Delivery & Returns
Christmas 2023: The last order date for standard delivery is Sunday 17th December. The last order date for priority delivery is Tuesday 19th December. We will keep posting items up until Thursday 21st December, but these might not arrive in time for Christmas! If you would like to discuss a Special Delivery Guaranteed delivery then just get in touch and we can quote for this.
We offer free standard delivery when you spend over £39. Standard delivery is £2.99 if the order is under £39.
We also offer a Priority Delivery service for £4.99 (dispatched same/next working day and sent on a 24hr/1st Class service).
Standard Delivery is via Royal Mail 2nd class parcel or tracked 48hr ParcelForce courier for larger/heavier orders. We aim to dispatch items the next working day after you place your order (although please be aware that this may take longer at busier times!). You should then receive your parcel within 2-3 working days. If you need your order sooner though then get in touch and we’ll see what we can do to help!
International Shipping
Please contact us if you'd like to discuss an overseas order (orders@puzzlebug.co.uk or via social media DM) and we'll do our best to help and get you a competitive shipping quote! The website is not currently set up to calculate shipping outside of the UK, but we're happy to get you a quote and arrange it for you.
Our Packaging
We also try to be as environmentally responsible as possible with all our packaging – we reuse everything we can that gets sent to us. We also work with other local businesses in our town to reuse boxes that they've had with deliveries too (so you might receive a random box that we have rescued from one of our neighbouring businesses!). Any packaging that we purchase is recycled, recyclable and plastic free.
Local Delivery
If you’re local to us (Penarth and surrounding areas) then we also offer Free Local Delivery. Just select the 'Local Delivery' option at checkout if this comes up as an option for your address!
Returns Policy / Damaged or Missing Items
If you change your mind then no problem! You can return your unused products in new condition and original packaging within 28 days for a full refund. Your statutory rights as a consumer are not affected. Before returning anything you need to let us know via email (orders@puzzlebug.co.uk) and package appropriately as we can’t be responsible for any damages in transit.
If your order arrives damaged or is faulty on arrival then let us know ASAP (and within 28 days) and we’ll send you a prepaid label to return it to us for a new one to be sent as quickly as we can!
If your parcel has not arrived within expected timescales then let us know and we will investigate. Please report any missing parcels within 14 days of expected delivery to allow us to investigate fully with Royal Mail and our couriers.
Any other problems then just get in touch with us at orders@puzzlebug.co.uk – we really value our customers and will always go the extra mile to make sure you’re happy too!
Returns Address: PuzzleBug HQ, 89 Windsor Road, Penarth, CF64 1JE
You can also read our full terms and conditions here.