FAQs

The below FAQs are a general guide to GFP's services. 
For further information regarding your specific Uni, please contact Customer Service on 1300 360 445 or info@gfp.com.au 

Order Issues

  • Can I still change my order after payment?

If you'd like to make any changes to an order you've placed (e.g., cancelling, incorrect product selected, change of delivery address, etc.), it will depend on the situation. Please contact Customer Service on 1300 360 445 to discuss any options.

  • When will I receive my order?

Most orders will get dispatched from local warehouses in your state where possible. Our delivery partner of choice is Australia Post or TransDirect.
Please contact Customer Service on 1300 360 445 to get your tracking number.

  • What should I do if my order never arrived?

If you haven’t received your order within the expected time frame, please contact our Customer Service Team on 1300 360 445 or info@gfp.com.au with your order confirmation number, Student ID and a team member will investigate it for you.

  • What do I need to do if my order arrived damaged?

If for any reason, you have received your order damaged, please contact Customer Service via email at info@gfp.com.au with a photo of the damaged item and brief description of the issue. A team member will assess the situation and discuss the options with you.

Return Policy + Refunds

  • What is your return policy?

GFP will exchange items identified as faulty, substandard, or damaged in transit free of charge, including any reasonable associated postal costs. GFP reserves the right to decline an exchange, replacement, credit, or refund where any product issue is caused by misuse or neglect. 

Customers seeking an exchange, replacement, credit, or refund must contact GFP to make their initial request within 30 days of the associated purchase transaction date. 

Due to the nature of digital photography, GFP has a no refunds policy on the purchase of downloads, prints and studio products. Once a digital photography transaction has been completed (i.e., the buyer has selected and paid for an image or product, and GFP has sent the buyer the correct image or product), the transaction is considered non-refundable.

  • When will I receive my refund?
Approved refunds will be processed within fourteen (14) business days of the refund request. Refunds can only be paid in the same tender as the original purchase or refunded to the account used to pay for the item (in the case of a 60-day business account holder).

International Shipping

  • What are your shipping options?

Most orders will get dispatched from local warehouses in your state where possible. Our delivery partner of choice is Australia Post or TransDirect.
Please contact Customer Service on 1300 360 445 to get your tracking number.

  • What are the international taxes or duties I must pay?

GFP has no influence on the taxes or duties required for payment by the receiver. Please contact your local customs office to find out more details.

Private Studio Photography

  •  How long does one session take?
    Studio photography will be conducted in one of GFP’s studio locations and generally lasts for 20-30 minutes.
  • Where are your studios located?
    GFP have studios located in Melbourne, Perth, Adelaide & Sydney
  • How do I book my session?
    Under Private Studio Photography you will be able to select the location which suits you. Please choose your university and a date on the calendar provided. You can then select a time slot for the day. Just follow the prompts after to book your session.

Keepsakes

  • Why do I have to select my university to see Graduation Keepsakes?

Each university has a unique product offering with GFP. Selecting your university ensures that all products are aligning with the university you are graduating / have graduated from.

  • What is special about your frames?

Please note that the frames in our range are locally made as well as custom-made to fit your certificate perfectly. We offer high-quality frames and acid free mats to make sure that your degree is preserved, and your keepsake will last for a long time.

  • What is the process with Plaques?

When you order a plaque, GFP requires a copy of your certificate. You need to email a copy to info@gfp.com.au, or – if you are still waiting for your certificate – please let us know and we can hold the order for you. Please note that plaques are a custom-made product and take more time to be delivered than other keepsakes. If you are concerned about your plaque order at any time, please contact Customer Service on 1300 360 445.

Academic Dress

  • What size do I need to order?
If you are unsure about the size you require for your academic dress, please check out our Sizing Guide

Covid 19 - Hygiene Processes

  • What hygiene practices have you put in place?
GFP places the highest priority on the health and safety of our customers, team members and communities. Please see our Health & Safety procedures: