Frequently Asked Questions
Looking for help with delivery, your puzzle or a gift card? You’ll find answers below. If you need anything else, please visit our Contact page.
What’s included with every puzzle?
Every Elena Essex puzzle includes the jigsaw puzzle itself, made with 100% recycled board, an A3 reference poster of the completed artwork and a sturdy storage box.
You’ll find the piece count and other product details on each puzzle’s page.
How long will my order take to arrive?
Our estimated delivery times are:
- Standard delivery: 2–3 calendar days.
- Expedited delivery: 1 calendar day.
Calendar days include weekends. Delivery times may vary depending on order processing, your location and the service selected. Available options and charges are shown at checkout.
You’ll receive tracking details by email once your order is dispatched.
What should I do if a piece is missing or damaged?
Visit our Contact page and fill out our easy-to-use submission form and we’ll sort it out straight away.
Please include your order number, the puzzle name and a description of the problem so we can help.
What’s included in a puzzle or gift set?
Each set contains the products listed in its “What’s included” section.
Some sets contain several puzzles, while others combine a puzzle with a journal or greeting cards. Please check the contents on the individual product page, as they vary between sets.
How do digital gift cards work?
Choose a gift card value and purchase it through the website. Once the gift card order has been fulfilled, the digital gift card is delivered by email with a unique redemption code.
The recipient can enter that code at checkout when buying products from Elena Essex.
Do I have to spend my gift card all at once?
No. Any remaining balance stays on the gift card for a future purchase.
If your order costs more than the available balance, you can pay the difference using another accepted payment method.
Gift cards can’t be used to buy another gift card.
Where do I enter a discount code or gift card code?
Enter your code in the discount or gift card field at checkout and select Apply.
On mobile, you may need to expand the order summary to see the entry field.
Discount codes are subject to their individual terms, including expiry dates, minimum spend and eligible products. If you need help applying a code, please contact us.
Why can I see different products when I change my country?
Product availability can differ between the UK, US and EU because stock is held in different locations.
Select your delivery country when browsing so you can see the products and prices available for your market. Some sold-out products are hidden from collection pages.
If you need help finding a particular design, please visit our Contact page.
I’m an artist or illustrator. How can I work with Elena Essex?
We’d love to hear about your work. Please get in touch through our Contact page, introduce yourself and include a link to your portfolio or website.
Tell us a little about your illustration style and why you think your artwork would be a good fit for our puzzles. We can’t promise a collaboration, but this gives us a chance to learn more about you and your work.
How can I get in touch about a collaboration or business enquiry?
For collaborations, partnerships or other business enquiries, please use our Contact page.
Include your name, business or organisation, a relevant website link and a short outline of your proposal so we can understand what you have in mind.