A selection of our most commonly asked questions. If you can’t find the answer you need, please contact us.
A selection of our most commonly asked questions. If you can’t find the answer you need, please contact us.
The product
The product
How difficult are the puzzles?
The puzzles are designed to have a range of difficulty levels. Some you will probably be able to solve in a couple of minutes, however others may take a little bit more thinking about!
How difficult are the puzzles?
The puzzles are designed to have a range of difficulty levels. Some you will probably be able to solve in a couple of minutes, however others may take a little bit more thinking about!
How long will the puzzles take to complete?
We estimate that most people will take between 45 minutes to an hour to solve all of the puzzles and receive their mystery memo.
How long will the puzzles take to complete?
We estimate that most people will take between 45 minutes to an hour to solve all of the puzzles and receive their mystery memo.
How do I add my secret message?
When you go through the checkout process, you’ll be asked to add your message.
How do I add my secret message?
When you go through the checkout process, you’ll be asked to add your message.
What can I include in my message?
Your message can include any combination of text, images or video.
What can I include in my message?
Your message can include any combination of text, images or video.
What can’t I include in my message?
We will not accept any messages that contain nudity, swearing, or anything that could be deemed to be of an offensive nature.
What can’t I include in my message?
We will not accept any messages that contain nudity, swearing, or anything that could be deemed to be of an offensive nature.
Can I change my message once I’ve submitted it?
If you wish to change your message, please email us with the requested change and your order number, and we’ll do our best to accommodate the change.
Can I change my message once I’ve submitted it?
If you wish to change your message, please email us with the requested change and your order number, and we’ll do our best to accommodate the change.
Which file types are accepted?
You can upload the following image file types: JPG, JPEG, PNG, GIF, TIFF, PDF, EPS.
You can upload the following video file types: MP4, MPEG-4, AVI, WMV, MOV, MKV.
Which file types are accepted?
You can upload the following image file types: JPG, JPEG, PNG, GIF, TIFF, PDF, EPS.
You can upload the following video file types: MP4, MPEG-4, AVI, WMV, MOV, MKV.
Can I upload my own video?
Yes you can upload your own video. The maximum file size allowed is 100mb. You can also provide us with a link to a video on YouTube, Vimeo etc, and we’ll embed it into the memo.
Can I upload my own video?
Yes you can upload your own video. The maximum file size allowed is 100mb. You can also provide us with a link to a video on YouTube, Vimeo etc, and we’ll embed it into the memo.
How long is my message stored for?
We keep all messages live for 3 months. After 3 months the message will be removed from the website and deleted.
How long is my message stored for?
We keep all messages live for 3 months. After 3 months the message will be removed from the website and deleted.
Where can I find clues and answers to the puzzles?
Head over to our Clues page.
For each puzzle you can find 2 clues, instructions on how to solve it, and the answer.
Where can I find clues and answers to the puzzles?
Head over to our Clues page.
For each puzzle you can find 2 clues, instructions on how to solve it, and the answer.
Can I place a bulk order?
If you’re interested in placing a bulk order for an event or business, please email your requirements to hello@mysterymemo.com.
Can I place a bulk order?
If you’re interested in placing a bulk order for an event or business, please email your requirements to hello@mysterymemo.com.
Delivery
Delivery
I live outside of the UK – can I order a mystery memo?
Yes, we can post out mystery memo puzzle packs to international customers. Please be aware that the time taken for international orders to be delivered will vary by destination country and may be delayed due to the ongoing Covid-19 pandemic.
I live outside of the UK – can I order a mystery memo?
Yes, we can post out mystery memo puzzle packs to international customers. Please be aware that the time taken for international orders to be delivered will vary by destination country and may be delayed due to the ongoing Covid-19 pandemic.
How long will it take for my order to arrive?
Our standard UK delivery option uses Royal Mail first class postage. This should arrive within 5 working days of your order being placed.
If you chose the recorded UK delivery option, this should also arrive within 5 working days of your order being placed. Please email us along with your order number and we’ll track the progress of the delivery.
International orders vary by destination country and may be delayed due to the ongoing Covid-19 pandemic. If you have placed an international order then please email us along with your order number and we’ll track the progress of the delivery.
How long will it take for my order to arrive?
Our standard UK delivery option uses Royal Mail first class postage. This should arrive within 5 working days of your order being placed.
If you chose the recorded UK delivery option, this should also arrive within 5 working days of your order being placed. Please email us along with your order number and we’ll track the progress of the delivery.
International orders vary by destination country and may be delayed due to the ongoing Covid-19 pandemic. If you have placed an international order then please email us along with your order number and we’ll track the progress of the delivery.
My order hasn’t arrived?
We’re sorry that your order hasn’t arrived yet, please send us an email at hello@mysterymemo.com along with your order number and we’ll investigate for you.
My order hasn’t arrived?
We’re sorry that your order hasn’t arrived yet, please send us an email at hello@mysterymemo.com along with your order number and we’ll investigate for you.
Support
Support
How do I get in touch with customer support?
Send us an email at hello@mysterymemo.com. We aim to respond to all queries within 48 hours.
How do I get in touch with customer support?
Send us an email at hello@mysterymemo.com. We aim to respond to all queries within 48 hours.
I can’t access my memo because my website ID and code aren’t working?
We’re sorry that you’re having trouble accessing your memo. Please send us an email at hello@mysterymemo.com along with the unique ID on your introductory letter.
I can’t access my memo because my website ID and code aren’t working?
We’re sorry that you’re having trouble accessing your memo. Please send us an email at hello@mysterymemo.com along with the unique ID on your introductory letter.
I haven’t received my order confirmation email?
Please check your junk folder, as sometimes the confirmation emails go in there. If you still can’t find it, contact us at hello@mysterymemo.com and we can confirm your order and provide you with your order ID number.
I haven’t received my order confirmation email?
Please check your junk folder, as sometimes the confirmation emails go in there.
If you still can’t find it, contact us at hello@mysterymemo.com and we can confirm your order and provide you with your order ID number.
I’m having trouble uploading an image to my mystery memo?
Please contact us with your image(s) attached at hello@mysterymemo.com and we’ll add them for you.
I’m having trouble uploading an image to my mystery memo?
Please contact us with your image(s) attached at hello@mysterymemo.com and we’ll add them for you.
