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Frequently Asked Questions

Need some help?

You have a simple question or need general information on our services? You should find the answer you are looking for in the pages below. If you prefer to contact us, go to your contact page to fill in our contact form or call our friendly customer service.

  • How does it work?
  • Photo shoot duration
    The Home photo session takes around 1 hour. Please ensure you have prepared a bed or sofa with clean ironed white sheets. and some few baby props. In the hospital, we will not take more than 20 to 25 minutes. We respect your rest and your baby’s sleep so we wish to make this experience short and sweet.
  • Number of photos
    The photographer will shoot around 15 to 20 different photos and we will select the 13 best ones to create your baby books and other personalised products. On your Private Web Gallery and in your personalised products, you will see only the selected photos. We make sure we pick up the most expressive and emotional portraits. You can ask some specific poses if you wish, for example with other family members… this will make your photos even more personal.
  • Not in my Maternity Hospital ?
    You wish to benefit from your FREE photo session and we are not currently operating in the Hospital you are planning to give birth, simply call us or book your home photo shoot online here. We will come to you. Geographical restrictions or transport extra charges may apply if you live in certains areas. We will confirm with you before validating your booking.
  • How to view my photos
    To browse through all your baby’s products, simply go to your Private Web Gallery. For your first connexion, use your access code, check-up carefully your baby’s details, confirm your login (e-mail) and select a password. Your account is secured, you can now access your Private Web Gallery as you like by keying your login and password. Your Private Web Gallery is freely accessible 7/24 from your favourite device. Your Private Web Gallery is open for a month so make sure you go and choose your products soon. If you wish to reinstate it for additional time, simply call our Customer Service,. Please note that you will be charged a token monthly fee for extra time.
  • Correction of my Baby’s details
    Your products will be created and printed with the details in your personal account so it is important that this information is right. You will be asked to validate these details when you first connect, please take time to check up your baby’s name spelling, weight and size. You can correct this data when you create your account or at any time by going into My Account/ My Details in your Private Web Gallery. If you amend some details in your account, please allow 20 to 30 minutes before passing an order as we need to recreate all your products with the corrected data and re-import them in your Private Web Gallery.
  • There are watermarks on my photos
    When you view your photos and personalised products in your Private Web Gallery, you will see some watermaks on the images (artphotobaby.com.au writing). These are meant to protect our copyrights and avoid unlawful screen copies. Of course, when you purcase your products, they will be printed without the watermarks.
  • Connexion issues
    If you cannot access your Private Web Gallery,
    • have a little patience; your photos might not be online yet: it usually takes around 48 hours since the photo shoot but it could take few days more if there is a week-end or public holydays since we did the photo session. If your photos are not online after 10 days, please call us.
    • Check up that you have keyed in your access code accurately: it should follow the structure below XXXXXXX-XXXXXXXX-XXXX (7 characters-8 characters-4 characters)
      Do not leave space between characters
    If you still cannot connect, contact our Customer Service.

You wish to show your baby’s portraits to your friends and relatives even if they live interstate or overseas… simply grant the “Happy Few “ access to your Private Web Gallery and they, too, can view all your baby’s personalised products and choose to offer you a thoughtful gift.

To grant access to your Private Web Gallery, simply communicate your login and password. Visitors can purchase products directly for themselves or to make you a delightful surprise. If you wish to restrain access, simply change your password.

Your access details are encrypted and kept absolutely confidential at ArtPhotoBaby.com.au

  • Product range
  • Product Information
    Product specifications are indicated on each product page in your Private Web Gallery and in more general terms on the Product presentation pages in the public section of the site (Products). If you need additional information, please contact our Customer Service.
  • Passing an order

    You can order your favourite keepsakes directly from the site.

    Simply go to your Private Web Gallery and add your selected items in your basket. The products you will receive will be identical to the ones you see in your Private Web Gallery. Once your basket is validated, we will

    calculate delivery fees according to the weight of your products. Your products will be sent to production as soon as your payment is accepted. You will receive an order confirmation and invoice on the e-mail address attached to your account.

