Help and FAQs

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

Placing an Order

What is the best way to place an order?: We ask for our customers to place their order through our website so we can ensure all of the details required are correct. If you require any assistance, do not hesitate to contact us.
Can you provide a quote for an order?: Sure! If you email us at info@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 do! We offer a variety of Custom Insert Medals, Badges and Trophies. Or, if it is a fully bespoke award you require, please get in touch with our Customer Support Team who will be able to talk through your requirements with you.
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?: Our extensive range of trophies, medals and awards can all be browsed throughout our website. Unfortunately we no longer offer a paper catalogue, all products and prices 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!
Can I change the engraving on items in my basket?: Unfortunately, you cannot edit the engraving on items already in your basket. To make changes, you'll need to remove the item with the incorrect engraving and add it back to your basket with the correct details.
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.
Can I save items in my basket for purchase at a later date?: Yes, providing you have created an account and added items to your basket, these will remain there indefinitely.
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 minimum order quantities may apply is when ordering our fully 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. Alternatively, 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.
Can I order a sample to see what the awards look like?: You can purchase a sample through our website for this to be sent to you. If the award is not of interest, providing there is no personalisation, this can be returned through our returns policy.
How can I add custom centres to my order?: Our custom centres are available to purchase online here. Simply choose your desired size, upload your logo and resize accordingly, and add to basket. These offer a full colour printed logo or artwork of your choice, on a high tack self-adhesive vinyl disc, finished with a toughened polyurethane resin dome for a stylish and durable finish.
Is it possible to view physical items prior to purchase?: As we are an online only company, we do not have a retail premises to allow for customers onsite, as such we do not have a showroom for viewing products. We apologise if this has caused any inconvenience but this isn't something we are able to accommodate.

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'. However, the benefits of creating an account enable you to track your order, access your invoice and view all previous or current orders.
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.
I've forgotten my account password, can you help?: On the Customer Login page, please enter the email address linked to your account. Select 'Yes' to you have a password and you will see ‘Forgotten Password? Click here to reset it', select this link and this will generate a password reset email to be sent to you.
We are a school, do you offer public sector accounts?: Yes, we do, if you are a government funded authority. Please add your awards to your basket and continue through to checkout. Here, please create an account and select that you are shopping on behalf of a UK public sector organisation. When you go through to payment, you will see an option to pay by BACS. Our Customer Support Team will then review the order and in most cases, allow you to pay on invoice terms of 30 days.

Product Information

I would like to order some engraved giftware but cannot find this on your website?: As we are an award retailer, we offer limited 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 measurements on our website website (unless specified) are the total height of the trophy, from the bottom of the base, whether that 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?: As there is a limited engraving area, we leave an approximate gap of 1cm around the edge of the artwork and the edge of the award.
What is a custom centre?: Custom centres are created in-house using a high quality printing process, offering a full colour printed logo or artwork of your choice, on a high tack self-adhesive vinyl disc, finished with a toughened polyurethane resin dome for a stylish and durable finish.
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.
An award is showing as out of stock, when will you be getting this back?: Unfortunately, we are not able to guarantee specific dates of when awards will be back into stock, however if you locate the award on the website, you will be able to sign up to be notified as soon as the award is back into stock. In the meantime, feel free to browse through our wide range of awards to find a suitable alternative.
What material is the award made from?: We have a wide variety of different materials to choose from, if you view the award on our website, you will see the product description. If you scroll down the page slightly, you will see a product information box, detailing the material the award is made from.
Does the award come with a gift box?: Our website will include in the product description if a presentation box is included, you will see these mainly in our glass and crystal categories. Or, if a presentation box is available to purchase separately, you will be able to add this as an optional extra if available. Awards that don't offer a presentation box will be packaged to ensure they are well protected during transit, and the majority will be individually boxed.

