1. « I forgot to order the class photos. Can I still do this? »

Order the photos after the deadlines communicated by the school

You can of course still order the photos of your choice even well after the deadlines communicated by the school.

To simplify the production and delivery of orders made by students and their parents, order deadlines are set and communicated by the school. At the end of this deadline, the orders are produced in the laboratory and delivered to the school.

However, if you have not ordered during this period, you can still do so as normal. Follow the procedure described in the letter sent out by the school; among other things, this circular contains help on how to complete your order and an essential gallery password in order to access class photos.

When orders are placed or paid for after the deadline, they are not usually delivered to the school; in fact, they are produced separately and sent to the customer's home by post.
The costs of this service are mainly borne by PIKKID, but a flat-rate contribution to processing and dispatch costs are added to your order.

Note that if the school decides to work with PIKKID again the following year, you will be able to order photos from previous years at the same time as the current year's photo, at no extra charge.

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2. « I can't connect to my user profile. »

Here's how to log in to your existing customer account

In order to view your school's class photos, you must first log in to your user profile.

If you don't already have one, please first consult the section explaining how to create a new user profile. The procedure below describes how to connect to a customer profile that has already been created.

1. Click on "Login."
2. Enter your email address and password.
3. If the error message says that your e-mail is not registered on our site, this may mean that :
   • you've never created a user profile before.
     Here's how create a user profile.
   • you had registered with a different email address.
     Try with an older / newer email address, or with your private / professional address.
4. If the error message says that your password is not correct, you have entered it incorrectly.
   Try again by displaying the characters using the eye icon. If this still doesn't work, you need to click on the link offering to reset your password.
5. If the error message says that you have not confirmed your e-mail address, an e-mail is sent to you again to click on this link. This activates your profile. You will then be able to log in with your access details.
6. When the email and password are both inserted correctly, you are logged in to your user profile. You can then view the class photos. Remember to update your contact details; this is necessary to receive your order correctly.

You're logged in but you can't see all the photos you want?
Read this help to find out why you don't have access to all the photos you want.

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3. « My profile doesn't give me access to all the photos I want. »

Accessing photos in a gallery

In order to guarantee restricted access only to people authorised by the school, each new gallery (generally corresponding to a new school year) has its own password. Galleries for which you have already inserted a password will still be visible in your profile, but your profile does not automatically give you access to the galleries if you have not inserted the gallery password beforehand. Similarly, you do not necessarily have access to all the photos of a school. It depends on the choices made by the school.

If you don't see the photos you want to order, here are a few hints to help you understand why photos are sometimes missing and how to access them.

• You have access to the gallery, but there are photos missing from one or more classes. Either:
  • The school has decided to only give pupils and their parents access to the pupil's class. If you have several children, you have then received several access codes
  • The class did not pose for the photographer. Either the teacher didn't want to take part, or they forgot to turn up for their shift.
  • This is an error when selecting and distributing the photos; get in touch as soon as possible so that the photo can be added to the directory.
• You have access to the gallery, but there are photos missing within a class. Either:
  • The pupil was absent / ill, the group of pupils / the pupil did not pose
  • The teacher forgot to turn up with his pupils on time, the photographer had to give up taking some photos
  • The photo was not of good quality and could not be offered
  • This was an error when selecting and distributing the photos; get in touch as soon as possible so that the photo can be added to the directory.
• You don't have access to your school's gallery at all.
  • You probably haven't added access to your profile. Get the gallery access code that the school has provided you with and follow the steps below

If you already have a user profile, log in using your email address and password. Remember to update your details. This is necessary for the delivery of your order.
If you don't yet have a user profile, here's how to create one. If you have one but can't log in, here's help on how to do it.

1. Log in to your user profile by clicking on "Login"
2. Enter your email and password
3. Once you've logged in, look in the left-hand column under "My galleries" for any accesses already present. If one is missing, click on the link offering you to add access to a gallery.
4. Indicate the password that the school has sent you. If you don't know it, follow these instructions.
5. Complete the information by indicating your child's class and first name. If you have several children, read these instructions carefully.

