FAQ – Shipping

To help you, we’ve compiled a list of some of our most frequently asked questions.

Do you ship internationally?

Yes, absolutely. Our international customer base is the most common. We use Royal Mail for smaller packages and a courier service for larger items; we also offer express shipping at checkout if you need it faster.

How long will it take to get my package?

We aim to ship orders within 5 to 7 days for the UK and worldwide, but we may ship them sooner depending on stock levels. UK shipments via Royal Mail can take 1 to 2 days to arrive, while international shipments via Royal Mail can take up to 5 to 7 working days to arrive, depending on customs. Express courier typically takes 1 working day for UK deliveries and 2 to 4 days for international deliveries.

Pre-ordered items can take longer to process, we’ll ensure to keep you updated via order status emails.

What is the difference between post and courier?

We frequently use Royal Mail postal service to ship smaller packages, which is usually less expensive, whereas courier services are more expensive and collect and deliver shipments in the shortest amount of time.

How can I track my order?

You will receive an order note from our website with the subject “awaiting shipment” when your order is prepared to be shipped. You will receive an order notice indicating that your order has been “completed” once it has shipped. If your order was shipped via Royal Mail, you will receive a tracking link directly from the website. If you chose a courier service, however, you will receive a tracking link from the delivery firm.

Please check your spam folder or contact us so that a member of our team can look into it for you if you can’t find a message or email containing your tracking information.

I need my order urgently, what can you do?

If you require urgent delivery, we offer express shipping via courier at checkout. Please contact us and we will place your order onto our priority list; our team will do everything possible to ship your order as soon as possible.

What should I do if my order hasn’t arrived yet?

Should your order take longer than 2-4 days in the UK or more than 2 weeks internationally, please contact us as soon as possible and we will investigate where your order is, contacting the shipper if necessary. Once we have more information, we will email you recommendations on what to do next. In the event that your item is held by customs, we won’t be able to do anything until customs contact you directly. Please be aware that you are responsible for any customs or duty fees due to your country’s customs and revenue.

Are you environmentally conscious?

Definitely, yes! For all of our products, we now use environmentally friendly packaging. We also recycle all of our office waste, which is utilised to protect your puzzle from the waste left over from cutting the foam into the boxes.

How long can my shipping address be?

We recommend that your shipping address contain no more than 2 lines and 32 characters. There is a character limit when we book your order, if you can shorten your address, it will be of significant help. Please contact us if this is not possible and we will do our best to help.

Have we covered everything you needed to know? Please do not hesitate to contact us if your question has not been answered.