Our Frequently Asked Questions

At Trophies Plus Medals, we're committed to providing you with the knowledge and support your need. From navigating the wide range of our products and helping you making informed decisions, we're here to shed light on everything you need to know.

Join us as we dive into our most frequently asked questions, providing clear and reliable answers to save you time, and allow your order to be processed as smoothly as possible.  

Orders
 

Q. I have not received my confirmation email. 
A. Please check your junk/spam box first, if it not there please contact us via email at sales@trophiesplusmedals.co.uk  

 
Q. Please can I add additional items onto my order? 
A. Unfortunately, we are unable to add additional items to an order once it has been placed. We ask customers to cancel their order and re-order the correct quantity. Please ensure you contact us immediately, to make sure changes can be made before we start working on your order. 
 
Q. Please can I increase the quantity of my order? 
A. Unfortunately, we are unable to add additional items to an order once it has been placed. We ask customers to cancel their order and re-order the correct quantity. Please ensure you contact us immediately, to make sure changes can be made before we start working on your order. We can only cancel orders which have not started processing. We run an extremely fast and efficient warehouse procedure and our orders are processed through very quickly and in most cases, it is not possible to track orders down and make changes.  
 
Q. What is the designated timeframe for cancelling my order? 

A. There is no predetermined timeframe for canceling an order. Customers are permitted to cancel their order up until the point at which any processes have been initiated. Currently, the order process begins when we commence item picking. However, if a cancellation occurs after this stage, a charge will be applied based on the progress made in completing the order.

Q. Can I cancel my order if I contact you on the weekend and the order has already started processing?  

A. As above, you can only cancel without charge if we haven’t started on the order. Please contact customer service as soon as possible.  

Q. Why have my items disappeared from the basket? 
A. If you are not logged into an account, your basket will time out after a while. Items will only be saved in your basket if you are logged in to your account.  Sign up to an account by following this link. You will also receive special discounts and hear first about new products and sales. 

Q. Why can’t I log into my account? 

A. If you haven’t verified your email address after creating an account, you will not be able to log in. A verification email is sent automatically once your account has been created. If you haven’t received this, please double check your junk/spam folder.  

Q. Do you have any discounts for large orders? 
A. We deal with a range of companies and businesses. We access these orders on a case-by-case basis. Please get in touch with our customer service team at sales@trophiesplusmedals.com for more information. 

Q. Are ribbons included in the medal price? 
A. Some of our ribbons include ribbons, however please check the listing or speak to advisors for more information! 

Artwork
 
Q. Do you keep hold of previous artwork? 
A. Unfortunately, we do not keep customers’ data on the system once the order has been processed so we require new artwork to be uploaded for each order. 
 
Q. Will I receive a proof for my order? 
A. Yes – we send proofs for all laser engraved bespoke glass and bespoke bamboo awards. Unfortunately, due to the vast amount and quantity of each order we are unable to offer proof of our other items.  
 
Q. How long will it take to get my proof? 
A. All proofs for our laser engraved bespoke glass and bespoke bamboo awards are sent via email within 1-2 working days.  
 
Q. Can I place an order over the phone? 
A. The quickest way to order is via our website. If you are having problems placing an order, please get in touch with our customer service team who will be more than happy to help you. 
 
Q. Can I engrave over the character limit you have set? 
A. The limit is set to ensure there is enough space in the engraving area. If you have any queries, please contact our customer service team.  

Engraving

Q. How can I check engraving in the basket? 
A. Please click “view options” next to each product in your basket. All added options will then show, including engraving. 

Q. Is there an easier way to input multiple engravings then typing them in manually? 
A. Yes of course! Select quantity on required product, tick the “Use same engraving on every product” and type SEE EMAIL FOR ENGRAVING. Proceed to the checkout and place your order. Once you receive you confirmation email, please reply to our team with your engraving details as soon as possible.  

Q. Can I change the engraving on my order? 
A. Any additional changes to engraving have to submit via email to ensure accuracy throughout the process. Please note we cannot guarantee this can be done, for example when your order has already been engraved.  

Q. How can I add multiples of the same product with different engraving? 
A. When you increase the quantity on the product page, you will see multiple text boxes appear; one for each award. If you are ordering over 100(?) items, the product page will give you the opportunity to upload a spreadsheet instead. 

 
Q. Are ribbons included in the medal price? 
A. Some of our ribbons include ribbons, however please check the listing or speak to advisors to be sure. 

Q. Can I pay via invoice / purchase order for my order? 
A. Yes! We have an option for our customers to pay via invoice at checkout. To pay via invoice, please place your order and select this option at checkout. VAT invoice will be sent within 24 hours.  
Q. How can I request VAT invoice if I have paid by card / paypal?
A. Please contact us via email sales@trophiesplusmedals.co.uk and we will be more than happy to send it to you. 

Q. Can you engrave the perpetual award I ordered last year? / Do you offer repeat engraving? 

A. Unfortunately, not. We would recommend finding a reputable local engraving shop.  

Delivery

Q. What is your current lead times? 
A. Our current lead time for standard trophies is: 

Orders below £10.00 - 6 working days 
Orders above £10.00 - 4 working days 
Engraved glass and bamboo – 6 working days  
 
Please note our lead may vary during busy periods, so please head to our website and open a live chat to speak to one of our advisors for more information.   

Q. Do I get tracking for my order using DPD? 
A. If you choose DPD delivery, we will send you tracking information once your order has been dispatched. Unfortunately, royal mail does not offer this service. 
 
Q. What time shall I expect my delivery? 
A. If you choose DPD delivery, you will receive a text message and an email with one hour time slot on the day of delivery. DPD delivers anytime between 8am – 6pm. Please ensure your delivery details are correct to ensure a smooth delivery. 
 
Q. Do I get tracking for my order using Royal Mail? 
A. If you choose DPD delivery, we will send you tracking information once your order has been dispatched. Unfortunately, royal mail does not offer this service. 

Q. Why can I not have a glass award for next day delivery? 
A. Our engraving process is slightly longer for glass therefore next day delivery is not available for our glass products.  
 
Q. Can I collect my order? 
A. Unfortunately, we are online retailer and do not offer a collection service. 

We aim to provide you with the best assistance possible. By regularly updating and refining our FAQ section, we aim to anticipate and answer the questions you may have, ensuring a smooth and enjoyable experience. We're committed to being transparent and dedicated to your satisfaction, which is why we continuously work on improving our FAQ resources.

If you ever have any more questions, don't hesitate to reach out to us via our live website chat or email us at sales@trophiesplusmedals.co.uk. Our team are ready and waiting to help. 

Who are we? 
We are Trophies Plus Medals, and we understand how important awards are for sports teams and how they can provide motivation for teams to win. With the right award, you can celebrate the occasion and provide personalised recognition for a team’s achievement. Our goal is to enhance the overall experience of your games, tournament, or event with a tailored award. Contact us today to discuss your ideas and find your winning product. You can call us at 01788 42 22 22 or email us at sales@trophiesplusmedals.co.uk 
 
Why choose Trophies Plus Medals? 
We supply high-quality products for varying price ranges, meaning our products are suitable for everyone, whether an individual, company or charity. We also provide free metal plate engraving making our awards customisable for your specific needs, saving the time and hassle of getting a product engraved once you have received it. With our wide range of products and excellent customer service, we consistently receive positive Trustpilot feedback of 9/10 or above. 24-hour delivery is also available when ordered before 12 pm for those last-minute events, making us the fastest trophy and award delivery. So, order your next awards from us today!