Frequently Asked Questions

I have ordered a digital download - how will I receive my image(s)?

From 2021 onwards, all download images will be available immediately after purchase with full details/instructions sent to the email address the order was made from.  Please check your spam/junk folder as well as your inbox.

For images from 2020 and before, these images are on an older database so will have to be manually sent to the email address the order was made from.  We aim to send these orders out on the next working day however, during peak periods the wait time may increase.  Please check your spam/junk folder as well as your inbox.

I received an proof card with an access code - how can I order my photos?

If you have received a proof card with a personal access code, go to the "Login" page, enter the access code and click on "Open Album."

Is it possible to place a single order for multiple siblings?

Yes! Click on "Enter another password," under the password login. You can enter up to five access codes at the same time. This way you will have access to all available photos.

I have not received/have lost my proof card, what should I do?

We provide all schools with details of the photos and their access codes. The school can provide you with the necessary reference number or access code for the photo and you can then order online or contact us for further assistance.

If you have a past order or login history for that child then you can contact us directly.

I have lost my product sheet, what do the numbers on the proof card correspond to?

Please call us on 02380 773834 ext 2 or email for further information.

I am a separated parent is it possible to obtain an additional proof card?

Yes, this can either be requested at the time on photo day and two proof cards will be issued or alternatively, your school can provide you the your child's image reference number and you can then contact us for further assistance.

Do you offer free delivery back to the school for online orders?

Yes we are able to offer this service for the majority of school orders placed by the deadline date. Unfortunately not all schools are willing to accept orders back to the school and these orders will have to be returned to your home/work address.

I have missed the school deadline for returning my proof envelope. Can I still order?

Yes. You can order anytime online with NO late surcharge fee at or fill in the order envelope as desired. Post this directly to us at 15-17 Church Street, Southampton. SO155LG and please include your home address and and a return postage fee (£4)

Is the watermark going to be removed from the image?

Of course! The watermark is only used to protect against illegal downloads.

How long will the delivery take?

We aim to dispatch all orders ASAP!  Ideally all back to home orders will be sent out the next working day and all back to school orders will be delivered just a few working days after we’ve collected all the order forms.  In the event of delays beyond our control e.g. postal service slowdowns/issues or a school holiday that following week, we advise that orders can take up to:

Orders via school: 5-20 working days after the deadline date.

Orders via website for home delivery: 5-28 working days by Royal Mail.

Orders via website for free delivery back to school: 5-20 working days after the deadline date.

Digital download via website order: Instantly for 2021 images and beyond. Within 72 hours for 2020 and before images as these have to be sent manually.

Orders via telephone: 5-28 working days by Royal Mail.

Orders via post: 5-28 working days by Royal Mail.

My order has arrived but it is incorrect, who do I contact?

Please contact Customer Services on 023 80773834 ext 2

I've only made one recent online order but two payments have been taken, what do I do?

The second payment is a pending one that won't go through and will be returned to your account shortly. If the payment does go from pending to leaving your account then please contact us via our contact form with full details and we'll get this checked for you.

What do I do if my order arrives damaged?

Please contact Customer Services on 023 80773834 ext 2

I am unhappy with my photographs – what should I do?

We offer a full 14 day money back guarantee on all purchases except for digital images purchased on flash drives or delivered by secure email link/download. Please contact Customer Services on 023 80773834 ext 2 for more details.

Please note, if printed ‘Pack’ photographs have been purchased along with flash drive/downloads added on to the pack at a discount, refunds can not be given for the prints as the heavily discounted digital images can not be returned.

If for any reason you’re not happy with our printed products, simply return your order, within 14 days of purchase, in its original condition and packaging, along with the order form and we will happily offer you an exchange or refund.

We recommend you take your package to your local Post Office counter and request a “Certificate of Posting” (a postcard showing our address that the Post Office will date stamp for you). We can only accept responsibility for lost parcels if you are able to produce this.

Money Back Guarantee

Our 14-day money back guarantee does not affect your statutory rights. The order form must be included with your returned products to show proof of purchase. Money back guarantee is not available for download/digital images.

Returns may take up to 21 days to process.

Please post the item back to the following address: Cardwell & Simons Photography LTD 15-17 Church St, Shirley, Southampton, SO15 5LG

We reserve the right to refuse a refund if you are unable to provide the proof of postage.

I am having problems with the online ordering system what should I do?

If you experience any problems with our ordering system. Please use our contact form and we will assist you as soon as possible.

I want to change the photo in my Pack and/or order multiple images in a Pack but can’t change the photo/photos

There will always be one photo that will be the first default photo.  When changing it on a Pack the user has to press ‘change or add pose’, deselect the first photo on there, select the one they’d like instead and then press ‘confirm selection’.  That will then change the image over in that Pack.  When adding multiple photos into a Pack, the user has to select which extra photos they’d like and press ‘confirm selection’. You can then select which photos you want for the different size options in that Pack.

Please note, different photos in a Pack are limited to the different sizes in a Pack, not the amount of photos in a Pack. Each Pack will say how many different photos can be selected in it e.g. a 2 print Pack can have 2 different photos and a 3 print Pack can have 3 different photos etc.

When ordering from the Individual Products section, you’ll be able to pick the photograph that you’d like from at the start.

Is it safe to give my credit card details online?

Payments made via the online ordering system are secure. All payments are processed either via Stripe, one of the largest suppliers and we accept all major credit cards, debit cards or via PayPal.

I would rather not pay online, is there another way I can pay?

Yes, you can order by contacting us on 023 80773834 ext 2. You will need the name of your child's school, the image ref no (eg ABC_1234) or barcode number that is printed on the proof card. Alternatively we accept orders via the post and these can be paid for by either cheque or postal order. We advise against sending cash through the post and are not responsible for any cash sent this way. Please include the name of your child's school, the image ref no (eg ABC_1234) or barcode number that is printed on the proof card with your cheque/postal order.

Will I get an email confirmation when I place my order online?

Yes. An email confirming your payment is automatically sent to you and we also send an email confirmation of your order. 

If you don't receive an email confirmation for an online order then your order either hasn't been processed (and is still in your basket) or there was a typo when you input you email address and it's been sent to an email address that doesn't exist. 

I've ordered online and been charged twice, what should I do? 

If you've made an online order and a duplicate payment is showing on your bank statement. This is more than likely a pending payment that won't go through and will be returned to your account shortly.

If the payment does go through and gets taken out your account then please contact us and we'll get this looked into for you ASAP.