Frequently Asked Questions

Product information

What Makes Wentworth Wooden Jigsaws so Special?

The Wentworth Wooden Jigsaw Company has been producing exquisitely crafted wooden jigsaw puzzles since 1994 and has become known for its quality & design.

Our skilled design team produces each cut, most of which include our famous unique themed whimsy jigsaw pieces. Whimsies are specially shaped pieces cut into puzzles on a whim by Victorian hand cutters and Wentworth is one of the only companies still producing these unique puzzles. From nature to music, from stately homes to the beach, from gardens to vintage transport, we have a cut pattern to suit most requirements. 

The majority of our puzzle sizes include whimsy pieces, apart from sizes that have extra difficult cut patterns where pieces are repetitive. 

Wentworth offers exquisite high-quality puzzles ranging from 40 to 1,500 pieces, whether you are a beginner or an experienced puzzler there is something for you.

We can turn your own paintings, drawings and photographs into puzzles using over 700 themed cut patterns to make the perfect jigsaw for yourself or as a unique gift.

What do the letters W, T, S, R, and N refer to?

Our puzzles come in various sizes, and the W, T, S, R, and N refer to the size of the board, so for example, a size W is a 14x10" board. The sizes each puzzle is available in are specified on the product page. 

Do you have a catalogue?

Wentworth Wooden Jigsaws produce a new catalogue four times a year. This contains the latest exciting new images and offers for our customers to browse through and order from. 

We also have an annual catalogue which shows best sellers from previous years. The catalogue can be viewed and downloaded here.

Please note that our full range is available online and we do not have a catalogue of our full range. 

You can request a catalogue online, call us on UK Freephone 0800 731 1662, USA Toll-free number 1 866 808 5821 or overseas +44 (0)1666 840033, or e-mail us at customerservice@jigsaws.co.uk, and we will add you to our mailing list!

 

Can I download your latest catalogue?

Yes! Simply click here.

Can I choose cut pattern for my Personalised Puzzle?

Although you cannot choose a specific cut, you can rest assure that we will do our best to match your personal image with one of over a thousand cut patterns that will compliment your image perfectly. Our very own ‘In house’ design team are constantly adding to our library of cuts. Many of our NEW ‘seasonal collection’ puzzles include brand new cut patterns with whimsies created especially to suit a specific image or small selection of images. These cut patterns are also used for Personal Puzzle selection. If you have a specific requirement eg. You would like a Train cut on a picture of your Dog, please be sure to add a message to your order and we will do our very best to fulfil this requirement.

If you are after something really special and want a personalised cut we offer this with our Bespoke Puzzles. Prices for Bespoke Puzzles start at £250. Please contact our office for further details on UK Freephone 0800 731 1662, USA Toll-free number 1 855 664 8243 or overseas +44 (0) 203 810 4552.

What is a Wentworth Wooden Jigsaw made from?

Our puzzles are made from a specially developed wooden board called Medite PremierTM, all taken from sustainable sources.

Can we visit Wentworth and see how the puzzles are made?

Group visits can be made by appointment, however we have a busy factory so we are unable to show people around on an informal basis. Group visits are usually accommodated on Tuesday evenings from April to July, between 6pm and 8pm for a maximum of 20 people. The cost is £5 per head. To make an appointment, please email sarah@jigsaws.co.uk

What if I can't find an image I like?

We are continually adding new images but if you can't find a suitable image then why not create a Personalised Puzzle using your own photo? 

Please note that due to licensing laws we cannot reproduce images taken from galleries, websites or any other work that is the protected right of the artist or institution. 

Can I decide whether to have an image on the box or not?

Yes, but only on Personalised Photo Puzzles. Simply tick/untick the "Clueless?" option as required after selecting the size of puzzle you want to order on the product page. Ticking the 'Clueless?' option means that your puzzle will arrive without the puzzle image on the front of the box. Making it a surprise or more difficult!

Please note that some items are not available as Clueless, details will be within the products description.

I have lost a few pieces from my puzzle, can you replace them?

Sadly we can't provide replacement pieces because at Wentworth Wooden Jigsaws each puzzle is individually cut by lasers so we are unable to manufacture single pieces as there is no guarantee they will fit exactly. However, please take the time to read the checklist below;

Far too obvious, right?

