1. Who we are and what these terms cover
These terms govern the custom pieces and purchases you order from TrophyLand and the use of this site: the shop pages, the product customiser, the order form and each order's tracking page. They also govern access to our management platform by the team and invited suppliers.
Owner details:
- Owner: TrophyLand
- Email: facturacion@trophyland.es
If you buy from our online store (Shopify), the conditions published there also apply. Where they conflict with these terms, the store's conditions prevail for that purchase.
2. How to place an order
You never need to sign up or create an account to order. You can order in several ways:
- By buying from our online store: payment is taken by Shopify.
- With the product customiser: it shows an indicative price for your options and prepares a WhatsApp message with the summary. The order is not placed until we reply and confirm price, timing and payment method.
- By messaging us on WhatsApp, calling, emailing, or in person with our team.
- With the order form we send you: when you submit it you get an order number and the tracking link.
How the price is set:
- If the order is based on a quote we gave you, that quote's price and conditions apply.
- Otherwise the order is a request: we review it and confirm price, timing and payment method before starting.
You are responsible for the accuracy of the details you give us, especially the shipping address and the texts to engrave. Quotes are valid for the period they state, and each quote can be used for one order only.
3. Customisation and design approval
Each product is made to order, so before production we send you a design proposal to review on your tracking page.
- If you approve the design, the order goes into manufacturing. From that point, no further design changes can be requested.
- If you reject it, tell us what needs changing and we will send you a new proposal.
- We may also ask you to approve the finished product before shipping.
Check names, dates, spelling, colours and logos carefully before approving. We make what you approve. Errors that were visible in the approved design are not treated as defects.
Colours on screen may differ slightly from the final product depending on material and finish.
4. Your tracking link
Customers have no account with TrophyLand. You follow your order on its tracking page, at a private address that works like a key: it asks for no username or password.
- Anyone with the link can see the order status, the products, the customisation texts and the design proposals.
- They can also approve or reject designs and confirm receipt.
- The link is personal. It is meant for you and the people in your team, club or company who need to decide on the order.
Actions taken through your link are treated as yours. Do not post it on social media or in public places.
If you think someone without permission has access, email us at facturacion@trophyland.es as soon as possible.
The Privacy Policy explains what the page shows and how we protect it.
5. Files and content you send us
When you send us logos, images, texts or other files:
- You confirm you have the right to use them and to have them reproduced, for example the rights to crests, trademarks or photographs.
- You allow us to use them only to design, make and deliver your order, and to share them with the suppliers involved in production.
- They must not be unlawful, offensive or infringe anyone's rights. We may decline an order that does not meet these conditions.
You are responsible for any third-party claim arising from the content you provide.
Technical limits of the form: images, videos and PDFs, up to 25 MB per file and 10 files per order.
The design proposals we prepare are for your order. Do not use them to have the same product made elsewhere without our permission.
6. Price and payment
Prices include applicable VAT unless stated otherwise. The price, shipping costs and payment method are those in your quote, in the online store, or those we confirm with you before starting the order.
We may ask for full or partial payment in advance before production starts. If you ask for an invoice, we issue it with the details you give us.
7. Timing, shipping and delivery
The lead times we give are estimates, because they depend on design approvals and manufacturing. If a lead time slips, we will let you know.
We ship with carriers such as Correos or SEUR. We give you the tracking number on your tracking page and by email.
Check your order when it arrives. You can confirm receipt from your link. If the parcel arrives damaged, tell us as soon as possible, with photos if you can.
8. Cancellations, withdrawal and warranty
Personalised products are excluded from the 14-day right of withdrawal (Art. 103(c) of the Spanish consumer protection law, implementing Directive 2011/83/EU). So once the design is approved, the order cannot be cancelled or returned because you changed your mind.
You can ask to cancel before approving the design. In that case we may charge for design work already done, if we told you so beforehand.
If, as a consumer, you receive a product that is defective or does not match the approved design, the legal guarantee of conformity applies. Email us at facturacion@trophyland.es and we will repair it, replace it or refund you, as appropriate.
9. Staff and suppliers with platform access
The management platform (/admin) is not for customers. Only the TrophyLand team and the suppliers we invite by email can sign in; nobody can sign up on their own and sign-in attempts from emails that were not invited are refused. If you have access:
- Your access is personal: do not share it.
- Use customer and order data only for the work we have assigned you.
- Keep that data confidential and do not store or share it outside the platform beyond what is necessary.
External suppliers process that data as data processors on TrophyLand's behalf. We may remove access at any time if it is misused or when the collaboration ends.
10. Acceptable use
You must not:
- Submit fake orders or use the form for spam.
- Try to access orders that are not yours, or the management platform without an invitation.
- Interfere with the site.
- Use these pages for unlawful purposes.
We limit the number of submissions to prevent abuse.
11. Liability
We are liable for our products and services as the law provides. We are not liable for damage caused by incorrect details you gave us, by designs approved with errors, by misuse of your tracking link, or by site outages beyond our control.
Nothing here limits your statutory rights as a consumer.
12. Changes to these terms
We may update these terms. Each order is governed by the version in force when it was placed. The date at the top shows the latest version.
13. Governing law and complaints
These terms are governed by Spanish law. Consumers may bring claims before the courts where they live. Other customers must bring claims before the courts where TrophyLand is based.
Before making a claim, please email us at facturacion@trophyland.es: we will try to resolve it with you. You can also contact the consumer affairs services of your region.
14. Contact
For any question about these terms or your order, email us at facturacion@trophyland.es.