Frequently Asked Questions

We have compiled some answers to questions we have received most. Hopefully they will sort out any issues you may have been having in helping us with the banner.

If your question isn’t answered please email us at [email protected]

Don’t worry. If you select Paypal a window will pop up to show you an option to pay by Debit or Credit Card. Its managed by Paypal and so is entirely secure and we do not receive any of your details as they are secured by Paypal.

You can also select the Debit/Credit Card button below Paypal and after a short period a slider will open where you can enter your details.

You must select ‘Add to Basket’ before payment otherwise the system doesn’t know what you have ordered. If this has happened please send an email to [email protected] with the photo and your order ID and we can ensure your photo is included.

This is usually shown to people who have uploaded from their phone when they have the latest IOS and the settings have enabled file compression to save space on your phone.

Switch your phone to ‘Most Compatible’ and try again. There may still be an issue if it is already saved, so it might be worth trying from you laptop or PC to see if the image is in the original .jpeg format.

  1. Go to Settings > Camera.
  2. Tap Formats.
  3. Tap Most Compatible. This setting is available only on devices that can capture media in HEIF or HEVC format, and only when using iOS 11 or later.
  4. All new photos and videos will now be in JPEG or H.264 format. To return to using the space-saving HEIF and HEVC formats, choose High Efficiency.

You can read more about this here:

We specify portrait photographs because of the design of our banner and our ability to fit everyone who donates onto the banner. It becomes very difficult for us and the designer if we have multiple sizes of photos.

When landscape photographs are submitted these have to be cropped by software. In this process we cannot guarantee they will show all the faces of the photo when cropped to a portrait layout.

The below image shows the difference between a portrait and landscape format.

Please drop us an email at [email protected] with a replacement portrait formatted photo and your order number, and we will replace the uploaded photo.