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Ordering from Award is safe, straightforward and simple. Here is how it works:

How to Order
Medal Applications
Applications for Medals Not Awarded
Order Processing and Dispatch
Pre-Orders
Choosing your Delivery Address
Delivery and Charges
Order Tracking
International Delivery
Delivering to BFPO addresses
Payment Security and Credit Card Safety
Returns Policy
Christmas Returns Policy
Complaints

How to Order
4 easy ways to order:
Online using our secure website
By telephone
By fax;
and By post

We accept Visa, Mastercard and American Express credit cards and Visa Debit and Visa Electron debit cards. We also accept cheques and Postal Orders. If paying by cheque, your cheque should be denominated in Pounds Sterling, drawn on a UK bank and made payable to "Award Productions Limited". Please also remember to include postage and packaging otherwise there may be a delay in processing your order.

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Medal Applications
Replica Military medals are available without application therefore, unless you are having the medals engraved, there is no need to supply any service details – you can simply add the medals to your basket to purchase.

Our Commemorative Medals are available for participation in various campaigns throughout the world as well as medals to recognise allegiance to regiment or service, civilian service and many more. These medals are available to purchase online by application by supplying service details. We do not have access to military records, each application is assessed based on an assessment of details supplied to validate that the application is genuine. If you are unsure as to whether you or a descendent is entitled to one of these awards, apply and purchase the medal/s and we will inform you if your application has been rejected and give you the reason why.

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Medals Not Awarded
Please use the link below to apply for medals not awarded, completed forms should be submitted to the address at the bottom of the form.
Click HERE for the form to apply for medals not awarded

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Order Processing and Dispatch
Most orders placed for non-personalised items are dispatched from our warehouse within a week subject to stock availability and any security checks, via Royal Mail or our courier.

Personalised items, mounted medals and engraving orders are usually despatched within 10-14 working days subject to stock availability.

Special order items that are individually made to your requirements can take longer to deliver. These include many of our personalised items, military clothing, watches, car badges & sweetheart brooches. Some military badge items that feature non-current regiments are also subject to a delay as they are made to order.

If your order is urgent, please state this in the comments before you checkout and we will do all we can to meet your requirements. Please call us (on 01952 510053) if you require any further assistance.

Pre-orders for products not currently in stock or not yet released will ship as soon as stock is available.

During times of peak seasonal demand (for example Fathers Day, Remembrance Sunday, but especially Christmas) there may be a slight delay in the dispatch of your order, so please allow extra time for delivery at these times.

Please allow a couple of extra days delivery time for orders to Scottish Highlands and Islands or Northern Ireland.

If you are sending your medals to us for mounting and/or engraving, please do so using a service such as Royal Mail Special Delivery. When returning your medals to you, we will use this method and your delivery will therefore need to be signed for. Please take this into account when choosing your delivery address.

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Pre-Orders
If you would like to order a product before it has launched/released or before it is in stock, you can place a Pre-Order with us.

To place a Pre-Order, click the "add to basket" button to add the product to your shopping cart. When you get to the Checkout we will take your payment and delivery details, we will charge your payment card immediately. Your goods will be despatched as soon as they are available.

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Choosing your Delivery Address
Once you’ve decided on your purchases, you will be given the option to change your delivery address to a different one from that of your billing address. Please take into account that many of our products, once boxed up and ready to ship, will not fit through your letterbox and if you are not in when the delivery is made, your order will be taken to the local depot/sorting office for collection or re-delivery.

Things to consider when choosing your delivery address:

Royal Mail:
If you are not in when the postman calls and the parcel will not fit through the letterbox or requires a signature they will leave a card and take your order to the local sorting office (the address for this will be on the card). From there you can collect it or call them to ask for it to be re-delivered to the same address. For a small fee they will deliver it to your local Post Office for you to collect from there if that is more convenient for you.

Courier delivery:
If for some reason the delivery driver cannot deliver your order they will leave a card and take your order to your depot (the address for this will be on the card). From there you can collect it or call them to ask for it to be re-delivered to the same address.

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Delivery and Charges
Inland
Orders (up to £30) - £2.50
Orders (£30.01 - £50) - £4.50
Orders (over £50) - £6.50

Airmail Overseas
(these are delivery guidelines supplied to us by Royal Mail and cannot be guaranteed)
Orders (up to £30) - £4.50
Orders (£30.01 - £50) - £8.00
Orders (over £50) - £10

Last order dates for Christmas:
Personalised items 12th December.
Non-personalised items by 19th December.

Postage Subcharges
You will need to add an additional £2.00 for delivery to N.Ireland, the Scottish Highlands and UK Islands.

South Africa Postage
Postage to South Africa is by international registered post only £10.00

Non-personalised orders usually arrive within 3-5 working days of your order being placed. If you order online you will receive an email on despatch. We will use the most appropriate method of dispatch depending on the weight and value of your order, this may include a courier service which would require a signature on delivery. For orders dispatched via Royal Mail 1st Class Post, or Royal Mail Recorded Delivery we would ask you to wait 5 working days from despatch before contacting our Customer Service Team for assistance if your parcel has not yet arrived.

Personalised items, mounted medals and engraving orders are usually despatched within 28 working days.

Special order items that are individually made to your requirements can take longer to deliver.

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International Delivery
We deliver orders to our international customers via Royal Mail Air Mail depending on the weight or value of your order. In some cases (e.g. larger, oversised and heavy orders) we will use an international courier, which may incur additional charges. We will choose the most appropriate option and inform you prior to despatch – this will not be apparent at the checkout stage.

