Question 1

I have lost the order form!

Accepted Answer

Send an email to info@exaktaphoto.se with the following details: school, class, the child's name and address, and your name. We will then send you a new form within 3 days. If you only want login details to order online, let us know and we will email them to you the same day. If the child is not registered at your address, you must also attach a confirmation from the school or class teacher that the order is OK.

Question 2

We are separated parents and would like a photo code each. I haven't received a photo code, why?

Accepted Answer

If you haven't received your code by email, text message or post, we most likely have no or incorrect details about you. If the other guardian has received a code, you can use it to create your own personal account. Otherwise, contact customer service with the pupil's first and last name, school, class and home address and we will help you.

Question 3

I have received my photos but the yearbook is missing?

Accepted Answer

The delivery time for the photo package is about 20 working days. The yearbook can take longer to produce and is therefore delivered separately as soon as it is ready. An invoice is always included with the product(s), but if you chose to pay in advance the invoice will show zero.

Question 4

I only want to order one product?

Accepted Answer

We do not take orders by phone or text message; an order must be placed by the customer through their own account. Contact our customer service if you need help creating an account.

Question 5

I haven't ordered anything but have still received products?

Accepted Answer

We never register an order unless an active order has been placed through our web shop. If it is a graduation order, it may have been ordered by the student on graduation day using an order form.

Question 6

How do I order more photos?

Accepted Answer

Log in to your account again with your registered email address and password to place a new order. If you have forgotten your password, you can create a new one with the "forgot password" button.

Question 7

When will the yearbook arrive?

Accepted Answer

Because of the scope of the yearbook, we cannot give an exact delivery date. Our goal is about 5–8 weeks after the last day of photography.

Question 8

I haven't received what I ordered?

Accepted Answer

The portrait package and the group photo are delivered together about 20 working days after the order is placed. The fridge magnet is delivered separately a few days after the photos. The yearbook is also delivered in a separate shipment; its delivery time depends on its scope and it will be sent as soon as it is ready. An invoice is always included with the product(s). If you know you placed an order and more than 3 weeks have passed, please contact our customer service and they will help you.

Question 9

The photos were bent or otherwise damaged in the post, will I get new ones?

Accepted Answer

If you have received a damaged product, you must file a complaint with our customer service within 7 days of receiving it. Send a photo of the damage to our customer service so we can open a complaint case. The products are then returned to us; mark the envelope "COMPLAINT". If the photos were damaged in the post, we will replace them with new ones.

Question 10

Instalments or moving the due date

Accepted Answer

Contact our customer service by phone or email and we will help you.

Question 11

I have lost my invoice, how can I pay?

Accepted Answer

Email or call our customer service and they will help you.

Question 12

I forgot to return my photos and have now received a payment reminder. Do I have to pay?

Accepted Answer

Ordered goods with a personal character cannot be returned or cancelled, as they are made to the consumer's specifications and are therefore exempt from the right of withdrawal. You may, however, cancel/return the yearbook. If you missed returning the yearbook and have received a reminder invoice, the right of return no longer applies and payment must be made according to the reminder invoice.

Question 13

How can I split my photo package and how do I calculate how much to pay?

Accepted Answer

Splitting and returning photo products is only allowed for products ordered using a physical order form. Add up the amount to pay using the unit prices shown on the invoice. Splitting the package does not give you a discount. Postage and the handling fee must also be included. Please note that no new payment slip is sent after a return; it is up to you to make your payment based on the original invoice.

Question 14

I have paid too much, what should I do?

Accepted Answer

Contact our customer service by phone or email and we will help you. Have the payment date, amount, reference number, name and account details ready so we can make a refund.

Question 15

I have received a reminder even though I have paid for my photos?

Accepted Answer

Do you have several deliveries from us? Check that you paid the correct amount with the correct reference number. Contact us by email or phone and we will help you.

Question 16

I have received a reminder even though I returned the product(s)?

Accepted Answer

Contact our customer service by phone or email and we will help you.

Question 17

Which payment methods are available?

Accepted Answer

You can pay by card, invoice or in instalments. All prices and fees include VAT.

Question 18

My name is misspelled in the yearbook

Accepted Answer

The names in the yearbook come from the school's class lists, which we receive as a file from the school's records. To be safe, we send proof copies to all schools, and any errors should be caught by the school when proofreading. We then correct any errors before printing.

Frequently asked questions

Most common questions

Ordering and delivery

Invoices and reminders

Payment

Other questions

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