Frequently asked questions

When will I get my delivery?


Subscriptions: We ship by courier on the 15th or the 1st of every month. This is dependant on when you order. Our courier Hermes will send a notification via email. Vouchers and Gift Cards - Shipped Royal Mail 1st Class when the order is received. Puzzles in the store - Shipped by our courier Hermes when the order is received. Tracking details provided.




How do I cancel my monthly subscription?


Monthly subscriptions can be cancelled at any point, contact us at contact@puzzlesubscription.com and we can get it sorted for you. If you are on an annual subscription this cannot be cancelled for 12 months, however if you need your deliveries paused just let us know at contact@puzzlesubscription.com.




I want a package that you don't currently offer in your standard subscriptions.


We can't promise the world but we will be happy to try and get you the package you want. Just contact us at contact@puzzlesubscription.com with your requirements and we will try our best to make the perfect bespoke package for you.




I need to change the delivery address?


No problem. Just let us know by emailing us at contact@puzzlesubscription.com and we will be happy to help.




Will I get a puzzle I already own? How can I change the puzzle in my box?


Already recieved the puzzle? No problem, send us back the puzzle unopened and in its full original packaging and we will send you out an alternative.




Can I let you know what type of puzzles I would like in my subscription?


Yes, absolutely. It is really important to us that your puzzle every month makes you really happy! Once you have set up your subscription we will ask you to fill in your puzzle type preferences so we can make sure you get exactly the type of puzzles you enjoy. This comes as a form in an email following your purchase. Details of our preferences form are included on all gift vouchers and gift cards for the recipient to follow.




There is a missing piece from my puzzle.


Yikes! We are assuming you have looked everywhere? Firstly check out our blog on missing pieces. You can also find a list of useful contacts here. Still can't find it then email us at contact@puzzlesubscription.com with the name and make of your puzzle. We don't keep spares as we do not manufacture the puzzles ourselves. However we can get you the manufacturer details to support.




Where can I see your terms and conditions or privacy policy.


These can be accessed from the main menu on our site. The following links will also take you straight there: Terms and Conditions. Privacy Policy




I need to make a return


No problem. Firstly check out our Terms and Conditions on returns. Then email us at contact@puzzlesubscription.com




Do you post outside of the UK?


We do not currently offer shipping outside the UK but it is something we are hoping to offer in the near future. If this is something you are interested in please drop us a message at contact@puzzlesubscription.com to register your interest. We will keep you updated.




Do you do kid's subscriptions?


We do not currently do packages suitable for younger children. It is something we are looking into. Our casual subscriptions offer puzzles at 500 pieces which would be suitable for families and older children. You can still choose what types of puzzle you want included in your subscriptions when you pick your preferences after sign up.




Are the Puzzles new or second hand?


All our puzzles are 100% brand new from the manuacturer in their sealed boxes.




Do I have to return the puzzles  / send them back to swap them?


Abslutely not. All puzzles you recieve from us are yours to keep forever. You just receive another new one each month, no catch.




Why a Jigsaw Puzzle Subscription?


Why indeed. We believe there are many reasons, amazing value being one. To find out more head over to About Us.




I have made a purchase but not received an email confirmation. Why is this?


Email confirmations will be sent out once the payment has been cleared and recieved by us. Although this is usually a quick process your card issuer may take up to 48 hours to clear this payment. Paypal can also take up to 48 hours to clear. Bank holidays can also impact the amount of time a payment may take to clear. Once our system received the payment your confirmation email will be sent. It is also worth ensuring that you check your spam / junk folder for any emails from us just in case. If your payment has been processed and you still have not received email confirmation please contact us at contact@puzzlesubscription.com




Do you do gift vouchers?


As of 19th June 2021 we will no longer be able to offer gift vouchers. All exisiting vouchers will be honoured.