FAQ's
- Sam Lowes
- Sep 8
- 6 min read
Updated: Sep 18
If you’re new to Crystal Galleries, or you just want fast answers - this FAQ covers artwork, lead times, ordering, engraving films, maintenance, shipping and more. It’s written for busy customers (engravers, trophy retailers and distributors) who need clear guidance and predictable outcomes. Bookmark it and share with your team.
Ordering & Lead Times
What artwork do you require to engrave a logo or crest?
Best: vector files with fonts outlined (AI, EPS, PDF, SVG).
Also accepted: high-resolution bitmap artwork (ideally 600 dpi) for photoresist; CMYK artwork for full-colour UV print.
Good practice: keep line weights ≥0.25pt for sandblast, supply Pantone refs for colour and send the brief (size, position, finish). Unsure? Send what you have and our team can advise.
What is the standard lead time for plain glass orders?
Plain glass typically despatches the same business day if the order and payment clear by our cut-off; otherwise next business day. Peak season or very large orders may extend this.
What is the standard lead time for engraved orders?
Standard turnaround is 7–10 working days from artwork approval. If you need faster, ask about express options (often 2–3 working days depending on method and quantity).
Do you have a minimum order quantity?
No. We’re set up for flexibility, order the quantity you need.
We’d like to order, how can we purchase from you?
Online: place plain stock order orders via our site 24/7.
By team: email the sales desk with SKUs and your artwork.
POs: yes send purchase orders with your account number.
(If you’re new to us, open a trade account and we’ll get you set up.)
Artwork & Decoration
Can you create a mock-up for my client?
Yes. Send the logo, product SKU and any notes (size/position/finish). We’ll supply a white-label visual you can forward to your client.
Can you match Pantone colours on glass?
We’ll match as closely as the substrate allows. On UV print we use spot white underlays and density testing to get within tolerance on most glass surfaces. For sandblast (frosted), colour infill is matched to Pantone where feasible.
Can you mix decoration methods on one award?
Yes, common pairings are sandblast for the main mark with UV print for colour accents. We’ll advise on sequencing so edges stay crisp.
Do you keep my artwork on file?
Yes. We archive approved artwork to speed up repeat orders and ensure consistency.
Do you engrave customer-supplied glass?
Typically yes, there are exceptions that we physically can't produce, but speak to our team and we can usually find a solution that works for your customer.
Shipping, Packaging & Accounts
Do you drop-ship to my client?
Yes. We send out shipments out plain cover with our couriers so the customer doesn't know its come from us.
Can you split an order to multiple addresses?
Yes. Provide the split, addresses and deadlines, we’ll handle multi-ship with scan checks to prevent mix-ups.
What packaging options do you offer?
Standard protective packaging is included. Gift boxes/satin-lined boxes are available on many items, ask for options per SKU.
What if something arrives damaged?
Report within 48 hours with photos of the product and packaging. We’ll replace or credit according to our trade policy.
Do you offer credit accounts and what are your payment terms?
Yes, subject to approval. Standard terms apply for trade accounts; pro-forma is available.
Do you deliver outside the UK?
Yes, export options are available. Tell us destination and we’ll quote shipping and documentation to take another job off your hands.
Engraving Equipment & Films
What is the problem when abrasive is “spitting” from my engraving gun rather than coming out in a constant flow?
Most common culprits:
Pick-up pipe height/position incorrect - adjust and test until flow stabilises.
Pick-up pipe blockage/wear - clean or replace.
Moisture in airline - check dryer/filters.
Wrong media or low hopper level - top up; ensure correct grit size.
Worn nozzle/air-jet - replace; worn parts waste media and reduce cut quality.
What regular maintenance do I need to perform on my Trophy Master Engraving Machine?
Isolate power before maintenance.
Empty & recycle abrasive: open rear hatch into a bucket, sieve and return.
Gun care: inspect/clean pick-up pipe, nozzle, air-jet; replace when worn.
Cabinet checks: seals, viewing film, gloves, lights, dust extraction.
Tip: logging nozzle changes helps you spot usage spikes before quality drops.
