SHIPPING & REFUNDS
PACKING & LEAD TIME
All products (with the exception of clothing and unless is stated otherwise in the product description) are shipped from our West Sussex warehouse. Orders placed before 2pm Monday to Friday will leave us the very same working day with the exception of Pre-Owned puzzles or where additional time is needed.
We now offer a lubrication and tension service. Please understand that at certain times of the year we may be too busy to ship your order the same day if you have selected this service. However, we will always endeavour to do our best.
Standard - Royal Mail estimate 3-5 working days (from date of dispatch) for Standard delivery.
Priority - Royal Mail estimate 2-3 working days (from date of dispatch) for Priority delivery.
Special Delivery - Guaranteed Next Day if ordered before 2pm on a Monday to Friday.
Please Note: All delivery times are ESTIMATED, the only guaranteed delivery service is Special Delivery. All shipping days are from the date you receive our "SHIPPING CONFIRMATION" email.
International Tracked - We have secured some really good rates from Royal Mail for all European member states. For most EU countries we now ship as Duty Paid, this means that all import VAT has already been paid to us at checkout. Please note: Only EU member states can take advantage of our IOSS scheme. Countries not part of the EU will be subject to import tax and duty.
Please Note: There is currently an issue with AN Post (Irish Postal Service) where on the odd occasion they are collecting double custom fee's even though we are running on the IOSS Scheme (we pay all the duty/customs upfront on your behalf)
Please let us know if you are experiencing this issue and we will do our best to get this resolved as quickly as possible.
FREE SHIPPING OVER £75
Most orders over £100 are eligible for free shipping. However, there are some exceptions. This offer is only valid on UK orders.
The FREESHIP discount code is valid on UK orders over £75.
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 in full or you may request a refund back to the account which you placed the order from. 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.
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.
Stickers on Stickered puzzles can be prone to chips and peeling due to getting caught on fingers during solves or surfaces when not being used, This is sadly not covered under warranty, however, we do sell replacement stickers for many cubes to resolve the 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.