Contact Us
Before you contact us, why not see if you can find the answer you are looking for from one of the choices below. You'll probably find all of the information that you need here!
Please note that this information is updated regularly!
1) How do I check on the status of my order?
2) How can I track my order?
3) When will my outstanding items arrive?
4) Does my order qualify for FREE delivery?
5) I have a promotional code. Where does it go please?
6) I have a promotional code. Why is it not working?
7) Is a gift wrapping service available?
8) Can I amend my order once it has been confirmed?
9) Can I place an order for delivery to another country?
10) How can I return an item?
11) Can I place my order by phone?
1) How do I check on the status of my order?
Once your order is placed you should recieve a confimation email. Please check your junk mail or spam folder if you cannot find it in your main email folder. Your confirmation email will tell you the expected delivery times for each item. Remember that our made-to-order jigsaws are sent separately, from a different supplier and do take longer. Once your order has been dispatched, you will recieve a dispatch email from us with a tracking number, to enable you to follow your order to its destination.
2) How can I track my order?
Once your order has been dispatched, we will email you a 'dispatch notification' with one or multiple tracking numbers. If your order is for a made-to-order jigsaw, your tracking number will be a mix of letters and numbers and can be tracked by visiting https://www3.royalmail.com/track-your-item#/. All other orders will have a 16 digit tracking number and can be tracked by visiting https://www.myhermes.co.uk/track#/
'Dispatched' means that we have handed over your order to the courier. The tracking reference emails are automatically sent out to customers in batches - so when you receive this, your order may already be at a more advanced stage. There may be a gap between when we hand your parcel over to the courier and when they check it in at their hub. Until they have checked it in, your tracking will show that they are still waiting to receive the parcel from us (even though they have it!). Once checked in, we send all deliveries via a guaranteed 48 hour delivery service.
3) When will my outstanding items arrive?
At the time you placed your order, if one or more items were out of stock, they will have been pre-ordered for you, with an expected dispatch date. Sometimes, the date when we will receive the stock changes, especially at peak times. As soon as the product arrives back with us, it will show on our website as in-stock and we will begin sending out the back orders. This can take a few days, so please do not worry. You will receive a further dispatch email when it is on its way. If the item appeared on your original order as a pre-order, we will have reserved the stock for you and you will receive it.
4) Does my order qualify for FREE delivery?
Our standard UK P&P is £3.95. Delivery is FREE for all UK orders, if the final value of your basket is over £60 before postage is added. To clarify, the order value needs to exceed £60 after any promotional codes are applied to qualify for free delivery. If any promotional code or discount takes the order value below £60, then postage will be added to the order.
5) I have a promotional code. Where does it go please?
After you have added the desired items to your basket and clicked go to the checkout, you will be taken to our basket page. From there, you can enter your promotionalcode in the box shown on the left and click apply (see below). Please note, unless otherwise stated, codes shown in newspapers and inserts are applicable for www.happypuzzle.co.uk and not www.mad4jigsaws.co.uk.
6) I have a promotional code. Why is it not working?
The Happy Puzzle Company operates two websites; www.happypuzzle.co.uk and www.mad4jigsaws.co.uk. All issued promotional codes will only be valid for one of those sites, so please check that you are on the correct one. Most codes are product specific , so please ensure that the products you are buying are part of the offer being claimed.
Please make sure that you are using a promotional code and not the product code! Promotional codes are found on our email offers, newspaper adverts and on the inside cover and order form pages of our insert magazines.
Finally, please check the date on the promotion to ensure that the offer has not already expired.
7) Is a gift wrapping service available?
Unfortunately not. We have offered this in previous years, but due to falling demand for this service, it is no longer available.
8) Can I amend my order once it has been confirmed?
Once an order has been completed, you will receive a confirmation email and your order is sent through to our warehouse where it is printed. Unless you need to make changes to a pre-ordered item which has been out of stock, we are unable to make any changes to the items ordered or the delivery address.
9) Can I place an order for delivery to another country?
Currently we are able to ship to addresses within the UK. Please contact us by email if you wish to send something to another country.
10) How can I return an item?
Unless otherwise stated, we offer a full money back guarantee if goods are returned within 28 days of receipt, or from the date of proof of sending the returned item. This applies to all UK and EU orders only. Unless you are returning items due to an error on our part, or a fault with the item, returns are the responsibility of the customer and we recommend that you insure against loss.
We will only refund items which are returned completely unopened and unused and in a perfect resellable condition. The description of all products is clear on the box and there should be no need to remove protective packaging, such as cellophane wrap or sealing labels, which are in place to ensure products we supply for children are not subjected to tampering. Removal of these will mean products cannot safely be resold and will result in no monies being refunded. Please note, we are not able to refund made-to-order jigsaws unless there is a fault. Please return your item on a Royal Mail Signed For Service along with a brief explanation and order number to;
The Happy Puzzle Company Returns Dept
C/O Delta Fulfilment
Bedwell Road
Wrexham Industrial Estate
Wrexham
LL13 0TS
If in doubt, please contact our Customer Services team below. Please note that refunds, where necessary, are issued within 14 days of our receipt of the return. Please send in a cheque with the returned item or call us on 020 8953 4484 option 3 to make payment over the phone.
These terms and conditions do not affect your statutory rights.
11) Can I place my order by phone?
Yes, our order line is open 24/7. You can place your order by phone by calling through on 0844 848 2820 and pressing option 1 to place your order.
Our 0844 numbers cost 7p per minute plus your phone company's access charge
Still have a question? Fill in the contact us form below and we will aim to get back to you as fast as possible.