FAQs

Simon and Wendy Mackney are a husband and wife team who are both passionate about their business and understand the importance of recording timeless portraits for generations to come. As photographers with over a decade in experience, they are a family business with a passion for portrait photography and fashion. Established in 2001, Mackney photography is an award winning boutique portrait studio specialising in people portraiture.

Since photography is one of the only professions not regulated, we decided to challenge ourselves and enter national photographic awards to keep ourselves at the top of our game. We are fully registered members of the BIPP (British Institute of Professional Photographers) and the MPA who represent the very best of the photographic community, they ensure that their members produce only the highest possible quality. We're constantly entering images from every day shoots, with your permission of course. Could you be in the next award winning photograph?

CRB checks are now called DBS checks, of which all photographers have been fully checked and certified.

I'm afraid we don't currently take on work experience due to the sensitive nature of our photoshoots and expensive equipment.

We often receive many requests for support and donations. We aim to support as many local charities that directly benefit children as possible. All charity requests should be sent on headed paper to the studio and include information about the charity, (including registered charity number), event, contact details and a self addressed pre-paid envelope. If we do not respond within 5 working days, please assume your application has been unsuccessful on this occasion.

We always have room for creative individuals to join our growing Mackney family. Please email us at the studio with a CV, and the position you would like to apply for.

We have a beautiful purpose build photographic studio aimed to give all customers a warm welcome. We aim to give ALL our clients an excellent and memorable experience from start to finish, and since we're not a chain, we guarantee ALL our photography is done in-house by our award winning photographers.

All of our photoshoots include the shoot itself and a 8x6inch signed frame from your session. The majority of our customers go onto invest in our beautifully finished products such as prints, albums and frames - in fact we wouldn't still be standing after a decade in business if our customers didn't love what we do and support us. Our whole team work hard to ensure that the customer experience you receive, the quality of the portraits we create especially for you, and the wall art and photo products we offer our customers are among the very best. We consider that, in terms of the quality of our sessions, we are unmatched, not just locally, but nationally too. With photoshoots, we make it as easy and as convenient as possible for you to try us out, and we are determined to wow you! The money you save on the cost of a photoshoot, we would much prefer you to invest in beautifully crafted photo products after the session. There are no hidden extras and certainly no pressure to purchase any further products. We let our beautiful portraits sell themselves, we hope you love them as much as we do.

Unfortunately not, it's strictly one session per family, per year at the discretion of the studio. If you require more then one experience, please contact the studio on 01332 650 076 for more guidance.

We have over 2200sq foot in the studio so more the merrier, this is YOUR family portrait after all. The largest family we've had at the studio is 24, ranging from the youngest at 2 months old to the oldest at 93 years old - can you be our new studio record holder?

Upon booking we require a refundable deposit to confirm the date and time, it is a standard requirement by many appointment only businesses. Please allow 72 hours for any cancellation/ movement of appointment.  This is fully refundable and refunded to you at the time of your viewing or can be put towards our amazing products. It's to ensure we're not left 'hanging' and dusting the coffee table for an hour should you miss your appointment. With enough notice, we can do what we do best give our time to another customer. We require a £35 refundable deposit for a weekday appointment and £50 for our more sought after and busier weekend appointments.

Just call the studio on 01332 650 076 - if you have a specific date in mind, please book at least 4weeks in advance as our most popular dates are Saturdays and Sundays.

We class our digitals as a premium as your not just 'buying' an image, you are purchasing the copyright for extra printing. We pride ourselves on the quality of our work, and can only purchase our digitals alongside our finished products such as prints and montage frames. Our computer screens are calibrated with our suppliers and each portrait that is ordered is colour corrected and beautifully finished to the highest of standards. The finished products we offer reflects our brand and as such our clients who return to us time after time, when they receive their artwork as absolutely THRILLED with the end products. Our digital collections start from £695 which include 6 x prints and limited copyright. Our imagery isn't really about 'sticking' on birthday cards or posting all over social media. We're more then just a USB stick, you are purchasing a piece of personalised artwork at the end of the day and our pricing reflects this. For something more affordable we advise prints instead which starts from £65.

We operate on an appointment only basis and may extend our opening hours for our viewing appointments.

If someone is unwell in your group (and we completely understand it happens) we need as much notice as possible, we ask for 72 hours notice so we can then let other clients know of upcoming availability. We will then reschedule your appointment within the next three weeks so as you don't lose out on our wonderful experience.

