Frequently Asked Questions: Order Information

How do I track my order?

Please log in to the website with your email address and password, then click on “order tracking”. If you would like more information on your order please contact us via telephone, email or LiveChat and we will be more than happy to help you.

How do I order multiple products in the same order?

Place the product into the shopping basket and instead of clicking the order now button, select continue shopping or go to the next product you wish to order using the main navigation at the top of the page. Repeat this process until you have all products in the basket, then click order now.

How do I order more than one copy of a CEWE PHOTOBOOK?

When you place the product into the shopping basket you will see a product description and price. Next to this is a tab for extra copies and you can adjust up or down.

How do I order another copy of my CEWE PHOTOBOOK?

There a 2 ways that you can order another copy of your CEWE PHOTOBOOK.

You can login to the My Account section of the website and use our re-order link (please note that this will allow you to order exactly as it was).

You can also open your saved CEWE PHOTOBOOK in the software used to create it and reload your saved CEWE PHOTOBOOK. This way you can make any slight adjustments if you wish. When you are ready just place the order into the shopping basket once more and order again.

Can I make any changes to an order once the order has been placed?

Sadly we are unable to change any order as this is an automated service. Orders are created as read only files to protect them from manual intervention and to ensure the data and files are kept secure.

Do you charge VAT for your photo books?

We do not charge VAT for our photo books. All our other products include VAT charges which is shown within the cost of the product.

The payment for my order has been reserved in my account but the order was not successful. What should I do now?

The payment is authorized when you enter your payment details so this will automatically reserve the payment in your account. If your order is then unsuccessful, and you do not receive a confirmation email of your order through, the amount will not be debited from your account. The payment will go back into your account but it can take up to 7- 10 working days depending upon your bank.

What if I am not happy and feel that there is a quality problem.

You are welcome to return the order to us using the free postage label on your invoice for inspection. Please ensure that you enclose a covering letter to explain why you are unhappy and remember to include your order number.

What should I do if my order arrives and it is has been damaged in the post?

If your order arrives and it is in a less than perfect condition, then we would ask that you take an image of the damage and email this to us. Please ensure the image you send is no larger than 10mb, as this is the limit on our server. Please could you also include your order number in the email along with a brief explanation of the damage. Once we have received your email we will reply back to you as soon as possible and let you know what happens next.

How long should I wait for my order to arrive before I chase it up?

We would request that you wait the turnaround time of the product you have ordered. If you have not received your order in the estimated delivery time we do recommend contacting your local post office as the package might be waiting there for collection. We cannot class an item as lost/missing in the post before this time has passed. If after the turnaround time of your product you have still not received it then please contact us.

How can I get in touch with customer care?

Telephone:

+44 (0) 1926 463 107

Calls are charged at the standard national rate.

Email:

photoworld@cewe.co.uk

Mail:

Unit 4, Spartan Close, Titan Business Centre Tachbrook Park Warwick CV34 6RR

What are your customer care opening hours?

Our UK team of customer care operators are available via phone, email and LiveChat Monday to Sunday, 24 hours a day.

How much is delivery?

The delivery cost varies depending on the type of product you order. Please see our Delivery Information for more details.

How long will my order take?

Production times vary by product. Once produced, all orders are sent via first class Royal Mail or similar specialist courier. You can find more information on production and delivery times on our Delivery Information page.

If the order is undeliverable a card will be left and the parcel taken to your local sorting office. The parcel will be returned to us if not collected after a specified time. Please ensure that the address you enter is correct and if it’s a large parcel that someone will be available on receipt of this.

How do I know if my order has been successful?

You will receive a confirmation of order on screen, which will then be followed by a confirmation email to your registered email address. If this does not happen and you did not get an order number then the order has not finalised. If you are still unsure then please Contact Us.

Can I cancel / make changes to my order?

Unfortunately we are unable to edit or cancel orders once they have been submitted. As soon as you checkout, your order data is entered into our production workflow and does not allow manual intervention. This process ensures high security so that all customer data is protected. (Please refer to our order terms and conditions).