FAQs
Ordering a Puzzle Post
When will it be sent?
What shipping options are there?
We will send all UK-bound Post out Royal Mail 1st class. Although we can’t control definite delivery times, we hope it should be with you one working day after it has been shipped. All international Post (Europe and Worldwide) is sent Royal Mail International Standard. Orders to Europe should arrive in 3-5 working days, and for the rest of the world 5-7 working days.
Please contact us here for any concerns around the whereabouts of your order.
Can I specify a day for it to arrive?
Does somebody need to be in the house to recieve the Puzzle Post?
The tracking number says it is here but I have not received my delivery:
Can I upload any message?
You can upload a message and a video OR picture at checkout. We accept files in the following formats: .jpg, .jpeg, .png, .gif, .txt, .mov, .mp4, .ogg, m4v.
The maximum file size for any upload is 50MB.
Please refer to the terms and conditions for full details of what we will accept as message content. We won’t accept any messages that are threatening, malicious, homophobic, offensive, pornographic; contain images of nudity, include suggestions of racial hatred or are discriminatory. Please note this is not an exhaustive list, and we won’t send anything that we don’t feel comfortable processing via our site.
Additionally, for any messages sent to children we will not accept any messages that contain profanity.
If your message doesn’t meet this criteria we will ask you to send a new one, or will offer a refund.
I can’t upload my message – what should I do?
Please check that we accept the file format you are trying to upload (.jpg, .jpeg, .png, .gif, .txt, .mov, .mp4, .ogg, m4v.). We accept a maximum file size of 50MB, so please check that your file is under this.
If your file fits the above criteria and it still won’t upload, please proceed with your order and email the video/picture file to theteam@puzzlepost.uk and we will upload it for you.
Can people at Puzzle Post see my message?
How long do you keep the message for?
We keep all unread secret messages for 6 months and will be active for the recipient to view during this period. At 6 months they will then be removed and deleted. If you would like us to extend this time period, please contact us here and we can extend it for you.
If the recipient views the message within 3 months of purchase then we will delete the message at 3 months to avoid keeping your message for longer than necessary. Again, if you would like us to keep the message for longer then please contact us here and we’d be happy to help. Unfortunately, we can’t retrieve previously deleted messages.
Will the recipient know it’s from me?
FAQs
Playing one of our games
Invalid ID? [Personalised Games]
Please check you are entering the ID correctly. Make sure you avoid common mistakes like entering a 0 instead of a O or a 1 instead of a I and vice versa.
It is possible your message has expired – we keep them for 6 months. If you think this is the case, you can still solve the puzzles and enter the vault using the relevant ID code below. It will reveal a generic message as opposed to the secret message originally left for you.
The Missed Flight – WNTKSUJS
The Dupe – WADKWCGX
The Split – WMVTPJPH
The Coast Line – DGA53UZI
If you are still getting errors and cannot access your message, please email us on theteam@puzzlepost.uk and we will get back to you as soon as we possibly can.
Invalid ID? [Dinner Party Games]
Please check you are entering the ID correctly. Make sure you avoid common mistakes like entering a 0 instead of a O or a 1 instead of a I and vice versa. The correct IDs and login pages are listed below:
The Scandal
You don’t need an ID for this game.
You can enter your answers at www.puzzlepost.com/the-safe
The Blunder
ID = KS85FDHG
Enter your answers at www.puzzlepost.com/the-vault
The Deceit
ID = 493CDWX4
Enter your answers at www.puzzlepost.com/the-vault
The Sabotage
ID = KNTGWDST
Enter your answers at www.puzzlepost.com/the-vault
The Inheritance
ID = KH478363
Enter your answers at www.puzzlepost.com/the-vault
If you are still having trouble then please try refreshing your browser or using another device. If you are still having difficulty then you can contact via the contact us page.
Invalid ID? [Kids Games]
Please check you are entering the ID correctly. Make sure you avoid common mistakes like entering a 0 instead of a O or a 1 instead of a I and vice versa. The correct IDs are listed below. Enter them at: www.puzzlepost.com/the-vault
The Secret Service – WRWHVSUE
The Explorer – 836476X
The Zoo – D6RNDFNS
Horrid Henry and the Confiscation Cupboard Chaos – DKWM5VFT
Horrid Henry and Music Mystery Mayhem – DRCNLS4H
Space Station – TDFLVV2G
Do you need a clue?
You can use the clues found via the link included in the letter to double check the answer for each individual puzzle. Alternatively, here are links for the clues for all games:
Dinner Party:
- The Deceit: https://www.puzzlepost.com/clues/the-deceit/
- The Blunder: https://www.puzzlepost.com/clues/the-blunder/
- The Scandal: https://www.puzzlepost.com/clues/the-scandal/
- The Inheritance: https://www.puzzlepost.com/clues/the-inheritance/
Personalised:
- The Dupe: https://www.puzzlepost.com/clues/the-dupe/
- The Split: https://www.puzzlepost.com/clues/the-split/
- The Missed Flight: https://www.puzzlepost.com/clues/the-missed-flight/
Kids:
- HH and Music Mystery Mayhem: https://www.puzzlepost.com/clues/mums-cupboard/
- HH and the Confiscation Cupboard Chaos: https://www.puzzlepost.com/clues/confiscation-cupboard/
- The Zoo: https://www.puzzlepost.com/clues/the-zoo/
- The Explorer: https://www.puzzlepost.com/clues/the-explorer/
- The Secret Service: https://www.puzzlepost.com/clues/the-secret-service/
- The Space Station: https://www.puzzlepost.com/clues/the-space-station/
- Elf HQ: https://www.puzzlepost.com/clues/Elf-HQ/
I think something is missing in my envelope…
There should be the following number of pieces in the puzzles:
Dinner Party:
- The Deceit: 10 puzzle pieces x2 + introduction letter
- The Blunder: 11 puzzle pieces x2 + introduction letter
- The Scandal: 11 puzzle pieces x2 + introduction letter
- The Inheritance: 10 puzzle pieces x2 + introduction letter
Personalised:
- The Dupe: 11 puzzle pieces + introduction letter
- The Split: 9 puzzle pieces + introduction letter
- The Missed Flight: 10 puzzle pieces + introduction letter
Kids:
- Horrid Henry and Music Mystery Mayhem: 10 puzzle pieces + introduction letter
- Horrid Henry and the Confiscation Cupboard Chaos: 12 puzzle pieces + introduction letter
- The Zoo: 9 puzzle pieces + introduction letter
- The Explorer: 11 puzzle pieces + introduction letter
- The Secret Service: 11 puzzle pieces + invisible ink pen + introduction letter
- The Space Station: 13 puzzle pieces + pencil + introduction letter
- Elf HQ: 11 puzzle pieces + introduction letter
It says my passcode is incorrect but I’m sure it is right?
Are you sure you have the correct passcode? You will see a green tick above each puzzle answer when you have them all correct.
If you have double checked your passcode is correct and you still can’t access your secret message then email us at theteam@puzzlepost.uk with you ID code and we will look into it as quickly as possible.