Help and FAQs

Placing an Order | Creating an Account | Product Information | Pricing and Payment | Engraving | Discount Codes | Order Processing | Logos/Artwork | Delivery | After Sales

Placing an Order

Can you provide a quote for an order?: Sure! If you email us at enquiries@trophystore.co.uk with the product code of what you'd like to order including the engraving/personalisation and we'll provide a quotation.
Do you offer bespoke services?: We offer a wide selection of bespoke awards for any occasion including Bespoke Medals, Bespoke Glass Awards, Bespoke Trophies, Bespoke Centres, and Bespoke Badges. All designed and manufactured to your exact requirements from the finest materials. More information can be found on our Bespoke Awards page.
I'm not sure what I'm looking for? Can you help?: Yes, of course. You can email us with what you are trying to find and our Customer Support team will respond with some options from our website. Alternatively, give us a call and we'd be happy to help!
Can I order a product catalogue to browse through?: We no longer supply a product catalogue to browse through, all our products and pricing are available online.
How do I know I'm ordering the correct size?: All our products will show the size in Centimetres and Inches. We understand it's hard to judge the size of a product online, so we encourage all our customers to use a ruler to get a feel for the approx. size before ordering. We don't recommend comparing against physical items such as a baked beans tin, or a can of Coke!
What do I do if I'm having trouble placing my order online?: We're here to help. If you ever have trouble placing an order online please don't hesitate to contact us.
Is there a minimum order quantity?: At Trophy Store we don't have any minimum quantities, you can buy just one of anything you like. The only range where min. order quantities may apply is when ordering our bespoke trophies, medals and, awards.
I'd like to add multiples of the same product but with different engraving, how do I do this?: On the product details page of the trophy, medal, or award you'd like to order; enter the first engraving text you'd like and click 'Add to Basket'. Then if you are placing an order on a computer or laptop, you will remain on the product page so simply edit the engraving text and click ‘Add to Basket’ again, repeat this until you have added all the engraving you need for that product. Alternativity, if you are on mobile device, when clicking ‘Add to Basket’ you will be taken to your basket. To go back to the product just tap on the image or product title and then repeat the process of adding each engraving text as you need.
How can I add bespoke centre discs to my order?: This service is currently not available online. Therefore, once you get to the checkout stage (after entering your delivery information), please contact our customer support team on 0345 319 1111 and we can arrange to get this added to your order. Or email your order to enquiries@trophystore.co.uk.

Creating an Account

How do I register for an account?: You can register for an account in just a few simple steps. Visit our Register page where we'll ask you to input a few details, including your name and email address, as well as a safe and secure password.
Do I have to create an account to order with you?: No, you don't have to. You can securely checkout as a 'Guest'.
I haven't received my account activation email. Can you help?: If you create an account with us, you should receive an email from us within a couple minutes. If you haven't received this, please double check your junk/spam folder. If you are unable to access your account after this, please don't hesitate to contact us.
Why can't I log in to my account?: If you can't log in to your account, we're sorry to hear this. We advise if you can't remember your password, try a password reset. If you are still unable to log in, please don't hesitate to contact us.
We are a school, do you offer public sector accounts?: Yes, we do, if you are a government funded authority. Please see our Public Sector Accounts page to download our form and email a copy of your Purchase Order over to enquiries@trophystore.co.uk. If you have any other questions about public sector accounts, please don't hesitate to contact us.

Product Information

I would like to order some engraved giftware but cannot find this on your website?: You can still find some engraved gifts on our website. However, our sister company Gift Store holds the same product range plus thousands more!
I have seen you have a trophy showing as 10cm, does this include the base?: Yes! All our measurements on the website (unless specified) are the total height of the trophy, from the bottom of the base, whether than be resin, plastic or marble base, to the highest point of the trophy.
Are your medals made from plastic?: No, all of our medals are made from metal.
Can you engrave up to the edge of the glass awards?: No, there is a 1cm gap around the edge of the artwork and the edge of the glass.
What is a bespoke centre disc?: The centres we produce are created in-house using a high quality printing process. They are then also domed with a quality resin and cured in an oven before being applied to the desired award (if applicable).
What's the difference between nickel plated and silver?: A nickel-plated trophy doesn't tarnish as silver trophy cups do, they are less susceptible to exposure to the air which can cause dullness and discolouration which therefore means they require less cleaning and maintenance. Whereas silver trophy cups can tarnish over time and can become discoloured if the correct maintenance isn't followed. With silver trophy cups, you should not handle these with your bare hands and only a very soft material glove could be used when handling these. The silver trophy cups should be stored in a glass cabinet.

Pricing and Payment

How do I pay by via purchase order?: If you would like to place your order by purchase order, email this to us at enquiries@trophystore.co.uk. We will place your order for you and send an invoice. If you are a government funded authority, we may be able to set you up under our public sector account. Please contact us for further information.
Can I pay by cheque?: Yes you can. Please add the items you would like to order to your basket and enter your delivery information. Before you reach the payment form in the checkout stage, contact us and we can send an invoice to your email which will contain the details to send a cheque to.
What payment options do you accept?: You can find more information on the payment options we accept on our Payment Methods page.
Do you have discounts for bulk ordering?: We keep the cost of our trophies, medals and awards competitive on our website, so therefore don't offer discounts for bulk ordering. However, please contact our Customer Support Team and we'll see what we can do in terms of reducing the price based on the order value.
Do your prices include V.A.T?: V.A.T is added to all the prices on our website. What you see is what you pay.

Engraving

How much does engraving cost?: Engraving costs can vary. In most cases, our engraving is FREE under 10 characters for trophies, £1 for up to 50 characters. Engraving is £1 per medal and side shield, £5 per centre shield engraving, £10 for cup body and/or plinth band engraving, finally £17.50 for glass engraving.
Does engraving increase the processing timescales of my order?: In all honesty, no. We treat all orders the same, so our specialist engravers and machines are working around the clock every day to ensure all orders, engraved or not, are dispatched within our processing timescales advertised on our website.
Can I have more characters engraved that what the website allows?: We wouldn't want your engraving to look small or cramped by allowing unnecessary characters, so the maximum character limits we set are to avoid this. We would advise shortening down your characters where possible, such as abbreviating terms. Eg. 2021-2022 > 21/22, Under 9's Girls > U9 Girls. Still don't fit? Feel free to contact us with your requirements and we'll see what we can do!
Can I engrave on the front of a medal?: Unfortunately not, all our medals that allow for engraving, only allow engraving on reverse.
Can I have my engraving in a different language?: This may be possible. Please contact us and we'll be able to advise if we can or cannot engrave in your language!
I have lots of different engraving for a large order, is there any way to supply this?: Yes, sure! If you do have a large order with multiple engravings and you don't want to process this online, please download our Engraving Spreadsheet and email this to us!
Do you do annual engraving?: Yes, just add in the order notes that annual engraving is required and we will leave space for future winners or engraving to be added at a later date.
With my perpetual shield/trophy, can I post this back to you to engrave annually?: Unfortunately, this is not a service we offer. When placing your order, we will engrave all side shields as requested, the annual side shields not currently known will be left blank. We advise this is taken to a local Timpson's or trusted engraving specialist/shop to get your perpetual shield/trophy engraved annually.

Discount Codes

Where can I get a discount code?: You will need to sign up to our mailing lists or follow us on social media to benefit from our latest discounts, promotions and offers. You may find other discount codes elsewhere online. If you are an existing customer, you can claim discount codes by submitting product reviews after receiving your order.
Where do I enter my discount code?: If you are in possession of a valid code, then please enter this into the voucher code box during the checkout process to obtain the appropriate discount.
Can I use a discount code if I order over the phone?: Yes, if you have a discount code that you would like to you then please let our customer support team know so that they can apply it to your basket when placing your order.
Can I use more than one discount code on my order?: No. We only allow one discount code to be used per order.
Can I apply a discount code after placing my order?: Unfortunately, discount codes cannot be applied to an order once it has been placed so don't forget to use your code the checkout when placing your order.
Does my order qualify for a discount?: To keep our prices competitive, we don't usually advertise discounts on our website. We may offer discounts on higher value orders. If you want to check whether your order qualifies for a discount, please contact us.
Why isn't my discount code working?: Our discount codes are only available to be redeemed before a specific date, so please check the expiry date and ensure that you've entered the code correctly. Common mistakes could include an extra space when copying and pasting or a typo.

