FAQs

Sending 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 then you can get in touch with us at theteam@puzzlepost.uk

What shipping options are there?

We will send all UK-bound Post out Royal Mail 1st class. So 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 get in touch on theteam@puzzlepost.uk 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 want us to, we can add a sticker on the outside of the envelope saying ‘please don’t open me until….’. If you need this, please add a comment at checkout.

Does somebodys 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.

Can I upload any message?

You can upload a video or picture message at checkout. We accept files in the following formats: .jpg, .jpeg, .png, .gif, .txt, .mov, .mp4, .ogg, m4vYou can also leave a written message in addition, or instead of, a video/picture message.

Please refer to the terms and conditions (link) for full details of what we will accept as message content. We won’t accept any messages that are threatening, malicious, contain images of nudity; include any suggestion of racial hatred, homophobia, discrimination; are offensive, or pornographic (please note, this isn’t an exhaustive list, and we won’t send on anything that we don’t feel comfortable processing via our site).

Additionally, for any messages sent to children, we will not accept any messages including any 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. We accept the following file formats: .jpg, .jpeg, .png, .gif, .txt, .mov, .mp4, .ogg, m4v.Please also check that the file isn’t too large. We accept a maximum file size of 10MB.

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 messages for 12 weeks. They will be active for the recipient to view and download during this period. They will then be removed and deleted.

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.

Recieving a Puzzle Post

I think something is missing in my envelope…

There should be the following number of pieces in the puzzles:

  • The Missed Flight: 10 puzzle pieces + introduction letter
  • The Secret Service: 11 puzzle pieces + invisible ink pen + introduction letter
  • The Dupe: 9 puzzle pieces + balloon + introduction letter

If you are missing any, we are very sorry – please email us on theteam@puzzlepost.uk and we will sort it out as soon as we possibly can.

I can’t login to see my secret message

Are you sure you have the correct code? You can check your code at the bottom of the login page for you puzzle. The letter in your Puzzle Post envelope will tell you the correct URL.Please check you are entering the unique 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.

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.

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 the 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.