  • Check the Box - You may think you've emptied it out but there could be that one resilient piece holding on in the corner. Be sure to check inside any paper inserts and even look under the box to check it's not hiding underneath.
  • Fellow Puzzlers - There's nothing more satisfying than putting that last piece into place so double check with anyone else involved that they aren't holding on to it just to have the final piece. Also, check that no one else is enjoying making the puzzle that little but more puzzling as you search high and low for your final piece.
  • Small and furry - Check for any pets lurking nearby looking rather guilty and then check their favourite hiding places (normally their bed).
  • Vacuum - Taken a break from the stress of your puzzle to regain some order? Check the vacuum bag for your little, lost piece.
  • Check every room - Your house may look like it's been ransacked by a hungry bear but at least you'll have that all important piece. Empty drawers, overturn cushions, rip up the rugs, check under that one loose floorboard and of course make sure you're not sitting on it.
  • Although beautiful our puzzles can be tricky, so make sure everything that is already in place is correct and you haven't put something in the wrong place by accident, throwing the whole puzzle off course.

Still can't find it? Take a step back... breathe... it's going to be okay.

Please call us to find out what other options there may be available on UK Freephone 0800 731 1662, USA Toll-free number 1 866 808 5821 or overseas +44 (0)1666 840033, or e-mail us at customerservice@jigsaws.co.uk, and we will try and put you in touch with someone who can help.

Can I have any image in any size of puzzle?

The majority of our images are available in most of our standard sizes. But, some limited editions or puzzles that feature special cut patterns  are only available in irregular sizes. Puzzles that are not in standard sizes are specified in the product description.

If you need any further help or advice please call us on:

UK Freephone 0800 731 1662

USA Toll-free number 1 866 808 5821

Overseas +44 (0)1666 840033

or e-mail us at customerservice@jigsaws.co.uk and we will try to help

Why doesn't my puzzle look the same colour as the image I saw on my computer screen?

All computer screens have embedded colour profiles. In most cases what you actually see on your home computer screen is not necessarily what you see when printed. Using state of the art digital printing technology we produce high quality colour accurate images to a worldwide Print industry standard.

Do you have a retail outlet?

Unfortunately, we do not have a retail outlet or shop that stocks all our puzzles. You will find some of our puzzles at various outlets across the country in places* such as National Portrait Gallery, National Gallery, Blackwell’s, Sherlock Holmes Museum, The Wallace Collection , St. Paul's Cathedral and Arty Globe - all in London and also lots of National Trust properties around the UK stock our puzzles of own images. John Lewis Plc in Bluewater, Kingston, Birmingham, Leicester, Reading, York, Trafford and Newcastle also stock some of our puzzles.

The best way to access our entire range is via our website, you can also request a catalogue online and order over the phone.

You can always contact us for details of stockists in your area. 

*the puzzles might be bespoke to the relevant outlet.

Ordering

How do I order a Wentworth Wooden Jigsaw if I don't want to order online?

If you don't want to order on our website you can phone our order line on UK Freephone 0800 731 1662, USA Toll-free number 1 866 808 5821 or overseas +44 (0)1666 840033. 

Please note our customer service phone lines are now open between 9am – 5.30pm (GMT) Monday – Friday, when our own sales advisors will be on hand to take your order or answer your questions. You will no longer be directed to a call centre during these hours.

Weekends will be covered by (UK based) call centre staff, who are not a dedicated to Wentworth Wooden Puzzles. Please be aware they will only be able to take your order - they will not be able to offer any advice on our puzzles or access the details of your previous orders. The order lines are open 24 hours during Saturday and Sunday.  

Alternatively you can email your enquiries to us at customerservice@jigsaws.co.ukWe aim to respond to your email by the next working dayOur working days are between 9am – 5.30pm (GMT) Monday – Friday and we will aim to respond within one working day.

How long will it be before I receive my order?

All orders excluding Personalised Puzzles are usually despatched within 7 days but occasionally it can take up to 10 days. Personalised Puzzles are made to order so do take longer and can take up to 21 days at busy times.

Delivery within Mainland UK should be within 1-2 days (Royal Mail 1st class), please allow additional time for items shipped outside of Mainland UK.

How do I pay for my order online?

