FAQ's

Where is your company?

Custom Medals Direct is part of the Webproductsdirect group and our Head office is located in Lancaster, Lancashire.

How do I get a quotation?

For a quick quote, you can follow this link to our REQUEST QUOTE. Alternatively, simply call our expert customer service team on 01524 848382 or email sales02@webproductsdirect.com with your requirements and we will provide a quotation within 24 working hours.

If you have special requests, short lead time or a large volume order then give one of our friendly sales team a call, or email us with your requirements.  We would love to hear from you!

What happens next after I place my orders?

Once you have approved your artwork and your order is confirmed it will be placed on the production schedule at our factory. Production time will depend on the design, order quantity and any special customer requirements. If you have a specific deadline date you are working to then just let us know and we will work with you to make sure you get your Medals when needed.

Do you have a minimum order quantity?

Our minimum order quantity is 100 units, which is particularly great if you are running an event or promotion on a small scale and working to a budget.

We have set our minimum order quantity as low as possible but below 100 units the costs of producing the mould to make the medals becomes very expensive.  When we make the mould it is the same cost for 1 unit as it is for 10,000 units!

Do you offer samples?

Yes we do! Just fill out our ‘Request a Sample” form, filling in all the fields and we will happily post you out a standard example. If you require a prototype sample please let us know and we can arrange this although charges will apply and these will always be agreed with you in advance.

I’m not very good at design. Can you create an artwork proof for me?

Absolutely and there will be no charge! We have a fantastic team of talented designers who can create your artwork for you. You will always get a digital proof before your order goes into production so you can be certain the design meets your approval.

How do I create a totally bespoke shape and design?

Our aim at Custom Medals Direct is to supply our customers with truly unique and distinctive personalised medals.  We can create the medals from your own design or if you prefer our expert design time can create a bespoke design just for you. Not only that, we do not charge design and set-up fees!

What shapes do you offer?

All of our shape templates can be found on the shapes tab at the top of the homepage. Simply click the shape you want, upload a high-resolution PDF, EPS or vector file of your choice and begin creating! * Its important to have your images on a high-resolution file to ensure the print is not too blurred or grainy.

Will my Medal look exactly like it does on the signed proof?

Generally, different computer/laptop screens, Smart Phones or Tablets will display colours with slight differences. If you would like a specific colour (e.g. your corporate colours), please provide us with the Pantone or Hex reference in the box provided. No extra charge will be made for using your own colour choice.

If you need further help with choosing colours, please call our expert design team on 01524 848382 as we are happy to help.

What if I need to cancel my order?

If you change your mind and wish to cancel your order please let us know as soon as possible. Generally, your approved artwork and order goes directly to the factory and is placed on the schedule ready for manufacture within a few hours.

If we have started the production process then, unfortunately, we cannot issue a full refund. If you call us as soon as you possibly can we will always do our best to halt the manufacturing process for you.

What payment options do you have?

You can pay via BACS transfer, or you can choose to pay via STRIPE our secure card payment gateway or Paypal. We never hold your card details. Please see our payment and Privacy Policy.

How do I place my order if I have an official Purchase Order (PO)?

Please provide your PO number when placing your order. The PO number will then appear on the VAT invoice sent to you when your order is confirmed.

Can I pay by cheque?

Yes you can. If you would like to pay by cheque just give us a call on 01524 848382 and we will be happy to help you make payment this way.  Please note, we can only send your order to production once the cheque payment has cleared (other than for trade account customers).

Can I get a discount for ordering large amounts?

At Custom Medals Direct we pride ourselves on offering very competitive prices and are always happy to discuss volume discounts where appropriate.  For those that are looking for high volume or regular repeat orders or trade terms, please contact our Customer Service team on 01524 848382 or email sales02@webproductsdirect.com for a highly competitive quote.

What if I have a problem with my order?

If for any reason you are not entirely satisfied with your order when you receive it please contact our customer services department via email sales02@webproductsdirect.com stating your company name and order number. Your satisfaction is our main focus and we will do whatever we can to resolve any problem you may have.

Will I get a VAT invoice?

As soon as you have placed an order with us we will send you an order acknowledgement email and an invoice will be sent to you showing VAT details.

Do you add the VAT at checkout?

Yes. VAT will be added at checkout and displayed clearly on the invoice we send you. If you are VAT exempt, or you are ordering from overseas we can arrange a vat exempt invoice if applicable.

How long will it take to receive my order once approved?

Your order will take approximately 12 working days to produce. High volume orders may take additional manufacturing time. If you have a promotion or event date please contact us and we will let you know if we can meet your preferred date.

How can I track my order?

We will keep you updated with your order via automated emails, As soon as your order is ready to post to you our courier DPD will send you either an email or text message to let you know the delivery day and time.

Do you ship outside of the UK?

Currently, this is not an option on our website. However, if you call or email us with the full delivery address we will happily send you a quotation for the delivery cost.