Q: What are your opening hours?
A: The website office is open Monday to Friday 9.00am - 4.00pm.
Q: How much is UK delivery?
A: Our postage and packing is FREE on all UK orders over £25 (£2.99 on orders below £25). As you checkout the postage options will be clearly displayed.
Q: Who delivers my order?
A: We use either MyHermes for all our deliveries in the UK. Please see our shipping details for further details.
Q. When can I expect my order to arrive?
A. We try to dispatch all orders received before 3.00pm on the same day (Monday-Friday). Most orders are delivered within 2-3 days.
Q. How will I know if my order has been processed?
A. We will e-mail you an order acknowledgement within 48 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 07867 840703, and they will check that we have received your order.
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.
Q. I have just placed an order but would like to change some of the details.
A. If you have just placed an order, please e-mail email@example.com, or telephone our Customer Services team on 07867 840703.
Q. How can I pay for my order?
A. We accept PayPal and credit/debit cards: VISA, MasterCard, and Maestro through our secure payment system.
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. We are not a manufacturer of these types of jigsaws, but a distributor of all the major UK brands. It is very unusual to find pieces missing, but some manufacturers offer a piece replacement service and we help our customers wherever possible to resolve their problems. Please contact either our customer services or the manufacturer listed below.
Gibsons puzzles missing pieces - https://gibsonsgames.co.uk/pages/contact-us
Ravensburger puzzle missing piece - https://www.ravensburger.org/uk/service/replacement-parts/index.html
Falcon or Jumbo jigsaw missing pieces - https://www.jumbo.eu/en/customer-service/
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 order either by email: firstname.lastname@example.org or telephoning 07867 840703. Please note that all jigsaws must be in their original packaging to ensure a full refund.
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.