  • Order cancellation or change
    Your products will be sent to production as soon as your payment is accepted. They are fully personalised so we will not be able to refund your order once it has been confirmed on the site. So please check up carefully the text personalisation of your products before you finalise your order. We will print exactly what you see in your Private Web Gallery. As much as we’d love to please you, we will not be able to cancel, change your order or reprint if it you wish to correct some text after the order has been passed.

Please check up carefully the text personalisation of your products before you finalise your order.

We will print exactly what you see in your Private Web Gallery.

Your products are unique and cannot be re-used, so we will not be able to refund your order if you change your mind once it has been confirmed on the site and sent to print.

Special Orders

  • Need a Quote ?
    You consider passing a large order? We might be able to throw in some complimentary products to help you celebrate your little one’s arrival. Do not hesitate to get in touch – simply use our Contact form
  • Bulk orders
    Most of our products benefit from sliding scale pricing starting from 2 or 5 units. If you consider ordering a large quantity (above 20), please contact us so we will make our best to give you the best possible deal.
  • Overseas orders
    Your family lives overseas and they want to choose and order directly from the site? You can grant them access to your Private Web Gallery by sharing your login and password. They can pay directly with their credit card. To arrange delivery overseas please contact our Customer Service.
  • Payment options
    We aim to make your online shopping experience with ArtPhotoBaby as simple and straight forward as possible. This is why we like to offer a variety of payment options:
    • Debit Card or Credit Card: If you pay by credit card using the Payment Gateway, you will be charged in Australian dollars. If you are purchasing from overseas then your respective bank of your credit/debit card will convert your purchase to your local currency and you will see this on your statement. We do not store your credit card details.
    • Paypal: PayPal payments are processed in your local currency at the time of purchase.
    • Direct deposit:if you do not want to use a credit card we also offer the option of paying via Direct Deposit. Our bank account details will be displayed after checkout.
    • Buy Now – Pay Later – Interest free:simply select zipPay at checkout, Sign up in seconds and Shop without a credit card. zipPay is a simple and secure payment option, that let's you shop today and pay later for your purchases. You can pay with easy weekly or monthly payments with NO INTEREST ever
  • Discounts

    You can benefit from discount prices by grouping your orders. Most our products benefit from sliding scale pricing starting as low as 2 units.

    We have also created a wide range of Package Deals by combining parents’ favourite items. They come in a large variety of compositions and graphic styles to suit all budgets and styles. Visit our Package Deals section to get an overview of best-selling packages.

    We also offer Special deals for Twins.

  • Postage and Handling
    Postage and Handling charges are calculated according to the weight of your order. This charge is meant to cover our packing & handling, packaging and postage charges. Check our Delivery rates for the detailed pricing.
  • Invoice
    Once your payment is processed and your order validated, you will receive your corresponding invoice on the email address attached to your Account. It will detail the various products in your order for easy reference.

All year round, you can benefit from our Package deal offers. They have been designed to provide you Best Value for Money deals by combining parents’ favourite items. They come in a large variety of compositions and graphic styles to suit all budgets and styles. Visit our Package Deals section to get an overview of best-selling packages.

From time to time, we propose specific promotions on seasonal or thematic items, so look out for our e-mails! Make sure your e-mail address attached to your account is correct so that we can share these promotions with you.

