Shop policies

Thanks for shopping with Cloudberries.co.uk! These are our shop policies.

Payment

We accept payment by PayPal and by all major credit and debit cards. We dispatch items as soon as possible after payments have cleared. If you’re having problems with your payment please contact us directly at support@cloudberries.co.uk and we will help you to get your order placed as quickly as we can. If your payment is unsuccessful we may contact you to resolve this. Items that are not paid for in full will not be dispatched.

Shipping and delivery estimates

Our items are packaged to ensure they reach you in perfect condition, and we use sustainable packaging materials such as recycled paper wherever possible.

All orders made through our website are sent with fully tracked express shipping services. Below are the estimated delivery times for our items. Please note that we cannot be held responsible for delays caused by couriers, customs inspections or disruption caused by events such as the coronavirus pandemic.

Standard delivery (tracked)

Within UK: 1–2 working days
Europe: 3–5 working days
USA and Canada: 5–7 working days
Rest of World: 7–10 working days

Need your item sooner? Express services may be available: please contact us for details!

Processing times

Orders are subject to a processing time of one working day. We reserve the right to extend this period during busy times but will always endeavour to process your order as soon as we possibly can.

Refunds and exchanges

We want you to be completely satisfied with your purchases and we offer a 30-day money-back guarantee with valid proof of purchase.

If you are not completely satisfied with your purchase for any reason, you may return part or all of it to us for a full refund, store credit, or an exchange. Please see below for more information on our return policy.

RETURNS

All returns must be postmarked within thirty (30) days of the purchase date. All returned items must be in new and unused condition, with the original packaging intact.

To return an item, please email customer service at support@cloudberries.co.uk to obtain a returns number. After receiving a returns number, place the item securely in its original packaging, and mail your return to the address provided by our team.

To ensure that we cover the cost of the return, please use the pre-paid shipping label provided. We cannot reimburse you for international shipping fees, or reimburse you for shipping via other methods not authorised by our team.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your payment method, bank or credit card company.

EXCEPTIONS

For defective or damaged products, please contact us at support@cloudberries.co.uk to arrange a refund or exchange.

Missing pieces

We hate missing pieces as much as you do, and we know how important it is to get that replacement piece when you need it. The good news is: we have you covered. Just email us with a few details (see below) and we’ll get a bag of replacement pieces sent to you as soon as we can. Here’s what we need:

– The name of the puzzle
– Your order number and receipt
– The place you bought it from
– The barcode from the side of the box
– Your name and address

Please send the above information to support[at]cloudberries.co.uk. NB: We cannot replace individual pieces as each puzzle is cut separately.