FAQ's

Q. How long does Tempest keep my images?
All our images are stored indefinitely. Your image can be found using the unique customer reference number provided with each image.

Q. 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.

Q. I am having problems with the website
Contact our customer services team on 0800 012 1466 from 8.15am to 4.15pm, Monday to Friday or click here to email your enquiry.

Q. I am interested in finding out more about a career with Tempest.
To contact us about job vacancies at Tempest Photography phone 01736 752 411

Q. How do I unsubscribe from your email newsletter?
Please email unsubscribe.newslettter@htempest.co.uk

Q. Who do I contact if I have a query about my order?
Contact our customer services team on 0800 012 1466 from 8.15am to 4.15pm, Monday to Friday or click here to email your enquiry.

Q. I don’t live in the United Kingdom. Can I still make a purchase?
Yes, you can either purchase online at www.tempest-gifts.co.uk or phone our order line 0044 800 0232576

Q. I don’t really feel happy about paying online. Is there another way to pay?
Yes you can call us and order over the telephone. For orders phone 0800 023 2576. Lines open 8.15am – 4.15pm Monday to Friday.

Q. Is it safe to give my credit details over the Internet?
Payments made on the website are secure. We use one of the largest on-line payment companies - World Pay. We accept all credit and debit cards, with the exception of American Express, and your transaction will be cleared instantly.

Proof on the Day

Q I have missed the deadline for returning my proof card… How do I order?
You can place a late order by either:

• Late order form - complete the late order section on your order form and post with your payment direct to Tempest Photography, St Ives, Cornwall, TR26 3HU
• Telephone our orders team with your photo reference number on 0800 023 2576
• School or graduate late orders can be placed online at www.tempest-schools.co.uk or www.tempest-graduations.co.uk

Q. What do I do if I have lost my proof order form?
Contact our customer services team on 0800 012 1466 with your photo reference (if you have this available) or our team will ask you questions to help track your photo details.

Q. Where do I send re-order forms?
Post your re-order forms direct to Tempest Photography, St Ives, Cornwall, TR26 3HU

Q. My order has been damaged during shipping
Contact our customer services team on 0800 012 1466. You will need your photo reference number handy for our customer services team to track your order.

Q. I am missing an item from my order or have received an incorrect item.
A missing or incorrect item in an order is an extremely rare problem for us. However, if there is a problem with the order that you have received please contact our customer service team on 0800 012 1466. When contacting us please be sure to specify your order reference and details of what is missing or incorrect.

Q. My delivery has not arrived, who do I contact?
Firstly, please contact your local sorting office. If it is not there then please contact our Customer Service Team on 0800 012 1466

Q. I am unhappy with the pictures I have received. What can be done about this?
If you are unhappy with the pictures that you have received, you can return them in the same envelope with a covering letter to the freepost address below. It is advisable to obtain proof of posting. Any re-prints or adjustment work will be at the discretion of a Manager and a charge may apply.

Freepost
H Tempest Ltd
St Ives
Cornwall
TR26 3HU

 

Q. How long will my delivery take?This will vary depending on product, but as a guide, following receipt of your order:

• Standard Portraits and Groups – 7 working days
• Portraits and Groups requiring blocked mounts and/or frames – 10 working days
• Graduation – up to 28 days
• Graduation requiring frames – up to 28 days
• Re-Orders – up to 28 days
• Gift Products – up to 28 days

Gifts product orders from www.tempest-gifts.co.uk or our gifts catalogue can take up to 28 days to be delivered. During the busy Christmas period all orders taken before 12 December will be guaranteed pre-Christmas delivery. Deliveries may take longer than our 10 working day delivery policy.

We produce two sizes of prints, Classic and Premier. The print size varies according to the type of product and the company division. Print sizes are described in inches below:

Premier:
Large 10 x 8 inches,
Medium 8 x 6,
Small 5 x 4,
Wallet 2 ¼ x 1 ¾,
Mini 1 ¾ x 1 ½

Classic:
Large 8 ¾ x 7 inches,
Medium 7 x 5 ½,
Small 4 ½ x 3 ½,
Wallet 2 ¼ x 1 ¾,
Mini 1 ¾ x 1

Q. If I have a query regarding my order do I contact the school or Tempest?
Please contact our customer services team on 0800 012 1466 from 8.15am to 4.15pm, Monday to Friday or click here to email your enquiry.

Q. What do I do if I’ve lost my proof order form?
Please ask the school for the portrait reference number that can be obtained from the CD that the school possess. We can then process a duplicate order form and send to the parent/school.

Q. What if I want a pack different to the options given to me?
It is possible to go online and build your own pack at www.tempest-schools.co.uk. Input your unique photo reference number and your school name and follow the options on screen.

Q How can I Re-order photos after my initial order?
A Gifts and Goodies booklet will be sent with the main order - this will give all ordering options and methods.

Q. My pack of photographs is not what I ordered
Please contact Customer Services on 0800 012 1466.

Q. How can I pay for my photographs?
You can pay via cheque, credit 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 TNT service.