How do I pay for my order online?

When placing your order online we require payment in full before an order can be processed. We accept payment by debit or credit card only and can accept Maestro (Switch), Visa, Visa Electron, Mastercard and Visa Debit. We debit card payments at point of order.

Please note we are unable to accept payment via bank transfer or Paypal.

If you are paying for your order with a non-UK card please note that your card issuer will convert prices to your local currency at the exchange rate at time of purchase. Because of this we are unable to advise the exact amount you will be charged in your local currency, for a rough guide you can visit www.xe.com for current exchange rates.

Is it secure to send my payment over the internet?

All payments are processed securly via Sage Pay. Please note that the padlock will appear in your internet browser when you enter your payment card details meaning this information is encrypted and secure.

If you would rather order over the phone you can call us on UK freephone 0800 731 1662, on USA Toll-free 1 866 808 5821 or +44 (0)1666 840033 (overseas) between 9am – 5.30pm (GMT) Monday to Friday (excluding UK Bank holidays).

Can I have an account as I am a regular purchaser?

We regret we do not offer account facilities to individuals. 

However, If you love puzzles and buy 12 a year then consider our Platinum Membership - you save 20% off puzzles and get FREE UK POSTAGE! So what's included? With Maxi Platinum Membership you can order 12 maxi puzzles over a 12 month period - that's 3 puzzles together every 3 months. You can choose any maxi 250 including all our latest puzzles*! Perfect for people who love puzzles or even as a gift for a loved one. The cost for this membership is only £278. 

Please note this product is available for customers in the UK only.
*only applicable to standard maxi 250 piece puzzles, excludes personal puzzles.

Do you offer bulk discounts?

Yes, if you are wishing to buy product in bulk please visit our trade section www.wentworthpuzzles.com/trade, call us on +44 (0)1666 840033 or e-mail us at sales@jigsaws.co.uk for a quote.

How do I apply a discount?

If you are given a discount code for a special offer, then this must be entered in the correct location before you pay for your order. 

Enter your discount code into the box provided in your online shopping basket. You can make sure that the discount has been applied by reviewing your order summary totals at the bottom of the page. It is your responsibility to make sure your order is correct before proceeding with your payment, as we are unable to apply any discounts retrospectively. Discount codes / offers cannot be combined or used on purchases of boards or frames.  Previous purchases are not eligible for any current and /or future offers. 

It is not sufficient to put the discount code in the order comments box.  Discounts will not be applied if the code is entered there.

Can I buy Wentworth Wooden Jigsaws anywhere else?

Unfortunately, we do not have a retail outlet or shop that stocks all our puzzles. You will find some of our puzzles at various outlets across the country in places* such as National Portrait Gallery, National Gallery, Blackwell’s, Sherlock Holmes Museum, The Wallace Collection, St. Paul's Cathedral and Arty Globe - all in London and also lots of National Trust properties around UK stock our puzzles of own images. John Lewis Plc in Bluewater, Kingston, Birmingham, Leicester, Reading, York, Trafford and Newcastle also stock some of our puzzles.

The best way to access our entire range is via our website, you can also request a catalogue online and order over the phone.

You can always contact us for details of stockists in your area. 

*(the puzzles might be bespoke to the relevant outlet) 

How do I change or cancel an order?

We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on UK Freephone 0800 731 1662, USA Toll-free number 1 866 808 5821 or overseas +44 (0)1666 840033, Monday to Friday 9am - 5.30pm (GMT).
(with exception of weekends and UK bank Holidays), or email us customerservice@jigsaws.co.uk . Please be ready to quote your order number.

If your order has already been dispatched or delivered, then you'll need to follow our Returns Procedure in the event of any unwanted products. 

Why my order hasn't arrived yet?

All orders, excluding Personalised Puzzles, are usually dispatched within 7 days but occasionally it can take up to 10 days. Personalised Puzzles are made to order so do take longer and can take up to 21 days at busy times.

Delivery within Mainland UK should be within 1-2 days by Royal Mail 1st Class, please allow additional time for items shipped outside of Mainland UK. 

