Coronavirus (COVID-19) FAQs
Are you still open and delivering orders?
Yes, we’re open and taking online orders at our website for both delivery and our "Click & Collect" order service. Our customer support team is also available to help with telephone / email questions & enquiries.
Our showroom is open, but we do still try to maintain some social distancing in what is a confined indoor area, so there may be a small wait before we can offer access.
Showroom opening times are 9.30am to 4.30pm Monday to Thursday & 9.30am to 3.00pm on Fridays, excluding UK national holidays.
Face coverings are now optional for visitors when on TrophyMaster premises (unfortunately we do not provide masks for visitor use) and we do have hand sanitiser available on entry.
When on site, visitor access is only allowed to the TrophyMaster showroom. Other areas of our premises including our washrooms and toilet facilities are "off-limits" to visitors.
TrophyMaster only accepts payment using most major debit / credit cards and by PayPal & BACS payment. We no longer accept cash payments or cheques.
If you are showing any Coronavirus symptoms, please don't come to TrophyMaster, but seek medical attention.
The main symptoms of Coronavirus are:
- A high temperature - this means you feel hot to touch on your chest or back (you do not need to measure your temperature)
- A new continuous cough - this means coughing for a lot more than one hour, or 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usual).
- A loss or change to your sense of smell or taste - this means you've noticed that you can't smell or taste anything, or things smell or taste different from normal
- A sore throat
- A prolonged headache
Are delivery timescales currently affected?
At the moment, we're taking a little longer to process orders. You can expect most orders to be available to collect or be despatched from TrophyMaster within 8-9 working days (excluding weekends and national holidays).
Please note: The pandemic has resulted in an unprecedented growth in online purchasing and use of carrier / mail delivery services. This, together with staff shortages resulting from the pandemic is having an impact.
We are currently experiencing some postal delays, which are outside of our control, so whilst we'll always do our best for you, we do ask for your patience.
We’re still trying our very best to meet customer requests, so in the relevant 2 sections of our online checkout, if you have a fixed deadline for your presentation please let us know the date, together with any special instructions.
Our customer support team remains active, responding to calls and emails, but it's sometimes hard to respond as quickly as we would in pre-pandemic times.
We have expanded on the already high standards of hygiene within our warehouse and work facilities and are carrying out extra cleaning in areas where supplies enter our warehouse and where your parcels are collected by carriers, together with all other areas where manual handling of our products is needed.
Can you deliver to someone else?
TrophyMaster will always package your trophies and awards safely and send it to the recipients address. At the checkout, just tell us the delivery address for the parcel and we’ll handle that for you.
Can my order be left in a safe place, even if I’m supposed to sign for it?
our delivery partners DPD and Royal Mail understand that our customers may want to limit their contact with people, including delivery drivers and postal workers. When possible, the delivery staff representing Royal Mail or DPD will leave your parcel in a safe place of your choice, if they are instructed to do so by you.
Collection from TrophyMaster
We do offer a "click and collect" service from our West Bridgford premises and have a COVID-19 order collection system that observes some social distancing protocols.
Collection Times: 9.30am to 4.30pm Monday to Thursday; 9.30am to 3.00pm Friday.
Free Customer Car Parking is available - Our rear car park is accessed from Welbeck Road. For satnav directions, please use post code NG2 7QW