Delivery & Returns
Delivery Times
Goods will be despatched to you via Royal Mail. Please allow 7 working days for delivery within the UK. If you have not received your goods after this time, please contact us.
Tracked 48 Delivery – average delivery time 2-4 working days via Royal Mail. Fully tracked service with delivery updates.
Tracked 24 Delivery – average delivery time 1-2 working days via Royal Mail. Fully tracked service with delivery updates.
Special Delivery Next Day – delivered next working day by 1pm by Royal Mail.
A note about next day delivery: All orders placed for special delivery before 3pm Monday-Friday will be despatched same day for delivery on the following working day. Any orders placed after 3pm on a Friday or at any point over the weekend will not be despatched until the following Monday and delivered on Tuesday.
We may also at our discretion use couriers to deliver larger orders and you will be notified of this on despatch of your order.
A note about Safe Places: If you have a safe place location on your property where your parcel can be left if you aren’t at home, please do let us know in the ‘notes’ section when placing your order. You can also let us know if you have a preferred neighbour to leave your parcel with if you are not at home. Please note that due to the nature of our packaging the safe place must be in a sheltered and dry location. If we deem your allocated safe place to be unsuitable or insecure, we will not include the details on the parcel.
We usually despatch all orders within 24 hours and on many occasions dispatch is same day Monday-Friday. All orders are shipped in a cardboard packing box with protective packaging to prevent damage in transit.
Please note delivery and despatch times may vary during busy periods or in exceptional circumstances.
A note about backordered products: Please note when placing an order containing a backordered product that your order will not be despatched until ALL items in your order are in stock. We do our best to provide estimates on product releases dates and availability but these can also be subject to change which is out of our control. If you do not want your order to be delayed by a backordered item then please order the backordered item/s separately.
Please note that preorder and backorder products cannot be cancelled or amended once an order has been confirmed.
Shipping Charges
Tracked 48 shipping via Royal Mail is FREE within the UK mainland on all orders over £60. All other UK orders below this amount are charged at £3.99.
There are also options available during checkout to upgrade to our Tracked 24 or Next Day delivery service if you require your order more quickly or prefer your order to be fully tracked. Prices will be calculated based on the weight and size of your order at checkout.
Outlying Areas, Highlands & Islands: please note if you require larger/heavier orders [including all porta puzzle boards] to be sent to a postcode which our courier considers to be an outlying area your order may be subject to a delivery surcharge. If your order is affected by this, you will be contacted with the amount due or given the option to cancel your order. Small orders which can be sent via Royal Mail are not affected.
International Delivery: if you would like to know postage costs to your country please email us a list of the puzzles you would like and the full shipping address and we will get back to you with delivery options.
Returns
If a puzzle unfortunately gets damaged in transit, please report it to us along with photographic evidence within 30 days of receipt.
If there are any quality issues with any puzzles please do let us know at any point, there is no time limit, and we will do everything in our power to rectify any issues and provide a suitable replacement and/or refund if a replacement or other solution cannot be found.
If you change your mind, please notify us of a return of non faulty goods within 14 days of receipt for a refund. The product will then need to be returned within 14 days of you notifying us of your intent to return. The cost of the goods will be refunded along with the original standard postage, so long as the goods are still in the condition that they left our warehouse in. If a puzzle was part of a multiple puzzle order then no original postage will be refunded. The return postage will not be refunded. Please ensure any returns are packaged well – if possible use the original packing box. If the puzzle is damaged in transit then we will unfortunately have to refuse the return and will be unable to provide a refund and the buyer will need to pay postage to have the puzzle returned to them. We are no longer able to offer exchanges for change of mind returns.
If you have a problem with the product, please contact us before you return the item, either by phone or email.