Please note: From the date of dispatch, we are advised to allow up to *14 working days for UK delivery and *28 working days for Overseas. Although the postal services should leave notification if they have tried to deliver your order whilst you were out,  it’s always worth contacting your local Post Office in the first instance to see if the parcel may be awaiting your collection. You will need to let us know if your order has still not arrived after the *allowed working days.

The majority of our orders are shipped with Royal Mail services (regular mail) which are not a tracked service.

Personal Puzzles

I am having problems uploading my personal puzzle image, what's wrong?

We have a file size limit of 5MB so your image may be too big. If you are experiencing problems simply e-mail your image to images@jigsaws.co.uk and include your name, address, telephone number and what size puzzle you want to order and we will get back to you as soon as possible. If you have multiple large images you can also post them to us on a disc, please ensure you include contact details and write on the disc so we are able to identify you.

What size photo do you need for a personal puzzle?

A good resolution image is the key to producing a great puzzle. Generally digital images produce the best results; a resolution of 300dpi is optimum. 
If you are sending us an original photograph we get the best results from 5x7" or 6x4" prints. 

Please note that some cropping will occur when we cut your puzzle, approximately 5mm all round. Please take this into consideration when submitting your image especially if you have an image tightly cropped around a person or object.

We check all personal images before proceeding with an order but if you are unsure then please call us on UK Freephone 0800 731 1662, USA Toll free number 1 866 808 5821 or overseas +44 (0)1666 840033, or e-mail us at customerservice@jigsaws.co.uk for advice, we are happy to help. We will always contact you if we have any concerns with the quality of reproduction.

Can you edit my image for me?

Unfortunately we do not offer a free image editing service. When we receive your image our design team will resize your image to fit the size ratio of your requested puzzle. Sometimes this involves cropping a small amount from the image, if a large amount needs to be cropped we will notify you. In most instances you will not even notice that there has been any loss, we will not crop off people’s heads etc, we are very careful to make sure your puzzle is reproduced to the highest standard and quality. If you require us to do any substantial work on your imagery please contact us on UK Freephone 0800 731 1662, USA Toll free number 1 855 6648243 or overseas +44 (0) 203810 4552, or e-mail us at customerservice@jigsaws.co.uk for further information and costs.

Can I choose cut pattern for my Personalised Puzzle?

Although you cannot choose a specific cut, you can rest assure that we will do our best to match your personal image with one of over a thousand cut patterns that will compliment your image perfectly. Our very own ‘In house’ design team are constantly adding to our library of cuts. Many of our NEW ‘seasonal collection’ puzzles include brand new cut patterns with whimsies created especially to suit a specific image or small selection of images. These cut patterns are also used for Personal Puzzle selection. If you have a specific requirement eg. You would like a Train cut on a picture of your Dog, please be sure to add a message to your order and we will do our very best to fulfil this requirement.

If you are after something really special and want a personalised cut we offer this with our Platinum Puzzles. Prices for Platinum Puzzles start at £250. Please contact our office for further details on UK Freephone 0800 731 1662, USA Toll free number 1 855 664 8243 or overseas +44 (0) 203 810 4552

Postage and VAT

How do you calculate shipping charges?

How do you calculate shipping charges?

Delivery charges are automatically calculated on the size of your order and the delivery country. Our shipping charges are calculated in zones, see below which country is in which zone:

UK: United Kingdom including Northern Ireland

Euro Zone 1: Alderney, Guernsey, Herm, Isle of Man, Jersey, Sark, Republic of Ireland, Belgium, Luxembourg, Netherlands, Corsica, Denmark, France, Germany, Monaco

Euro Zone 2: Azores, Formentera, Greece, Ibiza, Italy, Madeira, Mallorca, Menorca, Portugal, Sardinia, Sicily, Spain, Albania, Andorra, Armenia, Austria, Belarus, Bosnia and Herzegovina, Bulgaria, Cape Verde, Croatia, Cyprus, Czech Republic, El Hierro, Estonia, Faroe Islands, Finland, Fuertevetura, Georgia, Gibraltar, Gran Canaria, Greenland, Hungary, Iceland, Kosovo, La Gomera, La Graciosa, La Palma, Lanzarote, Latvia, Liechtenstein, Lithuania, Macedonia, Malta, Moldova, Montenegro, Norway, Poland, Romania, Russia, San Marino, Serbia, Slovakia, Slovenia, Spitsbergen, Svalbard, Sweden, Switzerland, Tenerife, Turkey, Ukraine, Vatican City