Pricing and Payment

How do I pay by via purchase order?: If you would like to place your order by purchase order and are a public sector, please add your awards to your basket. When you get to checkout, please create an account and select that you are shopping on behalf of a UK public sector organisation. When you go through to payment, you will see an option to pay by BACS.
Do you hold my card details?: All payments on our website are placed through an approved payment gateway, meaning we don’t handle or store any card information; it is all processed via a third-party payment provider who are fully PCI DSS compliant. To process a CPA for a customer we are provided with an encrypted token from the original transaction which we send to the payment gateway along with the additional amount. The payment provider then validates the token with an encrypted key on their servers to ensure the payment is genuine and safe to process. We can take a repeat payment from a customer’s credit or debit card by using Continuous Payment Authority (CPA). Once an initial transaction has been made a CPA enables us to take further payments from the same card (with the customer’s consent) without the customer needing to provide card details again. We don't have visibility of the card details; we are just able to authorise a repeat payment, with the customer’s permission.
What payment options do you accept?: We accept a variety of payment methods, ranging from credit & debit cards, PayPal, BACS, or even our Public Sector Accounts! 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, if you contact us with the total value of your order, we can see whether your order qualifies for a discount.
Do your prices include V.A.T?: All of our prices include VAT. What you see is what you pay.
I live where VAT is not applicable, will you deduct this from my order?: All orders are charged inclusive of VAT at the current rate of 20%, including orders to Jersey and Guernsey for UK VAT purposes, unfortunately we cannot remove this from your order. We understand that this situation influences the cost of your order however we hope that will find that our products are still competitively priced.

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 doesn't fit? Feel free to contact us with your requirements and we'll see what we can do!
Does the engraving character limit include spaces?: No, the character limit only applies to letters, numbers, and special characters. Spaces are not considered as a character.
Do you allow special characters to be engraved?
Can I engrave on the front of a medal?: Unfortunately not, all our medals that allow for engraving, only allow engraving on reverse.
Can you engrave onto the base of your glass awards?: Yes, but only on a select few of our glass awards which will be detailed in the product description. This service does incur an additional engraving charge so if you’d like to include this option in your order, feel free to contact our Customer Support Team for more details.
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, please contact us and we can see what we can do for you.
Can I purchase additional engraving plates?: Yes, you can! Additional engraving plates can be purchased here. The engraving plate sizes for each trophy are confirmed on our website, however if you need further assistance or additional information, please don’t hesitate to contact our Customer Support Team.
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 to take this to a trusted engraving specialist/shop to get your perpetual shield/trophy engraved annually.
What’s the difference between Laser engraving and Colour Print?: With laser engraving we'll use our state of the art laser machines to etch/engrave directly into the glass, giving your logo and or graphics a stylish white frosted effect. With colour print your requirements will be heat pressed directly onto the glass, giving your logos/graphics a vibrant look that's never been seen before!
Can I include a photo of a person on my award?: Yes, this is possible with our Colour Printed Awards.
Can I engrave my logo onto an engraving plate or medal?: We are not currently able to engrave a logo onto an engraving plate or medal, however if the award accommodates for a centre disc, we can apply our custom centre service. This is an acrylic domed disc of your logo we would add to the award, this service is available to purchase online.

Discount Codes

Where can I get a discount code?: If you are signed up to our mailing list, or follow us on social media, you will benefit from our latest discounts, promotions and offers.
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 use, 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?: 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.
Can I amend my order?: Of course, providing your order is being processed, we can amend this to your requirements. Please get in touch with our Customer Support Team as quickly as possible.
Can I amend the engraving on my order?: Yes, providing your order hasn’t already been engraved, this can be amended. Please call our Customer Support Team on 0345 319 1111 so this can be reviewed, and changes can be made.
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've missed an item from my order, can you add this on?: As long as the order is being processed, please contact our Customer Support Team with the order number, product code of the award you would like to add on as well as the engraving requirements and we will see if this is possible.

