Frequently asked questions (FAQ)
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Activation-
I have received a log-in code and would like to see and order my child's photos? What do I have to do?
It's very simple! Log in to our webshop on our website schulfoto.ch with your personal log-in code (from your personal order card from school). Then enter your e-mail address for activation. You will then receive our activation email and can follow the link, see your child's photos and choose from a variety of our products.
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When I enter my code, I receive the message: Invalid code.
Please check that no errors have crept in when entering the log-in code. In exceptional cases, it can happen that a code has been transmitted incorrectly. Please contact us by e-mail at shop@creative-foto.ch if your code does not work even after several attempts.
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Why do I get the message "Your photos are not yet available" when I enter my code?
Your code is already being processed, but the upload is not yet complete. You will receive a message by e-mail as soon as the photos are available. Please note that processing takes at least 48 hours and can only start after the entire photo session.
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I have not received an activation confirmation email in my specified mailbox.
The e-mail normally arrives within a few seconds. With some mail servers, however, it may take a little longer depending on the settings. Please also check your spam folder.
If you do not receive a confirmation email, you can go to the homepage of our webshop schulfoto.ch again. Here you can check the e-mail address you have entered and, if necessary, reset and correct it or have a confirmation e-mail sent to you again. -
Can I place a collective order?
You have the option of entering additional log-in codes when you first enter your personal log-in code. This is done by clicking on the plus symbol (+), which is located below the input field. All photos from the specified log-in codes will then be displayed together so that they can be ordered in one order process.
Even if you are already logged in and in the order process, you can add further order codes by clicking on the plus symbol (+) in the menu bar at the top right. -
If your request does not include any of the topics listed, you are welcome to send us an e-mail to shop@creative-foto.ch.
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order-
Can I place a collective order?
You have the option of entering additional log-in codes when you first enter your personal log-in code. This is done by clicking on the plus symbol (+) below the input field. All photos from the specified log-in codes will then be displayed together so that they can be ordered in one order process.
Even if you are already logged in and in the order process, you can add further order codes by clicking on the plus symbol (+) in the menu bar at the top right. -
Are there any other photos of my child?
We photograph each child several times in order to obtain a professional and beautiful photo result. Our school photographers select the best photos directly on site and then upload them to our order portal for viewing. All unsuccessful photos will be deleted immediately for storage capacity reasons.
All photo offers are non-binding purchase offers without obligation to buy or purchase, which can only be purchased if you like them. Nevertheless, we are very sorry if you do not like the photos. -
Why am I being shown the wrong photos?
In exceptional cases, it may happen that your photos have been assigned to the wrong group or that the personal order card has been mixed up at school. Please inform us by e-mail to [shop@creative-foto.ch] about what exactly is wrong.
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What do I do if I have accidentally placed a duplicate order?
Contact us as soon as possible by e-mail at [shop@creative-foto.ch] and send us the corresponding order numbers, which can be seen in the order confirmation (e-mail). We will then cancel one of the two orders.
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I don't like the background of the photo. Can this be changed afterwards?
No, the background of the photos cannot be customized.
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Can I still order photos from previous years?
For data protection reasons, all photo data will be deleted one year after the end of the photo campaign. Until then, however, you can access your photos at any time using your log-in code.
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How are the orders delivered?
We usually send your order by Swiss Post. Please ensure that there is a delivery option to the address you provide.
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How can I pay?
Payment can be made either by Mastercard, Visa, PostFinance Card, PostFinance e-finance or Twint.
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If your request does not include any of the topics listed, you are welcome to send us an e-mail to shop@creative-foto.ch.
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Delivery of goods / complaint-
How long does it take to deliver an order?
Unless otherwise stated in the offer, the delivery period is a maximum of 10 working days from receipt of the order. For orders placed between Christmas and New Year and in July, the special delivery times published in the webshop apply. If you have not received your order after 20 working days from the order date, please contact us by email at shop@creative-foto.ch.
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My photos are not completely cropped individually. Why?
This is for technical production reasons. A complete separation of all photos would mean a considerable amount of additional work (because it can only be done manually), which would have a significant impact on the pricing of the photos. In the interest of a good price-performance ratio, we therefore offer you some of the photos together.
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I don't like the background of the photo. Can this be changed afterwards?
No, the background of the photos cannot be customized.
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I am missing image data/photo prints. Why is my order not complete?
The image data will be activated for download after receipt of your payment. They are not included with the photo order. To download, please log in again to our webshop schulfoto.ch. Then click on the user account symbol in the top menu bar (3rd from the right). The photos available for download will be displayed there. You can start the download with a double click.
If photo prints are missing, please contact us by e-mail at: [shop@creative-foto.ch]
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Why does the image data download show an error?
In exceptional cases, the browser may not be able to download the displayed photos on some devices (e.g. Samsung browser on Android devices). In this case, try using a different device/browser.
If our server has a temporary fault, we always try to resolve the problem as quickly as possible. However, if the fault persists for more than two days, please send a description of the fault with a screenshot by e-mail to: shop@creative-foto.ch
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There are defects in the delivered products. What can I do?
We need to know exactly what the defect is!
Please send an email with the order number shown on the delivery bill, a description of the defect and a photo of the defective products to shop@creative-foto.ch. It is important that we are informed of the exact nature of the defect.
Alternatively, you can send us the defective product together with the delivery bill and description of the defect directly by post: Creative Foto AG, Mülacher 12, 6024 Hildisrieden. Please make sure that the postage is sufficient.
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If your request does not include any of the topics listed, you are welcome to send us an e-mail to shop@creative-foto.ch.
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