Frequently Asked Questions

Preparation

When do you come to our swimming pool?

We visit our partner swimming pools a few times a year, with 4–5 month breaks. If enough parents are interested in a shoot, it's always possible to book us separately. Just give us a call.

My swimming pool doesn't have an agreement with aqua.baby, but I still want photos. What should I do?

If your swimming school hasn't contacted us yet, that's no problem: Simply present the idea to your fellow swimmers and your instructor and contact us. We'll find a suitable solution. If you successfully refer us, we'll give you your photos from the photo day as a gift!

Do I have to buy photos when you come?

No. We shoot photos without any obligation to purchase. There are also no travel costs, provided the number of children is proportional to the distance from Cologne. After the shoot, you can see your photos in a protected online album and then choose which ones you want to buy.

How many photos do you take?

That depends on the size of the group, the available time, and the children's cooperation. Generally, we take at least 20 photos per child, up to a maximum of 100. We take photos above water and, if the child wants to dive, also underwater photos.

When can I see the photos?

All photos are first professionally edited. Once that's done, the photos are uploaded to the shop. Anyone who left their email address during the shoot will receive an email with an access code. It usually takes about two weeks for the photos to be ready, but during peak season it can take up to 4 weeks.

I don't want my photos to appear online.

aqua.baby takes your privacy very seriously. That's why only you get an access code for the relevant album and no one else. If you still want your photos removed, please click on your account at the top of the menu. There you will find the option to delete your data in accordance with GDPR. Of course, you can still buy your photos. We'll be happy to send them to you by email.

What is the ideal age for participating in your shoot?

We really photograph children of all age groups, from 2 months to 18 years. With small children, we know very well what they can do and what they can't do yet. Babies from 5 months old love chasing balls and ducks in the water. A 3-month-old baby won't do much yet. We conduct our shoots in an age- and child-appropriate manner and benefit from our years of experience working with children.

My child is already 8 months old, can it still dive?

That's naturally different from child to child. Very small babies have the dive reflex, which means that as soon as they are submerged, their larynx closes to protect them from swallowing water. This dive reflex can often be seen in babies up to about 8 to 10 months old. It's important when baby diving to keep observing how your child behaves. If your child is very restless and clings to you a lot, you might want to reconsider letting the child dive. The advantage of participating in a baby swimming class is that the child gets used to water and diving. Photo shoots usually take place at the end of the class so the children and parents gain experience with diving. A calm atmosphere is important during baby diving. Every dive should be performed gently, slowly, and calmly. From my experience, the ideal diving age is 5 months. At that point, children often still have the dive reflex, are fit enough to dive (have good body tension), and haven't yet developed fear of unfamiliar situations and people. Still, we photograph children of many different age groups every day. We look at each child in the moment and advise you accordingly.

The Photo Shoot

I don't want to be in the photos, is that possible?

We always try to take many different types of photos: your child with mom or dad, playing with the ball, swimming through the tunnel, on a mat, etc. Of course, we also take some portraits of just your child. You'll be just out of the frame, since you ultimately have your baby in your arms.

Are the children photographed one after the other or how does it work?

We integrate the photo shoot into the class. We start photographing right at the welcome song. This ensures a relaxed flow and authentic photos. If someone doesn't want to participate in the photo shoot, that's no problem at all, the class goes on as usual.

How can you identify the children afterward?

We always film a short video at the beginning. The parents then introduce the child. Parents register on the iPad afterward with the child's name, email, and phone number, so we can send you a personalized access code.

What happens if my child only cries on the day of the photo shoot?

You're always welcome to participate in our shoots again. Especially since you never know how your child will be on any given day when working with children, we don't guarantee that every child will go home with great photos. That's why participation in our photo shoots is 100% non-binding.

I forgot to leave my email address at the shoot. How can I see my photos now?

Simply fill out the contact form. Please enter your full name, the location, date, and time of the shoot. To ensure that only those who were photographed receive an access code, we need a photo of you or your child for identification purposes.

We participated in the photo shoot 3 days ago, but still haven't received an access code. Why is it taking so long?

We always do our best to get the photos online as quickly as possible. There are times when we have a lot on our plate, and this often happens in the last 4 weeks before school holidays. It usually takes about two weeks for the photos to be ready, but during peak season it can take up to 4 weeks.

Ordering Photos Online

I'm not being allowed access to my album.

You need a protected album link, which should have been sent to you automatically. This assumes you left your email address during the shoot. When you log in for the first time, you can set your own password.

What do the savings packages look like?

The savings packages contain either 5 or 10 photos or all photos. Most people buy the bestseller package "Download all photos". That's easiest, because then you get all photos including images with effects (not on CD, but as a download link). Under "Savings Packages" you'll see all products including information and prices available for order.

Can individual photos also be ordered?

Yes, that's also possible. Please look under "Downloads" or "Prints, Canvas" etc.

What resolution will I receive the files in with the complete series?

You'll receive the photos in high resolution (max. 5568 × 3712 pixels / 300 dpi). This allows you to have beautiful prints made, even large-format posters, canvas prints, etc.

Why do I see a watermark on my child's photos in the shop?

We have to protect our photos in the shop because, unfortunately, there are people who don't want to pay for our work. Of course, you'll receive the photos without watermarks after purchase. Almost always, the photos in the shop are easy to judge even with watermarks. It's best to click on the photo twice to enlarge it. If you're still unsure about a particular photo, please contact us by phone. We're happy to help.

