Jigsawpuzzle.co.uk

How do I create my personalized puzzle?

In the "Photo Puzzles" tab, choose the format of your puzzle and your photo, resize the cropping, choose your box and proceed to payment. That's it!

My photo is upside down when I upload it for a photo puzzle

Unlike a phone or tablet, our software does not detect the orientation of photos. We recommend opening your photo before uploading it to our site, rotating it and saving it again (possibly with a different name and cropping the edges a bit). You can then upload it to our site and it will be in the right direction.

My personalized puzzle is blurry

When you upload a photo to our website, it indicates whether the photo size is sufficient for the chosen puzzle format: if the photo resolution is large enough, the quality indicated by our website is 4 stars.

Our website reproduces the visuals identically, but cannot improve them in any way, which explains the rendering of your puzzle.

I would like to get an invoice

To download your invoice, go here

Otherwise, you can make a request to Customer Service and receive your invoice by email.

Will there be an invoice in the package?

If it's a gift, don't worry, we never add an invoice to our packages, but only an unpriced delivery note that will allow your recipient to check the contents of their order.

You will be able to download your invoice from your customer area in the "My orders and invoices" section from the day after your gift is shipped.

What should I do if my order payment fails?

You will find your order in your customer area, in the "Order list" section. Simply click on "Pay" to make your payment by the method of your choice.

If I pay by transfer, is it possible to shorten the shipping time?

Indeed, you can send us a screenshot of proof of payment. Upon receipt, we will prepare your order to avoid additional waiting time due to the transfer time.

Can I return or exchange a puzzle?

Yes, you must write to customer service to learn the procedure.

To make a return request, the deadline is 30 days from the date of your order. Once we have received your puzzle, you will be refunded. Your puzzle must imperatively be in its blister pack. Personalized puzzles cannot be returned.

We do not make exchanges, you will need to place a new order.

Can I get a refund?

Yes. To make a return request, the deadline is 30 days from the date of your order. Once we have received your puzzle, you will be refunded. We only refund puzzles in their blister pack.

What should I do if I didn't receive the right puzzle(s)?

You must contact customer service with the following information:

the reference you received by mistake

the desired reference

the number written in pen in the corner of the delivery note

My puzzle box is damaged

Simply send a photo of the puzzle box to customer service. If the package was damaged upon receipt, please let us know if you made reservations. If so, we will need a photo of the damaged package with the legible shipping label.

What should I do if I'm missing a puzzle piece or if it's damaged?

All manufacturers produce their puzzles with the greatest care, but it can still happen that you are missing a piece. Each manufacturer has its own procedure in this regard: https://www.jigsawpuzzle.co.uk/missing-puzzle-pieces

Do you offer international shipping options?

Delivery to many countries is entirely possible. Simply enter your address when choosing delivery. Shipping costs will be automatically recalculated based on the weight and destination of your order.

If delivery is not possible, a message will indicate this.

What are your delivery times?

Depending on your delivery method, the times are as follows:

DHL eco : 2 à 3 jours

DHL express : 1 jour

We want to reassure you, orders to Canada, the United States and Australia are shipped by boat and may currently require up to 2.5 months to reach their destination. It is therefore normal that during the crossing, the tracking of your order is not updated. Tracking will resume when your package reaches land.

My package was not found at the Relay Point

It is possible that the package physically arrived but was not scanned during delivery. In this case, a physical search for the package is necessary. If it is still not found, please contact us here

What delivery methods do you offer and at what price?

You will find all delivery methods and prices by clicking here

My package is marked as "delivered" but I haven't received anything

The size of our packages does not allow delivery to mailboxes, so delivery people often leave your orders with neighbors. We invite you to inquire with people living nearby to see if one of them received your package.

What should I do if I couldn't pick up my package within the allotted time?

You can contact our customer service so that we can reship the package once it reaches our premises.

I want to cancel an order, change the delivery address or the contents of my order

For photo puzzles, it is not possible to cancel or modify the order because it is automatically sent to production and processed quickly.

