Help
Need help? Don’t panic! You’re in the right place to view our FAQ, find useful guides on 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 most reliable award experts. Part of this reliability rests on ensuring that the goods promised arrive on time and are exactly as promised. See our FAQ below with common questions about our range:
Product Information FAQ
We’re very sorry to hear that you’ve received the wrong awards. If you have received completely the wrong product or have received someone else’s order please contact us immediately so we can investigate and notify our courier and warehouse staff to correct the mistake. It is your responsibility to notify us of any shortages or mistakes within 24 hours as per the terms or our returns policy.
If the design or item comes in multiple sizes and you believe you have received the wrong size or style please check your order and if a mistake has definitely been made please contact us so we can notify our courier and warehouse staff to correct the mistake.
All our gifts and awards are packed carefully to ensure they are not damaged in transit, we also take all the necessary steps to notify our courier that the awards are fragile including using ‘fragile’ tape (where appropriate).
We carefully watch the stock levels in our warehouse to ensure that we are able to fulfill our orders. If the products you have selected are out of stock we will do everything in our power to find you a suitable alternative. We cannot guarantee that even if a product is shown as “in stock” that it is actually in stock.
During 2020 there was significant concern in the industry about sourcing gifts and awards, however, as the world has adjusted this is no longer a significant problem.
Here at Wessex Awards we are committed to reducing our carbon footprint and ameliorating 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 that are integral to our company ethos.
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 team@wessexawards.com 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 awards to us. If requested to return the award, 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 awards 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. The same applies to any edible or consumable products that have been opened or used in any way. 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 gifts are suitably packed and we reserve the right to deduct the cost of replacement of the gifts 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 team@wessexawards.com and attach photographic evidence of the problem.
Unfortunately, we do not accept old gifts, awards, hampers, trophies or any parts as payment or offer discounts on your orders for them. We cannot accept used goods as they cannot be resold. Otherwise, please contact us for more information if this does not apply.
Don’t worry, we keep copies of these. Please contact us at team@wessexawards.com 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.
For more information on returns and refunds please see our returns and refunds policy page.
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 use of cookies can be found in our cookie policy.
Yes – we are proud to accept Amex along with many other major card providers.
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 team@wessexawards.com 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, phone number and address.
From time to time we may collect analytics data based on your IP address and location to see where our traffic is coming from and how we can improve our customer experience while using our website.