There are many questions which our customers regularly ask. To help you, here are some of them, with the answers!
Q: How will my order be delivered?
A: For most packages, we use a tracked national courier service (Hermes) and these do not require a signature. If you are not at home when the package arrives, the courier will leave a card for you with the details of how to collect the parcel from your local delivery office or to arrange redelivery. When placing the order, you can leave a message for the order to be left in a safe place or with a neighbour. Please see the separate Q&A for bespoke and made to order items.
Q: How long will it take for next day delivery items to arrive?
A: Once you have placed a next day delivery order, it will be dispatched from our warehouse that same day if ordered before 2pm Mon-Thurs. Orders placed before 2pm on Friday will be delivered the following Monday and orders placed after 2pm on Friday or at the weekend will be dispatched on Monday with the delivery made on Tuesday.
Q: When will I be charged for my goods?
A: We do not charge your credit or debit card until your goods are ready for dispatch. If one or more item(/s) is placed on back order because they are out of stock, your card will only be charged for once these items are back in stock and ready to be sent. Please note that you are not charged at the point of placing the order and failed payment of any kind will only become apparent to us when the items are ready to be dispatched, in which case we will contact you.
Q: I have received my order but one or more items say ‘To Follow’. What does this mean?
A: Sometimes, especially at peak periods, there can be a delay in stock reaching us from our suppliers. We don’t want to delay your order if at all possible, so we often may decide to send the items that are available at the time, and forward on the other items when available. If the delay is significantly longer than expected, we will contact you to let you know.
Q: My Map Jigsaw, Cityscape or Football Crazy puzzle was not included with the rest of my package. When will it arrive?
A: Each Map Jigsaw, Cityscape and Football Crazy puzzle is made to order by a third party company who will send it directly to you. We will only take payment for these once they are ready for dispatch and these items will be sent via The Royal Mail.
Q: I need to contact Customer Services urgently outside of normal opening hours. What should I do?
A: Our Customer Services telephone lines are monitored from 9am to 5.30pm (Monday to Thursday) and from 9am to 3.30pm (Friday). Emails are monitored outside of these times, although not between 3.30pm on Friday and 9am on Sunday. Please email any enquiries to firstname.lastname@example.org and we will respond as quickly as possible.
Q: Why can I not place my order online?
A: Very occasionally, websites experience problems, even with the largest companies. In almost every case, a difficulty that you may be experiencing will be rectified automatically within a few minutes. Our website is monitored around the clock, but if you are having a problem, please call us on 020 8953 4484.