Ronald W. Butler’s Traditional Wooden Jigsaws

- Common Questions Answered


Q: What are your office opening hours?

A: 08:30 - 17:00 Monday to Friday.


Q: How quickly will I get my order?

A: All our jigsaw puzzles are made to order and hand finished so please allow for 5-7 days from order before we dispatch your order.


Q: How much is UK delivery?

A: Postage and packing is FREE on all UK orders over £50 (£3.95 below £50). All orders are sent via a tracked standard Royal Mail delivery service.


Q: Who delivers my order?

A: For the UK we ship via Royal mail on a tracked service. For international order, we send via a tracked service also.


Q: If I order more than one jigsaw, will all my items arrive together?

A: We will always attempt to have all your items sent in one dispatch, however, it may be necessary depending on the selection of jigsaws you have bought, to mail them separately. In these cases we’ll make sure that your dispatch note advises you. You will only be charged for a single delivery even if we send your order separately.


Q: If I order more than one personalised map jigsaws of the same type how can I tell which puzzle is which?

A: Our map jigsaws aren't ready yet, but we will be launching them soon! For future reference, to identify each puzzle please open up each box, loose inside the box you will find a small piece of cardboard that contains the centre information for that particular puzzle.


Q: Can I collect my order from Ronald W. Butler's Traditional Wooden Jigsaw Puzzles?

A: Yes, although we operate primarily as a mail order company, customers are welcome to collect their own orders directly from us at our Hatherleigh, Devon premises. Please always phone in advance so that we can check that stock is available.


Q: Do you offer international shipping?

A: Yes, see our Delivery page for shipping details.


Q: How will I know if my order has been processed?

A: We will e-mail you an order acknowledgement within 24 hours, but please do check your spam in case it has filtered into this section! If you haven’t received an e-mail, please contact our Customer Services team on 01837 811 321, 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 e-mail address you enter when ordering online. If an e-mail address is entered incorrectly, we will be unable to confirm your order.


Q: I’ve just placed an order, but would like to change some of the details.

A: If you have just placed an order, please e-mail help@rwbutler.co.uk, or telephone our Customer Services team on 01837 811 321. As our personalised jigsaws are individually made and tailored to your requirements, we cannot guarantee to make a change if we are notified more than 24 hours after receipt of order.


Q: Can I place an order by telephone?

A: Yes. You can place an order by telephone, by calling us on 01837 811 321. Our office hours are 8.30 am - 5.00 pm Monday to Friday and we can accept payment by VISA/MasterCard and American Express Cards.


Q: How can I pay for my online order?

A: We accept the following: PayPal and credit/debit cards: VISA, MasterCard, American Express and Maestro.


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: 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 purchase(s) either by e-mailing help@rwbutler.co.uk or telephoning 01837 811321. 


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 on the odd occasion 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?

A: If you receive goods that are faulty or are incorrect then please contact our customer services and they will arrange refund or replacement.


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.