Frequently Asked Questions

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, Klarna, and Clearpay (buy now, pay later). All payments are processed securely through Shopify Payments.

Yes! Enter your discount code at checkout in the "Discount code" field. Only one code can be used per order. See our Latest Offers page for current deals.

We process orders quickly, so please contact us as soon as possible if you need to make changes. Once an order has been dispatched we can't change it, but you have 14 days from delivery to cancel for any reason — and we extend that to 30 days as a goodwill gesture. See our Refund & Returns Policy for details.

UK: £3.97 flat rate per order, no matter how many puzzles you buy. Orders are dispatched within 1–2 working days via Royal Mail.

International: We ship worldwide! Rates vary by destination and weight. See our shipping prices page for full details. Exact rates are calculated at checkout.

Multiple items ship together in one package where possible.

UK: Usually 2–5 working days after dispatch (Royal Mail 2nd Class). We dispatch within 1–2 working days (Mon–Fri).

Europe: 5–10 working days.

USA, Canada, Australia: 7–14 working days.

Rest of World: 10–21 working days.

These are estimates — delivery times may vary during busy periods.

UK orders are sent via Royal Mail and may include tracking depending on the service used. You'll receive a dispatch confirmation email with any available tracking information.

A pre-order is a puzzle that hasn't been released yet by the manufacturer. You can reserve it now and we'll ship it to you as soon as it's available. The product page will show "Pre-Order" instead of "Add to Cart", along with the estimated release date range.

Dates are estimates provided by the manufacturer and may change. You'll receive an email update if the date changes significantly.

It's a puzzle that's temporarily out of stock with us but still in stock with our supplier — so you can order it now and we'll dispatch it as soon as our next delivery lands (usually 2–3 weeks). The product page shows "Available to order" with the expected timing.

You can cancel any time before it ships for a full refund, and if we receive stock sooner than expected we'll send it straight away.

Pre-orders: Ship within 1–2 working days of the manufacturer's release date. The estimated date range is shown on the product page and in your order confirmation.

Available-to-order items: dispatched as soon as our next delivery lands from the supplier — usually within 2–3 weeks (the exact window is shown on the product page). We send same-day once stock arrives.

Yes! If your order contains a mix of in-stock and pre-order/backorder items, we may offer to split the shipment so you receive your in-stock items straight away. You'll receive an email with the option to pay a small additional shipping fee (£3.97) for the early dispatch.

Otherwise, we'll hold the entire order and ship everything together once all items are available.

Yes — contact us any time before the order ships and we'll cancel it for a full refund. There's no obligation to keep a pre-order or backorder.

You have 14 days from delivery to cancel an order for any reason, and we extend that to 30 days as a goodwill gesture. Items must be unused and in their original condition. To arrange a return, please contact us with your order number.

Return postage is your responsibility for a change-of-mind return, and we'll refund the item price plus the original standard delivery charge. Full details are in our Refund & Returns Policy.

If a parcel comes back to us because it wasn't collected, delivery was refused, the address we were given was wrong, or customs charges weren't paid, we'll refund the price of your item(s) once it's back with us and checked, less any charge the carrier makes for returning it. The original delivery charge isn't refunded — it was already spent sending the parcel out.

We're glad to send the order out again instead if you'd prefer. As it's a second journey, the delivery charge is payable again. If you're cancelling under your 14-day right rather than simply not taking delivery, we'll refund the standard delivery charge too, as the law requires — the cost of the parcel coming back is still yours. Full details are in our Refund & Returns Policy.

If you think it came back through no fault of your own — no delivery attempted, or no card left — tell us and we'll take it up with the carrier.

If your puzzle arrived with pieces missing or damaged, that's a fault. Contact us with your order number and a photo and we'll put it right with a replacement or a full refund, at no cost to you.

If a piece has gone missing after you opened and started the puzzle, we can't replace it — we don't hold individual pieces, and nor do most puzzle shops. Some manufacturers run their own missing-piece service; get in touch and we'll point you to the right one where there is one.

Please contact us as soon as you can — ideally within 48 hours — with your order number and a photo. A quick note: light shelf wear on the puzzle box (small scuffs, a slight dent, or creases in the shrink-wrap) and marks on the outer postal box are normal and don't affect the puzzle inside, so they aren't classed as a fault. But if the box is badly damaged, the pieces or sealed bag are damaged, pieces are missing, or you've received the wrong item, we'll sort a replacement or full refund (including delivery) straight away.

Yes — every puzzle we sell is brand new and factory-sealed. We never sell second-hand, opened, or refurbished puzzles.

Each puzzle comes with the puzzle pieces and a poster/reference image where included by the manufacturer. The box itself also shows the completed image.

Yes! We stock a range of puzzle accessories including roll-up mats, sorting trays, puzzle boards, and puzzle glue. Browse our Puzzle Accessories collection.

The finished dimensions are listed on each product page under "Finished size" in the puzzle specs. Sizes vary by brand — for example, a Ravensburger 1000-piece puzzle measures 70 x 50 cm, while a Gibsons 1000-piece is 68 x 49 cm. Check our Puzzle Size Guide for a full comparison by brand.

No — you can check out as a guest. But creating an account lets you track orders, save your favourites, and get personalised recommendations.

Favourites lets you save puzzles you love to custom boards (like wishlists). You can organise them however you want and we'll notify you if a saved item goes on sale or comes back in stock. Find it via the heart icon in the top navigation.