How do I create my photo puzzle?

In the "Photo Puzzle" tab, choose your puzzle size and photo, adjust the image selection, choose your box and proceed to the checkout. And that's it!

The photo I've uploaded is upside down

In order to correct an image file's orientation, please open it in any image processing software (e. g. GIMP), agree when asked if the orientation should be corrected and then save the file. Afterwards you can upload it on our website and it will be shown right-side up

My personalised puzzle is blurred

When you upload a photo on our website, the quality indicator tells you whether the image's resolution is high enough for the chosen jigsaw puzzle format: if it is, the quality indicated by our website is 4 stars.

Our website reproduces the images identically, but cannot improve them in any way, which explains why your jigsaw puzzle looks the way it does.

I would like to receive an invoice

To download your invoice, please click here

Alternatively, you can contact the Customer Service to receive a copy of your invoice by email.

Will there be an invoice in the parcel?

If your order is a gift, don't worry: we never add invoices to our parcels, just delivery notes showing the contents of the parcels without any indication of prices.

If you need an invoice, you can download it in your account under "My orders and invoices" the day after an order has been dispatched.

What should I do if my payment doesn't go through?

Your order attempt is available in your account, under "My orders” > "Orders and invoices”. Please click the button “Pay” to finalize the order using the payment option of your choice.

Can I return or exchange a puzzle?

Yes, please contact the Customer Service for more information about returns.

We accept return requests up to 30 days from the date of an order. Once we have received your return, you will be refunded. Your puzzle must remain factory sealed. Photo puzzles cannot be returned.

We do not make exchanges but will refund you, so that you can place a new order.

Can I receive a refund?

Yes. We accept return requests up to 30 days from the date of an order. Once we have received your puzzle, you will be refunded. Your puzzle must remain factory sealed.

What should I do if I haven't received the right puzzle(s)?

IContact the Customer Service with the following details:

the item number of the puzzle you received by mistake

the item number of the missing puzzle

the handwritten number added to the top right-hand corner of your delivery note

My puzzle box is damaged

Please contact the Customer Service with a photo of the puzzle box. We will get back to you with a solution shortly.

What should I do if a puzzle piece is missing or damaged?

All manufacturers produce their jigsaws with the utmost care, but it can still happen that pieces are lost or damaged. Each manufacturer has their own procedure for these cases: https://www.jigsawpuzzle.co.uk/missing-puzzle-pieces.html

Do you offer international shipping options?

Delivery to many countries is entirely possible. All you need to do is enter your address and delivery country. Based on the weight and destination country of your order, the shipping costs will then be calculated and displayed automatically.

If delivery to a particular country is not possible, a message indicating this will be displayed.

What are your delivery times?

Depending on the destination and delivery optioen, delivery times are as follows:

UK : 10 to 20 days

Europe: 3 to 15 days

Worldwide: 7 to 21 days

Depending on delivery capacities, orders to Canada, the United States and Australia can in some cases be shipped by boat and thus take up to 2 and a half months to arrive in their destination countries. In these cases it is normal that the tracking doesn't change while parcels are in transit to the destination countries. It will resume once the parcels have arrived and the local delivery organisations have started to process them.

My parcel is shown as "delivered" but I haven't received anything

As the size of our parcels means that they cannot be delivered through mail slots, postmen regularly leave parcels with neighbours. Please check with people living nearby to see if someone has accepted your parcel.

What should I do if I haven't been able to collect my parcel and it has been sent back?

You can contact our Customer Service to have the parcel resent once it has been returned to us.

I would like to cancel an order, change the delivery address or the content of my order

For photo puzzles, it is not possible to cancel or modify an order once it has been placed, as photo puzzles are sent into production directly and processed as quickly as possible.

If you would like to cancel an order for a puzzle in stock, modify a delivery address or switch an item out, please contact the Customer Service, selecting the order you wish to cancel/modify and let us know what you would like us to change. Modifications are only possible if an order hasn't been prepared for shipping yet.

My parcel is late. What should I do?

As a reminder, here are the delivery times for different regions:

UK : 10 to 20 days

Europe: 3 to 15 days

Worldwide: 7 to 21 days

If this time has passed and your parcel hasn't arrived yet, please contact us here

How can I contact the Customer Service if I have a problem with my order?

You can reach the Customer Service via the contact form

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

We recommend puzzles to suit your level of experience!

Beginner

Choose puzzles with fewer than 1,000 pieces.

Choose simple, colourful images that are easier to assemble.

Choose puzzles with detailed images.

Intermediate

Select puzzles of 1,000 to 2.000 pieces.

Explore themes that interest you for a particularly enjoyable puzzle experience.

Advanced

Choose puzzles with more than 2,000 pieces.

Try your hand at art puzzles, for example, for an even greater challenge.

Be prepared to invest time and patience in solving puzzles of this level.

If you have a motor or visual impairment, choose puzzles with XXL pieces for a more enjoyable puzzle experience.

In short, consider the number of pieces, the complexity of the image and your level of experience to choose the perfect puzzle. And above all, have fun - that's the most important part!

Is it possible to obtain a paper catalogue?

We don't propose a paper catalogue, but our entire range is shown on our website, and availability is updated in real time.

I have not received my membership card

Your club card actually isn't a physical card. The membership is instead linked to your account and visible on the home page of the account.

Is there a guarantee period?

If you wish to lodge a complaint regarding a manufacturing defect, a missing or damaged piece or another issue, our guarantee period is 2 years.

Cancelling the newsletter subscription

To unsubscribe from our newsletter please click this link

Deleting the account

To delete your account please click this link

Do you offer discounts on bulk orders?

We only offer this type of discount for professionals.

Do you propose special offers or discount codes?

We offer voucher codes and discounts on our puzzles quite regularly. Follow us on instagram, Facebook or subscribe to our newsletter to stay up to date.

Illustrators or photographers: I would like to offer my images to create puzzles

If you would like to submit your work for the creation of puzzles, please contact our Communications Manager at the following email address: visuels@alize-group.com

Professionals: Bulk quotes for photo puzzles

To request a quote, please contact our Production Department with more details about your project (bulk prices can be proposed from a minimum of 20 copies), at the following email address: sales-pod@alize-group.com (to be added to the contact form)

How do I use my jigroll properly?

During packaging, the mat has to be folded due to its size. It is therefore normal for it to have pronounced creases on arrival.

However, it is very easy to remove these by ironing your jigroll. However, we advise you to place a cloth or sheet between the iron and the mat to avoid damaging it.

To assemble the tubes, the brown inner tubes are slid into the white outer tubes. It is sometimes necessary to use a little force to loosen the inner tubes when using them for the first time.

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

Jumbo: Why doesn't my WASGIJ puzzle show the same image as the box?

The jigsaw puzzle in question belongs to Jumbo's 'WASGIJ' series, a collection of puzzles where the puzzle and box images are different. Depending on the sub-series, you need to look at the box image and imagine what happens next, what happened decades ago or even what the persons on the box image dream of. If you need more hints to solve a puzzle, the manufacturer has assembled a collection of clues under the following link: https://wasgij.wpengine.com/puzzles/

Do you need help?