Shipping Policy

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 contact you before making any changes to your order and offer suitable options, such as waiting for restock, receiving a refund for the unavailable item, or adjusting the order where appropriate.

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 after dispatch:

Standard Delivery: 3–5 working days
Express Delivery: 1–2 working days

Delivery estimates are calculated from the dispatch date, not the order date. Orders are usually dispatched within 1–3 working days after payment confirmation.

Delivery times are estimates and may vary due to courier delays, weather conditions, bank holidays, or peak periods.

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, where available

Delivery Delays

If your order has not arrived within the expected timeframe, please contact us so we can help investigate.

Courier delays can occur due to operational issues, weather conditions, bank holidays, or peak periods such as holidays. If your order is delayed, we will help you follow up with the courier where possible.

Damaged Parcels

If your parcel is visibly damaged on arrival, you may reject delivery where practical. If you accept the parcel or notice damage after opening it, please contact us as soon as possible with photos of the packaging and the item:

info@puzzleina.co.uk

We will review the issue and arrange a replacement or refund where appropriate.

Lost Parcels

If a parcel is confirmed lost by the courier, we will offer either:

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 unless the item is faulty, damaged, incorrect, or otherwise required by law
Original shipping costs are non-refundable except where required by UK consumer law, including eligible cancellations under the Consumer Contracts Regulations

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: