Help
BEFORE CONTACTING US, YOU MAY FIND THAT THE INFORMATION ON THIS PAGE WILL ANSWER YOUR QUESTION(S)...
You can track your order using your 16 digit tracking number at: www.myhermes.co.uk/tracking-results *
If you experience any problems, or you 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 two working days (usually much faster!).
* Made to order jigsaws, including What's In A Date?, Jigraphy Cityscapes, Historic County Map Jigsaws, I Love My County, The Times / Daily Telegraph / Daily Mail newspaper front covers , Photo Jigsaws and Football Crazy are hand-made-to-order and can take up to 14 days to be dispatched. These are sent by a Royal Mail service and will be delivered by your regular postman.
Amending your order
- We're sorry, but in most circumstances, it is not possible to make changes to your order once you have received the confirmation email.
- If your order hasn’t been processed 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.
Cancelling your order
- 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 are unable to cancel, refund or exchange, including made-to-order items.
Incomplete Orders
If your order is incomplete, please bear in mind that parts of your order may be sent out from multiple locations and will arrive separately. This includes the made-to-order jigsaws which will arrive under separate cover and can take up to 14 days.
Missing Items From Order
Occasionally, products can be temporarily out of stock. This will be indicated on the confirmation email and an expected dispatch date will be shown.
For more information, you can also view your order status online by signing into your account.
Unless otherwise stated, we offer a full money-back guarantee, if goods are returned within fourteen days of receipt.
For safety reasons, we regret that we cannot accept returns of items which have been opened, unless there is a fault. 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. 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.
Standard Delivery
Standard delivery costs £3.95 for all UK addresses and most orders are dispatched using a tracked Hermes service within three days of placing your order. 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 dispatch confirmation email. Please note that there may be a time-lag between your dispatch confirmation from us and tracking information appearing with Hermes.
www.hermes-europe.co.uk/tracker
Next Day Delivery
Next Day delivery is available for £8.95 for delivery to UK mainland addresses. Orders placed before 11.45pm from Mondays to Thursdays will be dispatched the same day via a tracked next day service. Orders placed after 11.45am will be despatched on the next working day. Orders placed after 11.45am on a Thursday will be delivered on the following Monday. Orders placed on Fridays, Saturdays and Sundays will be delivered on the following Tuesday. Any orders placed on a Bank Holiday will be dispatched on the next working day.
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 30 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 33,000 reviews and a 96% approval rating - that's incredibly high!
We do understand though, that sometimes you might just want to return something. Maybe Santa bought two copies 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 2022, in its original packaging and in a resaleable condition, we will be happy to offer you an exchange or a full refund! The only exception to this is the made-to-order 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 very 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 will never to let you down and we will always go that extra mile to make sure you're happy. Really, we will!
Our Customer Services team are genuinely amazing and there is nothing that makes them happier 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...
Best wishes
The Happy Puzzle Company team