Order Processing

How long will my order take?: We aim to process and dispatch all orders within 2-3 working days. However, if artwork is required on glass awards the dispatch timescale is from acceptance of the final approval, the total timescales for glass orders can be up to 10 working days.
What do I do if I made an error when placing my order?: Not to worry. We try to make ordering online as easy as possible, but sometimes these things happen. Please contact us as soon as possible if you have made an error and we'll be able to help.
I need my order sooner than your order processing time advises. Can you help?: Left your order till the last minute? Let our Fast Track Team take care of that! We offer a Fast Track Service which in most cases will ensure your order is processed and dispatched within 1-2 working days. This Fast Track Service fee will be in addition to the standard delivery costs quoted above and is subject to stock availability and workload. Please call for more details.

Logos/Artwork

How do I upload my logos/artwork?: You can upload your artwork on any glass award on the website that allows either laser engraving or colour print engraving. Once selected, a blue button should appear with 'Add File'. If you would like to upload your logos/artwork another way, please contact us first.
What if I don't have the artwork or engraving details available when placing my order?: That's not a problem. Choose the 'Send Artwork Later' option from the engraving options. This will allow you to proceed with setting up your order, you can then follow up with an email containing this information when you have it available. Make sure you reference your order number.
What artwork/logo file types do we accept?: We accept the following file types; .ai, .cdr, .eps, .indd, .jpg, .jpeg, .pdf, .png, .pptx, .psd. Although it'll make our day if you could use one of our preferred file types; .eps, .pdf, .ai, .psd.
What size does the logo/artwork need to be sent to us as?: We recommend sending in the largest file available. Our Design Specialists will re-size your artwork / logo to the best fit for your award!
What if my logo/artwork is low resolution/poor quality?: We'll contact you before your artwork proof if your logo/artwork is low resolution or too poor quality to engrave.
What type of fonts can I use?: For best quality, we recommend using the stock fonts carefully pre-selected by our Product Design Experts. You can view the fonts here.
What is a logo setup fee?: A logo setup fee is a one-time £12 charge when new logo or artwork is used/created for your order. This will not be required if you are using the same logo on subsequent new orders with us, the charge is taken to setup and store your logo.
Would I have to pay the £12 logo setup fee for each award on my order?: The £12 fee is a one-time fee that applies to each logo that is required to be setup and stored on our system. If the same logo is being used on each award within your order, then you will only be required to pay this fee once.
How can I upload two logos to my award?: You can upload up to 3 files on our glass or acrylic awards. Simply save the logo you require, choose your award and upload your logo using the blue ‘Add File’ box. Continue doing this until all logos are uploaded.
Can my logo be in colour?: Colour printing is an option only for select awards. If you would like to order an award with colour printing, look out for the 'Colour Print' icon in our Glass Awards category on our website. Make sure you select Image/Text (Coloured Printed) from the Engraving Options on the product page.
Will I receive an artwork proof before my order gets engraved?: Yes, of course! We will never proceed with engraving any glass award (lasered or colour printed) until you've given us the green light. Even if there are some amendments, we'll wait until you are 100% happy before processing your order.
How long does it take to receive my proof for a glass award order?: It typically takes between 1-3 working days to supply artwork proofs for a glass order, no matter the size. Once approved, your order will be processed within our typical order processing timescales.

