How Do Retakes Work?
Retakes are scheduled with the school for absent students or eligible portrait corrections; the process depends on the event.
Quick answer: Follow the school’s retake instructions and bring or return any materials the event requires. Retakes are offered only on a school-scheduled date.
Who may use retake day
- Students absent on the original Picture Day
- Students whose school or event instructions allow a new portrait
- Students with a documented production or capture issue
- Other students approved under the school’s retake policy
Before retake day
- Confirm the date and participation instructions with the school.
- Review whether the original package, retake form, or order information must be returned.
- Tell the student what should be different, but keep the explanation simple.
- Use the same student name, grade, and teacher information so the new image can be matched correctly.
After the retake
The retake image must be processed and matched to the student. Depending on the program, Van Gogh may update the gallery, fulfill an eligible replacement, or use the new image according to the school’s yearbook and event rules.
Retake limitations
A retake is a new photography attempt, not a guarantee of a particular expression, hairstyle, eyeglass reflection, clothing position, or pose. The available setup is determined by the school event.
Important: Do not assume the original package must always be mailed or returned. Follow the current school and Van Gogh instructions because proof-based, prepay, and replacement workflows can differ.
Still need help?
Use the Van Gogh Help Center to search for an answer or submit a private support ticket. You can also email info@vangoghphoto.com or call 847-382-2282.
Please include:
- Student’s full name and school
- Original Picture Day and retake date
- Order number, if applicable
- Reason for the retake
- Whether an original package was received
For your security, never send a full card number, security code, banking password, or account password.