Terms & Conditions

Last updated: 19 October 2026

1. About Us

This website is operated by Elena Essex Trading Limited, trading as Elena Essex. References to “we”, “us” and “our” mean Elena Essex Trading Limited.

These terms apply to purchases made directly through our website. Please read them alongside our Shipping & Delivery Policy, Returns & Refunds Policy and Privacy Policy.

Nothing in these terms excludes or restricts your statutory consumer rights.

Company number: 13367608
Registered in: England and Wales
UK VAT number: GB400324072

Our registered office and contact details appear at the end of these terms. Further VAT registration details are available on our Company page.

2. Orders & Customer Information

Please check your order, contact details and delivery address carefully before completing checkout.

You must provide accurate information so that we can process your payment, deliver your order and contact you if necessary.

If we cannot fulfil your order, including because stock is unavailable or payment cannot be processed, we will contact you and refund any payment taken for the affected items.

We may apply reasonable purchase limits or decline orders where there are reasonable grounds to suspect fraud or unlawful activity. Any action we take will remain subject to applicable consumer law.

3. Prices & Payment

Product prices are displayed for your selected market and currency. Please check your delivery country before purchasing.

The order total, delivery charges and any taxes or duties collected at checkout will be displayed before you complete your purchase.

Prices and offers may change for future purchases. These changes do not alter the agreed price of an existing order.

If we identify a pricing or product-information error affecting your order, we will contact you to explain the issue and agree how to proceed. We will not charge an increased price without your agreement.

Any cancellation or refund arising from an error will be handled in accordance with applicable law.

4. Regional Stock & Fulfilment

Orders are processed and dispatched through regional fulfilment partners, including Amazon Multi-Channel Fulfilment.

Product availability may differ between the United Kingdom, United States and European Union because stock is held in different locations.

We do not guarantee that stock can be transferred between regions when a product is unavailable in your delivery market.

Your purchase is from Elena Essex Trading Limited. Using a fulfilment partner does not transfer our responsibilities as the seller to that partner.

5. Shipping & Delivery

Available delivery services, charges and estimated delivery times are explained in our Shipping & Delivery Policy and shown at checkout where applicable.

Delivery estimates are not guaranteed dates unless we expressly agree otherwise with you.

If your order is delayed, lost or damaged in transit, please contact us. We will investigate and provide an appropriate resolution in accordance with your legal rights.

Where we arrange delivery through our carriers, we remain responsible for the goods until they are delivered into your possession or that of someone you have authorised to receive them.

6. Order Changes & Cancellations

Orders are passed promptly to our fulfilment partners. If you need to change or cancel an order, please contact us as soon as possible.

We may be unable to amend an order or stop dispatch once processing has started.

This operational limitation does not remove any statutory cancellation or withdrawal rights you have. Where an order has already been dispatched, the applicable return process may need to be followed.

7. Returns, Refunds & Faulty Products

Our Returns & Refunds Policy explains the arrangements for the United Kingdom, European Union and United States.

For UK and EU consumers, statutory cancellation or withdrawal rights apply to eligible online purchases. Opening a puzzle’s outer packaging does not automatically remove those rights. Handling beyond what is necessary to inspect the goods may result in a lawful deduction for reduced value.

For US purchases, we do not offer change-of-mind returns, exchanges or refunds once an order has been processed, except where applicable law requires otherwise.

These arrangements do not limit your rights if goods are faulty, damaged, incorrect, incomplete or not delivered.

Please contact us promptly about any problem. Your statutory rights concerning faulty goods are not limited to a 14-day reporting period.

Please obtain the correct return instructions before posting goods. Our registered office is not a returns warehouse.

8. Intellectual Property & Website Use

Puzzle artwork, product designs, photographs, text, graphics and other website content belong to Elena Essex Trading Limited or their respective artists, licensors and content owners.

You must not reproduce, distribute or commercially exploit this material without permission from the relevant rights holder, except where permitted by law.

You must not use our website for unlawful or fraudulent purposes, attempt to gain unauthorised access to its systems, or interfere with its operation.

Nothing in this section restricts uses permitted by applicable intellectual property law.

9. Personal Information

Our Privacy Policy explains how we collect, use and protect personal information, including information needed to process orders and arrange fulfilment.

10. Our Responsibility to You

We are responsible for supplying goods that meet applicable legal requirements, including requirements relating to quality, description and fitness for purpose.

We remain responsible for losses for which we are legally liable, including reasonably foreseeable loss caused by our breach of contract or negligence.

Nothing in these terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded or limited.

11. Governing Law & Disputes

These terms are governed by the laws of England and Wales.

If you are a consumer living elsewhere, this choice of law does not remove any mandatory consumer protections that apply in your country of residence.

The courts of England and Wales have non-exclusive jurisdiction. This does not prevent you from bringing proceedings in your home courts where applicable law gives you that right.

If you have a complaint, please contact us so we can try to resolve it.

12. Changes to These Terms

We may update these terms from time to time. The latest version will be published on this page with an updated date.

Unless we agree otherwise with you or the law requires a change, the terms applicable when you placed your order will continue to apply to that purchase.

13. Contact Details

Elena Essex Trading Limited

Contact form: Contact Elena Essex
Email: contact@elenaessex.com
Customer-service telephone: +44 7920 165852

Registered office:
26 Pembroke Avenue
Hove
England
BN3 5DB
United Kingdom

Company number: 13367608
Registered in: England and Wales