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, preferably a minimum of 300dpi. Our Design Specialists will re-size your artwork/logo to the best fit for your award selected!
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. To view our font list, please contact our Customer Support Team.
What is a logo setup fee?: A logo setup fee is a one-time 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 logo setup fee every time I order?: The setup 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, per order. If you require the same logo again in the future, please contact our Customer Support Team for advice on how to place your order.
I've been asked to provide a font file, what is this?: Our Artwork Team may request a font file from you if the font you've requested for your artwork, is not stored on our system. This is an extension of your particular font, this file will allow our team to download the font, and use within your artwork. Common font file extensions include .OTF, .TTF, and .FNT. If you do not have access to your font file, you can send us your artwork in an outlined format instead!.
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.
Will my order arrive in time for my event?: If you provide us with your event date, we will do our utmost to dispatch your order in good time. However, delivery times can vary depending on the delivery service you select. For more details, please see our delivery information page, or contact our Customer Support Team for more assistance.
My order is due for delivery today, what time will it be delivered?: If your order has been dispatched via DPD, this will be due for delivery anytime between 8am and 10pm. By 11am, you will receive a 1 hour timeslot of when the delivery will be attempted. Unfortunately, if your order has been dispatched with Royal Mail, as this is an untracked service, we cannot advise on delivery times or dates.
How do I know if my order has been dispatched?: We will notify you by email as soon as your order is awaiting collection from our courier! When our courier collects your order, you will receive a further email with a tracking code in order to stay updated with your order’s progress. NB: Royal Mail isn’t a trackable or guaranteed delivery service, the date provided of when delivery will be attempted is an estimate.
Can I get quicker delivery for my glass order with custom artwork?: If your order requires artwork, our lead time for glass orders is 5 working days. Once you’ve received and approved your artwork proof, we can potentially look to expedite delivery. Once you have approved your artwork proof, please contact our Customer Support Team who can provide details about the additional cost for our Fast Track Service.
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. Once the order has been dispatched, you will receive tracking information (if ordered with the DPD courier delivery), and you can manually change your delivery date.

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.
How do I care for my awards to improve longevity?: To keep your trophy or glass award looking its best, regularly dust it with a soft, lint-free cloth. For glass awards, use water only and gently wipe to prevent scratches. Store the award in a cool, dry location, away from direct sunlight and moisture, to avoid discoloration or damage. Refrain from using abrasive cleaners or rough materials, as these can harm the surface. This simple care routine will help preserve its appearance for years to come! For silver awards, please reach out to our Customer Support Team for further care instructions..
I have a broken trophy, what do I do?: We are sorry this has happened! At Trophy Store we have a rigorous quality control and packaging procedure to ensure all our goods leave us in perfect condition. If you could please send us some images of both the internal and external packaging, an image of the outer box showing the delivery label, and images of the damaged award and we can investigate this further. Please also ensure to quote your order number.
What do I do if my engraving plate is wonky?: Oh no! Our engraving plates are self-adhesive, so you should be able to carefully re-align it yourself. However, if you’re unable to fix the issue by doing this, please contact our Customer Support Team, and they will be happy to assist you further.
If I needed to cancel my order, when do I have to do this by?: Providing your order is being processed and not with our Engraving or Dispatch Team, this can be cancelled and refunded back to you. If you wish to cancel your order, please contact our Customer Support Team on info@trophystore.co.uk or 0345 319 1111.
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?: We are happy to engrave multiple years on side shields and additional plates on any order at the time of purchase. However, we do not accept orders back to engrave annually. We advise our customers to take their awards to a local engraver.
My order is being returned back to you. What do I do?: Once your order is being returned, unfortunately we are unable to stop this. As soon as we have received your order back to us, we will contact you to arrange the redelivery payment.

Other

Do you have a GDPR policy?: Trophy Store's GDPR policy can be found here.
Do you have a modern slavery policy?: Due to the size of our company, we are not required to have a written policy regarding the Modern Slavery Act. However, we are fully committed to ethical practices, and we consider the principles of this Act when engaging with new and current suppliers.

Customer Guides

Materials: You can find more information regarding the material of your awards in our highly detailed Materials page.

Help and FAQs

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

Top 4 Questions

Placing an Order

Creating an Account

Product Information

Pricing and Payment

Engraving

Discount Codes

Order Processing

Logos/Artwork

Delivery

After Sales

Other

Customer Guides