FAQs

The Jigsaw Cellar FAQs

Q: Why is your site called The Jigsaw Cellar?
A: If you look at About Us, you will see that we are located in the 'cellar' of 41 Main Street, Kirkby Lonsdale, with our sister shop, The Book Lounge on the ground floor, above us. So the site is a 'play on words', that we think works well, we hope you agree.

Q: How environmentally friendly are you?
We aim to be environmentally friendly wherever possible.  Some of the jigsaw manufacturers have reduced the sizes of their boxes and are no longer wrapping the boxes in cellophane, and in some cases are using paper bags for the pieces. 

With this in mind, when we send out your orders, we will be reusing cardboard boxes whenever we can.

Q: What are your opening hours?
A: Our physical Store is open Monday to Friday 10am - 5pm, Sunday & Bank Holidays 11am - 4pm. our website

Q: How much is UK delivery?
A: Our postage and packing is FREE on all UK orders over £40 (£4.00 on orders below £40). As you checkout the postage options will be clearly displayed.

Q: Who delivers my order?
A: We use Royal Mail for all our deliveries in the UK. Please see our shipping details for further information.

Q. When can I expect my order to arrive?
A. We try to despatch all orders, received before midnight, the next day (Monday-Friday). Most orders are despatched within 2 business days. You may receive tracking information from the courier, enabling you to track your delivery.

Q. Can I collect my order
A. All orders can be collected from our shop in Kirkby Lonsdale, during normal opening hours (see above). Orders are normally ready for collection 2 hours after your order has been confirmed

Q. Do you offer international shipping?
A. Sorry NO, we only ship to UK.

Q. How will I know if my order has been processed?
A. You will receive an automated e-mail with your order acknowledgement within 24 hours, but please do check your spam/junk in case it has filtered into this section! If you haven’t received an e-mail, please email our Customer Services jigsaws@lunesdalebooks.uk and they will check that we have received your order. 

Q. I placed an order and I’m sure my payment was accepted, but I’ve had no confirmation from you.
A. Our system will automatically confirm jigsaw orders to the email address you enter when ordering online. If an email address is entered incorrectly, we can confirm your order by emailing jigsaws@lunesdalebooks.uk

Q. I have just placed an order but would like to change some of the details.
A. If you have just placed an order, please e-mail jigsaws@lunesdalebooks.uk

Q. Can I place an order by Telephone
A. Sorry NO, we are only able to accept orders via our website.

Q. How can I pay for my order?
A. We accept PayPal and credit/debit cards: VISA, MasterCard, and Maestro through our secure payment system.

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

Q. Do your prices include VAT?
A. All our prices are inclusive of VAT, where applicable.

Q. I received my jigsaw only to find that there were pieces missing.
A. We are not a manufacturer of these types of jigsaws, but a distributor of all the major UK brands. It is very unusual to find pieces missing, but some manufacturers offer a piece replacement service and we help our customers wherever possible to resolve their problems. Please use the claim forms below:

Gibsons: Gibsons Games Warranty
HOP: email admin@thehouseofpuzzles.com
Otter House: email sales@otterhouse.co.uk

All manufacturers require a photo showing where the missing pieces are.

If the manufacturer is not listed above, please contact our customer services team for advice by emailing us jigsaws@lunesdalebooks.uk

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 order by email: jigsaws@lunesdalebooks.uk Please note that all jigsaws must be in their original packaging to ensure a full refund.

Q. By mistake, I have ordered two copies of the same jigsaw. Am I able to return one of these to you for a refund?
A. Yes, we are happy to receive jigsaws back that have been ordered by mistake and we will refund the purchase price provided that we receive the jigsaw back in good condition to enable us to put it back into stock.

Q. I have received my jigsaw order and you have sent the wrong puzzle.
A. This very rarely happens, but if it does, please contact our customer services with your order reference number and we will swiftly resolve the problem.

Q. My goods are faulty; how do I arrange a replacement?
If you receive goods that are faulty they may still be covered by the manufacturer's guarantee. Please email our customer service team who will be able to advise you further.

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.