Here at JIGSAWSRUS, our primary focus is on quality of service. Over the years, we have found that the value of the goods is important, BUT so is the quality of service on offer.

This FAQ is aimed at providing as much information as possible, and we will be continually monitoring our service, and the feedback we receive for anything that we can add here to make your browsing and buying an easier and more enjoyable experience.

Of course should you feel that we should add something else, or add some informtion that other shoppers may benefit from, pleaseemail uswith your thoughts and we will consider the request.


Some Common Questions


So how do I order online?
So how do I order offline?
What are your usual delivery times?
How much is postage and packing? UK Deliveries
How much is postage and packing? Non-UK Deliveries
What is your Refunds and Exchange Policy?
Do You Have A Brochure/Catalog?
Will my details/information be kept private/secure?
What is 'pre-authorisation'?
How do I become 'pre-authorised?
What is your Exchange Rate?
How do you determine the Exchange Rate?
International Shipping Rates?
Can I change my registered email address?


Ordering Online


If you are new to 'buying online', or have concerns about 'shopping on the internet', then the following section, along with oursecurity,privacyandterms & conditionspages will hopefully assist you and explain how 'it all hangs together'.


Step 1. Locating products and loading them into your basket


Obviously, the first thing to do is have a browse around the shop - it doesn't cost anything - and locate the product, or products you wish to purchase. Every product has a 'summary' and a 'detailed' section. Once on the product details page (by clicking on the product picture, a larger, more detailed image will be shown in a popup window), you will see the product code number, the price (ex-vat) and the rate of VAT that will be charged on the product. Just to the right is a 'dropdown' box that contains the value of the quantity you require. Once you have selected how many you want then just click on the 'Add' button, which will add the product(s) to your shopping basket (this can clearly be seen in the top right section of the web page) and, following a very short delay, return you to the product details page. You may also click on the 'view basket' link at any time to view the detail of what isin your basket, recalculate (after adding/removing products), empty your basket or begin the 'checkout' process.


Step 2. The Checking Out Process


When you are happy with what you intend to buy and you are ready to purchase the goods you have placedin your basket, then click on thecheckout linkand you will be presented with the 'Checkout - Step 1' page. This page requires you to 'login' using your registered email address (this is another security feature). Do not worry if you have not registered previously as you can still purchase your goods!

If this is the first time you have purchased a product from us, then fill in the 'Email Address*' box with your email address and leave the 'customer password' field blank. A secret password will be automatically generated (which you can change at anytime) and emailed to the address you have registered once you click on the 'proceed' button.

If you have already registered and received a password, please re-enter both the email address and your current password before clicking on 'proceed'. If you have previously registered and you cannot remember your password - it happens to us all! - then just enter your registered email address in the 'Forgotten Your Passord' box and your secret password will be emailed directly to your registered email address.

When you click on the 'proceed' button, you will be presented with the 'Checkout - Step 2' page. This is where we need to ask where you are asking us to send the goods to, how you intend to pay for them, and if you have acouponthe code can be entered here.

Next you will be asked to select the method of delivery. Only options that are valid for you are presented here. Choose your preferred delivery method and click on 'proceed'.

Finally you will be shown the exact details of what you are ordering, the exact amount you will be charged (whether that be via your Credit/Debit card, or an 'offline' payment method), where the item will be billed to and where it will be despatched to. Your contact information will also be displayed - you may change this if you wish - and a 'comments' box where you can specify any 'extra' information that we may need to know. You can also elect to be notified via email everytime the status of your order changes (i.e. payment received, packed, despatched etc.) and our standardTerms and Conditionsare displayed. Once you are happy with the information, then please click on the 'complete order' button at the foot of the page, and this will either take you through to WorldPay to have your Credit/Debit card details obtained, or the offline/pre-authorisation order page will be displayed.

And that's it! Your goods will be despatched ASAP!


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Ordering Offline


Please see our comprehensive help page aboutOffline Ordering


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Delivery Times


We have a Royal Mail collection service Monday through to Friday each week - there is no Saturday/Sunday collection. The collection is made around 12:15 each day. Once the parcels have gone and in transit, we update your order to confirm this. Assuming you pay be Credit/Debit card, the parcel should be packed and ready to go the following day. Then dependent on the weight and postage (i.e. whether the parcel goes first class, second class, or Parcel Post) your parcel will arrive within the next day or so. Our average turnaround from order to you taking delivery is 3-4 days and we monitor this. If you experience poor delivery times, then please email us to tell us so that we can take this up with Royal Mail. Obviously at busy times of the year, such as Christmas the parcels may take longer to arrive due to the amount of parcels we send and because Royal Mail are at their busiest.


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Delivery Costs


All our parcels are wrapped in either cardboard (we try to re-cycle and re-use as many boxes as we can), or LARGE BUBBLE Bubble-Wrap, and brown paper with plenty of tape. We make NO CHARGE whatsoever for this wrapping - we absorb the costs. We use this method for obvious reasons - you want to receive the parcel in the best condition possible. We have 'played football' with some of our parcels and (within reason!) have not seen any damage. Many competitors either just use brown paper, or small bubble bubble-wrap and brown paper. We subsidise the postage and only charge postage at a minimal cost.

