Frequently Asked Questions

I received an proof card with an access code - how can I order my photos?
If you have received a access 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 received an email with login information - how can I order photos?
After you have placed an order or registered with the online shop, you will receive an email with login credentials. Using your email and the new password, you can use the "Customer Login" to enter your personal gallery, order photos and check the status of your orders.

I have not received/have lost my proof card, what should I do?
We provide all schools with a C.D or set of index sheets showing all images taken on photoday. The school can provide you with the necessary reference number shown below the picture and you can then contact us for further assistance.

I have lost my product sheet, what do the numbers on the proof card correspond to?
You can view (or download) our product information sheet here.

I am a separated parent is it possible to obtain an additional proof card?
Yes, this can either be requested at the time on photoday 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 shown on your proof card. 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.

How do I know if my child's school will accept orders back to the school?
If the box showing the Access Code on your proof card is coloured blue then your school is happy to accept orders. If this box is red then all orders have to be posted 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 at www.cardwellandsimons.co.uk or simply fill in the order envelope as desired and include the late surcharge fee (£5) with payment. Post this directly to us at the address found here and please include your home address.

Is the watermark going to be removed from the image?
Of course! The watermark is only used to protect your work against illegal downloads.

How long will the delivery take?
This will depend upon the method you choose when placing your order:
Orders via school: 10 - 14 working days after the deadline date shown on your proof card.
Orders via website for home delivery: 10 - 14 working days by Royal Mail.
Orders via website for free delivery back to school: 10 - 14 working days after the deadline date shown on your proof card.
Digital download via website order: Within 72 hours.
Orders via telephone: 10 - 14 working days by Royal Mail.
Orders via post: 10 - 14 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

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 money back guarantee on all purchases except for images purchased on CD/flash drive or delivered by secure email link. Please contact Customer Services on 023 80773834 ext 2 for more details.

I am having problems with the online ordering system what should I do?
If you experience any problems with our ordering system, please ring IT customer services on 023 80773834 ext 4 – during normal office hours. Outside of these hours please use our contact form and we will assist you as soon as possible.

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. 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.