Air Mail (for orders under 2kg in weight)
(these are delivery guidelines supplied to us by Royal Mail and cannot be guaranteed)
Europe - delivery in 2-7 working days from despatch
ROW - delivery in 7-10 working days from despatch

International Courier
Europe - delivery in 1-6 working days from despatch
ROW - delivery in 2-8 working days from despatch

Import Tax: Delivery outside the EU may be subject to local import taxes, which are your responsibility where they apply. If so, the shipping company should advise you the charges due or else you should consult your local customs office. Unfortunately we cannot advise you what these charges will be and Award is not responsible for them.

If these local import/custom charges are refused or not paid by the customer, then the item could be returned to Award or possibly destroyed if too expensive to return. Please note: If this happens, we may not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned product/s minus any costs incurred in returning them to Award.

We continue releasing International orders, in time for Christmas, until mid December.

Please note: Our international courier cannot deliver to PO Box addresses.

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Delivering to BFPO addresses
We accept orders to all BFPO addresses which are charged at the UK Standard Delivery rate of £4.50 per order. There are some restrictions regarding which products can be sent but we will contact you if your order is affected by this. For delivery times please refer to BFPO website.

BFPO Addresses Based Outside of the EU
To request a VAT refund for a BFPO address outside of the EU, please e-mail us once your order has been dispatched. Remember to include the order number with your request. You will need to contact us within 3 months of the time of the supply of goods.

BFPO Addresses Based Inside of the EU
In accordance with HMRC guidelines, VAT refunds for orders dispatched to a BFPO address which is within the EU requires us to obtain a "certificate of entitlement" confirming that the items have been dispatched to, and received by, a qualifying body or person as set out in paragraph 14.4 of HM Revenue and Customs Notice 725 dated January 2014. AWARD will accept a copy of the order receipt which was dispatched with the item(s), signed and stamped by the head or acting head of the embassy, high commission, consulate, visiting force contingent or international organisation, with evidence of the official status of the signatory.

For goods which are dispatched to BFPO customers in Cyprus or Germany AWARD requires a certificate from the person placing the order, uniquely identifying the supply for which relief is claimed, and claiming entitlement as follows:
• for British forces in Cyprus - under Article 14(1)(g) of EC Council Directive 77/388/EEC, or
• for a visiting force in Germany - under Article 15(10) of EC Council Directive 77/388/EEC.

AWARD requires this certificate in accordance with Section 14 of HM Revenue and Customs Notice 725 dated January 2014.

I hope this clarifies the situation, to avoid this happening in the future, when having items delivered to a BFPO address outside the EU, select the country or nearest region to which the order is being sent. If however this does happen again, simply email us ONCE THE ORDER HAS BEEN DESPATCHED and we will process a refund for you.

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Security and Credit Card Safety
Your safety is guaranteed because awardmedals.com uses one of the biggest and most trusted payment providers in the UK today, Sagepay. At the end of the checkout process, your card details will be entered through our Sagepay link.

All transaction information is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Encryption and Data Storage
Once on our systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSigns Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so.

System security
Sage Pay’s systems are scanned quarterly by Trustwave which are an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands.

Sage pay is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. We are also active members of the PCI Security Standards Council (SSC) that defines card industry global regulation.

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Returns And Refunds
We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.

Unwanted Goods
You can return any non-personalised product within 30 days of the date on which you received it and we will refund you any money which you have paid us for that product. The product needs to be in an ‘as new’ condition and complete with all packaging and components. All you pay for is the return postage of the goods. Please contact us by telephone (on 01952 510 053) or email (info@awardmedals.com) to inform us of your wish to return the goods and advise you as to the next steps.

Please include a separate letter with your return detailing all the relevant information – including the return reason.

If you return a product to us that is not in an ‘as new’ condition we reserve the right to return the product to you, or issue a credit note rather than credit your payment card.

Certain products and services are excluded from this returns policy, including medal mounting, engraving, personalised products or those made to order. These items cannot be returned for a refund unless faulty or incorrect.

Faulty Goods
If you receive an item from us which is faulty, which you did not order or for any other reason which is our fault, please contact us by telephone (on 01952 510053) or email (at info@awardmedals.com) to inform us within 30 days of receipt and we will arrange a refund or replacement.

We will advise you how to send the item back to us; usually this mean securing the item in its original packaging and sending it to us via Royal Mail. Once your item has been received we will arrange to reimburse your postage costs.

For help with items later than 30 days after purchase please contact us by telephone (on 01952 510053) or email(at info@awardmedals.com) for more information.

Please note that we are unable to accept returns in person at either our offices.

Returns Address for unwanted goods
Award Productions Returns
PO Box 300
Shrewsbury
SY5 6WP
United Kingdom

You will be responsible for the item or items until they reach us.

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Christmas Returns Policy
If you purchase something from our site for Christmas and the recipient wishes to return it, then you can send the product back to us for a refund as long as the product is unopened and in perfect condition. You must advise our customer service team before the 15th Jan and we must receive it back before the end of the month. Recipients can send their gifts back directly and we can offer them a credit note matching the value of the initial purchase.

This applies to any order purchased between the 15th of October and the 25th of December, which falls outside the normal 30-day guarantee.

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Complaints
We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly.

If you feel you have a complaint you wish to make please e-mail us at info@awardmedals.com or call our Customer Service team on 01952 510053.

We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond within 24 hours either resolving your complaint or with an expected timescale for resolution of the issue.

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"Just a very wonderful response to my request to speed up the medal for the Merchant Navy for my old pal. He is delighted: - many thanks for your rapid response."
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