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Neue Weihnachtspuzzlekollektion – 15 % Rabatt – Code „HPDEXM24“ verwenden – Es gelten unsere – Bedingungen und Konditionen

Frequently Asked Questions

Product Information

Q1: What makes Wentworth Wooden Jigsaws so special?

A1: The Wentworth Wooden Jigsaw Company has been producing exquisitely crafted wooden jigsaw puzzles since 1991 and has become known for its quality and design.

Our skilled design team produces each cut, most of which include our famous unique themed whimsy jigsaw pieces. Traditionally, whimsies were specially shaped pieces cut into puzzles on a whim by Victorian hand cutters, and Wentworth is one of the only companies still producing these puzzles with their unique shapes. From nature to music, stately homes to the beach, and 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 themed cut patterns to make the perfect jigsaw for yourself or as a unique gift.

Q2: Do you have a catalogue?

A2: We release four brand new catalogues a year, Spring, Summer, Autumn and Christmas. They contain our exciting new images and offers for our customers to browse through and order from. We also have an annual catalogue* which includes a wider range of our puzzles and best sellers from previous years. This catalogue can be viewed here.

*Please note that we do not offer a catalogue which includes our full range, our full range is only available online.

If you would like a free catalogue, simply either fill out this form, call us on one of the numbers below or email us at customerservice@wentworthpuzzles.com, and we will add you to our mailing list!

UK Free Phone 0800 731 1662

USA Toll-Free 1 855 664 8243

Worldwide +44 (0) 203 810 4552

For full details of how we deal with your personal data, please refer to our privacy policy, which can be found here.

Q3: Why are your puzzles no longer shrink-wrapped?

A3: We aim to spread happiness and be sustainable in all that we do. Therefore, we no longer use plastic in our manufacturing process, and we are doing all we can to minimise the energy we use and recycle the waste we create.

Our puzzles are also made using wood from forests that are sustainably managed and the box is made from recycled materials.

Q4: Why does my puzzle smell like burnt wood?

A4: Our puzzles do have a slight burnt wood aroma which occurs as a result of the way our puzzles are produced. We use lasers to create our intricate wooden pieces. The smell should dissipate if you allow the puzzle to air in a well-ventilated, enclosed space.

Q5: Can we visit Wentworth and see how the puzzles are made?

A5: Unfortunately, as we have a very busy factory, we are unable to show people around on an informal basis. However, group visits can be made by appointment. Group visits are usually accommodated from May to August, for a maximum of 10 people. The cost is £5 per head which is then donated to a chosen charity. To make an appointment, please email us at customerservice@wentworthpuzzles.com or call us on one of the numbers below:

UK Free Phone 0800 731 1662

USA Toll-Free 1 855 664 8243

Worldwide +44 (0) 203 810 4552

Q6: What if I can't find an image I like?

A6: 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.

Q7: Can I decide whether to have an image on the box or not?

A7: Yes, but only on Personalised Puzzles. Simply tick/untick the “Clueless?” option at the ‘Personalise Your Box’ stage of the order process. Ticking the ‘Clueless?’ option means that your puzzle will arrive without the image on the front of the box. Making it a surprise and more difficult!

 Unfortunately, we cannot offer our stock puzzles without images on the box.

Q8: I have lost a few pieces from my puzzle; can you replace them?

A8: We offer a free replacement piece service for faulty puzzles if they are purchased within our 6-month warranty. Please contact our Customer Service team for more information.

We can also offer replacement pieces for most puzzles produced after 2019 if you have lost or damaged some pieces. The prices are as follows:

GBP – £10.00 plus standard delivery

USD – $16.50 plus standard delivery

EUR – €13.25 plus standard delivery

For more information on how to replace your piece, please contact us here.

Q9: Can I choose the gift wrap option on all Wentworth puzzles?

A9: It is possible to select gift wrap for all of our puzzles apart from our Christmas Cracker and our Children’s box puzzles.

Q10: Can I have any image in any size of puzzle?

A10: Most of our puzzles are available in a range of our standard sizes, but some are only available in limited sizes. There are also puzzles only available in one size, for example, if they are shaped or extra difficult.

 Please click on individual products to view which sizes they are available in. Or select ‘Shop by Number of Pieces’ on the ‘All Puzzles’ drop-down located at the homepage.

