Terms and Conditions

Prices

We endeavour to ensure the prices shown on our website are accurate. If we are unable to supply a particular item which you have ordered or if the correct price for an item is different from the price on your order, we will notify you as soon as possible after receiving your order. All prices include UK VAT at 20%. Non UK and Non EU purchases have the VAT element removed at checkout.

Postage Prices

Our main forms of delivery are Royal Mail; large letter, small parcel, special delivery and Parcel Force. From time to time and dependent upon the weight of the order we may utilise a courier but this will be discussed with you prior to order payment. We charge a fair postage price taking into consideration the price of the service and packaging. We do not make a profit on our postage prices and we are constantly looking for the best services which offer the best value to our customers. If you wish to specify a different service than those available on the checkout page, please call us on (UK) 01548 830717 and we are happy to discuss the options with you.

Returns and Cancellations Policy

We believe that you will be delighted with your purchase but there may be occasions when you will feel it necessary to return an item. We aim to keep the process as simple as possible. We’ll also pay the return shipping costs (basic rate of postage) if the return is a result of our error or you cancel the order within the legal cancellation period.

Your right to cancel an order begins the moment you place the order and ends 14 days from the day after you receive the goods (see exception).

You must return your order within 14 days from the day after you received the goods, in their original condition to:

Bigbury Mint, Unit 1, River Park, Ermington, Ivybridge, Devon, PL21 9NT, England

Exception – Please note we will not accept cancellations for bespoke frames and engraved products.  They are “personalised” products as described under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, No.3134, PART 3, Regulation 28(1)(b)1. We will only accept returns and offer refunds on bespoke frames and engraved products if the reason for return is as a result of an error on our part.

If you require further advice about returning goods please Contact Us.

Delivery

Medals
We always try and deliver medals within fifteen working days of order placement depending on the time of year and our workload. During especially busy times this time-frame may be increased at our discretion and you will be contacted and appropriately advised. For urgent orders, please call us and ask for our Fast Track Service.

Frames
We endeavour to complete and return your frame within 25 working days from receipt of your order. In the case of a frame requiring medal mounting and/or photo editing we will try and complete your frame order within 35 working days from the acknowledged receipt of your medals. Bespoke frames may take longer to complete and this will be discussed at the point of order with an estimated delivery given.

During periods when we are especially busy this time-frame may be increased and we will contact you to discuss the matter. Frame orders will be shipped using Royal Mail insured and signed for delivery, however a courier service may be used for bespoke and more complex orders. While we make every effort to deliver within the time stated we will not be liable for any loss caused to you by late delivery.

Remembrance
In the lead up to and post remembrance (normally four to six weeks either side of remembrance day) we do get especially busy. Please place Remembrance orders as early as possible and ensure that you make us aware the order is required for Remembrance.

We can ship to virtually any address in the world. Please note that there are restrictions on some products, and some products cannot be shipped to international destinations. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose.

If you require further advice or clarification about our ‘Terms and Conditions’ policy please Contact Us.

Our Privacy Statement can be read here.

1. the supply of goods that are made to the consumer’s specifications or are clearly personalised