Help
Need help? Don’t panic! You’re in the right place to view our FAQ, find useful guides to how to use our website, as well as find the department you need.
Product Information
Here at Wessex Trophies we pride ourselves on being the UK’s Friendliest Trophy Shop. We don’t consider it very friendly to mislead our customers about what they will receive so we always do our best to explain the pros and cons as well as the dimensions of all our products. Please find below a list of commonly asked questions about our products as well as useful information such as our size guide.
Size Guide
Here at Wessex Trophies we do our best to ensure that all our products are clearly labelled, and we also strive to display both the pros and cons of every product, to help you make the best decision according to your needs and budget. All our products are labelled showing their heights, widths and lengths (where appropriate). Please see our size guide below for further guidance.
Size Guide Under Construction - Please Contact Us For Information
Product Information FAQ
We’re very sorry to hear that you’ve received the wrong award. Please see our size guide to ensure that you have measured the height of the trophy correctly (please remember that all trophies and awards are measured from the very bottom (including the base) to the very top, and double check your order to see if a mistake was made. If the size is still incorrect please contact us so we can notify our warehouse staff and investigate the problem.
All our trophies are packed carefully to ensure they are not damaged in transit, we also take all necessary steps to notify our courier that the awards are fragile including using ‘fragile’ tape (where appropriate). To reduce our carbon footprint we also use recycled cardboard or eco packaging to pack our awards (where possible).
We carefully watch the stock levels in our warehouse to ensure that we are able to fulfill our orders. There are some factors which are out of our control *cough* Brexit *cough*, however, we don’t use this as an excuse, but it can make importing certain products difficult – although, many of our awards are made in the UK, making this less challenging. If the produce you have selected is out of stock we will do everything in our power to find you a suitable alternative.
During 2020 there was significant concern in the industry about sourcing awards, however, as the world has adjusted this is no longer a significant problem.
Here at Wessex Trophies we are commited to reducing our carbon footprint and reducing the impact we have on the environment. From aiming to source as much as possible from within the UK, to only using carbon neutral delivery options where available we are taking all the steps necessary to stick to our strong ethical guidelines.
Returns & Refunds
Please see our returns and refunds page for further guidance and an outline of the step by step process to return and refund your awards. If you are not totally satisfied with your purchase for any reason you have the right to cancel your order within 14 working days, starting from the date after the day of delivery*. Please contact us at enq@wessextrophies.co.uk to notify us of the problem and provide photographic evidence otherwise we will be unable to progress your claim; we will then be able to assist you to return the gifts to us. If requested to return the gift, please ensure that the goods are suitably packaged to prevent damage in transit. We reserve the right to deduct the cost of replacement of the gifts from the order refund if they are damaged in transit or are returned used, damaged or incomplete.
Unfortunately, any products which are bespoke, personalised, engraved or altered to your specifications cannot be returned unless they are damaged or faulty. Please see our returns and refunds page for further guidance.
As per our returns policy you have the right to cancel your order within 14 working days starting from the date after the day of delivery.
We will meet the cost of return if the goods are damaged or faulty, and this is verified photographically. Otherwise, you will be expected to meet the cost of return which will vary depending on the size and nature of the order. It is your responsibility to ensure that the awards are suitably packed and we reserve the right to deduct the cost of replacement of the awards from the order if they are damaged in transit or are returned used, damaged or incomplete.
We can only apologise for sending faulty goods, each order goes through detailed quality checks and so this should not have happened, please contact us at enq@wessextrophies.co.uk and attach photographic evidence of the problem.
Unfortunately, we do not accept old trophies or parts of trophies or awards as payment or offer discounts on your orders for them. We cannot accept used goods as they cannot be resold. Otherwise, please contact us.
Don’t worry, we keep copies of these. Please contact us at enq@wessextrophies.co.uk and we can help resolve the issue.
Yes – however, please notify us that you are doing this so we can expect multiple items.
It is your responsibility to sign for the correct number of packages as shown on the carrier’s delivery consignment note. Any shortages must be notified to us within 24 hours from the date and time of delivery. It is your responsibility to notify us of any incorrect goods supplied to you within 24 hours from the date and time of delivery. This is to ensure that we have time to notify the courier to rectify the problem.
Technical Information
Click “forgotten my password” and you will be emailed a password reset link, in which will allow you to reset your password from there.
There are two ways to do this: Firstly, change the delivery address details that would otherwise be automatically filled in on your next order. Secondly, go onto “my account” and click “Address”.
Please click “unsubscribe” at the bottom of the newsletter email .
Privacy & Payment
Never – we do not share any of your information with 3rd parties unless we are legally required to.
More information about our cookie policy can be found in our cookie terms.
Yes – we are proud to accept Amex along with many other major cards.
Yes – we support Apple Pay and Google Pay.
We accept all major debit and credit cards and payment methods, including: Visa, Mastercard, Amex, Google Pay, Apple Pay.
All payments are made upfront on this website. We do give you the option to pay via bank transfer, however, this needs to be done within 24 hours after placing the order. Until full payment has been made, no stock will be reserved and the order will remain as pending.
Yes – we can accept preorders and we will check availability and stock levels for you. Please contact us at enq@wessextrophies.co.uk for further details.
We will refund you as soon as our bank allows us to, after we receive the goods back.*
We store your data in our database so that we can contact you in the future if you / we have any problems with your orders / account details.
We only collect the information you provide to use when you place an order, This would be your, Name, email, number and address.
From time to time we may collect analytics data based on your IP address and location to see where are traffic is coming from and how we can improve our customer experiance while using our website.
For more information about our security policy and payment options please visit our dedicated information help pages.
