Frequently asked questions
General
Shipping
1. How long is the rental period?
The standard rental period is 5 weeks. If you need extra time, you can request an extension by contacting us before the end of the original rental period. Extension is up to 1 week at a time, and a fee of 2 EUR per puzzle per extension applies.
2. What is included in the package I receive?
Your Puzzle Besties package includes the puzzles of your choice sealed in zipper bags, each accompanied by the image of the puzzle and a Puzzle Passport card for tracking the condition of each puzzle. The items travel to you in a light foldable reusable shipping box designed for easy storage and return.
3. What if I lose a piece or damage the puzzle?
Please let us know about any missing pieces and/or damage by completing the Puzzle Passport or contacting us directly. Tell us the name of the puzzle and what has happened. If only 1 or 2 pieces are missing/damaged, there is no charge. In case of more than 3 missing/damaged pieces, or a complete loss of the puzzle, we’ll charge you the full replacement fee as outlined in our Terms of Services (€15 for 500-piece puzzles, €25 for 750–1000-piece puzzles, €35 for 1500 and above-piece puzzles).
4. What if I don’t return the puzzle on time?
Please note that according to our Terms of Services if you do not return the puzzles by the end of the rental period, a late fee of €1 per puzzle per day (up to maximum 21 days) will apply. After 21 calendar days without a puzzle return or a response from your side, the puzzle will be considered lost, and we will charge you a full replacement fee (€15 for 500-piece puzzles, €25 for 750–1000-piece puzzles, €35 for 1500 and above-piece puzzles).
1. Where do you ship?
Currently, we ship exclusively to Luxembourg. But hold tight, because we’re gearing up to bring our magic to other countries soon. Stay tuned!
2. How much are the shipping fees?
One-way shipping of our puzzles to your doorstep costs 5.85 EUR in Luxembourg. When you return the puzzles back to us you’ll need to cover the return shipping fees of the courier of your choice. We currently do not include a prepaid return shipping label in our puzzle deliveries, but we are working enabling this service in the future.
3. How quickly will I receive my order?
We ship the puzzles on the business day following receipt of your order (Monday through Friday). You should receive your order within 1 - 2 business days depending on your exact location in Luxembourg.
4. How do I return the puzzles?
At the end of your rental period, please place the puzzles back into their zipper bags and put them in the original shipping box. Enclose the completed Puzzled Passports and send the package at your expense back to us using a courier of your choice.
5. Is there a pick up / drop off point I could visit instead of shipping?
At this time, we do not offer any physical pick-up or drop-off locations for customers to collect or return the rented puzzles. Our service operates online, with all rentals delivered to you through shipments.