SHIPPING & REFUNDS
PACKING & LEAD TIME
Domestic orders: With the exception of apparel, all of our stock is located at our base in West Sussex, England. None of our products ship directly to you from China or the manufacturers. 99% of all orders placed before 3pm Mon-Fri and 9am Sat will be shipped the very same working day (with the exception of >2kg orders which are shipped via special courier and will require collecting on the next working day (Mon-Fri).
European/Worldwide orders: These will also be sent out Monday to Friday and just like domestic orders, 99% of orders placed before 3pm Mon-Fri and 9am on Saturdays will also be shipped out the same working day. All international orders over £20 (before shipping) will be shipped via Royal Mail Tracked and Signed to ensure safe delivery. Any orders below £20 have the option to use Royal Mail International Standard (which is expected to take between 7 and 30 working days for delivery and is not protected).
1st Class: Royal Mail estimate 1st class delivery to be between 1-3 days. We also offer a '1st class signed for' at additional cost.
2nd Class: Our most popular service, Royal Mail 2nd class will take between 3-5 working days for delivery. We also offer a '2nd class signed for' at additional cost.
Tracked 24: This delivery method is estimated to be 1-2 days, in most cases this is a next day delivery service (although this is not guaranteed). You can track a parcel sent using this shipment every time it is scanned at a new location.
Tracked 48: This delivery method is estimated to be 2-3 days, in most cases this is a 2 day delivery service (although this is not guaranteed). You can track a parcel sent using this shipment every time it is scanned at a new location.
International Standard: Only usable on orders less than £20 (before shipping). This method can take between 7-30 days and is not recommend. Whilst we very rarely have orders go missing, an investigation can take upwards of 45 days from the date of purchase.
International Tracked & Signed: This delivery method is recommended for all international orders and the only option for orders over £20. Royal Mail estimate between 3-7 days for delivery using this service.
FREE SHIPPING OVER £50
Most orders over £50 are eligible for free 2nd class shipping. However, there are some exceptions. This offer is only valid on UK orders under 1.5kg. All orders over the 1.5kg weight limit must be shipped via 'Royal Mail 2nd Class Signed for' due to issues in the past.
Unfortunately due to our agreement with Royal Mail, we cannot send orders over 1.5kg via 2nd class standard post and are therefor unable to offer free shipping.
The FREESHIPPING discount code is valid on UK orders over £50 and under 1.5kg.
This discount cannot be used in conjunction with any other offer or discount codes.
RETURNS & REFUNDS
Any orders which are faulty upon delivery can be returned for an exact replacement. If we do not have any more of that specific puzzle left in stock we can either refund the original order + your return shipping cost or offer an alternative product.
If you order a cube and decide that you no longer wish to keep that cube, you can message us to cancel the order (this will be refunded as store credit and a discount code given to you for the full value of the order amount). If the order has already been shipped there is unfortunately nothing we can do. You can return the cubes/order back to us for a refund on all cubes/puzzles, however, we will under no circumstances refund the original shipping cost. You would also be expected to pay for the return postage costs using a tracked/signed for method of postage. If in the event that the order gets lost in the post there will be an investigation conducted by Royal Mail to find the order (this investigation may take 20-30 working days). In these circumstances you will have to claim the costs of the puzzles off of Royal Mail them selves by filling out their "Lost Item Form".
If your cube pops after a few twists and turns we cannot offer a refund as this can happen from time to time. You can ship the cube back to us to be re-assembled. However, you would have to pay the return postage and additional postage for us to ship the cube back to you.
If your cube has popped and you have lost a piece you can email us on email@example.com and we may be able to order a replacement piece from our supplier. However, this may take a few weeks to arrive in to us. You will also have to pay shipping + the cost of the piece (usually £1.50 per piece).
You must return all cubes/puzzles to us in the original packaging and with all pieces included (unless you are missing a piece and this being the reason for the return). If any of the parts/pieces are missing upon return of your order to us, we will not issue a full refund and the total refund will be at our discretion depending on the amount/item missing.
Pre-owned puzzles AND Lucky Dips can NOT be returned or refunded. If you would like extra information on the puzzle please message us first.
If you enter the wrong address at checkout and your order has already been shipped then there will be an additional postage charge to update your address and resend your original order to you. If you are not willing to pay for additional postage then your order will be refunded minus the cost of the original postage. Some orders over £50 are eligible for free shipping as state above, these orders (if the wrong address has been entered) will be refunded minus a £3 postage and restocking fee (for example: Your order came to £75 but you entered the wrong address, if you were not willing to pay for additional postage due to the mistake then only £72 will be refunded).
Stickerless puzzles can often have slight marks on the plastic which look a little like scratches. This is normal due to the manufacturing process. Some puzzles such as the "ShengShou Gem" offer a frosted plastic which removes 99% of visual marks. Unfortunately we cannot offer exchanges for this reason as almost every single stickerless puzzle will have these marks. We suggest ordering a black, stickered puzzle if this could be an issue.
We will not accept ANY returns or replacement requests for popped cubes. However, we will be more than happy to help you re-assemble your puzzle.
For EVERY refund/return or exchange we require photographic/video proof of the issue with the cube/puzzle.