Frequently Asked Questions

All Jigsaw Puzzles - Common questions answered

Q: What are your office opening hours?

A: 08:30 - 17:00 (UK time) Monday to Friday.

Q: How much is delivery?

Q. When can I expect my order to arrive?

Q: Can I cancel my order? 

A: Once you have placed an order, we unfortunately cannot cancel it at this time, unless your item has gone out of stock. Once your order is in dispatch we cannot stop it, however if you no longer want your order, please refuse the delivery and it will be sent back to us. Once we receive the return we will contact you to confirm you no longer want this order and we will refund you. 

Q: My shipping address is incorrect on my order, can I change it?

A: We may be able to change the shipping address for you before your order leaves us, however if your order has already been shipped this is out of our control. Please contact us as soon as possible if your shipping address is incorrect and we will do our best to change it. 

Q: Who delivers my order?
A: We use either Parcelforce or FedEx. 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. As well as using US partners we ship around the globe from our warehouse in Devon, UK. We've been doing this for decades and have built up relationships with couriers worldwide to ensure that your order gets to you quickly - but please allow 10 working days from shipment for it to reach its destination.

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

Q: How much is UK delivery?

A: Postage and packing is FREE on all UK orders over $25 ($3.99 below $25). As you checkout the shipping options will be clearly displayed. You can opt to pay $3.99 and have your order sent standard shipping or $8.99 for a tracked FedEx shipping service.

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 +44 1837 811317, 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 +44 1837 811317. 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 +44 1837 811317. Our UK office hours are 8.30 am - 5.30 pm (GMT) 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. Since VAT is not applicable on sales to Non EU member countries our online shop automatically removes VAT from your order during checkout. Please note that some Non EU countries may charge import Duty or other Taxes which cannot be accounted for by our website. Customers in Non EU countries should note they are directly responsibility for the full payment of any further TAX or Import Duty incurred as goods are delivered.

Q. I received my jigsaw only to find that there were pieces missing.
A. All Jigsaw Puzzles is 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 30 days of receipt of your purchase(s) either by e-mailing or telephoning +44 1837 811317.

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.