Delivery & Returns
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Free, tracked and fast delivery options available
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Instant print-at-home games to download
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Friendly support if you need help
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Easy returns & hassle-free refunds
Delivery Information
At Escape Challenge Kits, we want your shopping experience to be as simple and enjoyable as possible. Whether you’re ordering a physical escape room kit or one of our instant-download printable games, you’ll find all the information you need about delivery times, shipping options, and returns below.
Our deliveries are made from Monday to Friday (not including Bank Holidays). During busy times (Christmas, Halloween and Easter), delivery times can be slightly longer than usual. The delivery times will be clearly shown at checkout.
What are my delivery options?
Standard Free Delivery
FREE
Dispatched within 5-6 working days
Normally delivered within 3-4 working days once shipped.
Standard Tracked Delivery
From £2.99
If you need delivery a little sooner than our standard saver delivery.
Dispatched within 3-4 working days
Normally delivers within 3-4 working days once shipped.
Express Tracked Delivery
From £4.99
Dispatched within 1-2 working days (orders placed before 2pm Monday to Friday)
Normally delivered within 1-2 working days once shipped.
Weekends and Bank Holidays not included.
Priority Tracked Delivery
From £7.99
Normally dispatched next working day (orders placed before 1pm Monday to Friday)
Orders placed after 1pm on Friday will be shipped on the following Tuesday.
Normally delivered next working day after dispatch.
Weekends and Bank Holidays not included.
The delivery times are an estimate and although we will try to dispatch orders within the timescales listed above, orders may arrive later than stated due to delays with the courier which are out of our control. All orders shipped come with a tracking number, and you can track your order at all stages.
During busy times (Easter, Halloween and Christmas) when we have our Special Edition games available to order, dispatch times can be longer. We do also offer additional delivery options to meet the needs of our customers. These options will be available at checkout with the price clearly visible at checkout.
If you require the order for a particular date (e.g before a party, birthday etc) please specify the date when placing the order. Normal delivery times based on the shipping method chosen still apply (see above). We cannot guarantee delivery quicker than the times mentioned above but will try our best to prioritise your order and get it to you as quickly as we can.
When will my order be sent?
Your order will be dispatched based on the delivery option you select. When your order is packaged and ready to go, we will send you an email notification with your shipping tracking number.
Print-at-home games are normally available to print instantly. Always check your spam folder as sometimes they can end up in there. Remember to add info@escapechallengekits.co.uk to your safe senders list to ensure you receive the download.
How can I track my parcel?
You can track your order using the tracking number on your shipping confirmation.
Where do Escape Challenge Kits deliver?
We can deliver to any UK address. However, deliveries to the following areas may take a little longer.
- Scottish Highlands and islands
- The Channel Islands
- Isle of Wight
- Isle of Man
- Northern Island
We don’t currently deliver outside the UK, but we do have a selection of print-at-home games for instant download and play.
Need It for a Party Date?
Ordering for a birthday, a special occasion, school activity or big event? If you’re unsure whether your kit will arrive in time, contact us before ordering and we’ll be happy to help.
Returns
We work very hard and try our best with every order, but sometimes the item you’ve ordered just isn’t quite right! Luckily we’ve got a quick and easy process.
Step 1- Contact us by completing the online form. Enter your name and order number.
Step 2- Let us know what has happened.
Step 3- Once we get your contact form, we will get in touch, normally within 5 working days. We will work with you to rectify the situation, which includes an exchange or return and a full refund. If you want to return or exchange products, you can, if we receive them back to us within 14 days from the date of delivery in a resalable condition. All returned products are inspected when we receive them. If a product is returned in a condition, we think is unfit for reselling, we won’t process the refund and we will be in touch with you to discuss further options and next steps.
Remember to get proof of postage when returning items in case something goes wrong!
Please note that we will not refund the original shipping paid when returning products unless products are damaged, faulty or wrongly supplied. A refund can be refused if the games have been played. If a discount was applied to your order, returned items will be refunded with the discount price paid.
Due to the single play nature of our games, we cannot refund any games which have been opened and played.You can find more information on our return and refund policies in our Terms and Conditions and Refund Policy.
Print-at-home games
Due to the single nature play of our games, once the print-at-home files have been emailed across, the order is non-refundable.
Missing items or pieces?
Not received what you expected? Please report this to us within 5 working days of receiving your order and tell us what items were missing from your order. Although we take great care when processing your order, if any game pieces are missing from your kit, please contact us within 5 days of receiving the order and we will talk you through the next steps and can arrange to send out the pieces to you.
Damaged items?
Although this is very rare, should your product not arrive in perfect condition please send us an email as soon as possible with an image of the faulty product. A member of our customer service team will advise on the best solution, including a replacement or refund.
The outer box can sometimes be damaged in transit, but this does not affect the product or game inside. If a box arrives damaged, we can arrange to send out a new, empty box and sleeve to you to assemble at home at no additional cost to you. You will need to cover the cost of shipping for the box and sleeve only.
The returns process can take up to 7 working days (excluding weekends and bank holidays) from the date the package is received by us. Please be aware that during busy periods (Halloween, Christmas and Easter) this can take longer.
We will send you an email confirmation as soon as we have processed your return. Any refund you are due will be automatically issued to the payment method you used to place your order. Depending on your payment method issuer, this usually takes around 7 working days in the UK.
Your questions answered
Frequently asked questions
How long does delivery take?
Delivery times vary depending on your location and the shipping option selected at checkout. Estimated delivery times are shown before you place your order.
Do you offer international shipping?
We don’t currently ship outside the UK.
However, we do have a selection of print-at-home games which can be ordered. They are ready to download and play instantly after the order is placed.
How much does delivery cost?
Shipping costs are calculated at checkout based on your location and order size.
Will I receive tracking information?
Yes — once your order has been dispatched, you’ll receive a tracking link by email where available.
What if my order hasn’t arrived?
If your order is delayed beyond the estimated delivery timeframe, please contact us and we’ll look into it for you.
Can I change my delivery address after ordering?
If your order hasn’t been dispatched yet, we may be able to update the delivery address. Please contact us as soon as possible.
What should I do if my order arrives damaged?
Please contact us within a few days of delivery with photos of the damage and we’ll help resolve the issue quickly.
Good to know - If the outer box is damaged, the game is still playable as normal. If you’d like a replacement outer box and sleeve, get in touch and we will let you know the next steps.
Can I return my order?
Yes — returns are accepted within our returns window as long as items are unused and in their original condition.
Due the the nature of the games, unfortunately we cannot refund games which have been played.
How do I start a return?
Simply contact us with your order number and reason for return, and we’ll provide the next steps.
Are personalised or digital products refundable?
Due to the nature of personalised and digital products, these items are usually non-refundable unless faulty.
How long do refunds take?
Once your return has been received and inspected, refunds are typically processed within a few working days.
What if some pieces are missing?
Please get in touch with us and we can arrange to send out replacement pieces.
Thousands of families, schools and party hosts have used our Escape Challenge Kits for birthdays, classrooms and holiday celebrations.