Damaged, faulty or incomplete orders
We are sorry to hear there has been an issue with your Trophies Plus Medals order! Follow this guide to learn what to do and who to contact when things don't go as planned.
Part of my order has arrived damaged / faulty
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.
Something is missing from my order
If you happen to notice something missing from your order, please reach out to our customer service within 14 days of receiving the order. We'll promptly look into the matter and provide replacements for any items omitted from the package.
For larger orders, they may have been dispatched in multiple parcels, potentially with different delivery drivers from the depot. You can track each parcel using the tracking information provided by the courier for further details. If you need our help in reaching out to the courier, feel free to contact us via email at sales@trophiesplusmedals.co.uk or by phone at 01788 422 222.
There is a problem with the engraving of my order
We are very sorry to hear that there has been an issue with the engraving on your order!
We do copy the text directly from your order, so it's always a good idea to double-check your order summary to make sure that everything was entered correctly.
If we’ve made a mistake, we sincerely apologise for this. Please send us some images of the problem to sales@trophiesplusmedals.co.uk so we can rectify this for you. Your feedback is valuable to us, and we'll make sure to pass it on to the team to improve for future orders.
If the mistake occurred on a metal engraving plate, you should be able to gently remove it from the award. We'll then provide fresh plates to replace them. These plates are self-adhesive, making it easy to peel off the backing and attach them securely!
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.