Frequently Asked Questions

Got a question about your order, delivery, or whether an item is in stock? You’re in the right place. Our Frequently Asked Questions cover everything from how to place an order to returns, exchanges, and delivery times. We’ve gathered the most common queries here to save you time and help make shopping with us as happy as possible!

How will my order be delivered?

Most of our packages are sent using a tracked Royal Mail service and do not require a signature. If you’re not at home when your parcel arrives, Royal Mail will leave a card with details on how to collect it from your local delivery office or how to rearrange delivery.

When placing your order, you can also leave instructions for the parcel to be left in a safe place or with a neighbour. (Please note: bespoke and made-to-order items are covered in a separate FAQ.)

Do you only sell puzzles?

Not at all! While puzzles are at the heart of what we do, we also offer a wide range of board games, educational games, brain teasers, jigsaws, and learning resources. Our collection is designed to be suitable for children, families, schools, and anyone who enjoys teaching, learning, and playing through fun challenges.

When do packages ordered with the 'next day delivery' service arrive?

If you place a Next Day Delivery order before 11:45am, Monday to Thursday, we’ll dispatch it the same day for delivery the next working day.

• Friday orders (before 11:45am): dispatched Friday, delivered the following Monday.

• Friday orders (after 11:45am) or weekend orders: dispatched Monday, delivered on Tuesday.

I have received my order but one or more items say ‘To Follow’. What does this mean?

Sometimes, especially during busy periods, there can be a short delay in stock reaching us from our suppliers. To avoid holding up your whole order, we’ll send the items we do have in stock straight away, and forward the remaining items as soon as they arrive. If there’s a significant delay, we’ll contact you to let you know.

My 'made-to-order' jigsaw puzzle was not included with the rest of my package. When will it arrive?

Our Postcode Jigsaws, Jigraphy Cityscapes, Football Crazy, Times/Telegraph/Daily Mail Jigsaws, Photo Jigsaws, What’s In A Date?, Historic County Map Jigsaws, and Your Year, Your World Jigsaws are all made to order by a specialist third-party company. Once created, your personalised puzzle will be shipped directly to you via Royal Mail tracked delivery for peace of mind.

Can I track my order?

Yes! Once your order has been dispatched, you’ll receive tracking details via email. Most parcels are sent with Royal Mail’s tracked service, so you’ll be able to view your delivery status online.

What is your returns and refunds policy?

We want you to be completely happy with your order. If for any reason you’d like to return an item, you can do so within 30 days for a refund or exchange (as long as it’s in original condition).

Are your puzzles and games suitable for all ages?

Yes, we have something for everyone! Our range is organised by age group, so it’s easy to find games and puzzles that are suitable for younger children, teenagers, or adults. Take a look at our Shop by Age section to view the best options.

Do you offer gift wrapping or personalised messages?

Currently, we don’t offer a gift wrapping service. However, many of our puzzles and games make excellent presents, and some can even be personalised (see our made-to-order jigsaw section).

How can schools or organisations place bulk orders?

We work with over 13,000 schools across the UK. If you’d like to order in bulk or discuss resources for teaching, please contact our Schools team via the contact page. We’ll be happy to help you create the perfect order.

I need to contact Customer Services urgently outside of normal opening hours. What should I do?

Our Customer Services phone lines are open Monday to Friday, 9:00am-5:30pm. Emails aren’t monitored outside these times, but you can send a message to enquiries@happypuzzle.co.uk and we’ll respond as quickly as possible the next working day.

Why can I not place my order online?

Like all websites, ours can very occasionally run into a hiccup. In most cases, any issue you notice will be fixed automatically within a few minutes, as our site is monitored 24/7. If you’re still experiencing problems, please don’t hesitate to give us a call on 020 8953 4484.