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returns policy

our guarantee to you

In the unlikely event that you are less than delighted with your new jigsaw puzzle, you can return it to us within 14 days of receiving your order for a full refund or exchange. All we ask is that it is unused, in its original condition and packaging and that you email to let us know in advance.

how to return or exchange items

Contact our Customer Service Team. Please email or use our contact page.

We will establish the reason for the return and give you a Returns Merchandise Authorization (RMA) number. Please use the ‘Returns Information’ leaflet you received with your order to enter the number in the shipping box.

Make sure you obtain a free stamped Proof of Postage form from the Post Office as we are not responsible for items that are lost in transit on their way back to us. Non-faulty returns are sent at your own cost.

Missing or broken pieces

Please let us know by email or via our contact page if you are missing a piece or have accidentally broken a piece.
We will provide you with a new piece free of charge.

returning faulty or incorrect items

We will refund or exchange any item which you have received in a faulty condition or which does not match the items you ordered. However, you must contact us within 3 months of receiving your order.

Please note we cannot exchange Personalized Puzzles, unless there are quality issues, as these are bespoke items which have been produced solely for you. We can however, provide you with replacement pieces.

gift items

If you received your jigsaw puzzle as a gift and would like to exchange it, please follow the returns process as stated above. You will be able to exchange it from the selection available at You can return the item one month after the purchase date but need to provide proof of purchase (which can be a delivery note). The exchange value will be the product price paid by the purchaser at the time of ordering, excluding postage and packaging.

Wooden jigsaw puzzles received as gifts can be refunded; the refund will go back to the payment method used to buy the gift.


If you are in the European Union and you cancel your order within fourteen days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any). If you paid for premium or express delivery, we will only refund the cost of standard delivery. We will not refund any postage and packing charges if you cancel after the fourteen days or if you only cancel part of your order (although you still have three months to return faulty or incorrect items and receive a refund for the cost of the goods). This according to EU Guideline 97/7/EG.


Your refund will normally be processed within 14 working days of receiving your return but it may take slightly longer to appear on your bank statement.

purchases from etsy and other market places

We’re sorry it’s not possible to refund or exchange our puzzles you bought on a market place website unless the purchase was made from our own Etsy store. In other cases please follow the returns procedure of that platform.

please note

When returning goods on which you have received a discount/offer, this will no longer apply if the value of any goods which you are keeping is below the qualifying threshold and any refund will be calculated accordingly.

For more information, please see our Terms and Conditions.