Yes – we have ample free parking right outside our studios.

Your shoot will be made that little bit extra special if you bring something to personalise it. We love it when people get creative and put a unique spin on their shoots, like with the old wedding dress or an instrument, or even a few of your favourite pairs of shoes! Anything goes, its your photoshoot at the end of the day.

You can book our award winning hair and makeup artist in advance (please allow up to 3-4 weeks for availability) the costs start from £60. Please call the studio on 01332 650 076 for availability.

It really depends on the type of photoshoot you have booked in. Our photoshoots usually last anywhere from 1 to 2 hours. If you're having a studio photoshoot, we'll need time to get everyone ready, dressed and props and lighting ready. And of course, if you're having a photoshoot with multiple people, we'll need a bit more time to coordinate everyone. So, if you're booking in for a photoshoot, make sure you schedule enough time so that we can get the perfect shots just for you!

We retain full copyright on all of our images. However if you would like to use our images for commercial or other usage, we have licenses that can be issued starting from £2995. Please ask for specific details. Please note scanning breaks UK copyright laws.

Unfortunately not, as we've probably taken over 300 shots and need to whittle them down so we only show you the best of the best of the best! Once your images have been taken, they are then cleaned and artistically edited and designed into unique photographic designs chosen especially for you, this normally takes our experienced editor a good couple of hours.

Of course! We have our own studio pet, Trigger the Miniature Schnauzer who lives in the office, so please do say hello. We've had cats, dogs of all shapes and sizes, hamsters, reptiles and even a chicken in the studio.

Don't worry, we will talk you through from start to finish and if you have any specific requests or queries, please do not hesitate to talk to us!! Our photographers have had many years of experience and their gentle approach will put you instantly at ease.

In order to achieve our lovely award winning images, it does take a lot of time and patience in front of the camera and behind the scenes. Art takes time!  But rest assured, it's worth the wait.  For every minute we spend together with you, we spend hundreds more behind the scenes to make your portraits and overall experience exceptional.  Following your portrait session, we carefully compare the hundreds of images from your session to select the best ones from each concept based on facial expressions, posing, lighting, sharpness, background, and overall appeal.   These final images are each individually processed and enhanced into a true work of art.

If we know it's location in Darley Park that you specifically want, we will reschedule your appointment, we'll keep you updated, so don't worry!

Looking at the pictures we've specially crafted for you can only be done inside our studio. There, an expert will go through all of our products with careful attention and ensure they are displayed correctly to show off their best side!

It depends on how well the session goes, but on average we showcase over 30 images, each one digitally cleaned, colour corrected and lots of beautiful artistically edited ideas for you to see how you can present your "wall art" in your own home. We are all about the quality not quantity.

Viewings last approximately one hour. This usually allows for plenty of time to show off our work to you in a cinematic slideshow, choose any photographs you wish to purchase, and set up any payment options as required.

If you think of photographs as pictures to browse through on your computer or to be downloaded onto a USB and shoved in the drawer, then perhaps we're not the right photographers for you. However, perhaps you just need some help to visualise the potential your images may have. Capturing the image is only the first step in a very involved process. We believe your images are art pieces in their own right and should be proudly displayed in the right frames on your wall or lovingly presented in our albums. The photographs that we carefully craft for you will be in your family for generations and we want your frames and albums to be proudly displayed for years to come.

Please feel free to bring your partner and other family member so they can enjoy the show too as we do not offer online viewings.

We accept most major credit and debit cards, if your unsure please ask the studio to find out which ones we can accept.

We offer finance options starting from 12 months for selected packages - great for spreading the costs whilst enjoying our products in the comfort of your own home. Please bring a form ID and a credit/ debit card for the deposit.

When you come in for your photoshoot, we want you to feel relaxed and comfortable. We'll chat with you, get to know you, and help you find your best angles. And at the end of the shoot, we promise not to pressure you into buying anything. Our goal is to simply produce stunning images that sell themselves. Whether you're looking for wall art, prints, or albums, we have a wide range of options to choose from. And of course, there's absolutely no obligation to purchase anything beyond what you came in for originally. So relax, enjoy the experience, and let us capture some beautiful moments for you to cherish.