What is the difference between the standard Engraving Cabinet and the Flat Glass Engraving Cabinet?
The Flat Glass Cabinet has a rear/side flap (approx. 65 mm) to feed panels/plaques through while blasting. The standard cabinet is a closed box for items that fit fully inside (tumblers, vases, awards).
Where can I get information about film application?
Use our Downloads/Help resources for step-by-steps (cleaning, application, blast settings). We also host video demos for RapidMask and washout films (flat and curved glass). Or speak to our film specialist Michaela who will be happy to assist michaela.ohalloran@crystalgalleries.co.uk
What film can I use if I want to colour infill my engraving?
For shallow colour rubs, RapidMask (no-washout) works well. For deeper cavities that hold paint/paste more robustly, use a thicker washout film (e.g., R-series) and blast to depth before infilling with suitable pastes (e.g., wax/paint infill systems).
What is the best film to use if I need to engrave deeply?
Pick a higher-resistance stencil:
R3/R5-type washout films for strong, deep cuts.
RapidMask 4 mil (or double-layer where appropriate) for convenience plus extra durability.
Depth depends on substrate, curvature and air pressure, test a small area first.
How long do I need to expose RapidMask film for?
It depends on your UV exposure unit, bulb age and film thickness.
If your unit was supplied by us, ask for the recommended time for your model.
Otherwise, start with the manufacturer baseline and run a step-test to dial it in. (Typical starting points on common units are ~30–60 seconds.)
Product, Stock & Sustainability
Do you have clearance products?
Yes, check our Clearance section for end-of-line/discontinued items. Quantities are limited and change frequently.
How do I check stock and pricing?
Log into your trade account for live stock indicators and pricing, or contact the sales desk with SKUs and required quantities.
Do you offer recycled or eco options?
Yes, ask about our 100% recycled acrylic awards and eco packaging options on selected lines. We’ll help match the eco story to your brief.
Are engraved glasses dishwasher-safe?
Sandblasted items are durable; we still recommend gentle wash cycles and avoiding harsh abrasives. High fire printing is also safe for dishwasher cleaning. Colour infill should not be washed to protect the finish and colour.
Find Us Online
Where can I find you online?
Main site: product catalogue, lead times and services
Help / Downloads: artwork specs, film guides, maintenance sheets, videos
Social: LinkedIn / Instagram / Facebook (search “Crystal Galleries”)
Equipment & films: see our Glass Engraving Supplies resources
Extra FAQs
Do you supply product images I can use in my client decks/website?
Yes, our white-label image packs and spec blurbs are available for resellers. Ask for the current pack or download from the reseller hub.
Can I collect from you instead of using a courier?
Yes, pre-arranged collections are available from our site. Confirm your order number and collection window.
What are your order cut-off times?
Plain glass typically ships same day if the order clears by midday; engraved orders start once proofs are approved.
Do you provide samples?
Yes, chargeable samples are available and rebatable against your first production order on the same SKU/finish (ask for the sample policy).
What couriers do you use and will I get tracking?
We use trusted national carriers; tracking numbers are emailed automatically when your order leaves us.
Can you help if my artwork isn’t vector-ready?
Yes, our team can redraw or simplify artwork for engraving (chargeable service, quoted upfront).
Do you sell spare parts/consumables for cabinets and guns?
Yes, nozzles, air-jets, gloves, window films, filters, hoses and abrasives are all stocked.
If we’ve missed any questions you might have, send the brief and logo and we’ll come back the same business day with the best route, finish, film and timeline included.
For deeper dives, grab the Artwork & Decoration guide and Film Application sheets from Downloads, or log in to your trade account for live stock, pricing and white-label assets. And if you want a human sanity check, the sales desk is friendly, fast and used to untangling tricky briefs.
Want to work with the UK’s leading supplier of glass and crystal blanks?
Whether you’re a trophy shop, gift engraver, corporate distributor, or just getting started, we’re here to support your business with no minimum orders, expert advice and next-day delivery.
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📧 Email: sales@crystalgalleries.co.uk
📞 Phone: 01642 225799
🌐 Website: www.crystalgalleries.co.uk