At Puzzle On Demand, we have a strong focus on providing excellent service, high-quality products and fast delivery. Because all our products are made on-site in our London factory, we’re able to dispatch many items within 24 hours of ordering. Production and dispatch times for each item vary, please check the specific product page for further details. Having our own production facility means we can maintain quality control whilst ensuring you receive your products as quickly as possible.
Our delivery times are outlined below. Please note, these are delivery times and not production times. Weekends are not counted as production or dispatch days.
UK Delivery
For most orders under 2kg, we use Royal Mail’s 1st Class Recorded delivery service, which is listed as our ‘standard service’. This will be the default option unless your item is above 2kg or bulky in size. Royal Mail will deliver our orders the next working day 94% of the time, including Saturdays, however, it can sometimes take 2-5 working days, sometimes longer for some islands (and next day delivery for islands can take a bit longer). In very rare circumstances this can take up to 3 weeks.
For completely risk-free delivery please select our Guaranteed Next Day delivery option, which ensures your order is delivered the next working day and again includes Saturdays. This service uses Royal Mail’s Special Delivery service, or City Link if the package is over 2kg or particularly bulky. If you’d like to choose this option, you can select it during checkout.
The default service for parcels over 2kg or bulky is through FedEx or DHL, who deliver the next working day – not including Saturdays - and is included as part of the standard service. Saturday delivery can be chosen for an extra charge during checkout.
International Delivery
For the majority of international deliveries, Puzzle On Demand will use FedEx, DHL, TNT, Yamato or similar services. Please allow between 3 and 12 for your package to arrive from the UK, this could be longer for remote areas. Shipping costs and times can vary significantly depending on the area, and it may be necessary to charge an additional fee. If this was to occur we would call you to discuss taking payment before the charge is incurred. If you have any queries please contact our customer service team and we can discuss this further.
Customs Tax / Duty
We are happy to offer worldwide shipping with customs duties paid for most countries. Please contact us via the web chat for more information.
If your order is to be delivered outside the UK or one of our corresponding international sites, you may incur additional charges beyond our control. This could be non-reclaimable customs tax as well as administration fees. We advise checking the specific customs or import duty policies for your delivery country.
Royal Mail Strikes
To beat the Royal Mail strikes we recommend upgrading your standard delivery to the Special Delivery Guaranteed service for small parcels under 2kg. Special Delivery services get priority treatment when the workforce returns to work. If you order your delivery to a work address we can provide a free courier upgrade to ensure you receive your purchase.
Adverse Weather Conditions
In adverse weather conditions, delivery times to certain areas in the country can be affected. We work closely with our delivery services so you can receive your parcel as soon as possible. We select the courier dependent on their ability to deliver to certain areas, particularly in adverse weather. You’ll be notified of your courier service upon dispatch of your order, but please check their websites for live updates.
Christmas Orders
Our experience over the years allows us to provide a guaranteed Christmas delivery service all the way up until the 20th December (if ordered from within the UK). If you’re ordering internationally, please allow an additional 7 days for the Christmas deadline.
Bank Holidays
Over the bank holidays, some of our Customer Service Agents take a well-earned break. We'll still be open but will operate on a limited service. Couriers will not deliver on the bank holiday itself, neither will they class it as a working day, however, we will continue to produce your orders as quickly as possible.