free to contact our office on 03 9421 5667 for business hours.

Can I purchase photos from a gallery that has expired?

Our gallery is available online for 6 months after the date of event.

Please note that galleries that has expired for less than 12 months from the date of event, there is a $25 retrieval fee to re-activate the gallery. You can redeem the $25 fee on purchases.

If you would like to access a gallery that has expired for more than 12 months, there is a $50 admin fee to activate the gallery. This amount is not redeemable for purchases but instead to cover the admin cost to re-instate the online gallery from our archive

To re-activate an expired gallery, please fill out your details on our contact form or email with your event name, date and your details.

Why do you charge retrieval fee and/or admin fee?

We would like to encourage customer to purchase their photos within 12 months of the event before it gets forgotten.

Our online gallery system has a storage capacity limit thus requiring older galleries to be retired to allow new ones to be available online. After a gallery is removed from the online system, our staff member must retrieve it from our archive and re-upload the entire gallery before customer can commit to a purchase. We simply require a commitment from customer who’s serious about ordering their photos. We appreciate your understanding of our process.

What's your refund policy?

We offer refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy 

Please note that we do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.

If you’re not happy with the quality of prints/digital photographic products, please email us on with details of your order and your phone number, alternatively ring our office 03 9421 5667 during business hours to discuss available options.

Article Name
FAQ Photography Service
Publisher Name
HM Photos