BEFORE CONTACTING US, CAN YOU PLEASE NOTE THE FOLLOWING...
IF YOU HAVE ORDERED ANY OF THE FOLLOWING JIGSAWS, PLEASE NOTE THAT THESE ARE MADE TO ORDER BY HAND AND WE ARE CAREFUL TO STATE THAT THEY WILL TAKE UP TO 14 DAYS TO ARRIVE. IN ADDITION, OUR JIGSAWS ARE SENT TO YOU BY THE ROYAL MAIL, FOR WHOM DELIVERY TIMES ARE VARYING ACROSS THE COUNTRY AT THE MOMENT.
PLEASE BE PATIENT AS WE ARE DISPATCHING EVERYTHING AS FAST AS WE CAN IN CHALLENGING CIRCUMSTANCES!
THE MADE-TO-ORDER PUZZLES INCLUDE:
CITYSCAPE MAPS OF UK TOWNS AND CITIES
HISTORIC MAP JIGSAWS
THE DAILY TELEGRAPH AND THE TIMES FRONT PAGE JIGSAWS
YOUR YEAR, YOUR WORLD
LEN EPSTEIN TITLES
WHAT’S IN A DATE?
I LOVE MY COUNTY
ALL NON-JIGSAW ORDERS ARE DISPATCHED FROM OUR MAIN WAREHOUSE IN YORK AND CURRENT DELIVERY TIMES ARE AVERAGING AROUND FOUR TO FIVE WORKING DAYS FROM WHEN THE ORDER IS PLACED.
You can track your order using your 16 digit tracking number at: www.myhermes.co.uk/tracking-results
If you experience any problems or would like further delivery information please feel free to call us on 020 8953 4484 or go back and complete the online contact form and we will aim to get back to you within 24 hours.
* Made to order jigsaws including What's In A Date?, Jigraphy Cityscapes, Historic County Map Jigsaws, I Love My County, Times Newspapers, Photo Jigsaws and Football Crazy are hand-made to order and can take up to 14 days to be despatched. These are sent by a Royal Mail service and will be delivered through your door by your regular postman.
Amending your order
Cancelling your order
- We're sorry, but in most circumstances, it is not possible to make changes to your order once you've placed it. If your order has already been dispatched from the warehouse, then you'll need to return the item, following our returns procedure.
- If your order hasn’t left the warehouse yet, we may be able to change delivery address details, remove items from your order or cancel it completely. Please contact our Customer Services team for advice on 020 8953 4484, Monday to Friday.
- If your order has already been dispatched from our warehouse, you'll need to return the package, following our returns procedure. Please also read 'how to return an item' for details.
- There are some products which we cannot cancel, refund or exchange, including made-to-order items.
If your order is incomplete, please bear in mind that products may be sent out from multiple locations and so arrive separately, in particular made to order products; please allow a little extra time before contacting us as these can take up to 14 days to despach.
Missing Items From Order
Occasionally products can be out of stock temporarily. You will find on your despatch email, or the paperwork in your parcel when these missinf items are due for delivery.
For more information, you can view your order status online by signing into your account.
You can sign into your account here.
For damaged products, incomplete orders or despatched orders that don't arrive within the expected time period, please email our Customer Services team, or call us on 020 8953 4484 9am - 5.30pm, Monday to Friday. If you prefer, you can also return damaged goods to us via the normal returns process.
Unless otherwise stated, we offer a full money back guarantee if goods are returned within fourteen days of receipt or from the day proof of sending can be provided of goods having been sent. This applies to UK and other EU orders only. We make a deduction from the reimbursement for the loss in value of any good supplied, if the loss is the result of unnecessary handling by you, defined as going beyond the sort of handling that might be reasonably allowed in a shop. The description of all products is clear on the box and there should be no need to remove protective packaging, such as cellophane wraps, which are in place to ensure products we supply to children are not subjected to tampering and hence removal will mean products cannot safely be resold and will result in no monies being refunded. If in doubt, please call our Customer Services team. We regret that unless the goods are faulty or not as described, we are unable to refund postage and packaging costs. Please note that returns are entirely the customer's responsibility. We will make the reimbursement no later than 14 days after the day we receive back from you any good supplied.
Standard delivery costs £4.95 for UK Mainland and will be be despatched on a tracked Hermes service with 1 to 2 days of placing your order. Please allow up to 7 days for delivery before contacting us. If you would like to track your order please click on the link below and enter your 16 digit tracking code which you will find on your despatch confirmation email.
Next Day Delivery
Next Day delivery is available for £8.95 for delivery to UK Mainland. Order placed before 1.45pm Monday to Thursday will be despatched the same day by tracked Hermes next day service. Order placed after 1.45pm will be despatched the next working day. Order placed after 1.45pm on a Thursday will be delivered on the following Monday. Orders placed on Friday - Sunday will be delivered on Tuesday. Any orders placed on a bank holiday will be dispatched on the next working day. Orders can be tracked by entering your 16 digit tracking code which can be found on your despatch email.
Made To Order Products
Products which are made to order, are hand made and can take up to 14 days for delivery. Next Day delivery is not available on these products and you would have been informed of this when placign your order. If you also ordered non-made-to-order items these will be sent on a seperate delivery and will arrive in most cases much sooner. Please do not contact us until the 14 days has elapsed as we will not be able to track that order.
For the last 27 years The Happy Puzzle Company has proudly offered the finest customer service around. We can prove it too! If you look at Trustpilot, you'll see that we have around 8000 reviews and a 92% approval rating - that's got to be a good sign!
We do understand though, that sometimes you might just want to return something. Maybe Santa bought two of the same thing?
We want you to be able to wrap your puzzles and games and stick them under the Christmas tree without having to worry about whether Aunty Mable and Uncle Tom bought the exact same game, or whether little William had that amazing puzzle on his birthday list last month.
For that reason, we are offering a NO QUESTIONS ASKED guarantee.
So if, for whatever reason, you would like to return something, as long as it comes back to us on or before 31st January 2021, in its original packaging and in a resalable condition, we will be happy to offer you an exchange or a full refund! The only exception to this is the Postcode Jigsaws - we can't exchange or refund these unless they are faulty because they will have been made especially for you.
You will need to pay for the return postage costs and the return is your responsibility, so you may want to send it back on a tracked service.
Of course, if for any reason you need to return something because it's faulty (unbelievably rare) or has arrived damaged (less rare but still only on the odd occasion), we'll pay the return postage for you. In fact, if anything at all is not quite right, we will make absolutely sure that we put things right straight away for you! We'll never to let you down and we'll always go that extra mile to make sure you're happy. Really, we will!
Our customer services team are actually amazing and there is nothing that makes their day more than putting a smile back onto the face of a concerned customer, so if something isn't quite right, please let us help!
None of this affects your statutory rights which are in addition to the above and of course we reserve the right to change or cancel this offer at any time.
And that's it. It's time to do some shopping...
The Happy Puzzle Company team