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).
5. I’ve submitted the registration form but I didn’t receive a confirmation email. What should I do?
Sometimes our confirmation email gets filtered into your spam or junk folder. Please check there first — it’s the most common reason it doesn’t appear in your inbox. If you don’t see the email there, don’t worry! Your account is usually still created successfully, and you can go ahead and place your puzzle order as normal. If you’re unsure whether your registration worked, feel free to contact us and we’ll be happy to check your account for you.
1. Where do you ship?
We currently ship to Luxembourg, Belgium, The Netherlands and Germany. But hold tight, because we’re gearing up to bring our magic to even more countries in the future. Stay tuned!
2. How much are the shipping fees?
A one-way shipping fee of EUR 5.50 applies to orders shipped within Luxembourg, and EUR 7.00 applies to orders shipped to other countries. When returning the puzzles, you will need to cover the return shipping costs using the courier of your choice. We currently do not include a prepaid return shipping label with our puzzle deliveries, but we are working on offering this service in the future.
3. How quickly will I receive my order?
We ship puzzles on the next business day after receiving your order (Monday through Friday). Delivery typically takes 1-2 business days within Luxembourg and 2-5 business days for orders shipped outside 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 permanent physical pick-up or drop-off locations for customers to collect or return rented puzzles. Our service primarily operates online, with rentals delivered to you by shipment. However, from time to time, we organize events and pop-up stands where it is possible to rent puzzles in person. Keep an eye on our upcoming events on our website or follow us on social media to stay up to date with the latest news and opportunities!
Other
1. Do you buy used puzzles or accept donations?
At this time, we do not purchase used puzzles, however we may accept puzzle donations under certain conditions. To ensure a great experience for our customers, any donated puzzle must be complete (no missing pieces) and in good overall condition, with clean, well-maintained pieces and box. We focus on brands known for their durability and fit, and we generally prefer puzzles designed for adult puzzlers.
If your puzzle meets these guidelines, please feel free to reach out to us at info@puzzlebestie.eu and we’ll let you know if it’s a good fit for our collection. Thank you for thinking of us!