General

All orders are subject to stock availability.

We aim to keep stock levels accurate, but occasionally discrepancies may occur. If an item is unavailable after purchase, we will:

  • Fulfil the available items
  • Contact you with options: Wait for restock or receive a refund for the unavailable item

Shipping Locations

We currently ship within the United Kingdom only.

We do not offer international shipping at this time.

Shipping Costs

We offer the following UK delivery options:

  • Standard Delivery — 0–2 kg Estimated delivery time: 3–5 business days Cost: £2.99
  • Standard Delivery — 2+ kg Estimated delivery time: 3–5 business days Cost: £5.99
  • Express Delivery — 0–2 kg Estimated delivery time: 1–2 business days Cost: £4.99
  • Express Delivery — 2+ kg Estimated delivery time: 1–2 business days Cost: £7.99

Standard delivery is free for orders of £50.00 or more.

All shipping costs are shown clearly at checkout before payment.

Dispatch Time

Orders are typically dispatched within:

  • 1–3 working days after payment confirmation

Our warehouse operates:

  • Monday to Friday (excluding bank holidays)

Delivery Time

Estimated delivery times:

  • Standard Delivery: 3–5 working days
  • Express Delivery (if available): 1–2 working days

Delivery times are estimates and may vary due to courier delays.

Change of Delivery Address

You may request a change of delivery address:

  • Before your order has been dispatched
  • By contacting us at: info@puzzleina.co.uk

Once dispatched, changes may not be possible.

Tracking

Once your order is shipped, you will receive:

  • A tracking link (if available)
  • Updates from the courier
Delivery Delays

If your order has not arrived within the expected timeframe:

  • Please contact us so we can investigate

We are not responsible for delays caused by:

  • Courier services
  • Weather conditions
  • Peak periods (e.g. holidays)

Damaged Parcels

If your parcel arrives damaged:

  • If possible, reject the delivery
  • Or contact us immediately with photos
    info@puzzleina.co.uk

We will arrange a replacement or refund after review.

Lost Parcels

If a parcel is confirmed lost:

  • We will offer:
  • A replacement, or A full refund

This will be processed after the courier investigation is completed.

Cancellations

You may cancel your order:

  • Any time before dispatch for a full refund

If the order has already been shipped, please refer to our Refund Policy.

Returns & Shipping Costs

For returns:

  • Customers are responsible for return shipping costs
  • Original shipping costs are non-refundable
VAT & Pricing
  • All prices displayed on our website include VAT (where applicable)
  • No additional taxes will be charged at delivery within the UK

Customer Support

For any shipping-related enquiries:

info@puzzleina.co.uk


⚠️ Important Product Notice

All Puzzleina products:

  • Are intended for ages 14+ only
  • May contain small parts or mechanical components
  • Should be handled with care during assembly