Frequently Asked Questions

Can't find your answer here? Contact Wiaan Jordaan Photography at wiaanjordaanphotography@gmail.com or +27605894392.

Finding your photos

How do I find my photos?

Browse Latest Events, or type the event name in the search bar at the top of the page. Open the event, choose a gallery and browse the photos. Many galleries have a Time Stamps filter that jumps to the photos taken around a specific time, which is handy if you know roughly when you were photographed.

I have a photo's number or reference. How do I open it?

Use Media Search and enter the number or reference shown on the photo's page.

The photos of my event are not online yet.

Photos are uploaded after the event has been processed. Where an event offers it, use Notify me on the event page to leave your email address, and we will let you know when the photos are available.

A gallery asks me for a passphrase.

Some galleries, such as school events, are protected. You need the passphrase or access hash that the photographer gave you. We do not share passphrases without the approval of whoever arranged the event, so please use Contact Us on the event page to request access.

The site says the event is not open for orders, or that ordering has expired.

Some events can only be ordered from during a set period. If ordering has not opened yet, please check back later. If it has closed, contact us and we will see what we can do.

What does "Archived" mean?

Older events are archived. You can still view them and place orders. Photos are usually ready to download within minutes, but retrieving the original files from the archive can take up to 12 hours.

Ordering and payment

What can I order?

You can order digital downloads and prints in the sizes and options shown on each photo. Some galleries also offer a Complete Gallery option that gives you access to download every photo in that gallery, and some events offer packages.

Do I need to create a profile to order?

Not for digital downloads: choose Guest Checkout and we will email you a link to download your photos. If your order includes prints, you need to log in or sign up so that we can deliver them. With a profile, all your orders and downloads stay available under My Orders.

Can I save my cart and finish later?

Yes. Click Save Cart on the cart page and enter your email address. To continue later, open Retrieve My Cart and enter the same email address.

How do I pay?

Pay securely online with one of the payment options shown at checkout. Card details are handled by the payment provider; we never see or store them. If you did not complete payment, you can pay later from My Orders using Pay Now.

Can I use a voucher?

Yes, enter your voucher in the cart before you check out. One voucher can be used per event.

Downloads and delivery

How do I download my photos?

Once your payment has been received, we email you your order details. If you checked out as a guest, use the download link in that email. If you have a profile, go to My Orders, open the order and click Download or Download All.

Why can't I see a download button?

The download button appears once your photos are ready. Check the order status in My Orders: if the photos are being retrieved from the archive, this can take up to 12 hours, and if the status is Awaiting Media Approval, the download becomes available once the photos have been approved.

How are prints delivered?

Prints are sent by courier to the delivery address on your profile. Shipping is shown before you pay. Outlying areas may cost extra to deliver to; if that applies to you, we will let you know. You can follow your order in My Orders as it moves through Processing, Ready, Out for delivery and Delivered.

I didn't receive my order email.

Please check your spam or junk folder first. If you have a profile, your order is also available in My Orders. Otherwise, contact us with your order number and the email address you used.

Something is wrong with my order.

Contact us with your order number and a short description of the problem, and we will help you.

Your photos and privacy

Can I share or print the photos I bought?

Yes, for personal use: share them with friends and family, post them on social media or print them for yourself. The photographer keeps the copyright, so you may not sell the photos or use them commercially without permission.

I would like a photo of me or my child removed.

Open the photo and click Request removal, or contact us. We review every request. Our POPIA Notice explains how we handle personal information.

How do I contact the photographer of an event?

Use Contact Us on the event page, or contact Wiaan Jordaan Photography at wiaanjordaanphotography@gmail.com or +27605894392.