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 S U P P O R T C E N T R E

MY ACCOUNT

Experiencing difficulties logging in

Having an account with us allows you to manage and track your orders. It allows you to save your payment details etc so you can shop with us again in the future. If you are experiencing technical difficulties with logging into your account, please contact us using the `Contact Us` page. Thank you

Making a payment

Our usual service is to request payment at the time of ordering your item via our website.

However, there are occasions when we would ask for a deposit to secure your order / booking and then ask for settlement at the time of the service being delivered to you.

This would especially apply to the following services:

  • Photography tours

  • Photography workshops

  • Photographing events

  • Studio photography

  • Photobooth hire

Full information on the payment options will be displayed on the web page prior to placing and confirming your order. Thank you

MY ORDER

Order not yet received

All of our fine arts items are printed, packaged and posted via our printing partners. The aim is to turn around your order within 3 business days and have the item shipped to you within 9 to 12 days. It is usually a lot quicker than this for items like photographic prints. Framed prints and canvas prints can take up to the 9-12 days period. (Please also refer to our international shipping guidelines). If you have not received your item within 14 days, please contact us.

Only received part order

Depending on the item(s) you have purchased, there maybe occasions when the item(s) are posted individually by our printing partner or from ourselves. This would usually be indicated on the webpage / confirmation email when this is the case. However, we would kindly ask you to allow another couple of days to allow for delivery. If then your items have not been received for whatever reason, please do get in touch with us.

Lost order confirmation

Don't worry, we have you covered! This can happen when an email address has been automatically added from Paypal and you don't use that email linked to the Paypal account anymore. We would also ask you to check your spam folder on your email programme just in case it has landed there. To receive your confirmation and change your email address in your account, please contact us.

Item is damaged

We are very sorry to hear that your item has been damaged. If the item is from the Fine Arts department, our printing partner takes great care to safely package your item(s). It maybe that the damage has been caused in transit. To assist us with ordering you a replacement directly from the printers, we would kindly ask you to take a photograph of the damage item(s) and email it directly to us at support@stephenballphotography.com

Need to update shipping address

Should you wish to update your shipping address after you have made your order, please contact us as soon as possible so we can try and redirect it for you. There maybe some circumstances where this won't be possible but we will try our best. We will explain if this is not possible on this occasion.

I need to ask for a refund

We are sorry to hear that you are unsatisfied in some way and would like a refund from us. Please use the `Contact Us` page to explain to us what the issue is (Including your order number) and we will try and resolve it as soon as possible and to your complete satisfaction. If you have already requested a refund from us, this can usually take up to 5 business days to process.