Terms and Conditions

The terms and conditions below apply to all orders placed for goods from our website. The placement of an order indicates your acceptance of these terms and conditions.

These terms and conditions do not affect any statutory rights you may have and we will treat each order as an offer by you to purchase goods subject to these terms and conditions.

Orders places on our website require the accuracy of email addresses and the ability of email systems to transmit and receive emails effectively. The TrophySite will not be liable for any loss or delay caused by the failure of an email to reach it's intended recipient.

Order Confirmation

After submitting your on-line order an automatic email will be sent to you acknowledging the receipt of your order.

If the payment is aborted for any reason you will not receive a confirmation until payment has been made, however the order will remain in our system as payment pending.

Upon receipt of your order it will be checked by a member of staff and any discrepancies or issues addressed. Your order will be progressed upon receipt of payment in full.

Order Completion

We aim to complete orders within 3-5 working days from confirmation of order and receipt of payment. Please allow extra time for complex orders, especially those where artwork proofs are required.

We reserve the right to refuse any order.


Prices for all products are as displayed on the website. Prices are GBP and include VAT at the current rate.

We believe that prices are correct as published on our website, however errors can occur. If we discover an error in the price of products you have ordered we will contact and give you the option of either confirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as being cancelled and return any payment made.

Delivery charges will apply and are displayed during the order process.

We reserve the right to change our prices in accordance with any changes imposed by our suppliers.


We accept most debit and credit cards. These will be processed through WorldPay and payment card information is not made available to us. Should payment by BACS be preferred please select the BACS payment option. BACS details will be included on the sales order. In all cases, orders are not dispatched until payment has been received. A VAT invoice will be enclosed with the order or emailed.

Stock Availability

The stock availability indicated on our website is not live and must be treated as an indication. Whilst we will keep these as up to date as possible we rely on our supplier to provide us with regular stock figures. 'In Stock' products are products 'In Stock' at our Suppliers, it is not necessarily the stock we have at our premises. 

All orders are subject to availability, we will notify you if the products you ordered are not available and, wherever possible, suggest an alternative product.

Unless there are exceptional circumstances we will not hold back orders. Any out of stock items will be removed from the order.


In most cases, the Standard delivery is by courier on a Next Business Day service. Orders dispatched on Friday will usually be delivered on the following Monday. Please allow an extra day for deliveries to the Scottish Highlands. Deliveries to offshore islands will usually be by Royal Mail using their ParcelForce service and this may take a day or two longer. Smaller order may be delivered by Royal Mail, this is usually using their 1st class service.

Any delivery date/time notice sent from our courier's website by email/text is independent of our services and we do not have any control over the delivery scheduling.

Should a high priority delivery service be required (i.e. Before Noon, Saturday Delivery, etc.) please select this option during checkout.

Should you request the courier to leave goods unsigned for or delivered to an alternative address we cannot be held responsible for any late deliveries or errors which may occur. We will however assist with any queries regarding delivery issues.

Details of delivery charges may be found on the 'Delivery' pages of the website and are added to the order during the Ordering process.


Your rights to return unwanted products are protected under the UK Distance Selling directives

If, for any reason, you are not happy with your purchase then you may return your order (or part thereof) within 14 days, starting from the day after the day of delivery, for exchange or refund subject to the following exclusions:

We are unable to offer an exchange or refund on personalised engraving on the body and/or base of any silver plated and/or nickel plated cups, personalised engraving on to glass, personalised engraving to acrylic trophies, custom made trophies, personalised activity centres, engraved medals or personalised printed ribbons unless the mistake is the fault of TheTrophySite

We reserve the right to refuse an exchange or refund if the item(s) are returned in a non-saleable condition or are received damaged.

In most cases, any refund will be credited, using the same method as payment, upon receipt and inspection of the returned items.

The refund will usually be within 7-10 working days after satisfactory receipt of the returned item. 

Damaged/Missing Items

You agree to inspect your order and to notify us within 7 days of receipt if there are damaged or missing items.

Upon receipt of any claim for damage or missing items we either replace or refund any items that are damaged or missing.

Before any claim of damage is considered we may ask for photographic evidence that we might use to qualify your claim and to pursue a counter claim against the courier company.

After 7 days any claim for damaged or missing items will be considered on an individual basis.


All our customer information is kept confidential. We do not share customer details with any other companies other than when order details are processed as part of the order fulfilment and there is a specific requirement to do so.

Cookies are used on this web site where they are strictly necessary for the site functionality. They are used to aid navigation, and to keep track of the contents of your shopping cart. You can turn off cookies by blocking them in your browser Privacy settings. If you turn off cookies, you may not be able to place orders or benefit from the other features that use them.

Data collected by this site is used to:

a. Take and fulfil customer orders.

b. Administer and enhance the site and service.

c. Disclose information to third-parties for order fulfilment purposes only.


These Terms and Conditions may be subject to review and amendment as required.