Help & FAQs

We are a UK-based, family-owned retailer of quality jigsaw puzzles. All orders are shipped directly from our warehouse in West Oxfordshire.

Please use our contact form.

Yes – we use industry-standard Secure Sockets Layer (SSL) technology to encrypt potentially sensitive data, such as your name, address, and card details.

This technology provides:

• Authentication – ensuring your data is sent to the correct, secure server.

• Encryption – so data cannot be read by anyone other than the secure server.

• Data Integrity – confirming that the data hasn’t been altered during transmission.

No – you can check out as a guest. But if you create an account, your details will be saved for next time, and you’ll be able to view past orders and track deliveries.

There are usually two reasons for this:

1. The billing address entered doesn’t match your card’s registered address. Please double-check your entry.

2. Your bank may have declined the transaction due to a hold or insufficient funds. Please contact them for more information.

If you keep encountering payment errors, please contact us – and don’t keep retrying the purchase.

We process orders very quickly, so there’s a limited window to make changes.

If you’ve just placed your order, please contact us immediately and we’ll try to update the address before it ships.

If the order has already been dispatched, unfortunately we won’t be able to amend it.

We begin processing orders right away, so we may not be able to cancel before dispatch.

Once an order has shipped, it cannot be cancelled – but you’re welcome to return it.

Some of our puzzles sell out fast – we know it’s frustrating!

You can sign up for a ‘Back in Stock’ alert on the product page, and we’ll email you as soon as it’s available again.

We currently only ship within the United Kingdom.

Orders placed before 1pm, Monday to Friday, are usually dispatched the same working day. Otherwise, we’ll ship on the next working day.

We’ll send you an email once your order is on its way.

Royal Mail Tracked 24 orders should arrive in 1-2 working days, and Tracked 48 should arrive in 2-3 working days.

Orders over £25 qualify for FREE delivery via Royal Mail Tracked 48.

Otherwise, the following flat-rate charges apply (per order, not per item):

• Royal Mail Tracked 48 (2–3 days): £4.50

• Royal Mail Tracked 24 (1–2 days): £6.00

Let us know as soon as possible. We’ll investigate with Royal Mail and keep you updated.

We want you to be fully satisfied with your purchase.

If you are not 100% happy with your purchase, please send it back within 30 days of delivery for a full refund of the cost of the product. Unwanted items must be returned by post and the cost of delivery is payable by the customer.

You may return all new, unused and unopened items fulfilled by The Puzzle Academy for a full refund of the cost of the product.

Where Should I Return My Order To?

RETURNS
Unit 5 Wroslyn Road Industrial Estate
Freeland
Oxfordshire
OX29 8HZ

Please include confirmation of your name and order number.

Refunds are processed within 7 days from when we receive the item(s). Allow a further 7 days for the banks to issue the refund.