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11. « I want to create a user profile. How can I do this? »

Create a user profile

If you don't already have one, you need to create a user profile. This will enable you to receive photos correctly at school or at home, as well as retrieve the history of your orders and various accesses to current and past galleries.

To create a profile:

• Click on "Login".
• Look for the link offering you to create a new profile.
• Fill in the form with your email address (twice), the password you wish to use (twice) and your contact details. If you are a minor student, please provide the contact details of your legal representatives. If you are a parent of a pupil, you will indicate your child's first name and class later.
• When your profile is created, you will receive an email asking you to click on a link to confirm the accuracy of your email.
• After clicking on this link, you can access PIKKID using your email address and password.

After creating a profile, you will need to enter a gallery password to access your school's class photos. here's how to add a gallery to your profile

If you already have a profile and can't connect to it, see the help for connecting to your user profile.

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10. « I no longer have the school circular containing the instructions and password. »

Getting the password to access a gallery

Here are a few solutions for gaining access to a gallery's password and adding it to your profile.

1. Search for it on the school's website. Sometimes it's via the school website's intranet that pupils and their parents are informed about school life and therefore the organisation of class photos.
2. Sometimes the school distributes a paper letter to each pupil. Ask your child if they have it in their possession.
3. Ask your child's class teacher to provide you with the letter or password.
4. Contact us, specifying your child's school, school year, class and first name. We will create an access for you. If you do not have a profile, we will give you the password to insert in the profile you will create later.

Don't waste time claiming your accesses. If you're still within the order deadline, this will simplify delivery and save you processing and postage costs.

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4. « I still haven't received my class photos. Why haven't I? »

Possible reasons why you haven't received your photos yet

In general, this is due to one of the following:

1. You have ordered and already paid for the photos within the deadline set by the school.
   Photo prints are produced at specific times indicated in the letter you received from the school, even if you make your payment from the very first days. The prints are only produced in the laboratory for the whole school at the end of the order period indicated in the letter and will be delivered to the school. You'll need to be a little patient, because between the time allowed for orders (two to four weeks), production times (around 12 days) and the time taken to package the prints in individual name packs (a few days depending on the number of pupils in the school), it can take up to five weeks from payment for your order to delivery to the school.
2. You have placed an order but unfortunately :
   • You failed to confirm your order by choosing a payment method.
   • You confirmed your order by choosing a payment method but failed to make payment.
   • You paid for your order but despite our instructions, you did not provide your order reference number. Although we made every effort to trace who a payment corresponded to, it was not possible to associate it with your profile.
   • You have paid correctly but unfortunately your payment has escaped our attention. Please contact us in order to receive your order as soon as possible.
3. You forgot to place your order for class photos. This is because parents of pupils do not automatically receive a class photo. To do this, you need to connect to the website, add access to the gallery and then complete your order by adding the photos to your basket. When you are satisfied with your order, you must choose a payment method and proceed to payment without delay.
4. You have placed your order after the deadline; if you have proceeded to payment and have received confirmation of its receipt, your photos should arrive by post. PIKKID only produces photo prints in batches. To avoid using the machines for a single order, we group several orders together before starting production of the photo prints.
5. The last known scenario is when an order is delivered to another classroom. Either because you have several children and were expecting one order per child (but only one order per user is delivered), or because you indicated the wrong class for your child. In this case, check with the class teacher you mistakenly indicated whether they are in possession of your folder or whether they have already sent it to the appropriate person (either to your child directly, or to the teacher where your child actually attends school).

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6. « Can I get the images in digital JPEG format? »

PIKKID Product Delivery

PIKKID does not deliver digital images (JPEG or otherwise); by only delivering prints on durable, professional-quality photo paper, the photo is materialized and its longevity is guaranteed.

If you wish to keep a personal digital copy, you may scan the photo prints we deliver to you, but always on the condition that you do not make reproductions or transmit, distribute, or publish them on social media or elsewhere. We recommend the 20x30 cm format as the smooth surface and dimensions of the print will yield the best results.