Q. If I have more than one child at a school can they have their photo taken together?
Yes, the school usually arranges Sibling shots.

Q. I have another child in a different school- is it possible to have their 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.

Q. Are there options for parents to be photographed with children?
This is at your schools discretion. Some schools decide that they would like to have a family portrait session before the school day. Please contact your school for more information.

Q. How long do I have to place my order?
You can order at anytime as long as you retain the unique photo reference number so that we can locate your images.

Q. Can I mix proofs together in the pick and mix pack?
No, unfortunately this is not possible. However it is possible to go online and build your own pack at www.tempest-schools.co.uk. Input your unique photo reference number and your school name and follow the options on screen.

Q. Can I view my child's photograph online?
Yes, but only if your school has given permission for this service.
This can be viewed at www.tempest-schools.co.uk

Q. When can I have my photograph taken?
Our studios are open as soon as the gowns are available. We recommend that you arrive early, once you have collected your gown. Please note that it tends to get busy just before and just after a ceremony and also in between ceremonies held on the same day.

Q. Do I need to book a studio time?
Due to the nature of the day, we do not offer an appointment system. Simply come along to our studios to have your photograph(s) taken once you have collected your gown.

Q. Can I have a family photograph taken?
Yes. Please note that the maximum number we can accommodate for a family portrait is 7 (including the Graduate).

Q. Where can I view your product range?
Visit www.tempest-graduations.co.uk. You will need your Ceremony date and time to access this site.

Q. Can I buy frames without photographs?
Yes. We have a selection of frames available – please visit www.tempest-graduations.co.uk

Q. Can I purchase a CD on its own?
No. A CD of your image can only be purchased as an additional item.

Q. If my photographs are taken before my ceremony, I won’t have a certificate to hold in the photograph. Does this matter?
We supply dummy scrolls for photographic purposes.

Q. What if I don’t like the pictures that are taken?
Our photographer will give you a proof photograph of each image taken and you can order from your favourite shot(s). If you are unhappy with the ones you are given our photographer can re-take them.

Q. How do I order my photographs?
We have a number of options available:

• Pay at our Cash Desk on Graduation Day
• Place your sealed envelope in the Tempest Post Box on Graduation Day
• Send your order by post in the prepaid envelope provided with your proof photographs
• Order online at www.tempest-graduations.co.uk

Q. Will I get an email confirmation when I place my order online?
Yes. An email confirming your payment is sent from Worldpay (our secure payment provider). We also send an email confirmation of your order.

Q. Can I order different images within a pack?
The Graduate and Family Pack (GFP) and the Canvas Combination Pack (CCP) are the ONLY packs that enable you to enter a separate reference number for your Individual and Family Group Photograph, (i.e. a total of two reference numbers). All other packs are printed using one reference number for each pack and it is not possible to choose multiple images for any other packs.

Q. I have mislaid my proof photograph showing my 10 digit reference number. What do I do?
Contact our Customer Services department on 0800 012 1466 who will arrange to issue you will the relevant information.

Q. Can I order more photographs?
Yes. A re-order form is enclosed with all orders to enable you to order up to three years following your Graduation.

Q. How long after my Graduation can I order photographs?
All images are kept indefinitely; your order can be placed at anytime as long as you retain your 10 digit reference number.

Q. When will I receive my Photographs?
All orders are despatched within 28 days from receipt of your order.

Q. Will you be taking Presentation Photographs at my ceremony?
At many institutions we do take photographs of you as you receive your award, and attempt to take a photograph of every Graduate as they are presented.

To find out whether we will be providing this service at your Graduation contact our Graduation team on 01736 752 411

Full details of how to view and order presentation photographs will be available on the day or you can visit www.tempest-events.co.uk. Please note that we take these photographs using available light so the quality of the image may vary according to the lighting conditions at each venue.

Q. How do I purchase my Presentation Photograph?
These are available to view and order either on the day or online at www.tempest-events.co.uk. You can also email events@htempest.co.uk.

For online orders – images should be available to view within 7 days.

 

Q. How do I order gifts?
There are a number of different options. By using the Gifts Brochure that you would have received with your pack of photographs you can either phone through your order or post in the order form with your payment.
Or
Visit www.tempest-gifts.co.uk. Choose your products from our large selection of gifts, enter your Unique Photo Reference Number and proceed to the checkout to pay online.

Q. If I am providing my own image what size should this be?
For optimal results we suggest an image of 3 mega pixels or more with an overall file size of minimum 500kb

If you have any questions regarding the printing quality of your chosen image, please contact our customer services team on 0800 012 1466.

Q. Are the mugs dishwasher safe?
Yes, they are dishwasher safe however due to the nature of our image transfer process your image quality may deteriorate over time; therefore we suggest hand washing to protect your image.

Q. Are the glasses dishwasher safe?
No, these can only be hand washed.

Q. How do we clean canvas wraps?
They can be safely wiped with a clean cloth.