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I want to send an Enigmagram

I’ve received an Enigmagram

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Shipping Info

Can it be delivered on a certain date?
As we use Royal Mail we can’t pinpoint the exact date it’ll arrive.  We post it the day after it’s ordered, it then takes 1-3 days, excluding Sundays and bank holidays (for our free postage to the UK option).  If you choose Guaranteed delivery it will arrive 1-2 days after the order date, exlcluding Sundays and bank holidays.  If you need it for a particular date, we recommend you use the option to add a sticker saying ‘Don’t open until [date]’.
What shipping options are there?

All Enigmagrams are sent from the UK and are posted by the next working day.

We offer free 1st class delivery from the Royal Mail to the UK.  It normally takes 1-3 working days to arrive from when it’s posted.

We also offer Royal Mail Tracked (£4.02). They aim to deliver the next working day after it’s posted. No signature on delivery required. If you’d like to know where the item is then email us at hello@theenigmagram.com and we’ll send you the tracking information.

There’s also Royal Mail Priority (£6.75).  This arrives normally the next working day after it’s posted. Signature is required on delivery. If no one is home they will leave a card and it will have to be collected from a Royal Mail Service Point.  If you would like to know where the item is then email us at hello@theenigmagram.com and we’ll send you the tracking information.

If you’re sending it abroad there’s the options of untracked delivery by the Royal Mail  (£3.80) or Tracked (£9.35).  If you’re sending to Europe it’ll take approximately 3-5 days to arrive. If to the rest of the world, 5-10 days.  The tracked option doesn’t need to be signed for on delivery.

The Message

Are there message restrictions?

We don’t accept malicious or threatening messages or ones that contain full frontal nudity.  If your message doesn’t pass this criteria we’ll ask you to send us another one.

Do I have to upload a video?

No. You can upload a video, picture or written text.  You can add any combination of these.

How do I change my message?

Login to your account here: https://app.theenigmagram.com/login

Then go to your order and click ‘edit’. There you can change your message. Then click ‘Save’.

How do I send multiple Enigmagrams?

After you create an order you’ll have the option to duplicate it, or to add another order to your basket from scratch. If you duplicate an order, you can still edit all the information in it. Make sure to order multiple Enigmagrams at the same time to take advantage of an automatic 20% discount for ordering more than 4, and a 30% discount for orderding more than 8.

How long does the message stay there?

Yes it can be seen multiple times and we delete them after 1 year.

How will I know when they’ve solved it?

Once they login and see the message an automated email triggers and will be sent to you to let you know.

Is a laptop needed to see the message?

No, the recipient only needs access to the internet.  It’s a website where they’ll see their message so a phone with internet is enough.

What file size and type can I upload?

The max file size is 128MB. If you want to send something bigger, you’ll have to upload it to a site like Youtube or Vimeo and paste the link in the order form.

You can upload multiple videos and pictures up to a maximum of 10.

For images we accept: jpg, jpeg, png and gif.  For video: mp4 and mov. Those are the only file types that can be uploaded.  If you have a pdf you can convert it to jpeg using a free online converter tool such as www.pdftoimage.com.

Where can I find the clues and answers?

You can find the clues and answers at:

https://go-here-if-you-need-a-clue.com

If that link isn’t working for you then try:

https://theenigmagram.com/clues

 

Where do I enter the passcode?

You enter the identification code & passcode at  a-secret-location.com

If that link isn’t working for you, use this link instead: https://app.theenigmagram.com/reveal

 

Will anyone working at the Enigmagram see my message?

It’s possible.  We check some of the messages to make sure they are working and appropriate.

Will they know who sent it?

Only if you tell them in your message!  We don’t include anywhere that it’s from you.  If you don’t say who it’s from in your message and they email us to find out we’ll tell them.

The Puzzles

Can I take it out of the envelope and hand it to the recipient?

