All Jigsaw Puzzles - Common questions answered
Q: What are your office opening hours?
A: 08:30 - 17:00 Monday to Friday.
Q. When can I expect my order to arrive?
Q: Can I get my order tomorrow?
A: We dispatch all standard jigsaws and accessories within 24hrs of ordering (Mon- Fri). Orders to the Scottish Highlands and outside the mainland UK do take longer to arrive. During this busy time, orders may take slightly longer to be dispatched.
Q. Will all my items arrive together?
A. We will always attempt to have all your items sent in one dispatch, however, it may be necessary depending on the selection of jigsaws you have bought, to mail them separately. In these cases we’ll make sure that your dispatch note advises you! You will only be charged for a single delivery even if we send your order separately.
Q. Do you offer international shipping?
Q. How will I know if my order has been processed?
A. We will e-mail you an order acknowledgement within 24 hours, but please do check your spam in case it has filtered into this section! If you haven’t received an e-mail, please contact our Customer Services team on 01837 811 317, and they will check that we have received your order.
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. I placed an order and I’m sure my payment was accepted, but I’ve had no confirmation from you.
A. Our system will automatically confirm jigsaw orders to the email address you enter when ordering online. If an email address is entered incorrectly, we will be unable to confirm your order. Send us a quick note on our contact us
page and we will sort this out for you you.
Q. I’ve just placed an order, but would like to change some of the details.
A. If you have just placed an order, please e-mail firstname.lastname@example.org
, or telephone our Customer Services team on 01837 811 317. As our personalised jigsaws are individually made and tailored to your requirements, we cannot guarantee to make a change if we are notified more than 24 hours after receipt of order.
Q. Can I place an order by Telephone
A. Yes. You can place an order by Telephone, by calling us on 01837 811 317 . Our office hours are 8.30 am - 5.30 pm Monday to Friday and we can accept payment by VISA/MasterCard and American Express Cards.
Q. How can I pay for my order?
A. We accept the following: PayPal and credit/debit cards: VISA, MasterCard, American Express and Maestro.
Q. How secure are my details?
A. Our website provides 100% safe shopping
Q. Do your prices include VAT?
A. All our prices are inclusive of VAT, where applicable.
Q. I received my jigsaw only to find that there were pieces missing.
A. Through our website we sell jigsaws that we make in our factory in Devon, but we also supply jigsaws from jigsaw puzzle manufacturers such as Jumbo, Gibsons or Ravensburger. It is very unusual to find pieces missing, but if the product is produced in our factory, we will replace it. If it is from a third party manufacturer we will help you as much as we can! Please contact our customer services
Q. Can I return my order?
A. If you are not entirely satisfied with your purchase then please contact us within 14 days of receipt of your purchase(s) either by e-mailing email@example.com
or telephoning 01837 811 317.
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?
A. Yes, we are happy to receive jigsaws back that have been ordered by mistake and we will refund the purchase price provided that we receive the jigsaw back in good condition to enable us to put it back into stock.
Q. I have received my jigsaw order and you have sent the wrong puzzle.
A. This very rarely happens, but on the odd occasion if it does, please contact our customer services
with your order reference number and we will swiftly resolve the problem.
Q. My goods are faulty; how do I arrange a replacement?
If you receive goods that are faulty or are incorrect then please contact our customer services
and they will arrange refund or replacement.
Q. I have a complaint about my order; what can I do?
A. If you are not satisfied with your order or the level of service you have received please contact our customer services team
; we always welcome feedback from our customers.
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.
Therefore we are confident that our jigsaws are as safe as they can be. If you are still concerned, wait for 72 hours before starting the jigsaw. The World Health Organisation have advised that viruses do not normally survive longer than this outside the body.
For more covid-19 updates, please see our statement page.