Delivery Problems
We are sorry to hear there has been an issue with your Trophies Plus Medals delivery! Follow this guide to learn what to do and who to contact when things don't go as planned.
If you have a query about your delivery, here are a few things to check:
Delivery Info: Need info on our delivery options and services? Find out more here.
Track Your Order: Check your order’s status online. Just click here.
Stay Updated: Double-check your texts or emails for any delivery updates. Also, give your junk inbox a quick scan in case you've missed anything.
Delivery Delays
We understand how frustrating it can be when your delivery doesn't arrive on time, and we apologise for any inconvenience this may have caused.
If your order has been delayed in transit, it's typically due to a disruption in the courier service in your area, such as bad weather or issues at the depot. Rest assured, the courier will reach out to you via text or email to notify you of the delay. You can also track your order using the provided link to stay updated on its status.
Please allow up to 24 hours for the tracking information to be updated, as the courier usually provides a new ETA within this timeframe. If you haven't received any updates after 24 hours, please contact our customer service team and we'll be more than happy to assist you and initiate a parcel search to resolve the issue promptly.
Your satisfaction is our priority, and we appreciate your patience and understanding as we work to ensure your delivery reaches you as soon as possible.
My parcel has been marked as delivered but I can't find it
We're sorry to hear you're having trouble finding your parcel!
Sometimes, if the courier couldn't deliver to your home, they might leave it with a neighbour or in a safe spot nearby. Prior to reaching out to us, we recommend checking with your neighbours and any designated safe spots you may have.
If you still cannot locate the parcel, please contact our Customer Service team so we can contact the courier and provide you with any additional information they may have, such as the parcel's coordinates.
I'm not going to be home when my parcel is due
Don't worry - if you are unavailable to take receipt or your order, the driver will try your mailbox first; otherwise, they'll leave it in your designated safe place which you can specify via the tracking link. The courier will then attempt delivery 3 times on consecutive days. If unsuccessful, the parcel will head back to our warehouse.
Unsuccessful deliveries
If your parcel bounces back to us after three failed delivery attempts, don't worry - we'll be in touch to let you know and offer to send it out again.
Please note, there is a small redelivery fee for the second attempt. We appreciate your understanding in this matter. Thank you!
Item damaged on delivery
We’re sorry to hear that there has been a problem with part of your order!
In most cases, we do not require damages to be returned to us. Please follow the steps below and we will review the issue:
1. Please capture images of the issue so we can understand the issue and pass on feedback if applicable.
2. Send the the images to sales@trophiesplusmedals.co.uk along with the following details:
Order number
Details of the damage
When you need the goods for
Our team is committed to responding the same day and sending a replacement within 24 hours.
If your event is the following day, please contact us at 01788 422 222 for immediate assistance.
We're dedicated to resolving any issues promptly and ensuring that you receive the awards in time for your presentation. Your satisfaction is our top priority.
Please make sure you get in touch within 30 days of receipt of your order.
Still need help?
Email – Sales@trophiesplusmedals.co.uk
Phone – 01788 422 222
Or start a live chat via the pop-up in the bottom right of the page.