You can do this, but be aware, for the Original Edition, the envelope plays a part in the puzzle, so be sure to keep the brown envelope together with the letter and puzzle pack. If you have a yellow or white envelope with shipping labels on, that can be discarded.

Do the puzzles change?

The puzzles don’t change but we do have four version to choose from, the Original, 2nd and 3rd Editions and the Junior Edition. All have different sets of puzzles.

Do you have to do the ‘Original’ first?

All editions are stand alone products, so you don’t have to do the Original first. The Original is a bit easier than the 2nd and 3rd Edition, so it can be a good entry level Enigmagram.

How do I get a VAT receipt?

You can access your VAT receipts by logging into your Enigmagram account, clicking ‘Manage Orders’ then ‘Payment History’.

How hard is it to solve?

The puzzles range in difficulty and type.  Some are designed to be easier and some harder.  They test different skills, eg visual, lateral thinking, numerical, word-based, spatial, so if they are not good at one type puzzle, they may be good at another type.  If they need help clues are available, and if they get really stuck they can access the answers.

Is there a discount for bulk orders?

Yes! The bulk order discounts are as follows:

4-8 = 20%

8-100 = 30%

100-1000 = 40%

1000+ = 50%

These discounts are applied automatically to your order as you checkout. Please make sure you add all the orders to the basket before you checkout, as the discount won’t be applied if you, for example, buy two and checkout, then come back tomorrow and buy another two. You must buy them together.

If you want to order a large amount and it would be impracticle to buy through the website, then get in contact at hello@theenigmagram.com and we’ll discuss your order and process it manually for you.

If you’re ordering more than 8 and want them all sent to the same address in a box (for example to hand out at an event), then let us know and we’ll refund you an extra £1 per Enigmagram to cover the postage costs saved.

 

It it suitable for the visually impaired?

The Letter

The letter is printed on A5 paper and is font size 11. On request we can increase this font size to 16. Just send us an email when you’ve ordered to let us know.

The Puzzles

The puzzles range in size from about the size of a business card up to A6. The writing goes as small as approximately size 10, however there are pictures of each puzzle on the clues page (https://go-here-if-you-need-a-clue.com). Here they will be able to see larger versions of the puzzles on screen. Unfortunately we don’t have a separate version of large-print puzzles.

There are a couple of puzzles in both editions that require good eyesight. In the Original, two puzzles require you to find hidden numbers that are not obvious to see. In the 2nd Edition there is a detailed map and Auto-stereogram (the 3D image that appears when you stare at it) to be solved, which again requires good eyesight. These are only two of the eleven puzzles, so there are still many others they can solve. If you want to double check what the puzzles look like please visit the clues page to look at pictures of them www.go-here-if-you-need-a-clue.com. The puzzle pack is C6 in size so the majority of the puzzles are no bigger than C6.

What age is it suitable for?

The Junior Edition is designed for ages 8-11. The Adult Editions are designed for ages 14+

What age is it suitable for?

We have three adult editions suitable for about 14+ and one junior edition suitable for 8-11 year olds.

What are some ideas I can use it for?

As an evening’s entertainment with friends and family
Mother’s day
Father’s day
Happy Birthday
Merry Christmas
Invitations (Party, Wedding)
Valentine’s Day
Message to a loved one
You could hide a gift and send someone the location or a clue to find it
You could incorporate the Enigamgram into a wider treasure hunt
Make a video message for a friend
For a special announcement (Engagement, New baby)
Get back in contact with an old friend

What if they can’t solve it?

They’ll have access to up to two clues for each puzzle. If they still can’t solve it they can access the answers, so they’ll always be able to see your message.

What is the difference between versions?

All Editions each work in the same way. The only difference is they have different puzzles.

