To order from images taken in 2017 or previous years, please phone our customer services on 023 80773834 ext 2.
Please Note: We will need the original image ref no: that was on the proof to do this.
We currently keep the images on file for up to 6 years.
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.
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 or access code and you can then contact us for further assistance.
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.
Yes. You can order anytime online with NO late surcharge fee at www.cardwellandsimons.co.uk 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)
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.
Please contact Customer Services on 023 80773834 ext 2
Please contact Customer Services on 023 80773834 ext 2
All orders are bespoke and made-to-order items that contain a unique image/images which are specifically printed/supplied for you. We fulfil each order individually and personalise it to that unique order, so as soon as we start production of your bespoke item/items, we have already invested into the workforce time, ink, paper and/or other materials specifically for your order.
As such, all orders are non-refundable due to the bespoke nature of the order. These are considered personalised goods made to your specifications and cannot be re-sold to anyone else. As per UK law, the goods cannot be returned or refunded because they were made according to your specifications and were personalised for you. We may, at our discretion, look into other solutions. The exceptions being if your order is faulty or arrives damaged.
If you think you have received a faulty product or a product has arrived damaged we must be contacted within 14 days of receipt. We will likely ask for photos to help with our investigation. If an item is found to be faulty we will either replace it or offer a return/refund. If we are contacted outside of 14 days of receipt the item cannot be returned or refunded. Orders made in error cannot be returned or refunded unless we are notified in writing before the order is processed.
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.
If you experience any problems with our ordering system. Please use our contact form and we will assist you as soon as possible.
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.
Payments made via the online ordering system are secure. All payments are processed via Stripe one of the largest online payment providers and we accept all major credit cards, debit cards and Paypal.
Yes you can order by contacting us on 023 80773834 ext 2. You will need the name of your child’s school and the image ref no (eg ABC_1234). 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 lost cash if you do so. Please include the name of your child’s school and the image ref no (eg ABC_1234) with your cheque/postal order.
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.
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.
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.
While we always do our best to ensure that our photos are as true to colour as possible, we cannot guarantee that the colour you see on your screen accurately portrays the true colour of the product.
Our preview images, as they appear on a monitor or viewing device (such as your smart phone, tablet or computer etc) may sometimes differ slightly in tone, colour, sharpness, brightness or vividness compared to an actual print.
Since the screen itself is a light source, each screen can produce different colours, brightness and resolution. Images can sometimes look brighter and display more vivid colours than they do when they are printed.
Preview images are intended as a guide only and should not be regarded as identical to the final product. Due to differences relating to variable factors such as different viewing devices, studio lighting, natural lighting, chemical printing and personal preferences, we cannot guarantee that the product you receive and those you have viewed as a preview image will be an exact match.
Ideally, the photographer will have at least 5 metres square floor space and a minimum ceiling height of 3 metres. A school hall is ideal. Photos can also be taken outside (weather dependent).
For portrait and group photography the photographer(s) will arrive 30-45 minutes before the scheduled start time. For whole school group photography on our specialist staging they will arrive 60-90 minutes before the start time, depending on the size and location of the photographs.
Absolutely, we offer every style of photography available. Whether it’s a classic traditional style or something more modern and contemporary. We can provide whichever style suits you best.
More and more of our clients are now going for our popular multiple pose options which gives parents a wide choice of variety and styles.
We typically have a 2 week ordering window but this can be shortened or extended depending on your preference. Once the ordering window has closed, we’ll aim to get your orders delivered back, neatly packed in class order within 2-10 working days.
If you’ve got envelope orders to collect then we’ll aim to get your orders delivered back, neatly packed in class order within 2-10 working days from the envelope collection day.
No, we also have a variety of ordering systems that are specifically designed to reduce your schools administration to a minimum e.g. online only ordering and same day proof cards which significantly reduces your time spent on the photo administration.
Your commission will be issued by BACS or cheque shortly after the end of the term.
No we are happy to take your staff portraits on the same day as your pupils’ portraits. We also offer free staff display boards.
Yes, we can undertake any photography work and have been providing prospectus photos in particular for decades now with stunning results!
Yes all our photographers have full DBS disclosure certificates.
No we provide this service as a complimentary extra. SIMS users require a licence file from Capita to enable the photos to populate your database automatically. We will apply for this licence for you. The cost for this is £30+VAT for Primary Schools and £60+VAT for Secondary Schools. These fee’s come off your commission rate so there’s no upfront costs for the school.
Our specialist IT team will be able to guide you through the whole process with phone and email support available.
It is extremely straightforward. We include comprehensive details to guide you through the process with step-by-step instructions. It usually takes seconds to populate your entire database.
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