All Jigsaw Puzzles - Common questions answered
For our covid-19 updates, please see our statement page.
COVID-19 Questions and Answers
If you have a questions about your order, returns, refunds or something else, take a look to see if any of these FAQ's can help you. We have been receiving a high volume of customer enquiry emails recently but we are working hard to answer all your queries as fast as we can. We want to say a massive thank you for how kind, understanding and supportive our customers have been during this time. If you can't find an answer to your query below, please email email@example.com and we will answer you as soon as we can.
Q: When will you be getting more stock?
A: Honestly, we can't be sure! With every company running on reduced staff and resources, our suppliers and delivery companies cannot provide set dates for deliveries. As soon as we are sure we have new puzzles in stock, we will inform you through email, social media and our website. If you want to be the first to know when new puzzles arrive, join our Very Important Puzzlers Facebook group to be notified first!
Q: Where is my order?
A: If you have ordered a jigsaw puzzle from us during the pandemic, please be patient, we are working as hard as we can on skeleton staff. If, in the unfortunate event the puzzle you have ordered cannot be delivered to you for any reason, our customer services team will be in touch with options for you. At the moment, we are asking customers to allow 5-10 working days for their order to arrive. This doesn't include weekends or bank holidays.
Q: I have only received part of my order, when will I receive the rest of it?
If for any unfortunate reason we cannot get part of your order to you, we will let you know if your order has been spilt by emailing you. If you are waiting for an All Jigsaw Puzzles own range puzzle that has gone out of stock, we will make this to order for you as quickly as we can, however please allow up to 14 days for this.
Q: Why hasn't anyone from customer services got back to me yet?
A: Our customer services team has been reduced to a third of it's normal staff and has been receiving more enquires than ever. We have caught up at the moment but some days we may run a little behind. Please bear with us. If you have an urgent question, please get in touch over our social media channels where our Marketing team are stepping in to help.
Q: Can I cancel my order?
A: Once you have placed an order, we unfortunately cannot cancel it at this time, unless your item has gone out of stock. Once your order is in dispatch we cannot stop it, however if you no longer want your order, please refuse the delivery and it will be sent back to us. Once we receive the return we will contact you to confirm you no longer want this order and we will refund you.
Q: My shipping address is incorrect on my order, can I change it?
A: We may be able to change the shipping address for you before your order leaves us, however if your order has already been shipped this is out of our control. Please contact us as soon as possible if your shipping address is incorrect and we will do our best to change it.
Q: What is your returns policy at this time?
A: We understand it is difficult to get to the post office at the moment, especially for those who are vulnerable. During this time we have waivered our 30 days returns policy, so any returns over 30 days at this time will still be honoured a refund, as long as the puzzle or item is in a sellable condition upon return.
Q: Can I catch Coronavirus from your hand-made puzzles?
A: We manufacture jigsaws in our Devon factory and are following all government guidelines relating to COVID-19 . Staff are practicing social distancing and all workstations are disinfected regularly. The jigsaws are indeed hand made, and they are then handed over to Royal Mail who handle the parcel manually.
For more covid-19 updates, please see our statement page.
Q: What are your office opening hours?
Q: How much is UK delivery?
Q. When can I expect my order to arrive?
Q: Can I get my order tomorrow? (NEXT DAY NOT CURRENTLY AVAILABLE)
Q. Will all my items arrive together?
Q If I order more than one personalised map jigsaws of the same type how can I tell which puzzle is which?
Q. Do you offer international shipping?
Q. How will I know if my order has been processed?
Q. I placed an order and I’m sure my payment was accepted, but I’ve had no confirmation from you.
Q. I’ve just placed an order, but would like to change some of the details.
Q. Can I place an order by Telephone
Q. How can I pay for my order?
Q. How secure are my details?
Q. Do your prices include VAT?
Q. I received my jigsaw only to find that there were pieces missing.
Q. Can I return my order?
Q. By mistake, I have ordered two copies of the same jigsaw. Am I able to return one of these to you for a refund?
Q. I have received my jigsaw order and you have sent the wrong puzzle.
Q. I have a complaint about my order; what can I do?