Q11: Why doesn't my puzzle look the same colour as the image I saw on my computer screen?

A11: All computer screens have embedded colour profiles. In most cases what you see on your home computer screen is not necessarily going to be what you see when it’s printed. We use state of the art digital printing technology, which helps us produce high-quality, and colour-accurate images to a worldwide print industry standard.

Q12: Do you have a retail outlet? Can I buy Wentworth Puzzles anywhere?

A12: Unfortunately, we do not have a retail outlet or a shop. There are many shops across the world which sell our stock and their own bespoke puzzles. If you would like a list of retailers in your area, please do not hesitate to contact us.

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

Q13: What should I do if I spill liquid on my puzzle?

A13: If any type of liquid spills onto your puzzle, it is likely to damage it irreparably. Unfortunately, we are not liable for such damage to your puzzle, whether accidental or otherwise.

Q14: Can I glue or varnish my puzzle?

A14: We do not recommend glueing or varnishing our puzzles as this is likely to damage them irreparably. If you do glue or varnish your puzzle, we are not liable for any damage caused.

If you would like to mount and display your puzzle in a frame, we sell one that fits our 250-piece puzzles here.

Q15: I usually make quite high piece count cardboard puzzles, such as 750 or 1000 pieces, so which Wentworth puzzle size would be best for me?

A15: Our puzzles are cut very differently to standard puzzles; they have no corner pieces and our unique whimsy pieces make them more difficult to complete. Our most popular adult puzzle size is 250 pieces, and we recommend this as a good place to start your Wentworth puzzling experience. If you are unsure, please take a look at our puzzle size guide or contact our Customer Service Team.

Ordering

Q1: How do I order a Wentworth Wooden Jigsaw if I don't want to order online?

A1: If you don’t want to place an order online you can also place an order over the phone with our Customer Service Team or send in an order by post. If you would like an order form, please contact us and we can send one out for you.

Please click here for our contact details and Customer Service Team working hours.

Q2: How long will it be before I receive my order?

A2: When you add an item to your basket you will be advised the shipping estimate. When you select a puzzle quantity you will be advised of the dispatch time. All in-stock items are shipped within 3-5 business days, usually sooner. Items that are out of stock and all Personalised puzzles take up to 10 business days. Please note that we do not part-ship orders, so if you order in-stock puzzles with out of stock/personalised puzzles the whole order will be shipped within 10 business days.

Please see the Delivery Information page for our methods and estimates.

Q3: How do I pay for my order online?

A3: When placing your order, we require payment in full before it can be processed. We are only able to take payment by debit or credit card online. We debit card payments at point of order. The cards we accept are:

    Visa

    Visa Debit

    Visa Electron

    MasterCard

    Maestro (Switch)

    American Express

Unfortunately, we are currently unable to accept Discover, BACS transfers.

We accept PayPal through our German website only.

If you are paying with a non-UK card, please note that your card issuer will convert prices to your local currency at the exchange rate at the time of the purchase. We are unable to provide the exact amount you will be charged for the conversion fees, for more information you can visit www.xe.com

Q4: Is it secure to send my payment over the internet?

A4: All payments are processed securely via SagePay. 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 place the order over the phone with our Customer Service Team, please find our contact details and working hours here.

Q5: How do I apply a discount?

A5: Please enter your discount code into the discount code box at the delivery stage of checkout. Your discount code must be applied before you enter your card details on the final page of ordering. If you are having trouble applying your discount code, please contact us before placing your order.

Unfortunately, we cannot apply discount codes retrospectively, and we cannot apply current or future offers to previous purchases. Please note that all discount codes do not apply to our puzzle accessories or clearance puzzles.

Q6: Can I have a discount as I am a regular purchaser?

A6: We regularly send exclusive offers and discount codes via our email newsletter. We also send a free quarterly catalogue, which always includes a discount on the items featured.

You can sign up to our email newsletter on our homepage, and you can click here to request a free catalogue.

Q7: Why is my discount code not working?

A7: Please ensure that the puzzles you have put in your basket are eligible for discount by checking the offer you have received. Most discounts are collection specific and can only be applied to puzzles from a particular range.

Check that the value of your order is equal to or above the necessary value to qualify for the discount.

