Payments & returns

Thank you for shopping at PuzzleMyPhoto. Below you'll find how payment works and what to do if something isn't right with your order. If you have any questions, email us at puzzlemyphoto@gmail.com – we're always happy to help.

Payment

  • You pay for your order at checkout, using any of the payment methods shown there. The methods available may depend on your country.
  • All payments are processed by secure, certified payment providers over an encrypted connection. We never see or store your full card details.
  • Your order goes into production once the payment has been received. You'll get an order confirmation by email.

Prices, taxes and duties

  • Prices include VAT where applicable. Shipping costs are calculated and shown at checkout before you pay.
  • For deliveries outside the European Union, your country may charge customs duties, import taxes or handling fees. Unless they are shown and charged at checkout, they are not included in our prices and are paid by the recipient.

Personalised photo puzzles

Every photo puzzle is made especially for you from your own photo. Because it's a personalised product made to your specifications, it can't be returned or exchanged just because you've changed your mind – this is in line with EU consumer law.

Of course, if something is wrong with your puzzle, we'll put it right – see below.

Damaged, faulty or wrong items

If your order arrives damaged, has a manufacturing defect, or isn't what you ordered:

  1. Email us at puzzlemyphoto@gmail.com as soon as possible – ideally within 14 days of delivery.
  2. Include your order number and photos of the problem (and of the parcel, if it was damaged in transit).
  3. We'll review it and send you a free replacement or give you a full refund.

Please don't send anything back unless we ask you to. This doesn't affect your statutory rights.

Returning other products (e.g. puzzle frames)

Products that are not personalised, such as puzzle frames, can be returned within 14 days of delivery without giving a reason:

  1. Let us know by email within 14 days of receiving your order. We'll send you the return address.
  2. Send the item back within 14 days of telling us, using a delivery service of your choice.
  3. The item must be unused, complete and in its original packaging.
  4. Return shipping costs are paid by the customer, unless the item is faulty or we sent the wrong item.

Refunds

Once we've received the returned item (or proof that you've sent it), we'll refund you within 14 days to the original payment method. If you return your whole order, the refund also includes the standard shipping cost you paid. Depending on your bank or payment provider, it may take a few extra days for the money to appear in your account.

Changing or cancelling an order

We start working on orders quickly. If you need to change your photo, the size or the shipping address, or want to cancel your order, email us as soon as possible. If your puzzle hasn't been printed yet, we'll make the change or cancel the order and refund you in full.

Parcel hasn't arrived?

If your parcel hasn't arrived within the estimated delivery time shown at checkout, email us with your order number and we'll check with the carrier.