Frequently Asked Questions
Delivery Related FAQs
How much is UK delivery?
Postage and packing is FREE on all UK orders over £60 otherwise if less than £60, £3.99 for standard delivery (2 working days) or £6.99 for express delivery (1 working day).
When can I expect my order to arrive?
All orders are dispatched within 24 hours (Mon-Fri) and our standard delivery will have your order delivered within two days or our express delivery will have your order delivered in one day.
Can I get my order tomorrow?
Our express delivery service
Can I collect my order from All Jigsaw Puzzles?
Not at this time. For your own safety and the safety of our staff this is not permitted.
Do you offer international shipping?
Yes, we deliver to more than 20 countries. You can view a list of all countries we deliver to on our shipping page.
How will I know if my order has been dispatched?
We will send you an email to let you know that your puzzle has left our warehouse and is on the way to you. All UK orders will get tracking information from the courier. Please allow 24 hours from receiving your dispatch email for tracking to be made available. Order in stock items before 2pm and we’ll dispatch your order on the same day!
Will all my items arrive together?
We will always attempt to have all your items sent in one dispatch, however, it may be necessary depending on the selection of items you have purchased to deliver them separately. In these cases we’ll make sure that your dispatch note advises you.
If you have ordered a 'Pre-order' puzzle alongside an 'in stock' puzzles we will dispatch them once the pre-order puzzle has arrived in stock. You will be advised of a due date on the pre-order puzzle page and notified via email once dispatched.
You will only be charged for a single delivery even if we send your order separately. If one of your items has gone out of stock, we may send part of your order and send the rest once we receive the stock.
Customer Service FAQs
What are your office opening hours?
08:30 - 17:00 Monday to Friday.
How will I know if my order has been processed?
We will email you an order acknowledgement within 24 hours, but please do check your spam/junk in case it has filtered into here! If you haven’t received an email, please get in touch with our customer services team at orderhelp@alljigsawpuzzles.co.uk.
I placed an order and I’m sure my payment was accepted, but I’ve had no confirmation from you.
Our system will automatically confirm jigsaw puzzle 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. Send us a message via our contact page and we will get this sorted out for you.
I’ve just placed an order, but would like to change some of the details.
If you have just placed an order, please email orderhelp@alljigsawpuzzles.co.uk if you need to make any changes.
Can I cancel my order?
We understand that plans can change. If you'd like to cancel your order, please contact us as soon as possible.
If your order has not yet been processed or dispatched, we'll do our best to cancel it. Once an order has been dispatched, it can no longer be cancelled, but you may still be able to exercise your statutory right to withdraw and return the item for a refund in accordance with our Returns Policy.
For customers in the UK and EU, most standard products can be cancelled or returned within the statutory cooling-off period. Please note that you must notify us of your decision to withdraw within 14 days of receiving your order and return the goods within the required timeframe.
Personalised or custom-made products are made specifically for you and cannot be cancelled once production has begun. This does not affect your statutory rights if the item is faulty or not as described.
My delivery address is incorrect on my order, can I change it?
We may be able to change the delivery 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 delivery address is incorrect and we will do our best to change it.
Can I place an order by telephone?
Yes, you can order over the phone.
Our phone lines are open between 9:30 - 16:00 Monday to Friday excluding Bank Holidays.
Please call 01837 811317 to order.
How can I pay for my order?
We accept the following methods of payment:-
- PayPal
- Credit/Debit cards (VISA, MasterCard, American Express and Maestro).
- Shop Pay
- Google Pay
How secure are my details?
Our website provides a 100% safe shopping checkout experience with a Shopify powered high-performance PCI DSS v4 compliant checkout.
I received my jigsaw only to find that there were pieces missing.
Through our website we sell jigsaws that we make in our factory in Devon, but we also supply jigsaws from jigsaw puzzle manufacturers such as Jumbo, Gibsons or Ravensburger.
It is very unusual to find pieces missing, but if the product is produced in our factory, we will replace it. If it is from a third party manufacturer we will help you as much as we can.
Please contact our customer services team to report any issues such as this.
Can I return my order?
If you are not entirely satisfied with your purchase then please contact us by emailing orderhelp@alljigsawpuzzles.co.uk.
By mistake, I have ordered two copies of the same jigsaw. Am I able to return one of these to you for a refund?
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.
I have received my jigsaw order and you have sent the wrong puzzle.
This very rarely happens, but on the odd occasion if it does, please contact our customer services team with your order reference number and we will swiftly resolve the problem.
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 team and they will arrange a refund or replacement.
I have a complaint about my order; what can I do?
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.
General FAQs
If I order more than one personalised map jigsaws of the same type how can I tell which puzzle is which?
If you have ordered a personalised puzzle recently, to identify each puzzle please open up each box. You will find the guide print for your puzzle with a unique code on it.
If you have ordered multiple items you can distinguish the different puzzles by your dispatch note and the personalised addresses will correspond with order no -1 / -2 on your dispatch note.
Do your prices include VAT?
All our prices are inclusive of VAT, where applicable.