Any unauthorized publication or reproduction not only violates copyright law but also violates the image rights of individuals in the photo.
Thus, to prevent abuse, we do not deliver digital files. Publications made outside the PIKKID website - protected by a password - are the sole responsibility of the user and are punishable by Article 231.1 of the Swiss Federal Act on Copyright and Related Rights of October 9, 1992.

Please note that we do not respond to requests for JPEG delivery.

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7. « I would like to reproduce or distribute the class photos. Is this allowed? »

Reproduction, screenshots and distribution of class photos. What does the law say?

You are not authorised to take screen captures or photographs of images presented on the website or delivered in hard copy.

First of all, the photos and information presented on our platform are protected by the law on the protection of copyright (Article 231.1 of the LDA of 9 October 1992). Any reproduction is prohibited (this includes screen captures, digital copies (screen capture, screen photo) or analogue copies (photocopies).

In addition, several people are often in the photos and have not given you their consent for distribution outside the PIKKID platform, which is password-protected and only accessible by the people concerned.

The framework for distribution is restricted and defined with the school. The photos are presented on a password-protected platform and are only authorised within this specific framework.

Note that you will be held personally responsible and will have to answer for any infringement in the event of distribution or reproduction. Users who are minors are the responsibility of their legal representatives, who are required to make their child aware of this issue. They are also held responsible for any infringement of rights.

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9. « I would like one or more photos modified or retouched. »

Ordering Photo Retouching, Editing, or Specific Format / Medium?

Editing / Retouching

Only the best shots among those taken are carefully selected and published. They are then viewed and manually corrected by the photographer. They are optimized and offered in several versions to showcase them.
If you would like one of the photos to be modified to your liking, we will gladly analyze your request to provide you with a photo print according to your desire. If you notice that a photo has a technical issue (e.g., too dark or too light), we will gladly modify it free of charge.

Standard Edits (Paid)

• Convert photo to color or black and white
• Crop / trim a photo
• Retouch one or two flaws on the face (pimple, wound)

Sizes and Special Mediums

We offer a range of standard formats, but are always happy to produce our photos on special mediums or in original formats.

So, feel free to ask us for the complete offer or to propose the size and medium of your choice, or your gift idea.

Here are some of our best-sellers:

• Photo canvas, desk frames, or wall canvas
• 4 magnets (6x9 cm)
• 10 Stickers (4x6 cm)
• Mug
• Lego puzzle from 32 to 450 pieces, or classic from 92 to 500 pieces
• Metal box for storing personal items
• Opt for professional paper on which your photo will be printed: fine art, pearl, baryta, photo rag.
• Present your photos conveniently and professionally on various mediums: aluminum dibond, canvas, acrylic glass, forex (expanded PVC), etc.
• And plenty of items to offer or treat yourself: keychain, mouse pad, calendar, clock, cushion, football / volleyball / basketball, coaster, beach towel, doormat, sports bag or fabric bag, cutting board, bottle opener, etc.

A quote will be provided to you in advance based on the preferences you have provided us.

NB: We do not deliver photos in digital JPEG format and do not respond to requests. More information on this subject

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13. « I have several children at school. How can I order and receive my photos? »

Tips for parents with more than one child at school.

Some schools require a password for each pupil, others prefer to use a single password for the whole school.

• In the first case, you will need to enter the different passwords for each of your children; your profile will give you access to your children's classes.
• In the second case, with a single password you will have access to the different classes in the whole school with a single password. After entering the school password, fill in the details of just one of your children (first name, surname and class): it's the child you've chosen who will receive your entire classroom order.
• In both cases, for the order, add the photos of all your children to your basket. Only one order will be delivered to one of your children. There's no need to make one order per child as it will end up being delivered in one order.

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5. « I've been charged extra for processing and shipping. Why is this? »

Processing and dispatch costs

After the photos have been taken and published, with the school we allow a period for users to order prints free of charge; in fact, all orders can be produced at the same time and delivered directly to the school. These deadlines are indicated in the letter you received, on the website and, finally, in several of our emails.