Troubleshooting

Cancellation & returns policy
  • You can cancel and get a full refund as long as we haven’t started processing your order. We print and post all outstanding orders at 8:30am every working day, so if you want to cancel please do it as soon as possible.
  • If the Enigmagram arrives damaged, let us know and we’ll send out a new one on request.
  • All requests for a new Enigmagram or refund must be completed within 14 days of receiving it.
  • Please send your enquiry to hello@theenigmagram.com
I can’t access my message

First you need to make sure you’re inputting it in the correct page, which is https://a-secret-location.com. An alternative link to this page is:

https://app.theenigmagram.com/reveal

If you enter the ID code and passcode and click enter but nothing happens, please turn off the wifi and use 3G to access the site, as sometimes local firewall settings can stop is from working correctly.

If you still can’t get in then message us at hello@theenigmagram.com. Please tell us the exact problem you are having.

 

I can’t access the clues or message page.

Please try using a different browser or device. For example try using a laptop if you’re using a phone. Or Safari if you are using Chrome. Also, please try using 3G insted of wifi, as sometimes the local firewall can stop the site from working.

Try this alternative link for the clues page:

https://theenigmagram.com/clues

Try this one for the message page:

https://app.theenigmagram.com/reveal

I can’t progress my order
One of the most common things causing this is the address not being inputted correctly. You have to type in the postcode then select an address from the dropdown menu. It won’t let you click ‘next’ until an address has been selected from the dropdown. If you can’t find the address you need, just click any address in the country you are sending to, then edit it to the address you need.
Also, please check the screen for any error messages as they will instruct you what you need to change to progress with the order. If you are still having difficulty it would be worth trying from a different device, such as a laptop if you were trying from a phone.
I don’t know who sent me mine

Yes.  Send a message to hello@theenigmagram.com and we’ll let you know.

I haven’t received my confirmation email

Do check your spam folder as it does sometimes go there.  There should be a confirmation email after you’ve ordered, one after we’ve dispatched it and one after the recipient has logged in and seen your message.  If you haven’t recieved one of them you can check the status of your order by logging into your ‘Manage Orders’ page.

It hasn’t arrived but should have by now

The Royal Mail are very reliable, but if you choose an untracked delivery option there’s always a small chance it could get lost in the post. Also with Covid some deliveries are taking longer than normal.

If you’ve waited longer than the below amound of time, the first thing to do is check with family members and house mates, as we’ve had times when it’s arrived but been picked up and put somewhere by someone else.  Also please check to make sure the shipping address was correct.  If you still can’t locate it then get in contact at hello@theenigmagram.com and we’ll confirm your address and send you another.

UK – 7 days from order excluding Sundays and bank holidays.

Europe – 12 days from order excluding Sundays and bank holidays.

Rest of the world – 15 days from order excluding Sundays and bank holidays.

 

My uploaded video/photo isn’t working

If you upload a video as your message, first you need to allow it time to upload and display in the preview. This can take a few minutes. After it’s uploaded and is available for you to play, if you see an error message or it isn’t playing, we recommend removing it and uploading it again. If it still doesn’t work then get in contact at hello@theenigmagram.com

If you add a YouTube video link, you need to make sure it’s not set to private, or the person watching video won’t be able to view it (unless they are logged into your YouTube account).

If you can’t upload your photo,  we suggest ordering without the photo, then after it’s ordered click ‘Edit’ in the ‘Manage Orders’ page and add it there. If it still won’t let you upload it then send the photo to hello@theenigmagram.com with your ID code and we’ll upload it for you.

One of the puzzles is missing

We’re very sorry if one of them is missing. You can see pictures of all the puzzles on the clues page (www.theenigmagram.com/clues) so it won’t stop you from completing the Enigmagram and getting your message.

Where can I find the clues and answers?

You can find the clues and answers at:

https://go-here-if-you-need-a-clue.com

If that link isn’t working for you then try:

https://theenigmagram.com/clues

 

Where do I enter the passcode?

You enter the identification code & passcode at  a-secret-location.com

If that link isn’t working for you, use this link instead: https://app.theenigmagram.com/reveal

 

If you’d like to find out more information about the different editions, please visit our product page.