How long does it take to process my order?
If all items on your order are in stock, the lead time on engraved items is normally around 1-2 weeks. Plain items with no engraving are usually fulfilled sooner. If you need something quickly, we'd highly recommend contacting us to check and we'll be happy to advise. Out of stock or certain bespoke/made-to-order items may have a longer lead time - We will be sure to contact you if there is likely to be a longer lead time for your order. If you have a specific deadline (such as a date for your event), please leave a note in your basket before checkout.
Do you have all items shown in stock?
Because of the vast amount of choice we offer, we do not carry all items shown at our Gravesend, Kent based showroom. Stock availability however is generally good and in the event of ordering an item that is out of stock, we will promptly contact you via email or phone and offer you an equivalent or better product of the same type at the same cost (in almost all situations).
Will I get updates on my order?
Yes, you will! An email confirmation is sent upon ordering, and a further email is sent when your order is dispatched or available for collection (depending on what you chose on checkout).
What if I want to change or cancel my order?
If you need to change your order (choose a new product or edit the engraving details submitted for example), we can generally do this if the engraving has not already started. If you notice any errors or have changed your mind on anything please let us know as soon as possible! Any amendments once engraving has started may incur an extra fee, but we'll always help as best we can. We understand mistakes can happen.
There may be circumstances that can cause the need to cancel an order entirely. If the items ordered are not special 'made-to-order' (unique / bespoke), or nothing has been engraved, we can issue a full refund. For items that have already been customised, we will contact you to discuss your options.
Is there a Maximum order limit – How much can you handle?
No, there is no maximum, although current stock levels, lead times on supplier’s deliveries and your own lead time are all factors in determining the viability of an order. If you have a special requirement for a very large order, let’s talk about your requirements – we will not take an order on and then let you down!
£6.99 via DPD Local (usually next working day after dispatch)
£3.99 via Royal Mail (available at checkout on selected smaller items/orders)
£29.95 via DPD
£29.99 via DPD International
£29.99 via DPD
We currently do not offer international shipping (orders outside of the UK and Channel Islands) through our website. We may however be able to arrange this for you, please contact us with your international shipping enquiry and we will get back to you.
We will endeavour to process and dispatch all orders within 3-5 working days, however on some occasions we may be unable to meet these timescales, especially if the engraving requirements are complex. If this is the case we will contact you in advance to advise you of the anticipated delivery date. If artwork is involved the dispatch time will vary from your approval of the final artwork proof.
Notes
Standard delivery days for our nominated courier DPD Local are Monday-Friday and exclude weekends and bank holidays. To arrange a weekend delivery, please contact us to discuss any additional charges for this service.
Collections
Collections from our showroom are welcome. You can select 'Local Pick Up' at checkout when completing your order.
What format do you require when uploading artwork with my item(s)?
It depends! Artwork for items that have round 'inserts' E.G. the coloured disc you may see in the centre of medals, or on a sports trophy, you can upload most image sizes as a JPG / PNG. Of course, the better quality the image, the better quality print for the inserts!
For artwork to be engraved (etched) on to glass and metal items, images for engraving should be supplied to us as a:
High quality black and white image file (no greys/shading preferably), or a colour image with little to no shading detail, otherwise it may have to be reworked by us for an additional fee.
A vector graphic file (EPS / PDF or similar) is always preferred, but a high-resolution JPG or similar image file is also acceptable.
For our glass awards that can be colour printed, both images and photographs are acceptable, as long as they are large / high quality. Please note most standard photographs are not suitable for etched glass / metal.
Don't worry if you're unsure about the artwork you're supplying - We check all of this for you and will always make effort to contact if we need to discuss. For an additional surcharge (POA), we do also offer an artwork redraw service if your original image does not meet our requirements.
For more details and examples, please visit our Artwork Guidelines page here.
Do you provide a preview (proofs) before engraving?
We do, on request. Items eligible for a proof will have a checkbox on the product page to select this option (usually any glass etched items, or larger presentation cups, for example). We will then email you a proof for your approval before proceeding. We recommend promptly checking and confirming with your approval / edits on a proof once received to avoid delays in production and delivery.
Please note there are some items we cannot proof due to their nature of personalisation or setup, but we are always happy to advise. Orders must be paid for before we provide any artwork, we do not provide a free artwork service before purchasing.
