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If you need to speak to us about anything please send an email to hello@theenigmagram.com. Before you email us please do check to see if the answer is in the FAQ’s below.

Message

Are there restrictions on what message I can send?
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.
Can the message be seen multiple times and how long does it stay there?

Yes it can be seen multiple times and we delete them after 3 months.

How large can the file I upload be?

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.

Is the written message part shown before or after they solve the puzzles?

The written message and the uploaded message are both shown after they solve the puzzles.  They will not see any message from you in the letter or before they solve all the puzzles and log into the secret online location.

What file type can I upload?

For images we accept: jpg, jpeg, png and gif.  For video: mp4 and mov.  For sounds recordings: wav.  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.

Will anyone working at the Enigmagram see my message?

Yes we do.  We check all 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.

Product

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

No you shouldn’t do this.  The envelope plays an important part in the overall experience so removing the puzzles from it would detract from it.

How hard is the Enigmagram to solve?

The puzzles range in difficulty and type.  The first 5 are designed to be easier, and the last 6 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.

How is the recipient addressed in the envelope and letter?

We use the full name of the recipient on the front of the envelope, for example.

John Smith
123 Example Road
Exampletown
AB12 3CD

Then the letter will say

John,
someone you know has a message for you…

We don’t put anywhere the name of the sender. If you want them to know, you’ll have to include it in your message.

How long does it take to solve?

20min – 2hrs on average.

Is there only one version of the Enigmagram?

There’s currently one version with one set of puzzles.  We are going to create a new version in the future.  Then there’ll be the option to choose between the original or new one.

What age is it suitable for?

It’s designed for the average adult, so about 15+.  It’s quite a challenge, so if you give it to a young teenager they will likely need help.

What are some ideas I can use it for?

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 the recipient 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.

Purchasing multiple Enigmagrams

What’s the best way to buy a larger number? Eg for invites.

To send out multiple, just order the total number you want, then send an email to hello@theenigmagram.com and include the different names and addresses of the recipients.  It doesn’t matter what recpient name and shipping address you use when ordering, as we’ll update it with the information from your email.  If you want to send a different message to different recipients, please include these messages in the email.

What’s the best way to buy two?

You can buy two at the same time if they are going to the same address.  Just fill in the message details and add the two orders to the cart separately.  Don’t worry about the shipping name field at checkout, we don’t use that data, instead we use the ‘Recipient name’ field you filled out when creating the message, so you can rest assured they’ll be addressed to the right people. If you want to send two to different addressed please buy them separately and complete the checkout process separately.

Returns & Cancellations

Cancellation & returns policy
  • You can cancel and get a full refund as long as we haven’t sent the Enigmagram out already.
  • If the Enigmagram arrives damaged, let us know and we’ll send out a new one on request.
  • If the Enigmagram arrives with components missing, let us know and you can choose either to have a new one sent out, or a full refund.
  • 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

Shipping

Does the Enigmagram need to be signed for when delivered?

No, it’s designed to fit through the mailbox.  If you choose the ‘signed for’ delivery option or ‘tracked and signed’ option then it will have to be signed for upon delivery.

What different shipping options are available?

All Enigmagrams are sent from the UK

We offer free 1st class delivery from the Royal Mail to the UK. We post the Enigmagram the latest the day after it’s ordered, so it will take 2-4 days to arrive to you from the day you order it (excluding Sundays and bank holidays) 90% arrive after 2 days.

There’s also the option of ‘Signed On Delivery’ for an extra £2.26. This option is good if you want confirmation it’s been delivered. If you send an email to hello@theenigmagram.com we’ll let you know if it’s been delivered or where it’s current location is. It too will take 2-4 days from the day you order (excluding Sundays and bank holidays).

There’s also the option of Next Day Delivery if you need it quickly. This will take 2 days to arrive from the day you order (excluding Sundays and bank holidays). We can provide a tracking number if you send an request to hello@theenigmagram.com.

If you’re sending it abroad there’s the options of untracked delivery by the Royal Mail for £3.45 or ‘Tracked and Signed’ for £8.65. 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.

Will any information about the price be sent with the order?

With orders sent to the UK and EU, no receipt or information about the price of the Enigmagram is included. International orders, however, do have the price printed on the delivery label which is necessary for customs.

Something's gone wrong

I can’t access the clues or message page. The links won’t work.

Please try clearing your browser cache, closing your browser then re-opening it and trying again. If that doesn’t work then try the links below.

Try this alternative link for the clues page:

www.theenigmagram.com/clues

Try this one for the message page:

www.theenigmagram.com/enter

I don’t know who sent me mine. Will you tell me?

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

I get an error message when trying to upload my video/picture

This can be caused by the following:

The file being too large.  Make sure it is not larger than 128MB

The image being too wide. Try making it smaller.

The image file type.  If uploading a PNG try uploading as a JPEG.

Remove any unusual characters from the file name such as apostrophes.

If all else fails just order without uploading the file then send the file to hello@theenigmagram.com.  Include your order details so we can make sure your message is uploaded to the correct order.  The max file size that can be sent over email is 20MB so you may have to use a file sharing program like WeTransfer

I need to edit my order. What do I do?

If your order is still in the cart then you can delete it, go to the shop page and order again.  If you’ve already ordered please send an email to hello@theenigmagram.com with the changes required  and we’ll make them for you.  Please include your order number in the emai.

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.  If you’ve waited longer than the below times, then it would be worth contacting your local postal sorting office and asking them if they have it.

UK -3 days

Europe – 7 days

Rest of the world – 9 days

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.