Frequently Asked Questions - Ordering

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.

Can I purchase a digital download for Class/Group photos?

We’re not able to offer digital images for Class/Group photos.  We can only offer this product for unique/individual photographs such as the portrait, sibling and family photos.

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 or email us directly on photos@cardwellandsimons.co.uk and we will assist you as soon as possible.

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. 

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.

Things to double check before completing your order:

As all products/items ordered are personalised and unique to order, these are never re-saleable, which means that there are some things we advise you to double check before you’ve placed your order:

Check The Year - If you have older images on your account, these may show up in your link as well so please make sure you have the correct/current photograph selected before ordering. The year the photo was taken will be in your album title but if you can’t see it or would prefer written confirmation then please don’t hesitate to contact us first before ordering.

Check The Size – Each Pack and Product contains the photograph size/sizes in inches (“) under “show more details” for the Packs and “size” for Individual Products”. The sizes are also shown under or by the item itself during the preview and checkout stages. Please double check that you have the correct product, size and amounts before ordering.

Check The Image – Depending on the type of shoot and time we’ve been allocated, you’ll likely have more than one image to choose from. Please double check you have the correct image/images in your basket before proceeding to the checkout section.

If in doubt or there’s any queries at all then please don’t hesitate to contact us before completing your order.

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 options in that Pack.

'Confirm Selection' must be pressed both when adding photos to a Pack and then when selecting where in the Pack they go, otherwise they won't be added into that Pack or charged for.

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 the start.

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

Yes, you can order over the phone 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 can 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.

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

Yes. You can order anytime online with NO late surcharge fee at www.cardwellandsimons.co.uk or fill in the order envelope as desired. For an envelope order, please post this directly to us at 15-17 Church Street, Southampton. SO155LG and please include your home address, contact number and and a return postage fee (£4 but this may need to be increased depending on the size and weight of product/products ordered). Please send your envelope with recorded delivery to ensure it reaches us.

Is the watermark going to be removed from the image?

Of course. The watermark is only used to protect against illegal downloads, displays and distributions. All images ordered with be watermark free.