Can I request a design engraved with my order? Such as a wreath engraved with my text? or Birthday Balloons?
On many items, such as adding a design to the centre insert for trophies or etching a design with your text on a glass award, yes you can! Just let us know what you have in mind on the 'Additional Requests' box on the product page when ordering, or leave a note using the text box provided on the 'Basket' page before you proceed to checkout. We have a large selection of stock designs on file, and will be happy to see if we can help.
Please note that some artwork requests may not be feasible, and some may be subject to a discretionary surcharge depending on the request.
Can you engrave in more than one place on an item?
Depending on the item you've ordered, we can. This mainly applies to glass and crystal etched items, where for example, a solid crystal block may benefit from having a logo engraved on the back in reverse, so it's showing through the block and the text in the foreground when viewed from the front for a striking effect! Just let us know what you have in mind on the 'additional requests' box on the Product page when ordering, or on the 'notes' box in the Basket page. If we need to clarify / discuss anything with you, we'll be in touch shortly after placing your order. Please note that requests for engraving in additional areas may incur a discretionary surcharge, depending on the nature of the work involved.
Awards which have a square base can also have different plates engraved on each side. We can also engrave a whole presentation shield/plaque should you need it!
Can I choose my own font?
On the majority of items, yes you can. You can choose your font from a list when ordering certain products, but if you don't see this option available or want to use a specific font, please leave a note of the font name/style you'd like in your Basket, or in the 'Additional Requests' box on the product page when ordering. We'll contact you if we need to discuss this after you've placed an order.
Can I have colour in the engraving?
It all depends on the item!
If you have any questions about colour options on a specific item, please feel free to Contact Us
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Can I pay via invoice on my order?
Depending on the nature of your organisation, you can pay via invoice on a 30-day term. Simply select 'Pay via Invoice' as a payment method on the Checkout page and submit your order. We will then review your request and contact you to confirm. Your order will not be processed until your request has been approved. To help with processing your invoice request efficiently, If you are ordering from a public sector department, such as the NHS, Military or Education, please place your order using your official email (yourname@mod.gov.uk for example).
Please note that payment via invoice may not be eligible for orders outside of the public sector. We strongly recommend to Contact Us before placing an order. If your invoice request is rejected after review, we will notify you and full payment will be necessary before we fulfil your order.
How secure are my card details when ordering?
Completely secure. We take payment security very seriously and our card payment system is certified Level 1 PCI DSS compliant. You can also choose to pay via other secure methods such as PayPal, Apple Pay and Google Pay.
Can I pay via cheque or bank transfer (BACS)?
Generally, yes this is possible (but the most convenient option is to pay via card through our secure website payment system). Please select 'Pay via Invoice' as a payment method on the Checkout page and then Contact Us after placing your order to confirm how you would like to pay. Orders placed online will automatically generate a PDF invoice to your nominated email, which will show our account and 'cheques payable to' details. Please note that orders paid for via cheque or transfer must be fully cleared in our accounts before we're able to proceed.
If my item(s) arrive broken, or I think they may be defective, what do I do?
In the unlikely event of breakage, or a defective item being delivered, we would require photos of the item(s) so we can raise a claim with our courier and investigate the issue properly. If confirmed broken and/or defective by us, we will offer a replacement. In the event you receive anything damaged, please let us know the quantity affected and provide photos of the delivery box.
It's important to note we receive very few problems of this nature. We make sure to check every item carefully and pack each order well for safe transit.
Can you engrave my own items?
In many cases, yes we can, but it does depend on the item. If for example you own a large wooden presentation shield with a small 'pressing' to engrave, we can do this no problem. Certain items that are E.G. made of an unsuitable material or do not have a good, clear area to engrave in can be more challenging. Certain jewellery items are not eligible for engraving also.
The best way to find out is to email us with pictures, or if you're local to our Gravesend-based showroom, pop in during our opening hours for a chat and bring along your item, and we'll let you know and supply a quote if we're able to engrave it.
Can you repair glass and crystal awards / glassware?
On most occasions, we cannot repair glass / crystal. But please don't hesitate to Contact Us with your enquiry as it may be more cost-effective to be replaced rather than repaired, depending on the item which we will be happy to advise on.
Can I have my item hand-engraved?
As this is a bespoke service, please Contact Us directly with more information and we will provide further details / costs.
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