You can search for your image by the colour of your top worn on the day,
or by race number. If you can not locate your image, please
drop us a line
with as many of these details as possible:
- colour of top worn
- race number if known
- event name
- your full name
- colour of any accessories - such as helmet, trousers
- colour and model of any equipment - such as a bike
- approximate time at the start and finish
We will do our best to find it for you. Indeed we have a high sucess rate
of finding the right image, so don't despair of you can't find your image!
You can get a multi-image download package, for all your images (same race
number) taken at one event. If your images are not all tagged with your race
number, for example you found some of them by searching for "colour of top",
then let us know and we can add these in to your download too.
To order a multi-download choose any of your images, tagged with your race
number, and select the multi-download product. This costs £24.99 and is
unlimited for all your images (i.e. same race number, same event). We will then
select all your tagged images, and after they have been processed by our
technicians, add them all to an online download. You will receive an email
giving you the online download access, with username and password. You can then
log-on to our website and download the high resolution images.
Once you have placed your order for a digital download, our technicians will
enhance and optimise your images. We will then upload high resolution images
to our digital download section of the website. Once your images are
available, we will email you with your login details - username and
password. You can then log on to our website and download your images to
your computer. Digital downloads are available within 24 hours of ordering.
If you do not receive your email with the access details, please check your
junk email folder, then contact us and we will resend it to you.
Yes, we use PayPal who offer one of the most advanced secure internet
payment solution currently available. By default your card details are only
held on our site for the duration of the check out process and even then
they are held in an encrypted form. All card transactions are made through a
secure form and transmitted through to a secure server using high levels of
encryption.
Follow the five stages to order found on the right of the page. If
you have any problems, please contact us.
If you are experiencing problems with our website, we suggest the following:
Update your browser to the latest version: these can be found at:
If you are still experiencing problems, please contact us.
Include the following information and we will generate an order for you and
send you a link so that you can check it and make payment.
- Photo you wish to purchase, including size or download option as well as
quantity
- Your name, address and full contact details
- Your email address
- Please do not provide payment details at this stage, you will use them later
on the secure payment gateway.
We accept the following cards:
- Visa
- Visa Delta
- Mastercard
- Visa Electron
- Maestro
- American Express
We also accept direct payments from PayPal.
All our payments are made through the secure PayPal gateway. You do not need
a paypal account to pay.
We charge your chosen credit or debit card when you place the order. We
will refund the value of the transaction to your card in the unlikely event
of any problem with the order or the dispatch process.
We work Mondays to Fridays 9.00-5.00.
At the moment we offer a select number of products for our print images.
Should you wish to order a different size image than offered, please contact
us and we will do our best to assist.
information@myfrozenphoto.com
Due to the automated nature of some parts of our system, it is very
difficult to change or cancel an order once it has been placed. We process a
large volume of orders a day, so it is likely that your order will have been
printed and dispatched before we are able to stop it.
If you do need to cancel or change an order, please use the
Contact page to
alert us to your problem. We will do what we can to help, but can't promise
that we will catch your order in time.
We comply to the OFT distance selling regulations - as per personalised
goods made to a customer’s specification.
We currently only offer UK postage online.
Photographs purchased online are for personal use only. If you wish to use
our photographs for non-personal use please contact us for pricing and usage
terms. Please note we will not release images of children to the media
without the permission of the parents or guardians. Copyright remains with
myfrozenphoto.com of all images displayed on the site.
We use very sturdy packaging to avoid damage in the post but items may be
damaged on rare occasions. If your product is damaged during shipping please
contact us quoting your order reference and telling us exactly what
products/which images are affected. We do reserve the right to ask for items
to be returned before replacement but that is not always required.
A missing or incorrect item in an order is an extremely rare problem for us.
However, if you have an error in the order that you have received please
contact us and we will remedy the situation. When contacting us please be
sure to specify your order reference and details of what is missing or
incorrect.
In the unlikely event that we are unable to fulfil your order you will
receive a full refund to your credit or debit card. If there is an error in
the fulfilment of your order, please contact us and we will correct the
error or refund as necessary. We do reserve the right to request the return
of goods before a refund is issued.
We are known for our prompt dispatch of orders so it is unusual for
customers to not receive them on time. If you are expecting an order, please
consider the below points:
Download Images
These will be available to you within 24 hours (Monday to Friday). Details of how
to retrieve your downloadable prints will be emailed to you.
Sometimes you may not receive the email, please check your junk
email and then contact us and we will resend the access details.
Orders placed on Friday will not be available until Monday.
Printed Images
Orders should arrive within 7 – 10 days of the order being placed. We
personally check by hand every image, before and after printing, to ensure
the best print possible is delivered to you. Please check your order
confirmation email for the expected turnaround time for your orders.
If we have posted it out to you then you would have received a dispatch
confirmation email. This will let you know that it has left our production
building and which dispatch method was used to send it.
Occassionally, their may be delays due to the Royal Mail, which we
can not accept responsibilty for.
We dispatch all domestic orders by Royal Mail First Class post. In 90% of
cases the Royal Mail manages to deliver first class post next day but this
is not guaranteed. If your order was dispatched by first class post and you
haven't received it within a week of dispatch then please contact us,
quoting your order reference. We can then arrange to reprint and re-dispatch
the order to you, obviously at no further charge. Our turnaround times are
based on averages and are therefore liable to vary slightly during peak
periods. Unfortunately we cannot accept responsibility for delays by the
Royal Mail or our Printing Partners.
If you notice in the dispatch confirmation email that the delivery address
was wrong or incomplete please contact us quoting your order reference. Your
package may have been returned to us in which case we can send it out to the
corrected address.
If your order was for poster prints it would have been posted in a tube
which will most definitely not fit through a normal letter box. If you order
was for large prints or gifts then it would have been a larger package which
wouldn't fit through. It may be the case that the postman tried to deliver
but no-one was in. If you suspect this please speak to your local sorting
office to see if they have taken it back there.
There is no tracking available for standard first class delivery
We are always keen to hear about new events. Please contact us on bookings@myfrozenphoto.com
- We will not publish the identity of children on our website.
- Should our photographers need to direct children in a posed photo, they will
do so using verbal requests only.
- Our photographers will be easily recognisable by a ID badge or the Company
Vest/Jacket uniform.
- We will not sell or distribute images of children to the press unless we
have consent from the parent or guardian.
- We will not take photographs of children who are suffering pain or distress
during an event.
- Photographs will only be taken of children appropriately attired for an
event.
- Our photographers will conduct their work in a polite and friendly manner at
all times.
If none of the above FAQs answer your question
please email us with your
question or feedback.
Or
go to our support portal and
submit a ticket.