USA & Canada: USA & Canada

Australasia: Australia, Brunei, Burma, Cambodia, China, Christmas Island, Cocos (Keeling) Islands, Cook Islands, Fiji, French Polynesia, Guam, Hong Kong, Indonesia, Japan, Java, Kiribati, Korea, North, Korea, South, Laos, Macau, Malaysia, Micronesia, Mongolia, Nauru, New Caledonia, New Zealand, Niue, Norfolk Island, Northern Mariana Islands, Papua New Guinea, Philippines, Pitcairn Islands, Samoa, Singapore, Solomon Islands, Taiwan, Thailand, Timor-Leste, Tokelau, Tonga, Tuvalu, Vanuatu, Vietnam, Wake Island, Wallis & Futuna

Rest of World: Afghanistan, Algeria, Angola, Anguilla, Antigua, Argentina, Aruba, Ascension Island, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Barbuda, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Botswana, Brazil, British Indian Ocean Territory, British Virgin Islands, Burkina Faso, Burundi, Cameroon, Cayman Islands, Central African Republic, Chad, Chile, Colombia, Comoros, Congo, Democratic Republic of the, Congo, Republic of the, Costa Rica, Cuba, Curacao, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands (Islas Malvinas), French Guiana, Gabon, Gambia, Gaza Strip, Ghana, Grenada, Guadeloupe, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Hawaii, Honduras, India, Iran, Iraq, Israel, Ivory Coast (Cote d'Ivoire), Jamaica, Jordan, Kazakhstan, Kenya, Kuwait, Kyrgyzstan, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Maldives, Mali, Martinique, Mauritania, Mauritius, Mexico, Montserrat, Morocco, Mozambique, Namibia, Nepal, Nevis, Nicaragua, Niger, Nigeria, Oman, Pakistan, Palau (Belau), Panama, Paraguay, Peru, Puerto Rico, Qatar, Reunion, Rwanda, Saba, Sao Tome &, Principe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Georgia & South Sandwich Islands, Sri Lanka, St Eustace (Sint Eustatius), St, Helena, St Kitts , St Lucia, St Martin (Sint Maarten), St Pierre & Miquelon, St Vincent & The Grenadines, Sudan, Suriname, Swaziland, Syria, Tajikistan, Tanzania, Tibet, Tobago, Togo, Trinidad, Tristan Da Cunha, Tunisia, Turkmenistan, Turks & Caicos Islands, Uganda, United Arab Emirates, Uruguay, Uzbekistan, Venezuela, Virgin Islands, West Bank, Western Sahara, Yemen, Zambia, Zimbabwe

For delivery charges click here.

I'm from outside the UK, do I still pay VAT?

No, however, all our prices are fixed, the price you see is the price you pay and if you are from outside the UK this price does not include VAT.

Why is it cheaper on postage for me to order puzzles separately than together?

In some instances it may be cheaper to order puzzles separately when they are being shipped outside the UK. 

This is because we use both the Royal Mail and Parcelforce for shipping goods. Using the Royal Mail for shipping can only be used on smaller parcels meaning larger parcels containing multiple items have to be shipped via our courier service Parcelforce. Using a courier service outside mainland UK is considerably more expensive and this is why shipping prices for larger orders are much higher.

Should you wish to place multiple orders for one destination, in turn paying less shipping, then this is fine but please note your items will be despatched separately and may not arrive at the same time.

Do your prices include postage and packing?

No, all prices quoted exclude postage and packing.

For postage charges click here.

Freephone Orderlines:

UK 0800 731 1662

USA Toll Free 1-855 6648 243

Worldwide +44 (0) 203 810 4552

Contact Customer Service:

Telephone: +44 (0) 203 810 4552
Fax: +44 (0)1666 840047
e-mail: customerservice@wentworthpuzzles.com

The Wentworth Wooden Jigsaw Company Limited
Pinkney
Malmesbury
Wiltshire
SN16 0NX
United Kingdom

US Time Zone Differences

GMT is 8 hours ahead of PST.

GMT is 7 hours ahead of MST.

GMT is 6 hours ahead of CST.

GMT is 5 hours ahead of EST.