Standard UK Delivery   Orders placed before 9pm Monday to Friday, will be despatched the following day* (Friday's order's are despatched the following Monday) and will be delivered, on average, in 1-3 working days later to most mainland UK destinations (see below for all delivery times and costs). Deliveries are made Monday to Friday between 8am and 6pm and orders are delivered by Royal Mail or DHL. The delivery method we use is based on the size, weight and value of the order. Bank holidays etc. will obviously affect the delivery schedule "Express" postal services offered at checkout time include a complete service description
Order Value:	Method:	Charge:	Delivery Times:
Upto £7.99 *	Standard Delivery	£2.95	1-3 Days
Upto £15.00 *	Standard Delivery	£3.95	1-3 Days
Upto £30.00 *	Standard Delivery	£3.49	1-3 Days
Upto £50.00 *	Standard Delivery	£2.49	1-3 Days
Over £50.00 *	Standard Delivery	FREE!	1-3 Days
* Price is Inc-VAT
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International Delivery International customer should read this section to fully understand what we can and can't do, how much it costs and how long it takes. We use a mixture of FedEx and DHL which provide a GUARANTEED, TRACKABLE door-to-door service (some smaller orders may go via Royal Mail) to deliver our international orders. Orders placed before 9pm Monday to Friday, are usually despatched the following day (Friday's order's are despatched the following Monday, and it also depends on a FedEx/DHL collection time slot) and will be delivered, on average, to Europe in 3 working days, USA and Canada in 5 working days and the Rest Of The World within 7 working days (goods must be in stock; a PO Box is NOT allowed as a shipping address - there are NO exceptions). Deliveries are made Monday to Friday between 8am and 6pm. The delivery method used is based on the size, weight and value of the order - please use the table below for the actual costs. * PLEASE NOTE. As a rough guide £100 is approx. 9 * 1000pc puzzles, and £200 is approx. 18 * 1000pc puzzles
Order Value:	Destination:	Charge:	Delivery Times:
Upto £10.00 *	Europe	£8.25	3 Working Days
Upto £20.00 *	Europe	£10.99	3 Working Days
Upto £100.00 *	Europe	£28.99	3 Working Days
Upto £200.00 *	Europe	£55.99	3 Working Days
Upto £6.50 *	USA/Canada	£13.49	5 Working Days
Upto £15.00 *	USA/Canada	£19.49	5 Working Days
Upto £100.00 *	USA/Canada	£41.99	5 Working Days
Upto £200.00 *	USA/Canada	£69.99	5 Working Days
Upto £6.50 *	Rest Of World	£13.49	7 Working Days
Upto £15.00 *	Rest Of World	£19.49	7 Working Days
Upto £100.00 *	Rest Of World	£41.99	7 Working Days
Upto £200.00 *	Rest Of World	£69.99	7 Working Days

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What is your Refunds and Exchange Policy?


Our main focus is on quality of service. Please ensure that you really wish to purchase the goods that your are ordering, as although we do offer a standard cooling off period, we do not bear the cost of returning the goods to us and we do not refund the cost of the original delivery charges. We will accept the return of goods purchased from us, but they must be in their original packaging and in a re-saleable condition. The responsibility of the safe return of the goods to our shop is with you, the customer. If you do need to return any goods, then please ensure you email usherequoting your original order number and when you posted the goods. Until we receive the goods back into our shop in a re-saleable condition, we are sorry but we cannot refund the original cost back to you.


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Do You Have A Brochure/Catalog?


Sadly not. Before this "Interwebbythingmebob" came along we used to produce them but we always ended up either throwing lots away, not printing enough or including items that were discontinued by the manufacturer just after we'd printed them!

EVERY puzzle we have for sale is listed on our website, and our website is our stock system, therefore if it's listed on our website as being in stock, it almost certainly is.


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Will my details/information be kept private/secure?


We only collect the details we require to process your order (see the section onsecurityfor more details. All information gathered is kept strictly confidential. See ourprivacy policyfor the strict guidelines we adhere to.


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What is 'pre-authorisation'?
How do I become 'pre-authorised?


To pay by 'offline' methods (i.e. NoChex and Personal Cheques), you have to be 'pre-authorised' by JIGSAWSRUS.COM. We will consider ANY customer for pre-authorisation, but existing customers are more likely to qualify. Why? Well this method of payment will allow a customer to order goods through the shop and pay for them later. However, once the goods are ordered, the stock will be reduced in the shop, and the orders will automatically be generated for packing and posting. They WILL NOT be posted until payment has arrived/cleared, but if we get pre-authorised customers who are ordering stock and not paying for it, it will interfere with our stock tracking and also mean that we are packing parcels that are not going to be despatched. We also do not intend to chase people for payment. If you want to become pre-authorised, then it is up to you tocontact usand ensure your payments arrive in good time (within 5 working days). If customers who are pre-authorised do not maintain their credibility, this option will be withdrawn from their account.


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What is your Exchange Rate?
How do you determine the Exchange Rate?


Our exchange rates are reset, by us, on a regular basis. We will be automating this soon, but until then this is a manual process. We receive a feed from the web on a daily basis, and when we set the exchange rate within the shop, we do so by averaging it out over the previous 7 days. Some weeks we will "win" some weeks, you the shopper, will "win". However we have found that some weeks there is such a little movement in the rates that we don't bother. Doing it this way, we feel we are being fair and we are being honest enough to state how we do it upfront!


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International Shipping Rates?


Although we try to keep up to date with exchange rates and international shipping rates, WE RESERVE THE RIGHT to amend orders where major postal and exchange rate discrepancies happen. If this is the case, WE WILL NOTIFY YOU and offer you the chance to cancel the order, or alter your payment to take into account the discrepancy.


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Can I change my registered email address?


Yes! However, pleaseemail usand we will do it for you. The reason for this is that we and our website use your registered email address as a primary customer contact point and should it be changed whilst we are processing an order then we will not know who changed it, from what and to what!


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