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Customer service

Frequently Asked Questions:

1. Shipping
- What are the shipping costs?
- When will my package be sent?
- Can I pick up my package?

2. Products
- Is my puzzle in stock?
- The puzzle I want is not on your site. Can it be ordered?
- We lost a puzzle piece! What now?

3. Gift wrapping
- Can my order be gift wrapped for free? 
- What if I have ordered 2 (or more) products?

4. Return / Return
- I would like to exchange or return my order. How do you do that?


1. Shipping


- What are the shipping costs?

Shipping costs depend on the country of destination:

- For deliveries in Belgium, the Netherlands and Luxembourg , the shipping costs are as follows:
The shipping of orders of 50 Euro or more is free.
For orders below 50 Euro we charge 4.95 Euro shipping.

- For deliveries in France, Germany and Great Britain , the shipping costs are as follows:
The shipping of orders of 100 Euro or more is free.
For orders below 100 Euro we charge 9.95 Euro shipping.

- For all other countries, please contact us so we can make a suitable quote.

- When will my package be sent?

The first business day after we receive your payment the package leaves our warehouse. You will receive a Track & Trace code so that you can follow your package in Bpost. For deliveries in Belgium and the Netherlands you should count on 1 to 2 business days. For shipments to other countries of the EU, a few days extra.

 

- Can I pick up my package?

You can also choose to pick up your package, so you do not have to pay shipping or have your package even faster. We chose not to pick up with us at the warehouse. But, given the wide opening hours, we work with the newspaper Stor De Ster in the Bresstraat 19 in 2018 Antwerp.
We will complete the package for collection during the first business day after we receive your payment. Have you received confirmation that your package is ready? Then you can pick it up when it suits you during the wide opening hours:
Monday - Friday: 7am - 6pm
Saturday: 8 am - 2 pm
In order to provide the package correctly, we need your order number (ORD0xxxx) and the name of the order. Thank you in advance for taking this information.

2. Products

- Is my puzzle in stock?

All products on the webshop are in stock at our warehouse in Antwerp. They must no longer be ordered from the company.


- The puzzle I want is not on your site. Can it be ordered?

We hold a whole wide collection of puzzles in stock. But, of course, it's always possible that the puzzle you like is not on our site. Send an email with the puzzle description to customer [email protected]. If we have the puzzle standard in collection, we can inform you when we will have the puzzle back in stock. If we do not have your desired puzzle as standard, we can inform you if we can order it for you.


- We lost a puzzle piece! What now?

Oh, that's not happening often. But, it's not fun of course. If you lost a puzzle piece, we will ask you to wait a few more days. It would not be the first time that a piece of puzzle suddenly still comes from under the seat, between the newspaper, in a pocket, ...
Are you sure that the piece is really lost, please send us an e-mail with the following information:
- Article number
- brand
- your invoice number
Based on this information we will contact you. With different suppliers, we can request "lost pieces", but the desired information differs somewhat according to the supplier.


3. Gift wrapping

- Can my order be gift wrapped for free?

Yes, we like to buy gifts and open gifts! That is why we offer you the possibility to let your products be gift wrapped for free. Simply thick the box for gift wrapping. 
The wrapping paper is neutral paper (not specifically boy / girl or specially santa / christmas).


- What if I have 2 (or more) products that need to be gifted wrapped? How do I recognize the presents?

Have you ordered multiple products? Then all of them will be packed separately. Due to the post-it paper on the gift, you will know which puzzle is inside, without having to tear up the paper!


4. Return / Return

- I would like to exchange or return my order. How do you do that?

Before returning products to exchange or return, the 'return form' must be filled in. For all the practical information about this, please refer to the 'Send and Return' text page.


If you are in doubt about a purchase, you can always contact us for advice. We'll be happy to help you, and do not hesitate to measure or provide additional information.

Questions or remarks?
Contact our customer service by using our contact page , send an email to customer [email protected] or call us at (+32) (0) 33 44 01 44