Schools FAQs

I have emailed you and have not heard back yet?

At busy times of the year, we can receive a high volume of correspondence, but we aim to respond to all enquiries within 7 days. If you've already emailed or been in touch via another method, multiple communications can sometimes delay us getting back to you.

So while we are making every effort to respond to emails in as timely a manner as possible, this process will be greatly assisted by you refraining from sending follow-up correspondence before you have received our response.

Please rest assured that your query is extremely important to us, and we appreciate your patience as we get your orders dispatched ASAP and respond to your enquiries.

How do I retrieve my Image Download?

To download your portrait photos following your purchase, please follow these steps:

  • Visit our download website at www.tempest-download.co.uk
  • Enter the 10-digit image reference from your Image Download purchase.
  • Click the 'Go' button.

This website supports all our image download products, including Low-Res Image for Mobile.

If you have ordered a multi-image download, please enter each image reference from your purchase and download them one at a time.

For more help with downloading images to your device, please click on this document link. These instructions are primarily designed for iPhone users, but they should also prove quite helpful if you're using an Android device.

If I have more than one child at a school can they have their photo taken together?

This may be possible if the school has arranged this with our photographer. Please contact your school for more information.

If I have another child in a different school or would like a family photograph including parents; is it possible to have our photo taken together?

This is at the discretion of your school. Sometimes there is a photo session before or after the school day for this style of photos to be taken. Please contact your school for more information.

Can I create my own photo pack using more than 1 image?

Most of our printed packs contain a single image, though we do have a two-pose pack. Additionally, there is the option to purchase a USB which can contain up to three different portrait images. Individual prints can be purchased online or you contact us direct. You will need your unique 10-digit reference number located on your proof order form, or in the email/text message link sent to you.

My photographs have arrived damaged or faulty. What should I do?

Please contact Customer Services within 30 days of receipt and we can discuss your refund/exchange options. Email: customerservice@htempest.co.uk or telephone: 01736 751555 (opt.5). Lines are open from 8.15am-4.15pm Monday-Friday (except Bank Holidays).

How long does Tempest keep my images?

We retain your images for a maximum of 10 years. Should you have any specific questions or concerns regarding these images or our archive management, please contact us directly.

Who owns the copyright on my images?

H. Tempest Limited retains the copyright on all photographs taken and supplied. Photographs may not be copied, published or reproduced in any form without the written permission of H Tempest Limited.
 

Who do I contact if I have a query about my order?

If your query is regarding placing an order, please contact our Direct Order team on 01736 751555 (opt.3). For queries regarding delivery or a query upon receipt of your images, please contact our Customer Service team. Please be aware you will need your unique 10-digit reference number located on your proof order form, or in the email/text message link sent to you.

When will I receive my Photographs?

All orders placed whether through the school, online or by telephone can take up to 28 days.

How long do I have to place my order?

To avoid extra costs orders should be placed via the school within 10 days. Outside this period, you can order at any time as long as you retain your unique 10-digit reference number located on your proof order form, or in the email/text message link sent to you.

What do I do if I’ve lost my photograph reference number?

If you do not have a record of your 10-digit image reference number, please contact your school’s administrations office. Our photographers leave the school with either a disc or USB to import the images onto their school system. Please ask the administrator to locate the 10-digit image reference number in the folder on the device titled “Images for Tempest Customer Service”. If the school is unsure how to do this, please ask them to contact Customer Service for assistance.

Sale or Return Orders - How can I return my photographs?

Sale or Return packs are usually handled by the school where the photographs have been taken. If you do not wish to purchase the print, please return it to them. If you are enquiring about the returns/payment procedure as a school administrator, please contact our Accounts or Customer Service departments on 01736 751555 and we can assist further.

What are the sizes of your prints?

Print sizes are approximate and described in cm and (inches) below. Please note that some print sizes will require trimming upon receipt:
Extra Large: 25cm x 20cm (10” x 8”), Large: 20cm x 15.5cm (8” x 6”),
Medium: 17cm x 13.5cm (7” x 5½”), Desk: 13cm x 10cm (5” x 4”),
Fun + border: 10.5cm x 8cm (4½” x 3½”), Wallet: 5cm x 4cm (2” x 1¾”),
Mini: 4cm x 3.5cm (1¾” x 1½”)

Is Tempest GDPR compliant?

We are committed to being fully GDPR compliant. For further information, please visit our dedicated GDPR page or contact dataprotection@htempest.co.uk.

Do Tempest use photo-editing software to edit any images?

We do not use any photo-editing software to modify our images as standard. We can sometimes offer an image correction service at the request of the customer. If it is possible for our Image Editing team to make the amendment, this may be subject to a charge. The cost can vary depending on the level of work involved. Please contact Customer Service and we can advise further.

How do I download my purchased image download to my mobile phone?

Click here to view instructions on how to download your image to your mobile. These instructions are for an iPhone. Follow similar steps for Android devices, using Android-specific practices.

What changes have been made to the image download?

Our technical team have been working on improving the customer experience with image downloads. The changes made have not impacted the quality of the image you will receive, nor the amount of information contained within the file.

By way of explanation, here is an extract of a technical note from our software engineering team:

Dots Per Inch (DPI) and Pixels Per Inch (PPI) are ways to measure the fidelity of output devices such as printers (DPI) and screens (PPI). When images are stored, the important measure is the number of pixels, for a higher resolution digital download Tempest provide an image that is 4800 x 6000 pixels.

Using a 300-dpi printer this will enable an image to be printed at 406 x 508mm (A4 is 210x297mm) without the device having to expand the image and cause pixelation. The size of our download should allow an image to be printed up to nearly A2 size.

The information contained within the file regarding DPI is largely irrelevant as it is a hint to the output device, which can then calculate how large the rendered image should be. In reality, the output device will perform many calculations to work out the optimal based upon its own dimensions.

The recent work completed on the image download system has been able to utilise the features of the jpeg file format to reduce the size of our images from 12MB to 3-6MB whilst maintaining quality. This has been achieved by allowing the jpg algorithm to apply a 95% quality setting when saving the image enabling compression to be applied. This means quicker download times, less bandwidth usage and less storage requirements for the customer without compromising image quality.

Can I order a digital copy of my group image?

Due to copyright release and data protection, group images are not sold digitally, only the packages on your order form/website can be offered.

Will any third party companies contact me?

Tempest Photography may contact you via email to invite you to review any services and/or products you received from us. In order to collect your feedback and improve our services we use an external company, Trustpilot A/S (Trustpilot), to collect your feedback, which means that we will share your name, email address and reference number with Trustpilot for the purpose.

If you want to read more about how Trustpilot process your data, you can find their Privacy Policy here.

How can I pay for my photographs?

Many of your photographs can be ordered online. Alternatively, you can pay via cheque, credit/debit card, postal order or cash. We do not advise that anyone sends cash in the post unless it is via Special/Recorded Delivery or collected from the school via our pre-arranged Royal Mail service.

What additional order communication will I receive from Tempest Photography?

The initial email order confirmation is the only communication you will receive after placing an order. Any emails, text messages, or calls regarding your order after this initial confirmation email should be viewed with caution. If you are unsure, please contact our customer service team who will be able to clarify the situation.