Returns & Refunds

Every puzzle is built by hand after you order it, in the colours you choose. Because of that, we can’t accept returns if you change your mind. But if something is wrong with your puzzle, we’ll put it right.

If your puzzle arrives damaged or faulty

your order number
photos or a video showing the problem (required)

We’ll reply within 2 working days and repair or replace the puzzle at our cost. If you’d rather have a refund, we’ll refund the price you paid, minus the PayPal processing fee.

Covered: a piece broken in transit, a missing piece, or a puzzle that won’t turn or keeps popping apart in normal use.

Not covered: normal wear from solving, damage from drops or heat, or changes made after delivery (such as re-tensioning or taking it apart).

Cancelling an order

You can cancel within 24 hours of ordering for a full refund, before we start building your puzzle. After that, the puzzle is already being made for you.

Refunds

Approved refunds go back to your original payment method within 7 working days. Your bank may take a few more days to show it.

Questions? Contact us.