Delivery & Returns

Covid-19 – Essential Information

We are living in unprecedented times right now. Coronavirus Covid-19 is having a huge impact globally and the effects both on health and the economy is staggering. Here at NE Trophies, we are doing all we can to minimise the impact on our staff and customers and we are monitoring the situation closely for any changes.

Business as usual

It is currently business as usual, with a few big changes; we are still operating as normal and parcels are being processed and sent out with very few delays. Our vulnerable staff members have been sent to work from home, and we have a plan in place in the office to minimise the risks of spreading this infectious disease.

What we are doing to protect ourselves and customers

We remain committed to the well being of our staff and customers at this difficult time. We have implemented strict cleanliness procedures, following all government and healthcare advice regarding washing hands and social distancing. We only have a few core staff in the warehouse to make sure we can implement social distancing procedures.

We have also taken the decision to close our offices to walk in customers until the situation improves. You can still buy most of what you need via our webstore for home delivery. We have good relationships with all our couriers and are working closely with them to make sure parcels are delivered on time. Royal Mail, UPS and DHL are all still delivering, and have implemented ‘Contact Free Delivery’ procedures meaning they will no longer be taking signatures for deliveries but will still be taking names.

We expect to remain open

Although the situation is changing rapidly, we are committed to staying open as long as it is safe to do so. If you have any delivery concerns please feel free to contact us and we will do our best to help.

Some of our suppliers have temporarily closed as a result of the effect of Covid-19 on supply chains. If we don't have an item in stock, we should be able to substitute for something similar, but we will always liaise with you and make recommendations to make sure it is right for you.

Deliveries

Currently all UK based deliveries are running as normal. There are very few delays with our main couriers, Royal Mail, UPS and DHL at present and they are working hard to make sure they keep deliveries moving. Royal Mail are handling an unprecedented volume of parcels, with fewer staff than usual, so we must give them credit for working so hard during these difficult times. International deliveries may see some delays due to border restrictions, however if you have any concerns, again, please contact us and we will do our best to help.

Stay safe everybody - Remember to be kind and help those who may need assistance during these difficult times - We will get through it together.


1. Delivery Costs

We ship worldwide and use a variety of shipping methods from standard post to Express Courier. All delivery charges are automatically calculated upon checkout. In the shopping cart, you can view all shipping prices before placing your order. You are given the option to choose which shipping method you prefer during checkout depending upon the speed of delivery you require.

We offer FREE UK Delivery for all orders over £25. This option is available during the checkout process.


2. UK Mainland Delivery Times


Orders are usually engraved and despatched within 24-48 hours, however larger engraved orders can take approximately 1-3 days for despatch. Bulk orders will have a longer lead time depending upon the size of the order. We are happy to give an estimate. Please feel free to call or email us.

Delivery of parcels to UK mainland addresses usually takes 1-6 working days from date of despatch depending on which delivery service you have selected. (excludes weekends and public holidays

If you are in the UK and have not received your item within 6 working days of completion of your order, please notify us as soon as possible so we can resolve the delay.

Delays are usually caused by the Royal Mail postal service so most of the time, given a few extra days, the packages arrive safely.



3. International Deliveries


At North East Trophies, we provide a worldwide delivery service. International delivery prices are automatically calculated at the checkout for you and depend on destination and size of order.


4. International Delivery Times

Orders sent via International Airmail outside the EU can take between 14-28 working days to arrive.

Orders sent via International Express Airmail are estimated to take 5-10 days, however due to customs checks in non-european countries, delivery times may be considerably longer.

If you are an international customer and you have not received your order after 28 working days, please contact us so we can resolve the delay for you.

Please note: Even though international orders generally take 7-21 days they can take up to 28 working days to arrive. This may be due to packages passing through International Customs checks. We have no control of delays of this nature unfortunately. Until this period has passed we cannot reship orders unless we know for certain that they are lost, stolen or damaged.

If there are issues with your delivery address this can delay packages even longer so please make sure all delivery details are clear.

Please note: Very occasionally, international customers may be subject to a customs charge which is out of our control. It is the responsibility of the customer to settle these charges upon receipt of the goods. We can accept no liability for these charges.


5. Additional Delivery Details


Most of our deliveries require a signature for proof of receipt of goods. If a signature is obtained from any person other than the named customer at the specified delivery address, the named customer is still responsible for the item received.

Delays are occasionally inevitable due to unforeseen factors. We shall be under no liability for any delay or failure to deliver within estimated timescales.

If a delivery attempt has been made and a card has been left you must contact the courier direct.


6. Returns/Replacements/Cancellations


You reserve the right to cancel your order for any item purchased on the web site (except personalised engraved items, customised items, and Limited Edition Items as these are purchased to order and are non refundable) for a full refund within seven days after receipt of the item. However, you must take reasonable care of the items and must return them in their original packaging and without use.

In the case of Customised items, engraved items, items which have been ordered in specially at your request, and Limited Edition items, these items are non-refundable and a replacement will be offered if faulty.
If you wish to return your items for a full refund you must inform us via email through the Contact Us page. Please make sure you state your order number in the email. You are responsible for the delivery costs both to and from your address. Please note if the free delivery offer has been made use of then a nominal charge of £1.95 will be deducted from your refund amount to cover the shipping costs incurred by us.

All items must be returned in their original packaging.

We reserve the right to deduct delivery charges from any refund should we deem necessary.


Faulty Goods

If you receive a faulty or damaged item you must notify us within 7 days of receipt and we will refund (in the case of non engraved items), replace or exchange the item. When faulty goods are returned we will refund the return postage you have paid but we will only bear the cost of standard recorded postage up to £5.


Engraved Items

We do not offer full refunds on items which have been engraved, for goods which are damaged or faulty we can only offer a replacement or an exchange.
Engraved items cannot be refunded as they have been personalised to your specification. In the case of delivery of a faulty or damaged item we will happily replace the item for you. For more information on our Engraving Terms please click here.

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