FAQs
HOW DO I CONTACT YOU? The best way to contact us is by our email address - [email protected]; we aim to answer all emails within 1-2 working days. Alternatively, please call us on 0121 809 4499, our office hours are Monday to Friday, 9.30am to 4.00pm
DO YOUR PRICES INCLUDE VAT? VAT is added at checkout, all product prices exclude VAT.
HOW DO I GET A QUOTATION FOR A CUSTOM PRODUCT? Please complete our on-line quote request form with as much detail as possible to enable us to provide a full quotation or email [email protected] with details of your event. We aim to answer all email enquiries and quotation requests within 1-2 working days.
HOW LONG DO CUSTOM PRODUCTS TAKE TO BE DELIVERED? Our standard production lead-times are listed below. If you need your custom products sooner than our standard timescales, please email [email protected] and we will do our very best to meet your requirements.
JCBESPOKE.COM ON-LINE ORDERS
- Custom Medals - 10 working days
- Glass Awards - 10 working days
- Express Glass Awards - 5 working days
- Custom Logo Championship Belts - 10 working days
CUSTOM ORDERS
- Die-cast Custom Medals - Air Express 4-6 weeks / Sea Shipment 12-14 weeks
- Premium Bespoke Medals - 4-8 weeks
- Custom Pins - Air Express 4-6 weeks / Sea Shipment 12-14 weeks
- Bespoke Trophy & Glass Awards - 4-8 weeks
- Etched Custom Belts - 6-8 weeks
- Professional Cast Championship Belts - 12-14 weeks
DO YOU OFFER FREE DELIVERY? Yes, we offer free UK Mainland delivery for all orders over £200.00 net spend. We also offer reduced delivery charges for net spend over £200.00 to the Scottish Islands & Highlands, Republic of Ireland, Northern Ireland, Channel Islands, Scilly Isles and Isle of Man. For full details of our delivery charges and locations please click here.
DO YOU OFFER WORLDWIDE DELIVERY? Yes we deliver all around the World including USA, Australia, China and Europe. Please visit our delivery information page to see our standard international shipping rates. If your delivery location is not featured as part of our standard rates, please email [email protected] so we can provide you with a delivery quotation.
HOW DO I MAKE PAYMENT FOR MY CUSTOM ORDER? If ordering one of our on-line custom products via www.jcbespoke.com you can make payment via PayPal or by Credit/Debit card. For bespoke custom orders, we will provide a full written quotation. If you are happy with the quotation, a deposit payment is required to cover die/artwork costs. On receipt of your deposit payment, we will provide full artwork for sign off, after which your custom product will be manufactured. We will contact you on completion of your custom product to arrange delivery and to collect the final balance payment, this is usually one to two weeks prior to your event date.
DO YOU PROVIDE ARTWORK PROOFS? For totally bespoke glass, custom awards, pins, etched championship belts and bespoke medals, you will receive a full artwork proof for approval. For our on-line custom medals, championship belts and bespoke glass awards, we will only provide an artwork proof if artwork changes are required. If the custom product is a direct print of your logo, we will express your award to production for a fast & efficient turn-around, unless you specifically request a proof.
CAN YOU PROVIDE A POST PRODUCTION PHOTOGRAPH BEFORE DELIVERY? Unfortunately, at peak trading times it is not possible for us to take post production photographs before dispatch due to the number of orders we have to produce.
WHEN WILL I RECIEVE MY ARTWORK PROOF? Artwork proofs are usually provided within 1-3 working days, at peak trading times this may increase to 5 working days.
CAN I AMEND MY ARTWORK PROOF? Yes you can amend your artwork proof up to 3 times free of charge, after 3 amends a nominal charge of £5.00+ vat per amend is payable.
CAN I CANCEL OR AMEND MY ARTWORK AFTER SIGN OFF? If time allows, we will always do our very best to amend the artwork for you, or to cancel your order. However, if you have signed off your artwork and the order has already been produced, unfortunately it will not be possible to amend or cancel the order.
I HAVE RECEIVED MY ORDER AND THERE IS AN ERROR ON THE ARTWORK, WHAT DO I DO? We work hard to ensure your artwork proof accurately represents the artwork supplied. However, occasionally human error can occur, therefore it is imperative you thoroughly check your artwork proof before sign off. Unfortunately, we cannot offer a free replacement if an error is spotted on your order that was signed off on the proof you received. If an error is spotted on your order that was not part of the signed off proof, please email a photograph of the defect to [email protected]; we will investigate how this error occurred and arrange for replacements to be sent.
HOW DO YOU MAKE DELIVERY? We use DPD next day delivery courier service for UK mainland postcodes. We also used DPD to deliver to the Scottish Highlands, Ireland, Channel Islands and European addresses (delivery timescales can be found on our delivery page). Worldwide deliveries are made using the most competitive service, usually via UPS, DHL or FEDEX.
WILL I RECEIVE DELIVERY TRACKING INFORMATION? If you have provided us with an accurate mobile telephone number and/or email address, you will receive a delivery tracking notification from DPD under the name of J.C.TROPHIES LTD (our sister company). For UK residents, on the morning of delivery, you will receive a notification advising you of your hour delivery window.
DO I HAVE TO SIGN FOR DELIVERY? Yes, for your security our DPD delivery service requires a signature. However, you can add delivery instructions in our comments section at checkout to request 'leave with neighbour' or 'leave in porch'. Please be aware if requesting delivery with no signature, JCBESPOKE cannot be held responsible should the parcel go missing as this will not be covered under DPD's parcel protection policy. We would therefore strongly advise signatures on all deliveries for your own protection.
I MISSED MY DELIVERY, WHAT DO I DO? If you missed your first delivery, you should receive a calling card from DPD advising you of the new delivery date, which is normally the next working day. You will also be provided with the option to arrange collection of your parcel from the local DPD depot or parcel collection shop. After 2 failed delivery attempts your parcel will be returned to us and a further delivery charge will need to be paid to arrange re-delivery.
CAN YOU PROVIDE A FREE SAMPLE BEFORE I PLACE MY ORDER? We do not provide FREE samples. However, if you would like a sample product produced before placing a bulk order, please email [email protected] who will advise you of whether this service is available, along with price and delivery timescales.
HOW DO I MAKE A COMPLAINT? Please email hello@jcbespoke,com regarding a complaint or general feedback, please include any photographs that may help us understand the nature of your complaint. All complaints are confidential and we will do our best to rectify any issues highlighted as quickly as possible. We welcome general feedback as this allows us to improve our service to you.