  • Speed
    All products on ArtPhotobaby.com.au are fully personalised and printed on demand. We therefore must allow 3 weeks production and delivery time for creation, printing, quality control and expedition. We use Australia’s Post regular domestic parcels delivery services from Sydney: allow 3 days from date of postage to delivery to your home. The estimated date of delivery is indicated on your basket before you confirm your order.
  • Rates
    Our delivery rates cover the costs towards packing your order and delivering it to your door. It includes packaging costs, labour costs and postage costs. The delivery costs depend on the total weight of your order. Rates are detailed below:
    • Weight of your total order delivery rate *
    *Default rate
  • Alternate Delivery address
    If you wish to offer a unique keepsake and make a surprise to your loved ones, you can opt for a delivery to a different address. To do so: Go to ‘My account/my addresses’ Click on ‘Add an address’ and fill in carefully the new details When you finalise your order, choose ‘Change’ below your delivery address and select the address you wish to use from the list of pre-registered addresses You can also change the Billing address following the same process
  • General Delivery information
    All products ordered from ArtPhotobaby.com.au are packed and sent from our facilities in Sydney (NSW). All products are printed on demand as soon as the payments are processed. Please allow up to 3 weeks between order and delivery. The estimated date of delivery is indicated on your basket before you confirm your order.
Your products are fully personalised, unique and therefore cannot be re-used. We will not be able to refund your order if you change your mind once it has been confirmed on the site and sent to print. So please check up carefully the text personalisation of your products before you finalise your order. We will print exactly what you see in your Private Web Gallery. If your products reach you in an unsatisfactory state, please send us back the damaged products to ArtPhotoBaby Returns 18 Marshall Crescent BEACON HILL, NSW 2100 As soon as we receive them and proceed to Quality check to assess the damage, we will resend your damaged products to print and send you fresh products at our cost.
We understand you are in a hurry to discover your products but we request you have a little patience; your products might not have all been printed and controlled yet. All products on ArtPhotobaby.com.au are fully personalised and printed on demand. Books printing and binding is a delicate process and we wish to ensure you are fully satisfied with your products and enjoy them for years, we therefore must allow 3 weeks production and delivery time for creation, production, quality control and expedition. Nevertheless, if after these 3 weeks, you have not received your products, please call us.
  • Home photo session

    You wish to benefit from your FREE photo session and we are not currently operating in the Hospital you are planning to give birth, simply call us to take an appointment there or plan for a home photo shoot.

    In case we need to go to your residence to do the photo shoot, we will ask you a contribution towards our photographer’s extra time. This will be fully refunded if you order over $ 150 from ArtPhotoBaby.com.au

  • Premature babies

    Your baby has arrived little sooner than expected? Given the extra care required by your little one, we will not be able to carry out a photo session in the hospital but will be delighted to propose you a photo shoot at home once your baby has been grown up (anytime between 1 to 4 months is perfect).

    Simply contact us to take an appointment – Use our contact form or give us a call

    In case we need to go to your residence to do the photo shoot, we will ask you a contribution towards our photographer’s extra time. This will be fully refunded if you order over $ 150 from ArtPhotoBaby.com.au

  • Home product presentation

    You would like to see printed products before taking your decision as you would like to check product quality first or you may not feel comfortable ordering on the Web? We propose you the following options:

    Book Preview: We will send you the book of your choice for a FREE 10 days preview period. Simply contact our Customer Service to organise: tell us which book you would like to discover, we will print your book and ship it at home. We only ask you to pay postage and handling charges by card beforehand. After 10 days, if you are not fully satisfied by your book, send it back to us at your own cost. If you wish to keep it, nothing to do, we will charge your credit card after 15 days. There is NO OBLIGATION.

    Home Presentation: Take an appointment and we will ask one of our friendly sales representatives to come and visit you to present you a selected range of products. She will come with your photos printed in 6 x 8” and the Prestige book of your choice. At the end of the presentation, you can keep the products you prefer and/or order other ones via your sales representative. This service is available only if you live in an area where we have a sales representative. Please call us to check up and take an appointment.

  • Special Text on Baby cards

    You like one of our many birth announcement cards models but are not completely happy with it as you would like to further personalise the text. We can change the text to include your requirements like the name of siblings for example. This service will require our graphic designers to manually amend your cards so we will need to charge a token fee to cover this extra work. We will not be able to do so for an order below 48 cards.

    To organise the editing of your cards, please contact our friendly customer service.

Each of your twins has got his or her own personality so we have chosen to treat them as two little different customers. Each one will have his or her photo session, portraits and specific baby books. As they share a special bound, we will also take some few photos with both babies to capture this magic relationship.

Please keep in mind this IMPORTANT INFORMATION:
  • Each baby has a specific access code and his or her own Private Web Gallery.
  • You will need to create a specific account for each baby using a DIFFERENT E-MAIL. Use Mum’s and Dad’s or quickly create another one on gmail for example.
  • We understand that raising Twins can be tough on your budget so we have dedicated specific discounts for twins. For example if you order for both babies we will waive one of the Postage and handling fees. We also have created Package Deals for Twins. Please call our friendly customer service to discover the deal best adapted to your requirements.

