If you wish to return a non‑faulty item, it must be returned within 14 days of receiving it. Once the item arrives in unused, resalable condition, we will refund the cost of the product. Return postage is the responsibility of the customer. 

Refunds may take up to 7 days to process once the item reaches our warehouse.

We recommend packaging the puzzle carefully, as we may be unable to issue a refund if the item arrives damaged.

Please contact hello@gibsonsgames.co.uk before returning your item and include your order number.

We know it’s frustrating when a puzzle fault spoils the fun. At Gibsons, we pride ourselves on offering 5‑star, old‑fashioned customer service.

If you experience a fault, please email hello@gibsonsgames.co.uk or submit a request via our Warranty Claims page: https://gibsonsgames.co.uk/pages/warranty-claims

Please provide:

• Puzzle name
• Puzzle barcode
• G‑code (beneath the barcode)
• Batch number/date (inside the base of box) or a four‑digit number ending in 23, 24, 25 or 26 on the outside of the box or possibly on paper bag
• Photo of the faulty puzzle
• Details of the fault
• Proof of purchase (if available)
• Where the product was purchased
• Your name and UK address
• Contact telephone number

We will send a replacement bag of puzzle pieces free of charge.

Unfortunately, we cannot replace individual pieces, as each puzzle is uniquely cut.

Outside the UK: If you purchased your puzzle from a retailer, please contact them directly, they will be best placed to assist you.

Postal option: If you prefer to contact us by post, please send five puzzle pieces plus the above information to:

Customer Service, Gibsons Games Ltd, Gemini Court 42A Throwley Way, Sutton, Surrey, SM1 4AF, UK

Yes, we ship internationally. Please see our Delivery & Returns page for details: https://gibsonsgames.co.uk/pages/delivery-and-returns

We work with a curated group of artists, so we’re unable to accept artwork submissions from the general public. 

If you have a creative idea, you may submit it through our Product Idea form: https://gibsonsgames.co.uk/pages/product-idea

Please note: We receive a large number of submissions and are unable to respond to every idea.

As we no longer have a Stockists page, please contact hello@gibsonsgames.co.uk with your postcode, and our team will help you find retailers, including online shops and mail‑order companies, that stock Gibsons products.

We aim to respond to all contact form enquiries within 5 working days.