FREQUENTLY ASKED QUESTIONS

We are a UK based, family owned, retailer of quality jigsaw puzzles. We ship orders direct from our warehouse in West Oxfordshire.

The easiest way is to email us directly or use our contact form.

Yes, see Customer Reviews

Yes - we utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name and address and other sensitive information such as your credit card details.

Information passed between your computers and our website cannot be read in the event of someone else intercepts it. The Technology includes the following features:

• Authentication - this assures your browser that your data is being sent to the correct computer server, and the server is secure.
• Encryption - this encodes the data, so that it cannot be read by anyone other the secure server.
• Data Integrity - this checks the data being transferred to ensure it has not been altered.

Don't worry - there are two main reasons that you card could be declined:

1. We could not match the credit card address to the address entered. Make sure you typed the billing information in the correct area, and you entered the address exactly as it appears on your credit card bill.
2. The bank has declined the card. Either there is a hold on the card or insufficient funds. Please contact your bank for more information.

If you keep getting an error message on payment please contact us by email, please do not keep attempting to purchase.

All orders are immediately sent to the shipping department and processed, we cannot stop the order. If you contact us by email immediately after placing the order by we will try to amend the order before it ships.

However, if the order has already been shipped, we will be unable to amend the order.

All orders (excluding pre-orders) are immediately sent to the shipping department and processed. As a result, we may not be able to cancel the order before it ships out. Once an order has been shipped, it cannot be cancelled and you will need to follow the procedures for a return.

You can find out how and where to return items here.

We know it is frustrating to see a product you like and then you realise it is out of stock.

However sometimes some of our products are very popular and sell out very quickly, so you need to be quick to get your hands on them. We do our best to keep on top of stock and predict the sales we may receive so this doesn't happen.

Please sign up to the 'Back in Stock' notification on the product page and we will let you know the moment the item you're interested in is back in stock.

Please send us an email to let us know. Please include images of what you've received and let us know what product you were expecting.

We aim to get ordered placed before 13:00 Monday to Friday dispatched on the same working day. If this is not possible, they'll be dispatched on the next working day.

Orders placed outside our Monday to Friday office hours will be dispatched on the next working day.

Once your order has been dispatched, you will receive an email informing you that your order is on its way.

For more information about shipping times and methods, please click here.

If your order totals over £25 then we'll ship for FREE via Royal Mail Tracked 48.

Otherwise, the following shipping charges apply:

These are flat-rate fees per order and not per item. You can order several items and the shipping fee won't increase.

Please report any lost parcels to us as soon as possible. We will make enquiries on your behalf with the Royal Mail to try and find your parcel.

No. You can choose whether to create an account with The Puzzle Academy or you can proceed to the Checkout as a Guest. If you create an account, your address details will be remembered by us when you revisit the site. With an Account you'll also be able to see your order history with us and track orders.

Nope. Definitely not. It's totally up to you.

Click on the ‘forget password’ link and you can reset your password.

We do not sell, or even give away, customer email addresses (or any other details) to anyone.