You are looking for a special Gift for a special occasion… We help you find the one that will touch your loved one(s). Go to the ‘Special Occasions’ category in the Package Deals section and discover unique gift ideas:

  • Gifts for a special event: Mother’s Day, Father’s day, Baby’s Christening, Valentine’s day…
  • Gifts for someone special: Mum, Dad, Granny…
  • Welcome Packs to announce your little one’s arrival in style

You can also use our gift finder in the Gift ideas section to find the unique original gift that will delight the one you want to please.

  • Confidentiality of Photos
    • Your agreement to realise the photoshoot entitles ArtPhotoBaby.com.au to store, use and reproduce your photos exclusively for the creation and production of your personalised products with these photos and to sell them only to yourself and/or the persons to whom you communicate your login and password to access your Private Web Gallery and/or people whose contact details have been provided by you to ArtPhotobaby.com.au for that purpose.
    • ArtPhotobaby.com.au will not use your photos for its own promotional purposes (commercial brochures, e-mails or newsletter, presentation samples) without your prior written consent.
    • ArtPhotobaby.com.au will not communicate or sell your photos to any third party, individual or company without your prior written consent.
  • Updating info in my account
    • You may access, correct or update your personal details at any time.
    • To correct your personal and contact details, simply go to ‘My Space/My account’ in your Private Web Gallery and edit your details
    • To correct your babies and family details, simply go to ‘MySpace/My details’ in your Private Web Gallery and edit your details
    • As per our Privacy Policy, you have a right to request access to personal information that we hold about you and request its correction if it is inaccurate, out of date, incomplete, irrelevant or misleading. You may do so by contacting our Privacy Officer (contact@artphotobaby.com.au). We will respond to all requests for access to or correction of personal information within a reasonable period.
  • Forgotten password

    To access your Private Web Gallery, you must login with your valid e-mail address and your personal password.

    If you have forgotten your password, simply click on ‘Forgotten password’ on the connexion page and we will email your password to your personal e-mail address. It is important that your email address remains valid at all times.

    If you have forgotten your login (e-mail), please call our Customer Service. We will ask you some security questions before giving you access to your Private Web Gallery.

  • Account cancellation

    Your account will be automatically closed after one month. If you wish to reinstate it for additional time, simply call our Customer Service,. Please note that you will be charged a token monthly fee for extra time.

    We will archive your photos so that you can still access them if needed after few years (if you misplace them or lose them in an incident for example). That way we can reprint your books or photos if you need so.

    If you wish us to delete your photos for good, please contact our Customer Service and instruct us in writing. Once your photos files are deleted, you will not be able to get them back from us ever.

  • Who are we
  • Looking for a career

    We regularly recruit new Team members:

    • Photographers
    • Sales representatives
    • Customer Service Representatives
    • Packers

    We do offer training and flexible working hours. We look for enthusiastic and dynamic individuals keen to join a creative young Team. An interest and experience with babies and young mothers will be appreciated.

    Please do not hesitate to send us your CV at contact@artphotobaby.com.au indicating the geographical area you wish to work in.

  • Interested in a Partnership
    • Business Partnerships

      You are in the publishing business or the baby and children business? You are a non-for profit association caring for future and young mothers? You are an innovative Web business?
      We’d be happy to hear from you as we are keen to enter into win-win partnerships. Please contact us using our contact form

    • Partnerships with hospitals

      You represent a public or private hospital and would like to know more about the benefits of our service for your patients, your staff and your hospital: read a short presentation of how we work in ‘Partnerships’.

      We’d be happy to come and present you our service, show you our products and how the site works. Simply get in touch using our contact form or calling our Customer Service.

  • Testimonials
    If you wish to tell us about your experience with ArtPhotobaby.com.au, we’d like to hear from you.Your feedback is important to us to improve our services and products. If you have suggestions, please do not hesitate to let us know. Please contact us using our contact form

ArtPhoto Baby
Customer Service

02 9401 0884

Mon-Fri
9.00 am - 5.00 pm

ArtPhoto Baby
Customer Service

18 Marshall Crescent
BEACON HILL
NSW 2100