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Frequently Asked Questions

All Jigsaw Puzzles - Common questions answered

Q: When is your last ordering date for UK Christmas delivery?
A: To ensure your orders arrive in time for Christmas day please place your order before our Christmas cut off dates for each delivery option:

Free Economy delivery:               Saturday 16th December midday
Royal Mail 1st class:                       Monday 18th December midnight
Tracked 24:                                      Tuesday 19th December 10am
UK Courier:                                      Tuesday 19th December

For all other destinations please see our Delivery Rates & Charges page.

Q: What are your office opening hours?

A: 08:30 - 17:00 Monday to Friday.

Q: How much is UK delivery?
A: FREE - Postage and packing is FREE on all UK orders over £15 (£1.95 below £15). As you checkout the postage options will be clearly displayed. You can opt to pay £2.95 and have your order sent 1st class or £4.95 for a signed next working day delivery (order before 13:30).

Q: Who delivers my order?
A: We use either Royal Mail or Parcelforce. All standard jigsaw puzzles are dispatched within 1 working day (personalised jigsaw puzzles take a few days to print, cut and dry before they can be sent) Please see our shipping details.

Q. When can I expect my order to arrive?
A. See our delivery times.

Q: Can I get my order tomorrow?
A: We dispatch all standard jigsaws and accessories within 24hrs of ordering (Mon- Fri). Orders to the Scottish Highlands and outside the mainland UK do take longer to arrive.

Q. Will all my items arrive together?
A. We will always attempt to have all your items sent in one despatch, however, it may be necessary depending on the selection of jigsaws you have bought, to mail them separately. In these cases we’ll make sure that your despatch note advises you! You will only be charged for a single delivery even if we send your order separately.

Q If I order more than one personalised map jigsaws of the same type how can I tell which puzzle is which?
A.To identify each puzzle please open up each box, loose inside the box you will find a small piece of cardboard that contains the centre information for that particular puzzle.

Q. Can I collect my order from All Jigsaw Puzzles?
A. Yes, although we operate primarily as a mail order company, customers are welcome to collect their own orders directly from us at our Hatherleigh, Devon premises. Please always phone in advance so that we can check that stock is available. Please note that our London office does not hold any stock.

Q. Do you offer international shipping?
A. See our shipping details.

Q. How will I know if my order has been processed?
A. We will e-mail you an order acknowledgement within 24 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 01837 811 317, 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’ve just placed an order, but would like to change some of the details.
A. If you have just placed an order, please e-mail, or telephone our Customer Services team on 01837 811 317. As our personalised jigsaws are individually made and tailored to your requirements, we cannot guarantee to make a change if we are notified more than 24 hours after receipt of order.

Q. Can I place an order by Telephone
A. Yes. You can place an order by Telephone, by calling us on 01837 811 317 . Our office hours are 8.30 am - 5.30 pm Monday to Friday and we can accept payment by VISA/MasterCard and American Express Cards.

Q. How can I pay for my order?
A. We accept the following: PayPal and credit/debit cards: VISA, MasterCard, American Express and Maestro.

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 and European 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 our customer services

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 purchase(s) either by e-mailing or telephoning 01837 811 317.

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.