FAQ – Shipping

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

Do you ship internationally?

Yes, absolutely! We use both Royal Mail for small items and a courier service for heavier items as well as express shipping.

How long will it take to get my package?

We will make every effort to ship your purchase the same day if you order before 3PM through Royal Mail; if you order before 11AM GMT via courier, we will make every effort to book your order into collection for the same day. While we endeavour to ship orders the same business day, orders can take up to five business days to ship.

What is the difference between post and courier?

We use a courier service to ship our heavier items (e.g. FedEx or TNT). We can recommend using a courier service for express shipping when the postal service is experiencing delays or problems. The postal service is typically less expensive, whereas the courier service is slightly more expensive but faster and more reliable.

How can I track my order?

When your item is shipped, you will receive an order note from our website along with your tracking link, indicating that your order was dispatched using the delivery method you selected when you placed your order. If your order was dispatched by courier, you will receive notification from the courier as well as an order note on our website. If you are unable to locate a message or email containing your tracking information, please contact us and a member of our team will investigate.

I need my order urgently, what can you do?

If you require urgent delivery, our team will do everything possible to expedite your order by using a courier service, which is typically faster and more reliable; however, the price may be slightly higher. Please contact us and we will advise you on the best shipping rates.

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

If your order takes more than 7 days to arrive after it has been shipped, please contact us as soon as possible so that we can get more information on where your item is. When we have more information, we will send you an email with recommendations on what to do next. If your item is held in customs, we won’t be able to do anything until customs contacts you.

Are you environmentally conscious?

Yes, absolutely! All of our products are now packaged in environmentally friendly packaging. The boxes are made from foam that we cut ourselves, and the waste is used to protect your puzzle! Furthermore, we make it a point to recycle all of our office waste.

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