FAQs

We offer FREE UK Delivery with Royal Mail Tracked 24 on all orders nationwide (with the exception of the Channel Islands). 

Other UK shipping options include:

• Royal Mail Next Day Guaranteed (2PM cut off and excl. Saturdays): £11.00
• DPD Express Next Day: £7.25
• Yodel 48: £5.50 (For Puzzle Post and Craft Beer Bundle)

Although we can’t control delivery times, we hope it should be with you one working day after it has been shipped.

Please contact us here for any concerns around the whereabouts of your order.

International Post is sent via DPD International and Royal Mail International Tracked as standard.

• DPD International: £12.50
• Royal Mail International: £12.50

Unfortunately we are unable to ship to the EU.

Please contact us here for any concerns around the whereabouts of your order.

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 this when completing your purchase.

Unfortunately we cannot do this for non-personalised games.

We aim to send all post out within 2 working days of receiving your order.

Once your order is wrapped, packed and waved off. you will get an email to confirm that it has been dispatched and you can follow the progress of your order through the tracking link.

If you’re unsure when your order was dispatched you can contact us here.

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.

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.

We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.

To be eligible for a return, your item must be unopened and in the same condition that you received it. You’ll also need the receipt or proof of purchase. The full details of our refund/ returns policy can be found here.

To start a return, please contact us attheteam@puzzlepost.com.

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

The Secret Set 

ID = FEST3404

Enter your answers at www.puzzlepost.com/the-vault

The Disappearance 

ID = GLCR24

Enter your answers at www.puzzlepost.com/the-vault

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 at theteam@puzzlepost.uk and we will get back to you as soon as we possibly can.

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

Elf HQ – TNDTHSAG

You will be able to edit your message and upload an image or video after purchase.

Please check your order confirmation email for the link!

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
• The Blunder
• The Scandal
• The Inheritance

Personalised:

• The Dupe
• The Split
• The Missed Flight

Kids:

• Horrid Henry and Music Mystery Mayhem
• Horrid Henry and the Confiscation Cupboard Chaos
• The Zoo
• The Explorer
• The Secret Service
• The Space Station

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

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.

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.

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.