When will I receive my photos?

Sending the complete series is done automatically. Right after payment is received (PayPal is immediate, bank transfer after approval), you can download the series on your download page. An order or payment confirmation will be sent by email. Please also check your spam folder. Prints usually take 3–4 days, other products may take longer.

How can I pay?

Payment is possible via PayPal and bank transfer.

Are there any legal restrictions on the photos I buy?

No, there are no restrictions.

Why do we get reminders to buy?

Since all parents have a lot on their plate, we send you reminders if no photos have been ordered yet. This way there's a low chance you'll miss the discount. If you don't want reminders anymore, you can unsubscribe from them in any email from us (you'll find a link at the very bottom). Note: If you've already ordered with a different email address, the system won't recognize it and will continue to send you reminders automatically.

There were also photos from the 2nd dive, or from jumping, etc. Did those not turn out?

We're very careful when sorting photos. Anything that's blurry, has poor composition, or isn't properly exposed gets removed. Of course, we can also make mistakes. If you're sure we missed something, feel free to write to us and we'll look again. Please always provide info like location, date, time, child's name, and situation – that helps us search.

Can I pick up the photos from you?

Unfortunately, we don't have a business address where we can meet customers. Most people buy downloads, which are then sent perfectly over the internet. Printed products are sent directly to the customer by the lab via mail.

Why does a single photo as a download cost proportionally much more than the package with all photos as a download?

When someone orders a photo from us, whether as a download or as a print, we make no profit. It covers part of our costs. Only when multiple photos are sold do we make money on the photos. The price for "Download all photos" is for us exactly what we want to earn from the photos – not less, but also not more. It's a win-win situation for parents and the photographer.

I want to negotiate the price with you, what's possible?

Sorry, we've calculated our prices very carefully, so there's nothing more we can do. Please see the next question for more information.

I really don't understand why the photos are so expensive?

Since we get this question from time to time, we'd like to give you a brief insight into our pricing. If someone buys 100 € worth of photos from us, the following amounts are deducted from the sales: 15.97 € for 19% VAT, 28 € for income tax, 5 € for post-processing costs, 8 € commission to the service provider for the webshop (sales processing, PayPal / bank fees, etc.). So from 100 € in sales, only 40 € remains. Then there are many other operating costs like car, insurance, phone, internet, retirement provision, and our equipment worth approximately 20,000 € (which is completely renewed every 4–5 years).

We've been photographed 2 or 3 times already, do we get a discount now?

We've calculated our prices so that it's worthwhile for both parents and the photographer. We give 20% off all orders placed shortly after upload. Unfortunately, we can't offer additional discounts on top of that.

We have multiple children, do we get a discount?

If you participate in the shoot with your baby and your older brother or sister is also there, you don't need to pay anything extra. However, if these are 2 different shoots, we also have 2 times the costs (staff for post-processing, travel costs, etc.), so the photos are sold per shoot.

I've already ordered, but I'm still getting reminders, why is that?

It sometimes happens that parents register with one email address during the shoot and use a different one for ordering. So the system doesn't recognize that an order has already been placed and sends another reminder. We're sorry about that! If you don't want reminders anymore, you can unsubscribe from them in any email from us (there's a link at the very bottom of the email).

I bought digital photos, but I want to return them. Is that possible?

Sorry, that's not possible. Once the photos were saved on your computer, it's impossible to take them back without being able to ensure that you haven't made copies. We ask for your understanding. But please feel free to call us, we always try to accommodate our customers.

I lost my photos because of a broken PC, can I download them again?

We're sorry to hear that! Unfortunately, we can only help you if your shoot took place within the last 3 months. Here's our storage schedule: First 1–2 weeks: Photos are online in the shop with Early Bird discount. Then up to 4 weeks: Photos are archived (offline from the shop). Grace period – an additional 30 days: You can contact us and we'll provide you with a download link. After this grace period: The photos will be permanently deleted and can no longer be recovered. If your shoot is still within this 3-month period: Simply send us an email with your name and the date of your shoot. We'll be happy to search for your photos and send you a download link. Important: Please save your downloaded photos on multiple devices and with a backup service like Backblaze. This is your best insurance against data loss.

I was photographed some time ago and forgot to order the photos. Can I still order them?

That depends on how long ago your shoot was. Within 3 months of your shoot: Yes, absolutely! Simply send us an email with your name and the date of your shoot. We'll send you the access code and you can order your photos. After the grace period (more than 3 months + 30 days after your shoot): Unfortunately, we can't recover the photos then. They've been permanently deleted. Our reason for this short storage period: The longer personal data is stored, the higher the risk of a data breach. By limiting it to 3 months, we best protect your family. Tip: Save your photos directly after ordering on multiple devices and with a backup service like Backblaze. This way you can be sure you won't lose your memories.

I'm having trouble downloading the complete series. What should I do?

Regarding downloading the complete series, here are some notes: You need the correct download link to download. This was sent to you by email after payment was received. This email may have ended up in your spam folder. It's usually a large ZIP file with several hundred MB. It takes a while to download completely. The time depends on your internet connection. ZIP files are difficult to open on smartphones and tablets. It's best to download the ZIP file to a regular PC or Mac. Some internet browsers, especially Internet Explorer from Windows, often block downloads for security reasons. Please watch for any messages from your browser. Usually there's always the option to allow the download. If you continue to have trouble downloading, please contact us.