How we work
Why we proof first, and why you pay later
A personalised award or plaque can’t simply be sent back. So we’d rather take a few days to get it right than rush it and get it wrong. That’s why there’s nothing to pay when you order: you pay once your order is engraved and checked.
How it works
- 1
Send your order
Choose your awards or design your plaque. You see a price straight away, and there’s nothing to pay.
- 2
We check and send a proof
Our team checks every name, date and logo, then emails a free proof for you to approve.
- 3
Engraved and checked by hand
We only engrave once you’ve approved the proof, then inspect every piece before it’s packed.
- 4
Pay when you’re happy
We send your invoice once your order is engraved and checked. Pay by card or bank transfer.
Fast, cheap or right first time?
There’s an old rule in making things: fast, cheap, good. You can only pick two. We choose quality at a fair price, and take the time to check it.
The hidden cost of “buy now, send it back”
£27bn
of UK online purchases were forecast to be returned in 2024.
1 in 5
UK online orders for non-food goods comes back.
Higher prices
Retailers say they raise prices to cover the cost of free returns.
Returns cost everyone, and a lot of returned stock is never resold. With a personalised item there’s no second chance at all: once a name is engraved, it can’t go back on a shelf.
Sources: Retail Economics and ZigZag, The Cost of Serial Returners 2024; Packaging Europe, The cost of e-commerce returns for retailers.
Why personalised is different
When you buy most things online, you can usually change your mind within 14 days. That right doesn’t cover goods made to your specification or clearly personalised, under the Consumer Contracts Regulations 2013. So the only way to protect you is to get it right before it’s engraved, which is exactly what the proof is for.
You’re still fully protected if something’s wrong. If your order arrives damaged, or the engraving doesn’t match the proof you approved, we’ll put it right.
Built to last
A mass-produced award is judged the moment you click “buy”. Ours are judged years later, on a shelf in someone’s office or home, or on a bench in the park. Optical crystal doesn’t fade or tarnish, and our engraving is cut into the glass or metal, not printed on top. That’s what we’ve been making in Cardiff since 1947.
If you’re not happy, we’re not happy
We put checks in place at every step, but we’re all human and things still happen. A courier drops a parcel. A name gets spelled wrong on the order form. A date changes.
When that happens, you won’t be chasing a company that already has your money. You’ll be talking to us, the same family who engraved your order, and we’ll do everything we can to put it right in time for your event.
The awards night is still happening, and we’d rather keep you as a customer for the next 20 years than make a sale today.
Frequently asked questions
Why can't I pay when I order?
Because personalised items can't be sent back, we check every name and logo and send you a free proof first. You pay by card or bank transfer once your order is engraved and checked. If you'd like to pay sooner, tick the box on the order page and we'll send a payment link with your proof.
Do you price match?
We don't price match, because two awards that look alike online can be very different in quality. But we're always happy to talk through your budget and suggest options that work for you.
What if my order arrives damaged?
Send us a photo as soon as you can. We'll arrange a replacement and do everything we can to get it to you before your event.
What if there's a mistake in the engraving?
If it doesn't match the proof you approved, we'll re-engrave it at no cost. If the mistake was in the wording sent to us, talk to us anyway: we'll help, and do our best to meet your date.
What if my event date changes?
Just let us know. We'll work around your new date wherever we can.
Ready when you are
Send your order today. Nothing to pay until it’s engraved and checked.