Once the deadlines have passed, orders for the whole school are produced in the laboratory. We group them together so that we can process many orders at once, and deliver them to the school. If you have any questions, please do not hesitate to contact us.

If you have not ordered, finalised or paid for your basket by the specified deadline, your order can no longer be produced at the same time as other users and must be processed separately. Your photos will be ordered exclusively for you from the photo lab; we will pay the processing and shipping costs invoiced by the photo lab. We then ship your order to your home address. This work and the shipping costs are billed to you on a flat-rate basis and only represent a contribution on your part to the actual costs borne in part by PIKKID.

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12. « The website behaves strangely, some elements are displayed incorrectly. »

Website problems: display or functions

It's difficult to create a website that displays identically for all users. There are different devices (mobile phones, tablets, large screens), different operating systems (Windows, Android, MacOS, iOS, Linux) and different browsers (Firefox, Chrome, Safari, Opera, Edge, Internet Explorer). There are many combinations (we count 90). So there's no guarantee that the PIKKID site will display ideally on your configuration.

We have tested the website on several devices and configurations, many of which work perfectly. We recommend Firefox on Windows (this is our development configuration).

However:

Since February 2019, Microsoft has been advising people to stop using Internet Explorer. The announcement came from a Microsoft representative. In a post entitled "The dangers of using Internet Explorer as your default browser", Chris Jackson, Windows cybersecurity expert, now encourages users to abandon the old default Windows browser and migrate to more modern versions (Chrome, Firefox, Opera, Edge...).

If you encounter any other problems, please let us know. Programming errors are always possible. We will do our best to fix the problem as soon as possible.

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14. « I'm not satisfied with the quality of the photos online or the prints I receive. »

Make a complaint about the photos distributed or the prints received

We are sorry if you are not satisfied with the quality of the photos we have taken or delivered.

• Technical faults before delivery: if you notice a fault with a photo shown on PIKKID before it has been produced in the lab, please let us know. You may have seen a fault that we missed and the photo should not have been published as it was. We will do our best to rectify any technical faults.
  If there are no technical faults in the photo and you would like custom retouching and special modifications, please view the rates for special modifications and custom retouching
• Technical faults after delivery: once the prints have been delivered, in principle you can no longer make any complaints about their technical quality (exposure, colours, framing).
  However, although most prints are checked before delivery, you can contact us to report the problem and, after receiving our agreement, return any photos that are defective. You will receive replacement prints free of charge.
• Damage caused by transport or handling: we will not replace prints that have suffered damage due to transport or mishandling after delivery (splashes, scratches, fingerprints, etc.)

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15. « How to get ready and pose for class photos? »

Preparing to pose for class photos

The moment of the class photos must remain a convivial and unifying sharing. The result will be all the better.

We have written a page giving some advice on how to prepare for posing in front of the lens. In all cases, the photographer will know how to frame the photo session so that everyone feels comfortable and looks their best.

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17. « I had to enter my details. For what purpose? »

Handling PIKKID customer data

Your data is only collected for the purpose of correctly processing your order and correctly delivering the class photos. In addition, we only send emails to keep you informed about the status of your order.

You can check our data protection policy.

You will find that your data is under no circumstances transmitted or used outside the PIKKID platform.

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16. « I do not want my child to pose for photos and appear on the website. »

Avoid a child posing for class photos

If you do not wish your child to appear online on our website, it is necessary to inform the teacher that you do not wish your child to take part in the class photos. You will also need to inform your child that he or she must not take part in the photo session and that the photographer must be notified before the photo session begins: either by the teacher or by the child him- or herself.
We will not be able to publish your child's photos on our website. Indeed, we will not be able to blur any faces or exclude any photos after the shoot.

We would like to remind you that we take numerous precautions to respect everyone's sensibilities and secure the photos presented on our website: secure https connection, hosting in Switzerland by professional providers, password transmitted in person or via the school website, photos inaccessible by search engines or other botnet. We invite you to read our data protection policy.

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