FAQ Trophy365 Logo Shape

FAQ

Frequently asked questions

Engraving Services

Can you engrave our Perpetual Trophies?


Yes. We offer a full engraving service on to Cups, Shields or in fact most things that can be engraved. Call us or pop in by appointment if you are not sure if your item is suitable for engaving.




Do you engrave glass and crystal?


Yes. Many of our glass products can be engraved. However, we only engrave the glassware that we supply.




How much do you charge for engraving the trophies on your website?


Prices vary depending on the type of personalisation or engraving required. Our prices are initially shown as an UNENGRAVED item. When you choose the ENGRAVED option in the drop down box our price will automatically change to show the relevent 'engraved price' for the product that you have selected.





Delivery & Collection

Can I collect from your shop?


Yes. When your order is ready for collection you will receive an email confirmation. You can then collect from our shop during normal opening hours. You will need your 'collection note' which can either be as a printed 'hard copy' or held on your smart phone.




Do you deliver?


Yes. We use a courier to deliver throughout the UK. The charges and timings are shown as you checkout.




Do you offer a same day service?


If we can we will but things get very busy so you would need to telephone the shop to confirm stock availability and of course production time. Pretty well every product on our site is available in around a week but we operate a 'just in time' engraving and production operation so same day on everything is not possible.




How long will my order take to complete?


Generally we expect an order to take a week. For example if you order on a Monday your job will be completed by the following Monday. However, every job has to be created, engraved, quality controlled, packed and either despatched or made available for delivery so, depending on the complexity of your order, this time may vary. If your Presentation Date is less than a week away we suggest that you call us to ensure that we can meet your deadline. An express order charge may be charged.




How much will my delivery charges be?


Standard delivery is 5-7 working days from date we receive your order however we will NEVER miss your deadline!

We always deliver in time for your required delivery date/presentation date.

We offer an express order if you have an urgent delivery requirement, an express order charge will be incurred, quoted on receipt of order

Orders are despatched using an overnight (next working day) courier delivery service, However, smaller orders may go by standard post...

We also offer a Saturday delivery service at an extra cost...

Deliveries can not be made on Sunday's or Bank Holidays.

These charges will be added after the order has been processed and payment taken manually.




How much will it cost to deliver internationally?


Prices are dependent on the country you are ordering from.

All our products are individually weighed and charges are calculated on the total weight.




Will the parcel require a signature?


Yes.

All our parcels are despatched with a tracking number and require a signature on delivery.


We cannot specify a time of delivery and therefore many customers choose to take delivery at a work address or another address where someone can sign for your parcel during working hours.


This can be specified during the checkout process.





Discounts

Do you offer a discount?


Yes. Any savings that we are able to make as a result of bulk purchasing we are happy to pass on to you. If you need to purchase a considerable number of trophies we will send you a discount code to enter at the checkout. We recommend that you either add trophies to your 'wish list' or save them in your 'basket' so that we can see the type and quantity of awards that you require.





Prices & Payment

Can we pay direct to your Bank Account?


Yes. Choose 'Pay Direct' at the checkout and make a transfer to our Bank after you've placed your order. The details are contained within the order acknowledgement that you will receive after checkout. Please be aware that we DO NOT process your order until a payment has been received into our account. This is very important as the stock remains available to purchase and may SELL OUT before your order is available to process. We recommend that you telephone us if you think that the payment delay will be more than 24 hours. 02




Do you offer credit terms?


No. Generally you will need to pay for your order before we start engraving it however, if you are an existing customer, we may make specific arrangements for your organisation. If you are unsure please call us.




Do you take Payment Cards?


Yes. When you check out you will see the cards that you can use. generally it's all popular credit and debit cards. You can also pay direct to our Bank Account.




Is VAT included?


No. VAT is not charged. We are not VAT-registered




Do you take Cash?


Yes. If you are local to our shop you can order online, choose pay direct and then call at the shop to pay by cash. Please be aware that your order is not processed until we have received payment unless you have made special arrangements before hand.




Do you have a minimum order charge?


No. In addition if your order is over £150 we will deliver it FREE within the UK.




How can I place and pay for my order?


SCHOOLS AND CLUBS/ORGANISATIONS:

We do appreciate that schools and some clubs/organisations may find it hard to pay in advance for orders due to the difficulty in raising payment by card online.

For this reason we allow schools to place orders by email, by post and over the telephone.

We then process the order, and invoice you to allow maximum time to make payment.

Orders are only despatched upon receipt of advance payment.

We accept all the major credit and debit cards as well as payment by cheque/BACS transfer.

Orders paid by cheque will usually not be despatched until the funds have been verified.





Visiting our Shop

Can we buy from your shop?


Not really. Our premises is not a showroom, orders can be collected from our premises but our website displays our main range for all sports and events which products can be purchased from.

We can source trophies for all occasions so if you can not find what you are looking for, just ask…even bespoke awards.




What are your opening hours?


As an online business, we can arrange to see you in the shop on appointment however always email sales@trophy365.com or text/WhatsApp 07984 913 578 for a prompt response at any time

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Returns & Damage

What if I need to return my order?


You may return an item in its original condition for a refund or credit within 7 days of receiving, however, where engraving has been supplied, no refund will be available (unless an error has been made by us)

Delivery charges can only be refunded if the return is due to our error.

After a return has been received, it will usually take 1-2 weeks to process.

If using a credit card, refunds will generally be credited to your account.

If paying by cheque/BACS, a refund cheque will be mailed to you.

We suggest you use Royal Mail Special Delivery for your protection.





Ordering

What if you don't have all of the items in stock?


If an item you ordered is out of stock, it will be back-ordered automatically (domestic orders only) if there is sufficient time, else we will advise you and arrange a suitable replacement. For international orders, we will e-mail you details of the missing items to confirm the balance of your order.





Artwork

Which Artwork formats do you accept?


In most cases, artwork needs to be supplied in the format of a colour jpg or eps file.

If required for glass/crystal awards, we will require artwork supplied in true black and white (no colour).