Frequently Asked Questions - FAQ
1 Products
1.1 Is my puzzle in stock?

Yes — all products on our webshop are in stock and ready for you at our warehouse in Antwerp.

1.2 The puzzle I want isn't on your site. Can it be ordered?

We hold a wide collection of puzzles in stock, but of course it's always possible that the puzzle you'd like isn't on our site. Send an email with the puzzle description to [email protected]. If we carry the puzzle as standard in our collection, we can let you know when it will be back in stock. If we don't carry your desired puzzle as standard, we can let you know whether we're able to order it for you.

1.3 We lost a puzzle piece! What now?

That doesn't happen often, but it's not fun, of course. If you've lost a puzzle piece, we'll ask you to wait a few more days first — it wouldn't be the first time a piece suddenly turns up under the couch, between the newspaper, in a pocket...

If you're sure the piece is really lost, please send us an email with the following information:

  • Article number
  • Brand
  • Your invoice number

Based on this information, we'll get in touch with you. We can request "lost pieces" with various suppliers, but the required information differs slightly depending on the supplier.

2 Gift wrapping
2.1 Can my order be gift wrapped for free?

Yes, we love buying gifts and opening gifts! That's why we offer you the option to have your products gift wrapped for free. Simply tick the box for gift wrapping. The wrapping paper is neutral (not specifically for boys/girls, or specifically for Santa/Christmas).

2.2 What if I have 2 (or more) products that need to be gift wrapped? How do I tell the presents apart?

Have you ordered multiple products? Then each one will be wrapped separately. Thanks to the sticky note on each gift, you'll know which puzzle is inside without having to tear the paper!

3 Returns
3.1 I would like to exchange or return my order. How do I do that?

You have up to 60 days after receipt to return an item. Before sending products back to exchange or return them, the "return form" must be filled in. For all the practical information on this, please refer to the "Shipping and Returns" page.

If you're unsure about a purchase, you can always contact us for advice. We're happy to help, and we don't mind measuring something or providing extra information.

Questions or remarks?
Then get in touch with our customer service through our contact page, send an email to [email protected], or call us at (+32)(0)475 66 06 52.