Frequently Asked Questions
Q. Why have I received an email from a company called Trustpilot?
A. We aim to offer our customers the best possible service and products available. One of the tools we use to achieve this is to send our customers feedback requests via an independent company we work with called Trustpilot. You will be sent an email that is quick and simple, that allows you to rate the product you have purchased and the service you have received. Not only do we get to see the results, but so also does anyone who visits our website, where anyone can see what our customers have said about our services and our products.
Q. How secure are my details?
A. Our website provides 100% safe shopping.
Q. Can I place an order by Telephone or by Post?
A. Yes. You can place an order by Telephone, by calling us on +44 (0) 1837 811 313. Our office hours are 8.30 am - 5.00 pm Monday to Friday and we can accept payment by VISA/MasterCard and American Express Cards. Or post your order details including a delivery address and contact details along with a cheque payable to ‘Map Marketing Ltd, FREEPOST, (SWB30952) Okehampton EX20 3ZZ.
Q. How will I know if my order has been processed?
A. We will e-mail you an order acknowledgement within 24 hours, but please do check your spam in case it has filtered into this section! If you haven’t received an e-mail, please contact our Customer Services team on +44 (0) 1837 811 313, and they will check that we have received your order.
Q. I’ve just placed an order, but would like to change some of the details.
A. If you have just placed an order, please e-mail firstname.lastname@example.org, or telephone our Customer Services team on +44 (0) 1837 811 313. As our gift products are individually made and tailored to your requirements, we cannot guarantee to make a change if we are notified more than 24 hours after receipt of order.
Q. How can I pay for my order?
A. We accept the following credit/debit cards: VISA, MasterCard, American Express and Maestro. If you wish to pay for your order by cheque then please make the Sterling cheque made payable to ‘Map Marketing Limited’; please remember to add the correct postage.
Q. Do you offer other payment options for UK Schools and educational establishments?
A. Invoices can be issued against purchases made by UK educational institutes where accompanied by written orders and/or order numbers. Credit terms are as stated on invoice. (Invoices cannot be issued through the website, only via post). All orders from international schools need to be pre-paid via BACS.
Q. Do your prices include VAT?
A. All our prices are inclusive of VAT, where applicable. Most laminated and framed maps are zero-rated. EU Taxes and Tariffs - Jan 2021
A. See our delivery options.
Q. When can I expect my order to arrive?
A. See our delivery times.
Q. How long will it take for my order to arrive and what will the delivery cost?
A. This will depend on the product that you have ordered, and you can find our delivery times and prices in this section.
Q. Will all my items arrive together?
A. We will always attempt to have all your items sent in one despatch, however, it may be necessary depending on the selection of gifts you have bought, to mail them separately. In these cases we’ll make sure that your despatch note advises you! You will only be charged for a single delivery even if we send your order separately.
Q If I order more than one personalised map jigsaws of the same type how can I tell which puzzle is which?
A.To identify each puzzle please open up each box, loose inside the box you will find a small piece of cardboard that contains the centre information for that particular puzzle.
Q. Do you offer international delivery?
A. See our delivery details.
Q. Can I collect my order from Map Marketing?
A. Yes, although we operate primarily as a mail order company, customers are welcome to collect their own orders directly from us. Please always phone in advance so that we can check that stock is available. Please bear in mind that products that are created to order, for example site-centred jigsaws, take up to 7 days to manufacture so orders need to be received well in advance of collection date.
Q. What can I do if I am unable to find the right map?
A. If you can’t see the map you need on the website then please contact the customer services team. We also offer a customised mapping service; see our custom mapping section for details.
Q. Are any of the maps available digitally?
A. Yes, please contact our custom mapping department for details.
Q. Can you supply me with a full postcode for a particular address?
A. No, however the Royal Mail can via their Postcode Finder.
Q. I’d like to order a Map or a Jigsaw, but live on the coast, can you move the centre point inland?
A. Yes, we can! If you do not have an exact address of the location, please call our one of our Customer Services team, on +44 (0) 1837 811 313, and we will be able to establish a centre point with you. Or if you have managed to obtain co- ordinates, please just call us with these details.
Q. What is a ‘Whimsey’?
A. Whimsies were invented by Victorian craftsmen who cut jigsaw shaped pieces on a whim! Our whimsies are chosen according to the type of jigsaw base that you have selected, i.e. for our Map based jigsaws the central piece will be a house shape, for the newspapers - yes it’s a newspaper! And, for our deluxe wooden jigsaw puzzles each will have many more whimsies within!
Q. Can I have my personalised gift sent to me tomorrow?
A. Unfortunately not. All our personalised gifts are unique to you and are handmade by our team of specialist craftsmen. And, because they are all individually crafted, we need time to ensure that they are produced to the high standard that you and we require. Our methods are traditional, so we do need a few days to make sure you have the perfect gift!
Q. Can I return my order?
A. If you are not entirely satisfied with your purchase then please contact us within 30 days of receipt of your purchase(s) either by e-mailing email@example.com or telephoning 01837 811 313 (outside UK: +44 1837 811 313).
Q. My goods are faulty; how do I arrange a replacement?
A.If you receive goods that are faulty or incorrect then please contact our customer services team and they will arrange a refund or replacement.
Q. I have a complaint about my order; what can I do?
A. If you are not satisfied with your order or the level of service you have received please contact our customer services team; we always welcome feedback from our customers.
Q. What does Map Marketing do to protect the environment?
A. Map Marketing takes its environmental responsibilities seriously; you can read our environmental policy here.