Frequently Asked Questions
Looking for answers? You've come to the right place.
Payments
What payment methods are accepted?
We accept American Express, Shop Pay, Google Pay, Apple Pay, Visa, Mastercard, Maestro, and PayPal. Only methods shown at checkout are available.
When is payment charged?
Payment is taken in full at the time the order is placed.
Can I send my card details by email or phone?
No. Card details should only be entered through the secure checkout system.
Will my order be processed before payment is approved?
No. Orders are processed only after successful payment authorisation.
What happens if my payment cannot be authorised?
The order will be cancelled or placed on hold, and you will need to place a new order.
Shipping & Delivery
Do you offer free shipping?
Yes, shipping is free on all orders within the United Kingdom.
Can I cancel my order?
Orders can be cancelled only before they are dispatched. After shipping, cancellation is no longer possible.
Are there any hidden shipping fees?
No. The total amount shown at checkout is the final amount.
Are weekends or holidays included in processing times?
No. Orders placed after 17:00 GMT, weekends, or holidays are processed on the next business day.
What does “business day” mean?
Business days are Monday to Friday, excluding public holidays.
How will I know when my order is shipped?
You will receive a shipping confirmation email once your order is dispatched.
Can delivery times vary?
Yes. Delivery estimates may vary depending on location and external factors.
What can cause shipping delays?
Delays may occur due to high demand, carrier issues, or weather conditions.
How can I track my order?
You can use the tracking link provided in your email to follow your shipment status through our Order Tracking page until it arrives.
Returns & Refunds
What is the return period?
You can request a return within 30 days after delivery.
What items cannot be returned?
Items returned after 30 days, used beyond inspection, missing parts, or damaged after delivery are not eligible.
How do I request a return?
Contact support@thenuzzlebuddy.com with your order number, item details, and reason for return.
Can I send a return without contacting support first?
No. Returns without prior authorization are not accepted.
How long do refunds take?
Refunds are processed within 7 days after approval.
How are refunds issued?
Refunds are issued to the original payment method.
Who pays for return shipping?
Customers pay for return shipping unless the item is damaged, defective, or incorrect.
Are there restocking fees?
No, there are no restocking fees.
Can I exchange an item?
Yes, exchanges are possible if eligibility conditions are met and stock is available.
Customer Help
If you haven't found the answer to your question, we'll be happy to help you directly.