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.

We use Australia Post standard shipping on all orders. If you would like tracked shipping, please contact our office to request. There is additional $10 postage fee for tracked shipping.

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.

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.

If you would like to access a gallery that has expired, there is a $25 gallery retrieval fee to reinstate the gallery not including any photos.

To request reactivation of 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 gallery retrieval fee?

We would like to encourage customer to purchase their photos within 6 months of the event before it gets forgotten. For this purpose we send regular reminders to purchase your photos before it becomes expired.

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 manually 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