Frequently Asked Questions

The answers to the most frequently asked questions are just below and for others,
write to us at or via the contact form

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After sales service

What should I do if I lost a puzzle piece?

The vacuum cleaner got carried away, your dog was a little hungry, your child wanted to play hide and seek. Do not panic ! Send us an email via our contact form or specifying your first and last name, your postal address, the model as well as the missing part and we will see if it is possible to send you the part.

I have not received my subscription or my order, what should I do?

You are impatient and we understand you so much!! You receive information by email at each stage of the preparation of your order. Depending on the carriers, the delays may vary. Go to the follow-up of your order to know all the details. Do not hesitate to contact us via our contact form or

How to make a return?

We are sad to know that your order did not meet your expectations… Go to the dedicated page to find out the procedure to follow.

Gift card

I have a gift card, how do I use it?

Choose one or more products and when paying, check the “gift card” option and fill in the number of your gift card.

  • If the available balance is greater than or equal to the total of the order: you just have to click on “Complete order”.
  • If the available balance on the gift card is less than the order total, you will only need to top up with a second payment method.

Can I use my gift card several times?

Yes, provided there is credit left on the card. So keep the code carefully for your next purchase.

Can I use several gift cards for the same purchase?

You can take advantage of several gift cards for the same order. All you have to do is fill in the different codes.

Can I use a gift card to purchase another gift card?

And no, that is not possible.

I lost my gift card, what should I do?

Do not panic, contact us if necessary via the contact form or at

How do I check the balance of my gift voucher?

Send us a message via the contact form or at and we will send you the amount of your balance.


How much are the delivery costs?

Delivery costs are automatically calculated at the time of your order according to the products that you have added to your basket.

For puzzle subscriptions, delivery directly to your home is already included in the price.

Is delivery offered?

The delivery is offered in Mondial Relay point from 60€ of purchase.

What delivery methods are offered? Is it possible to have it delivered to my home?

We offer delivery to a Mondial relay point and to your home via the carrier Colis Privé.

I just placed an order. How soon will I receive my order?

If you have placed an order on our shop (excluding subscription), then your order will be shipped within 48 to 72 hours. It will then take 48 to 72 hours for delivery with our delivery service provider.

If you have subscribed to a puzzle subscription, you will receive your box at the beginning of the following month. For example, if you ordered the subscription on May 15, you will receive the June puzzle during the first days of the month.