For US orders, please note that added sales tax does not contribute to the individual cost of the puzzle.

Q8: Can I delay my order being dispatched?

A8: Unfortunately, we are not able to delay orders being dispatched as we do not have the capacity in our warehouse. Once your puzzles are ready, they will be dispatched straight away.

Please note, any information entered into the delivery instructions are for the postal worker delivering your order, Wentworth do not see this message.

Q9: How do I change or cancel an order?

A9: Unfortunately, in most circumstances, it is not possible to make changes to orders once they have been placed.

Q10: If you need to change your order details or cancel your order completely, please contact our Customer Service Team here for advice.

A10: If your order has already been shipped then you will need to follow our returns procedure.

Q11: Do you sell to businesses?

A11: Yes, we do offer wholesale.

If you are interested in stocking our puzzles or your own bespoke puzzles, please contact our Sales team on sales@wentworthpuzzles.com for more information.

Personalised Puzzles

Q1: How do I order a personalised puzzle?

A1: You can order a personalised puzzle online here, or if you would prefer you can send us the photograph by post. Please contact our Customer Service Team here to request a postal order form.

Here are some tips to ensure you have a high-quality photograph:

–  Ensure your image is a .jpeg file.

–  If you are scanning your image, scan it in at 300dpi or more, you can check this by going into your scanner settings.

–  The best-sized image to scan for a puzzle is 5 x 7” or 6 x 4″, any smaller and it will not work.

–  Unfortunately, screenshots, or images which have been sent through messaging applications, will be poor quality, make sure you have the original photograph.

–  Your image should be between 1MB and 10MB. To check the size of the image, hover your cursor over the image. Or on a Mac, you can right-click and then select ‘Get Info’ to bring up a box of details including the image size (both of these methods will also tell you whether it’s a jpeg).

–  If you are sending an image in the post, then please send a 5 x 7” or 6 x 4” image.

We have a ‘How to’ video which we recommend you watch if you are having trouble or before placing your order. If you are still experiencing difficulties then please contact us for support.

Q2: Can you edit my image for me?

A2: Unfortunately, we do not offer an editing service such as making collages or manipulating images. Any editing will have to be done prior to placing the order. However, when you upload your image to our website you will be able crop, rotate and even turn the image black and white.

Please note we cannot accept square images as all of our personalised puzzles are rectangular.

Q3: Can I choose the whimsy pieces for my Personalised Puzzle?

A3: Design your very own personalised puzzle here. You can choose the whimsy pieces that are available for your puzzle. We offer a wide range of whimsy themes including pets, hobbies, and family life, for you to select from, so you can perfectly match your image.

Alternatively, if you have a special birthday, anniversary or event, we have personalised message puzzles which feature whimsy pieces in the shape of letters that spell out a message such as ‘Happy Birthday’ and ‘Thank-You’.

Finally, if you are wanting something truly unique and would prefer bespoke whimsy pieces, we can do this as well. Our bespoke puzzle prices start at £1 per piece. Please contact us for more information.

Postage, VAT & Tax

Q1: How do you calculate shipping charges?

A1: Delivery charges are automatically calculated on the size and weight of your order and the delivery country. Please refer to our shipping information here.

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

Q2: I'm from outside the UK, do I still pay VAT?

A2: No, if you are from outside of the UK our prices do not include VAT. However, all of our prices are fixed and the price you see is the price you pay.

Q3: Do your prices include postage and packing?

A3: No, all prices quoted exclude postage and packing.

For postage charges click here.

Q4: Will I have to pay Customs and Import Duties if I am outside of the UK?

A4: If you are purchasing or sending outside of the UK you may have to pay customs and import duties. They are stipulated by individual countries and unfortunately, we do not have any control over them. We do recommend that you check what your country’s import duty and tax regulations are before purchasing.

Q5: Why am I being charged tax on my order?

A5: Due to Wentworth Puzzles becoming increasingly popular with our US customers, we now must start charging sales tax for certain states in the US. The sales tax will depend on the total of your order and will be calculated before you complete your order. The following states are currently under the tax nexus:

California, Colorado, Connecticut, Florida, Maryland, Massachusetts, New Jersey, North Carolina, Pennsylvania, Virginia & Washington. These states are subject to change.