puzzleYOU UK

Reviews:

To make the large number of layouts more manageable, we have divided our puzzle boxes into 5 categories: 1. Classic boxes 2. Christmas boxes 3. Boxes without any example 4. Birthday boxes 5. Theme boxes You have selected a puzzle box from category 3. These puzzle boxes are actually intended for customers, who want the puzzle to remain a surprise until it has been completed. For example, when there is a marriage proposal on the puzzle or the announcement of a grandchild. It would be inappropriate for us to anticipate the surprise with a picture in the box. We kindly ask for your understanding. Our service team has sent you an example by e-mail.

After having uploaded a photo, a preview appears with a 5 star rating for the resolution of the chosen photograph. In your case only 1 star was given, meaning that your photo had a very low resolution. Furthermore the photograph contained some signs, which show that you seem not to have uploaded the original photograph but a downsized version that probably has gone through social media. We are sorry that you did not ask us for advice and went ahead with the order despite the poor rating of the photo. The higher the resolution of a photo, the sharper the printing result.

We very much appreciate your bringing this to our attention. Due to the higher speed, at which we work in production in the pre-Christmas period, such mistakes are sometimes overlooked. Should you however prefer to receive a puzzle with the quality you are used to from us, please be so kind as to send a photo of the misshapen puzzle pieces to customer service. They will be happy to send you a perfect copy.

In the week before Christmas, our production team worked 24/7 and, as a result, we managed to get your order shipped within 24h. So in that respect, we did a tremendous job. For all employees, this Christmas was ideal, 4 days off in a row. But of course this also applied to the people working in the courier services, which is why we understand your disappointment after your parcel arrived at the distribution centre in Croydon on the Friday before Christmas, but got stuck there and was not forwarded on the route to Raynes Park. Although we as producers cannot help the fact that the Friday before Christmas must have been a madhouse at this distribution centre, we apologise for the delay and hope that the puzzle will provide enjoyment after all.

In the navigation in our shop, you can click on "Photo Puzzles" and be directed to the product pages of the individual puzzles. Here you will find all details such as the size of the puzzle, the size of the pieces, etc. We where quite proud that we managed to ship your order in the busiest week of the year already the next day, so it was also disappointing for us to find that your parcel got stuck at the Northampton distribution centre on the Friday before Christmas and was not forwarded to Peterborough. We know we cannot make up for a missed Christmas surprise, but we hope for your understanding that this was a mishap beyond our control.

According to the information provided by UPS, there were disruptions in the Eurotunnel, which prevented some shipments from being delivered on time. This is a case of force majeure, which is why we have not been able to see this delay coming in advance. We are very sorry for the delay and we also want to apologise on behalf of UPS for the inconvenience caused. We know we can't make up for a ruined Christmas surprise, but we hope the gift will still bring joy even afterwards.

At the time of ordering the estimated delivery date was Wed, 27/12/2023 – Thu, 28/12/2023. According to UPS your parcel was left on Thursday, December 28 at 9:30 at your porch. In case you did not happen to find your parcel there, please be so kind as to contact our customer service. they will have UPS launch an investigation into the whereabouts of your parcel.

You will not find any text anywhere on our website claiming that we are a UK-based company. The reason why the international operating puzzleYOU company offers a webshop with the domain extension co.uk is not only because we want to offer our UK customers the ability to order directly from the manufacturer without intermediaries, but also to be able to show sales separately from all other countries to the UK authorities and pay the applicable tax to HMRC.

Your parcel was out for delivery on December 22, 2023 but due to a delivery address change requested by the receiver the estimated delivery date was changed.

We are very sorry that it has come to this misunderstanding. After our customers service had answered to your e-mail, we received a message that our answer to you had been blocked by your mail server. We assume that this might have been the reason why our order confirmation did not reach you either. Our customer service will contact you to find a solution. In relation to the misunderstanding mentioned above, we would like to inform all readers here about the following: Once you have confirmed your order and the payment has gone through, you will automatically be taken to the so-called checkout page. On this page you will not only find all information about the order but also your order number. By clicking the order number you will be lead to your personal status page, where you may monitor the progress of your order. It is recommended to save the web address of your status page until you receive the order.

We would like to inform you that there is no such thing as a standard size for puzzles. 1000 pieces only indicates how many pieces a jigsaw puzzle has. We are specialised in producing premium jigsaw puzzles and as we are not a frame manufacturer, we offer this timeless-looking frame only as a nice to have accessory. We are not forcing anyone to buy this frame and we think there are plenty of framers to be found who can make a frame to your taste with any size you want.

Thank you for your comment, this is however not a border, but your carpet. You seem to have put a regular photo down on the carpet in order to make a digital photograph of it. After having uploaded this photograph to our ordering system, our preview showed that part of your carpet was on the puzzle. We are sorry that you nevertheless confirmed the order and did not ask us for advice. We offer the opportunity to design a puzzle entirely by yourself. Since we are not involved in the preparation of this design, we must place the responsibility for careful preparation on the customer. This is because the uploaded photos are sent directly to the printing machines as an immutable file.

We know that we cannot make up for a failed surprise and once again offer our sincere apologies. We have arranged for a full refund today.

If the puzzle really is as described by you, then it would make sense to contact customer service and send them a picture of the print result. The photo should however show something more than just one puzzle piece. Fact is that none of our puzzles has poor quality cardboard and if the colours do not match the photograph, you can make use of your guarantee and receive a new photo puzzle with the quality we have become known for.

We apologize for the delay and we understand that you must be worried, but If an order is not delivered on the specified date, it is recommended to contact customer service rather than to wait almost two weeks and then give a poor rating for a delay for which the producer is not to blame. Only if we get to know that a shipment has not arrived may our customer service initiate the courier to investigate the whereabouts of the parcel. We will contact UPS and make sure you receive your order.

Each producer has its own formats, but there are generally three qualities of puzzles available on the market: 1. The so-called discounter puzzle with 1.5 mm thick pieces, 2. The standard puzzle with 1.9 mm thick pieces and 3. The premium puzzle with 2.2 mm thick pieces. Thanks to in-house production, we may offer premium puzzles with 2.2 mm thick puzzle pieces. Thicker pieces do not exist in classic cardboard puzzles. Since, unlike most reviews here, you claim that our puzzle pieces are thin and flimsy, we are concerned that something may have gone wrong in production. Please feel free to send us a photo of your puzzle so that we may verify if this is the case and then arrange for replacement.