Regarding order cancellation for a puzzle, address change or product change, you can send a message to customer service choosing the order you want to cancel/modify and requesting cancellation. This action will only be possible if it has not yet been processed.

My order delivery is late, what should I do?

As a reminder, here are the delivery times according to the carrier:

DHL eco : 2 à 3 jours

DHL express : 1 jour

We want to reassure you, orders to Canada, the United States and Australia are shipped by boat and may currently require up to 2.5 months to reach their destination. It is therefore normal that during the crossing, the tracking of your order is not updated. Tracking will resume when your package reaches land.

After this period, please contact us here

How can I contact customer service if I have a problem with my order?

You can reach customer service via the contact form or by phone at 03 87 13 00 01 (9am to 12pm - 2pm to 3:30pm)

How do I choose the right puzzle size for my skill level?

We recommend puzzles based on your assembly level!

Beginner

Opt for puzzles with less than 1000 pieces.

Choose simple and colorful images to make assembly easier.

Prefer puzzles with detailed visuals.

Intermediate

Select puzzles from 1000 to 2000 pieces.

Explore themes that interest you to make the experience more enjoyable.

Advanced

Opt for puzzles with more than 2,000 pieces.

Try art puzzles, for example, for an even more challenging challenge.

Be prepared to invest time and patience to solve puzzles at this level.

If you have a motor or visual impairment, choose puzzles with XXL pieces to make your experience more enjoyable.

In summary, consider the number of pieces, image complexity and your level of experience to choose the perfect puzzle. And most importantly, have fun, that's what matters most!

Is it possible to get a paper catalog?

We do not have a paper catalog, our entire range is only available on our website, stock is updated in real time.

I haven't received my membership card

Your membership card is not a physical card, it is directly associated with your customer account and is visible on the homepage of your customer area.

Is there a warranty period?

If you want to make a claim related to a manufacturing defect, missing piece, damaged or other, our warranty period is 2 years.

Newsletter Unsubscription

You can unsubscribe from our Newsletter by following this link

Customer account deletion

You can delete your puzzle.fr customer account by following this link

Do you offer discounts for bulk orders?

We offer this type of discount only for professionals.

Do you offer periodic promotions or discount codes?

We offer promotional codes, discounts on our puzzles or on our shipping costs quite regularly. For this, we invite you to follow @puzzle.fr on instagram, facebook, or subscribe to our newsletter.

Illustrators or photographers: I would like to submit my visuals to create puzzles

If you wish to submit your work for puzzle creation, you can contact our Communications Manager at the following email address: visuels@alize-group.com

Quote request for professionals

If you need a quote, we invite you to contact our Production department with a detailed project (minimum 20 copies), at the following email address: sales-pod@alize-group.com

Municipalities: can I pay by administrative mandate?

Indeed, we offer payment by administrative mandate for municipalities on our website.

You can therefore register your purchase directly on our site (the order confirmation will be your quote). Following this, you will need to send us your stamped and signed purchase order (by mail or email) indicating your Siret number and your order number.

Finally, we will proceed with shipping your purchase and send an invoice by mail (or on the Chorus platform) which will allow you to finalize your payment.

We remain at your disposal for any other request.

How do I properly use my puzzle mat?

During packaging, your mat was folded and rolled. It is therefore normal that when it arrives, it has pronounced folds.

However, it is very easy to remove them by ironing your mat. We recommend, however, placing a towel or sheet between the iron and the mat to avoid damaging your item.

The brown tubes are inserted into the white tubes. It is sometimes necessary to force a little to release them during first use.

Don't hesitate to contact us if you have other questions!

Jumbo: why doesn't my Wasgij puzzle show the same pattern as on the box?

The puzzle in question belongs to the "WASGIJ" series from the Jumbo manufacturer, whose basic principle is that the puzzle does not show the same pattern as the illustration on the box. You must therefore imagine what the scene on the model could have become. If you need other tips to solve the puzzle, the manufacturer has a collection of clues at the following link: https://wasgij.wpengine.com/puzzles/

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