There are many frequently asked questions which customers ask.
Here are some of them, with the answers!
Q: How will my order be delivered?
A: For most packages, we use a tracked national courier service (Hermes) and these do not require a signature. If you are not at home when the package arrives, the courier will leave a card for you with the details of how to collect the parcel from your local delivery office, or to rearrange delivery. When placing your order, you can leave a message requesting for the parcel to be left in a specific safe place, or with a neighbour. Please see the separate Q&A for bespoke and made to order items.
Q: When do packages ordered with the 'next day delivery' service arrive?
A: Once you have placed a 'next day delivery' order, it will be dispatched from our warehouse on the same day if ordered before 2pm from Monday-Thursday. Orders placed before 2pm on a Friday will be delivered the following Monday and orders placed after 2pm on Friday or at the weekend will be dispatched on Monday with the delivery made on the following Tuesday.
Q: I have received my order but one or more items say ‘To Follow’. What does this mean?
A: Sometimes, especially at peak periods, there can be a delay in stock reaching us from our suppliers. We don’t want to delay your order if at all possible, so we often decide to send the items that are available at the time, and forward on the other items when available. If the delay is significantly longer than expected, we will contact you to let you know.
Q: My 'made-to-order' jigsaw puzzle was not included with the rest of my package. When will it arrive?
A: Each Postcode jigsaw, Cityscape, Football Crazy, Times / Telegraph / Daily Mail jigsaw, photo jigsaw, What's In A Date? jigsaw, Historic County map jigsaw and Your Year, Your World jigsaw is made to order by a third party company, who will send it directly to you. These items will be sent via the Royal Mail using a tracked service.
Q: I need to contact Customer Services urgently outside of normal opening hours. What should I do?
A: Our Customer Services telephone lines are monitored from 9am to 5.30pm (Monday to Thursday) and from 9am to 3.30pm (Friday). Emails are monitored outside of these times, although not between 3.30pm on Friday and 9am on Sunday. Please email any enquiries to firstname.lastname@example.org and we will respond as quickly as possible.
Q: Why can I not place my order online?
A: Very occasionally, all websites can experience problems. In almost every case, a difficulty that you may be experiencing will be rectified automatically within a few minutes. Our website is monitored around the clock, but if you are having a problem, please call us on 020 8953 4484.