Frequently Asked Questions.

Q:- How much is delivery?

A:- Standard Royal Mail Tracked delivery is £3.50 on any in stock items or FREE on orders over £50. Please see the Delivery page for full details and exclusions. 

Q:- Who delivers the order?

A:- We use Royal Mail Tracked to deliver the majority of our orders.

Q:- How long is Delivery?

A:- We always try to despatch next working day. Standard Tracked 48 delivery is approx 2-3 days. This is a guideline set from the courier and obviously can vary slightly.

Q:- How is the order packaged?

A:- All orders are sent well packaged in a box. We use either bubble wrap, brown paper and void fill where appropriate to make sure your item arrives in good condition. The box can be recycled and we would suggest you give all packaging materials to a local small business to reuse if you have no use for them rather than throw them away. We do not use plastic pouches for delivery as they will not give adequate protection to goods and they cause unnecessary waste. 

Q:- What is the Hold-Build a Box delivery option?
A:- This option allows you to build your own box by ordering 1/2 items at a time without a postage charge. The items are then held with us until further items are added and the total box value reaches £50+. Once the box value reaches £50 we will despatch the entire order.

Q:- Do you send international orders?

A:- No, sorry but at this time we only send within the UK mainland.

Q:- Can I collect my order?

A:- If you would like to collect items from our shop please email us with your requirements and we can then arrange a suitable day/time for collection. 

Q:- Has my order been accepted?

A:- Once you complete the order you will receive an automated email from the website to confirm the details. This is usually sent within a few minutes but can take longer. Please check your other email folders if not received as some servers filter these out. If you have a hotmail/outlook/Microsoft address then their filters are occasionally blocking all emails. If you need to confirm your order please use the Contact Us Page. 

Q:- What payment do you accept?

A:- We accept payment via PayPal or Credit/Debit Card. Card payments are processed securely via EKMPay.

Q:- Is the website/my details secure?

A:- Yes our website host platform is 100% secure and fully PCI compliant, note the padlock in the address bar above. Your payment is processed by PayPal/EKMPay and we do not have any access to those details.

Q:- Are the items offered New?

A:- Yes, everything on the website is brand new, sealed (if applicable) and purchased direct from the manufacturer or official distributor.

Q:- What is a Pre-Order?
A:- A product labelled Pre-Order in the title is an item that is available to purchase but it’s not yet arrived in stock. This is something we occasionally offer with New Release items a few weeks before delivery is expected. It allows us to gauge demand for a product and allows you to order knowing your order will be picked and despatched as soon as the stock arrives with us. Please note release dates are subject to change by the manufacturer of which we have no control. If ordering in stock items with pre-order items then the whole order will be held until the pre-order items arrive. 

Q:- Can I order over the telephone? 

A:- No sorry, all orders must be placed via the secure website.

Q:- Can I return my order?

A:- Yes if you change your mind you can return your order within 14 days. The items must be unopened and in the same new condition. You are responsible for return postage cost and to keep proof of postage. 

Q:- What can I do if my puzzle has a missing piece?

A:- It’s very unusual for a new puzzle to have a missing piece. We are a puzzle retailer and not the actual manufacturer so if this does happen we would ask you to firstly contact the manufacturer for guidance. Some manufacturers will offer a direct replacement to the customer. If that does not bring a satisfactory solution then please then contact us for advice.