FAQs

Ordering a Puzzle Post

When will it be sent?

We aim to send all post out within 2 working days of receiving your order, you will get an email to confirm that it has been dispatched. If you’re unsure when your order was dispatched you can contact us here.

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?

Unfortunately we can’t specify the day on which Post will arrive. However, if you are ordering a personalised game, we can add a sticker on the outside of the envelope saying ‘please don’t open me until [insert date]’. If you need this, please add a comment at checkout. Unfortunately we cannot do this for non-personalised games.

Does somebody need to be in the house to recieve the Puzzle Post?

No, all Post will fit through a standard letterbox, and won’t need to be signed for on delivery. In case you need to check, the adult puzzle is sent in an envelope 7 x 10 inches, and the children’s in an envelope 6.5 x 9 inches.

The tracking number says it is here but I have not received my delivery:

If you were unreachable, Royal Mail might have left your delivery with neighbours, in your safe location or at the Royal Mail delivery office, so we would recommend checking these locations first. If you have no luck, contact us here  and we’ll be happy to help.

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.

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?

We can, and reserve the right to check that all messages meet our ‘Terms and Conditions’ with regard to content.

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?

Not if you don’t tell them! If you don’t include your name in your secret message the recipient won’t know it’s from you. However, if the recipient emails us to find out we will let them know the name on the order.

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

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 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

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.

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/

 

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.

Who has sent me this?

You will find out once you crack the puzzles and reveal the secret message. If the sender hasn’t revealed their identity in the message and you would like to know then email us at theteam@puzzlepost.uk with the ID code on your letter and your name, and we will let you know who sent it.

My child has been sent a Puzzle post

Can I preview the message before letting my child look?

Of course, if you visit puzzlepost.uk/info-for-adults, you will see full instructions for how to access your child’s secret message.

Who has sent my child a Puzzle Post?

You can preview the secret message above to find out who has sent the Puzzle Post. If the sender hasn’t revealed their identity in the message and you would like to know then email us at theteam@puzzlepost.uk with the ID code on your letter the name on the Puzzle Post envelope, and we will let you know who sent it.