After the shoot, we have experienced digital artists working on your photos. We clean up the image and add in the digital effects the 'icing on the cake' as they say. Finally, we select OUR favourites and spend a few hours digitally working on them. We like to present them back to you as individual photographic art-pieces. What you purchase products-wise after your session is entirely up to you, but prepare to have your jaw dropped, as the images we craft especially for you WILL amaze.

We make a point of not offering our viewings straight after your photoshoot so you can spend this time in between considering which products may best suit your home and budget. As part of each of our experiences, we only offer one viewing as this is adequate time to go through our beautiful portraits we've carefully prepared just for you with our experienced staff members.

The first viewing is part of your experience. For second viewings, we do not offer any discounts or packages and the rate is £125 per hour after a minimum package (£495) spend from the first viewing.  Please ensure any decision makers attend your first viewing as we do not offer online viewings. Our viewings only take place at our studios so you can go through our selected products with our experienced staff members.

It takes 1-3 weeks (allow more time for Saturday and Sunday appointments) We ask that you use this time to consider further products you would like for your home to display your personal artwork.

We don't recommend delivery, as you know the courier or postman can be rather heavy handed and we can't be responsible for damaged goods this way. We would recommend collection in person so we can go through your good with you personally and see your first initial reaction to our beautiful finished products.

We only use the highest quality of products to showcase your images, in which we take a careful amount of time to handle. We always endeavour to delivery your order as quickly as possible, but please allow 10-12 weeks from your viewing (order date) as all images selected are "stripped" back and re-worked so you as the customer only receive the very best products to display for years to come.

All wall art is guaranteed for a lifetime, please contact the studio if you need any advice on cleaning or hanging the product - though there are instructions on the back of your frame alongside our quality seal.

We'll happily store your order for up to 3 months, but after this period we will need contact from you to let us know when you'd like to collect your order. After 3 months, any payment already made will be used to cover the cost of it's production and the order will then become the property of Mackney Photography and disposed of accordingly.

If you place an order, we keep the images on file for up to 3 months from your portrait ordering session. If no order is placed, files are disposed of accordingly. If you would like us to hold onto the images for a longer period, a retainer will be required - please ask at the studio for more information.

We recommend you see us very 2-3 years. Households are limited to use one portrait session per family per year (at the discretion of the studio) Please contact the studio directly if you are a returning customer on 01332 650 076.

At Mackney Photography, we take pride in our beautifully finished products. We understand that people come to us for our expertise, and we want to showcase that in every piece of artwork we create. That's why we only work with suppliers who are renowned for quality. And if a finished product doesn't meet our standards, we'll redo it until it's perfect. But it's not just about the final product – it's about the journey we take with our clients. We hold their hand and guide them throughout the entire process, so they feel confident and excited every step of the way. And when they finally see their artwork at home, they're absolutely thrilled. That's part of what makes our reputation so strong – the personal touch we put into every project.

Welcome back! We would love to see you back at the studio.....If you've purchased our products and packages previously - did you know you might be eligible for a complimentary photoshoot as a thank you for your loyalty? Call us at 01332 650076 to schedule your session today.

As a first-time customer, we're offering you a discounted photoshoot on our website. Don't worry, it's not because we don't value our craft - it's just that we want you to experience the magic of our studio first hand. We're so confident in our work that we'd rather show you what we can do, rather than just tell you. And the best part? You get to save on the photoshoot and put that towards our range of stunning finished products. The "RRP" of our photoshoots is the actual value of the photoshoot session.

If you're not completely happy with our service we'd like to hear about it so we can do something to put it right. We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know. We want to:

• make it easy for you to tell us what went wrong
• give your complaint the attention it deserves
• resolve your complaint without delay; and
• Provide you with the right outcome to your complaint
• All feedback is recorded and monitored so that we can learn where we can improve and take action in those areas

How to make a complaint All complaints must be submitted in writing via email to  reception@mackney.com or you may also submit a complaint via post to:
Customer Relations
Mackney Photography
The Polishing Shed
North Mills
Darley Abbey Mills
Darley Abbey
Derby
DE22 1DZ

We will acknowledge all complaints within 3 working days and we endeavour to rectify or reply to complaints within 28 days.

What needs to be included in my complaint?

 
• A clear detailed description of your complaint to us
• The date of your last appointment with us (be that in person or telephone)
• The names of any staff that the feedback is about
• If you have a specific outcome in mind
• How you would like us to respond to you (email, telephone or text message) including the best time to contact you
• We will endeavour to resolve complaints in a timely manner and within 8 weeks as a maximum