Trading Online Since 1996
Frequently Asked Questions
Jigsaw Puzzles Direct FAQs
Q: What are your opening hours?
A: The website office is open Monday to Friday 9.00am - 4.00pm.
Q: How much is UK delivery?
A: Our postage and packing is FREE on all UK orders over £40 (£3.50 on orders below £40). As you checkout the postage options will be clearly displayed.
Q: Who delivers my order?
A: We use either Royal Mail or DPD for all our deliveries in the UK. Please see our shipping details for further information.
Q. When can I expect my order to arrive?
A. We try to dispatch all orders, received before midnight, the next day (Monday-Friday). Most orders are delivered within 2-3 days. You should receive tracking information from the courier, enabling you to track your delivery.
Q. Can I collect my order
A. All orders can be collected from our shop in Easingwold, York during opening hours (see above). Please either e-mail or ring in advance to make sure that the orders are available when you require them.
Q. Do you offer international shipping?
A. Yes, please see our shipping details for more information.
Q. How will I know if my order has been processed?
A. We will e-mail you an order acknowledgement within 24 hours, but please do check your spam in case it has filtered into this section! If you haven’t received an e-mail, please contact our Customer Services team on 01347 666955, and they will check that we have received your order.
Q. I placed an order and I’m sure my payment was accepted, but I’ve had no confirmation from you.
A. Our system will automatically confirm jigsaw orders to the email address you enter when ordering online. If an email address is entered incorrectly, we can confirm your order over the telephone, please call 01347 666955.
Q. I have just placed an order but would like to change some of the details.
A. If you have just placed an order, please e-mail email@example.com, or telephone our Customer Services team on 01347 666955.
Q. Can I place an order by Telephone
A. Yes we are happy for you to place an order over the phone with us. Phone 01347 666955 to speak to one of our team. We can accept secure payment by VISA & MasterCard.
Q. How can I pay for my order?
A. We accept PayPal and credit/debit cards: VISA, MasterCard, and Maestro through our secure payment system.
Q. How secure are my details?
A. Our website provides 100% safe shopping.
Q. Do your prices include VAT?
A. All our prices are inclusive of VAT, where applicable.
Q. I received my jigsaw only to find that there were pieces missing.
A. We are not a manufacturer of these types of jigsaws, but a distributor of all the major UK brands. It is very unusual to find pieces missing, but some manufacturers offer a piece replacement service and we help our customers wherever possible to resolve their problems. Please use the claim forms below:
Gibsons: Gibsons Games Warranty
Pomegranate: Pomegranate Puzzle Piece Claim Form
Eurographics: Eurographics Claim Form
HOP: email firstname.lastname@example.org
Otter House: email email@example.com
If the manufacturer is not listed above, please contact our customer services team for advice on 01347 666955.
Q. Can I return my order?
A. If you are not entirely satisfied with your purchase then please contact us within 60 days of receipt of your order either by email: firstname.lastname@example.org or telephoning 01347 666955. Please note that all jigsaws must be in their original packaging to ensure a full refund.
Q. By mistake, I have ordered two copies of the same jigsaw. Am I able to return one of these to you for a refund?
A. Yes, we are happy to receive jigsaws back that have been ordered by mistake and we will refund the purchase price provided that we receive the jigsaw back in good condition to enable us to put it back into stock.
Q. I have received my jigsaw order and you have sent the wrong puzzle.
A. This very rarely happens, but on the odd occasion if it does, please contact our customer services with your order reference number and we will swiftly resolve the problem.
Q. My goods are faulty; how do I arrange a replacement?
If you receive goods that are faulty they may still be covered by the manufacturer's guarantee. Please contact our customer service team who will be able to advise you further, telephone 01347 666955.
Q. I have a complaint about my order; what can I do?
A. If you are not satisfied with your order or the level of service you have received please contact our customer services team; we always welcome feedback from our customers.