Delivery

What are your delivery timescales?: Our delivery timescales may vary. Please see our Delivery Information page for our most up-to-date delivery timescales.
What delivery services do you use?: Our delivery partners are DPD and Royal Mail. More information about these can be found on our Delivery Information page.
Do you offer free shipping?: Delivery is free on all orders over £100 to the UK Mainland. Any orders under £100 are subject to a small delivery charge of £6.99. We also offer an economy £3.99 delivery service, via Royal Mail, on a range of some of our lower value orders.
Can I place my order and then collect them directly from you?: To keep our costs competitive we do not have retail outlets, as such, it is not possible for customers to collect orders directly from our warehouse premises.
Can you deliver to my work address?: Of course. Please supply the address you'd like your order to be delivered to during the checkout process.
Do you deliver outside of the UK?: Due to the current uncertainties surrounding Brexit, and the potential delivery issue this may cause, we have unfortunately had to temporarily suspend delivery to all customers outside of the UK.

We would like to apologise to all our valued EU customers. This is only a temporary move. We are working hard to find a solution and we are looking forward to serving you again very soon.
My order has been delivered to a click and collect shop, what do I do?: If DPD has delivered your order to a click and collect shop, you will need to take your pick-up pass which will be emailed to you, and collect this. Unfortunately, once it has been delivered there, there is no way to get this redelivered.
What happens to my order if I'm not in when delivery is attempted?: Our delivery couriers will always try their best to deliver on their first attempt. If unsuccessful, they will attempt to deliver again. On some occasions, they may deliver to a local pick-up shop or depot for you to collect.

After Sales

How do I access my invoice?: Your invoice can be accessed by logging into your account. Go to 'Order History' and click into the order you require the invoice for. You will then be able to print the invoice or save as a PDF.
There's a problem with my order. Can you help?: We're sorry to hear you've got a problem with your order. Please contact our customer support team to discuss this.
When will I receive my Email Confirmation?: You will receive an Email Confirmation to the specified email address within a couple of minutes, this is usually instantly. If you haven't received this, check your SPAM or JUNK folders. Alternatively, please don't hesitate to contact us.
How can I track my order?: You can track your order by clicking the link at the top of our website, or alternatively visiting our Track My Orderpage.
I have a broken trophy, what do I do?: Please send an email containing your order number and pictures of the internal and external packaging to enquiries@trophystore.co.uk.
Can I return or exchange my order after I've received it?: If you are not totally satisfied with any products that have not been engraved or customised, you can return them within 14 working days, starting from the date after the day of delivery. It is your responsibility to return purchases in pristine condition within original boxes and packaging.

The cost of returning goods to us shall be borne by you. We recommend that you obtain proof of postage and return via a reputable courier or Royal Mail Recorded Delivery.

Please ensure that the goods are suitably package to prevent damage in transit. We reserve the right to deduct the cost of replacing these items from any refund when goods are returned to us damaged (if we are not notified beforehand).

Your right to return or cancel goods to us does not apply to any items that have been engraved or customised specifically for you.
I can't read my engraving plate text?: The process used to engrave plates is called rotary engraving with a diamond cutting tip which produces a groove (or scratch) at a specific depth. People sometimes expect engraving to be like printing - very visible when in reality no colour is used to fill in the letters. Engraving is more subtle in appearance as light reflects differently off of engraved surfaces. Due to the highly reflective nature of silver and gold plates, there is less contrast and therefore it can sometimes be harder to read depending on the lighting conditions.
How can I leave a review on my order?: You will receive a 'Leave A Review' email once your order has been completed and delivered. Please wait for a few days for this email. There will also be a little thank you from us for doing so!
Do you offer annual or repeat engraving?: Unfortunately, we do not offer annual engraving. We are happy to engrave multiple years on side shields and additional plates on any order. However, we do not accept orders back to engrave annually. We advise our customers to take their awards to a local trusted engraving shop, such as Timpsons.

Help and FAQs

Placing an Order | Creating an Account | Product Information | Pricing and Payment | Engraving | Discount Codes | Order Processing | Logos/Artwork | Delivery | After Sales

Top 5 Questions

Placing an Order

Creating an Account

Product Information

Pricing and Payment

Engraving

Discount Codes

Order Processing

Logos/Artwork

Delivery

After Sales