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Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

1. Production & Timing

How long will it take to make my order? Standard production typically takes 5–10 business days. For larger or more complex orders, the process may take a bit longer.

I’m in a hurry! Do you offer rush orders? Yes! If you need your item urgently, we can offer an express production service where your order is prepared within just a few days. Please contact us before placing your order to confirm availability.

2. Shipping & Delivery

Where do you ship from? All our products are handcrafted and shipped from Europe. For customers within the EU, this means no customs duties or import taxes.

What are the shipping options and delivery times? We ship via UPS to ensure the fastest and most reliable service. You can choose between:

  • UPS Standard: Reliable delivery within 3–7 business days.

  • UPS Express: Fast-tracked delivery within 2–3 business days.

  • Please note: Total delivery time = Production time + Shipping time.

How can I track my package? Once your order is dispatched, you will receive an email with a UPS tracking number so you can follow your parcel’s journey.

3. Personalization & Changes

Can I change my order after it’s placed? If you need to correct a mistake in your personalization details, please contact us within 12 hours. Once we begin the production process, we cannot change the design or text.

What happens if I make a typo? We produce exactly what you enter in the personalization fields. Please double-check all spelling, dates, and grammar before checkout, as we are not responsible for errors provided by the customer.

4. Returns & Refunds

Can I return a personalized item? Because personalized items are custom-made specifically for you, they cannot be returned, exchanged, or refunded if you change your mind. This is in accordance with EU consumer laws regarding custom-made goods.

What if my order arrives damaged? If your item is damaged during transit or has a manufacturing defect, please contact us at hello@trophies123.co.uk within 48 hours of delivery with photos of the damage. We will prioritize a replacement or a refund for you.

Still have questions? Feel free to reach out to us at hello@trophies123.co.uk – we are here to help!