Frequently Asked Questions

Frequently Asked Questions

Q. Why have I received an email from a company called Trustpilot?
A. We aim to offer our customers the best possible service and products available. One of the tools we use to achieve this is to send our customers feedback requests via an independent company we work with called Trustpilot. You will be sent an email that is quick and simple, that allows you to rate the product you have purchased and the service you have received. Not only do we get to see the results, but so also does anyone who visits our website, where anyone can see what our customers have said about our services and our products.

Q. How secure are my details?
A. Our website provides 100% safe shopping.

Q. Can I place an order by Telephone?
A. Yes. You can place an order by Telephone, by calling us on +44 (0) 1837 811 316. Our office hours are 9.00 am - 5.00 pm Monday to Friday and we can accept payment by VISA/MasterCard and American Express Cards.

Q. How will I know if my order has been processed?
A. We will e-mail you an order acknowledgement within 24 hours, but please do check your spam in case it has filtered into this section! If you haven’t received an e-mail, please contact our Customer Services team on +44 (0) 1837 811 316, and they will check that we have received your order.

Q. I’ve just placed an order, but would like to change some of the details.
A. If you have just placed an order, please e-mail, or telephone our Customer Services team on +44 (0) 1837 811 316. As our gift products are individually made and tailored to your requirements, we cannot guarantee to make a change if we are notified more than 24 hours after receipt of order.

Q. How can I pay for my order?
A. We accept the following credit/debit cards: VISA, MasterCard, American Express and Maestro. If you wish to pay for your order by cheque then please make the Sterling cheque made payable to ‘All Jigsaw Puzzles Limited’; please remember to add the correct postage.

Q. Do your prices include VAT?
A. All our prices are inclusive of VAT, where applicable. Most laminated and framed wall maps are zero-rated. EU Taxes and Tariffs - Jan 2021

Q. How much is delivery?

A. See our delivery options.

Q. When can I expect my order to arrive?
A. See our delivery times.

Q. How long will it take for my order to arrive and what will the delivery cost?
A. This will depend on the product that you have ordered, and you can find our delivery times and prices in this

Q. Will all my items arrive together?
A. We will always attempt to have all your items sent in one dispatch, however, it may be necessary depending on the selection of gifts you have bought, to mail them separately. In these cases we’ll make sure that your dispatch note advises you! You will only be charged for a single delivery even if we send your order separately.

Q If I order more than one personalised map jigsaws of the same type how can I tell which puzzle is which?
A.To identify each puzzle please open up each box, loose inside the box you will find a small piece of cardboard that contains the centre information for that particular puzzle.

Q. Do you offer international shipping?
See our shipping details.

Q. Can I collect my order from Butler & Hill?
A. Yes, although we operate primarily as a mail order company, customers are welcome to collect their own orders directly from us. Please always phone in advance so that we can check that stock is available or your order has been manufactured. Please bear in mind that products that are created to order, for example site-centred jigsaws, take up to 7 days to manufacture so orders need to be received well in advance of collection date.

Q. Can you supply me with a full postcode for a particular address?
A. No, however the Royal Mail can via their Postcode Finder.

Q. I’d like to order a Map or a Jigsaw, but live on the coast, can you move the centre point inland?
A. Yes, we can! If you do not have an exact address of the location, please call our one of our Customer Services team, on +44 (0) 1837 811 316, and we will be able to establish a centre point with you. Or if you have managed to obtain co- ordinates, please just call us with these details.

Q. Can I order any map/jigsaw gifts for any other countries?
A. Yes. We are also able to offer Jigsaws for the
USA, Canada, Germany and The Netherlands, and hope to expand this range further in the future!

Q. What is a ‘Whimsie’?
A. Whimsies were invented by Victorian craftsmen who cut jigsaw shaped pieces on a whim! Our whimsies are chosen according to the type of jigsaw base that you have selected, i.e. for our Map based jigsaws the central piece will be a house shape, for the newspapers - yes it’s a newspaper! And, for our deluxe wooden jigsaw puzzles each will have many more whimsies within!

Q. Can I have my personalised gift sent to me tomorrow?
A. Unfortunately not. All our personalised gifts are unique to you and are handmade by our team of specialist craftsmen. And, because they are all individually crafted, we need time to ensure that they are produced to the high standard that you and we require. Our methods are traditional, so we do need a few days to make sure you have the perfect gift!

Q. Can I return my order?
A. If you are not entirely satisfied with your purchase then please contact us within 30 days of receipt of your purchase(s) either by e-mailing or telephoning +44 (0) 1837 811 316,.

Q. My goods are faulty; how do I arrange a replacement?
If you receive goods that are faulty or are incorrect then please contact our customer services and they will arrange refund or replacement.

Q. I have a complaint about my order; what can I do?
A. If you are not satisfied with your order or the level of service you have received please contact our customer services team; we always welcome feedback from our customers.

Q. What does Butler & Hill do to protect the environment?
A. All Jigsaw Puzzles (Butler and Hill) takes its environmental responsibilities seriously; you can read our environmental policy here.