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01823 288582

Terms & Conditions

To uphold our reputation for efficient, reliable, and quality service, we need to set the following boundaries: -

General

  • All sizes and capacities are approximate;
  • Prices and specifications are subject to change;
  • All goods remain the property of Alpha Trophies Ltd until paid for in full;
  • Please ensure you provide us with a contact number where you are easily reachable i.e. with an answering machine and a line that isn’t often engaged. After 2 attempts to reach you, if necessary, we will not try again;
  • Uncollected goods will be removed from our collections area into ‘lost property’ two months after the date your order was initially ready. Goods can be retrieved from lost property for a small charge i.e. £5. Our lost property area is cleared at regular intervals;
  • Engraving tariffs are calculated from the point the written instruction are with us, together with the items to be engraved;
  • We always endeavour to acknowledge emails. You are responsible for ensuring we have received your email. Sending us an email is not, in itself, confirmation of your order.
     
  • Payment
  • Payment on order, unless with prior agreement, then 7 days from date of invoice;
  • We accept direct payment (BACS), cheques, cash, debit & credit cards. Contact us for banking details
  • Invoices paid after 7 days from date of invoice will incur a surcharge of 3% per month until payment made in full;
  • Accounts failing 30 days overdue will be withdrawn and pro-forma (upfront) payment will be required for future orders.
     
  • Orders
  • Your order will be ready on the date specified, any problems we will phone you. Please avoid telephoning the busy shop to double check – it will be ready!!
  • You are not expected to pick it up on the availability date, so please avoid telephoning the busy shop to arrange an appointment, just visit during our business hours overleaf;
  • It is not possible to change your order availability date. This is due to hundreds of orders being in our system at any one time. Please bear this in mind when you order and avoid telephoning the busy shop to ask – it isn’t possible;
  • We ask verbal orders to be confirmed in writing, and/or written on the order, made in the shop. Any works will be based on your written instruction(s).
  • The person making the order takes full personal responsibility for paying for any goods and services.
     
  • Engraving
  • Unless stated in writing by you, all engraving work is at our discretion i.e. fonts, depth, spacing, type sets (i.e. upper case), and type size;
  • It is understood engraving is a very difficult process, where a significant number of factors could cause the outcome(s) to be slightly imperfect and you accept this, as reasonable;
  • We will not take responsibility for mistakes made due to verbal and/or a lack of clear written instructions;
  • We ask for typed instructions, attached securely to the items to be engraved. We will not take responsibility for mistakes made due to an inability to decipher handwriting, or if instructions become detached;
  • It is assumed any “ (ditto) “ instruction is to be engraved without dittos;
  • Every effort is taken to ensure engraving looks, as good as possible. The end product is reliant on the ability to clasp/clamp the item to be engraved. We will not take responsibility for inconsistent outcomes, due to poorly designed products for engraving;
  • Items need to be held in a vice jaw, whilst every effort is taken to prevent damage, minor marking can occur to edges and parts of the job, equally some cheaper products can split in our vice, which we take no responsibility for;
  • Some Silver products are very thin. Engraving can cause indentations to appear, although every effort is made to engrave, as shallow as possible, whilst bearing in mind the need for engraving ‘longevity’;
  • Many Pewter items are likely to experience ‘crushing’ in the vice and, as such, will look ‘imploded’ or ‘squashed’ over time;
  • To ensure a better ‘finished product’, it is necessary to remove the ‘bottom bases’ of cup bases. These should never be glued, as breakage can occur on removal. We take no responsibility for this. Also, sometimes we cut a hole in the felt, at the bottom of bases, to dismantle it. Thus enabling us to place the item in the vice;
  • Copying existing engraving on ‘Perpetual’ awards, as there are thousands of fonts, is extremely difficult unless a ‘Regular Block’ font has been used. We recommend returning them back to the original supplier, if an exact ‘font’ match is required. Similarly, we will do our outmost to copy existing engraving sizes, but exact matches cannot be guaranteed;
  • We will follow previous perpetual engraving i.e. the next line on, even if there are missing years, unless you advise us in writing to the contrary;
  • You are asked to check your engraved items on collection, we take no responsibility for complaints made about items after they have left the premises, as we have no control, or knowledge about what happens to them;
  • Removing engraving is often facilitated by re-plating the whole item. This can leave a ‘ridge’, where it has been removed, although re-engraving the correct lettering can mask this. The ‘ridge’ is often worse when re-plating Nickel items. Under the Sales of Goods Act 1994, our responsibility is limited to the amount you have paid us: - if our costs, to return the item to its original state, are disproportionately more i.e. if additional work or replacing the item is necessary;
  • Should the situation arise where engraving errors necessitate additional work, this is done at a time period determined by us. Putting items back to their original state takes time and you agree you’ll refrain from chasing us, as we will update you ever 72 hours, if requested. We reserve the right to talk directly to the cup or item owner when resolving issues;
     
  • Logo Generation Charges and Centre Work
  • Charges have been estimated on the basis of your artwork being 300 d.p.i. You are responsible for ensuring it is the right resolution i.e. good quality. If we reject two images due to being poor quality, there is a 50% increase to the generation charge, and 50% for every further 2nd piece of rejected artwork;
  • The generation charges include a small amount of re-touching work to ensure a good end product. If further work is required, Studio time is charged at £40 per hour;
  • Centres are designed from your images, which can be emailed or bought to the shop on a memory stick. Our Centre charges do not include searching the Internet for images and/or custom designing something. This is your responsibility. Studio time is available at £40 per hour, however;
  • Centres are paper based and will therefore struggle to withstand long exposure to sunlight. Fading and a loss of adhesive strength can occur. Equally, any exposure to water is not recommended. This is the case with engraved paper labels too;
  • Pictures, photographs, and logos are accepted and engraved, or made into a centre by us, on the basis you have full & unfettered license to reproduce the artwork and that you give us the same.
     
  • Metals
  • Authenticating Silver takes time and an excessive amount of money, therefore all metals are supplied without Hallmarking. As such, we are not allowed to call it ‘Silver’. Please ask about our Hallmarking service, if required;
  • Attaining a ‘mirror’ finish on solid silver is difficult unless it is re-plated and therefore the finish should not be compared with a re-plated article. Our silver plaques are supplied where some polishing mop marks will still be visible;
  • Always clean metals with an approved polish, applying & finishing with different new cotton wool buds fresh from a packet, discarding after use;
  • Do not put Pewter or Stainless Steel items in dishwashers. Wash occasionally in warm soapy water, followed by a polish with a soft cloth. Also, avoid putting acidic drink i.e. orange juice into Stainless Steel hip flasks and tankards. Any alcohol should not be left in a hip flask for longer than a few days;
  • Outdoor brass plaques are not built to withstand exposed elements of a coastline area, due to the increased amount of salt. We always recommend getting the plaque lacquered before it is erected;
  • Lasered Brass and Stainless Steel plaques should not be cleaned with abrasives. Equally, we recommend oiling the Stainless Steel plaques, even with a simple olive oil, at regular intervals.
     
  • Repairs
  • Every effort is made for safe transportation of repairs. Alpha Trophies Ltd will not be held responsible for any loss incurred during transportation.
     
  • Deliveries
  • Every effort is made to ensure goods arrive on time. We offer these services on a ‘non-profit’ basis and once goods have been dispatched by us, responsibility for safe delivery is between you and our courier;
  • A signature will be required for any of our guaranteed delivery services;
  • Any items sent via normal Royal Mail is done so completely at the clients’ risk;
  • Changes cannot subsequently be made to delivery addresses once the item has left our dispatch department.
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