puzzleYOU UKReviews

As we are used to our parcels being delivered on the third working day at the latest, we were just as disappointed to see that something seems to have gone seriously wrong at UPS, resulting in this very unusual delay. We apologise for this and hope that the recipient is happy with his gift after all.

Thank you for informing us about the missing pieces, we apologize for this mishap in production. As you have also informed our customer service, a replacement is already being taken care of

We understand your disappointment about the late delivery, but when a parcel has left our production facility and seems to have been delayed en route, our customer service team can do no more than contact the courier and ask for this to be resolved quickly.

It is a pity that you seem to have overseen in the order confirmation that your address was not entered correctly and the street name and house number were missing. UPS simply had no way to deliver the parcel. In the meantime, they have received the correction of the address details and will deliver your parcel soon.

You informed us about the parcel not being on your porch, as stated in the UPS track & trace, at 02:20 pm and at 03:55 pm we responded to your e-mail by telling you that we will let the courier start an investigation into the whereabouts of your parcel. We therefore assume that by the poor contact options mentioned you mean those of UPS. We are sorry that things went wrong in the last few metres and UPS did not help you. As a rule, such a parcel is then returned to us after some time, but as this cannot save your Valentine's surprise anymore, we have met you as best we can.

We are very sorry that there have been some issues with the courier service, but the order history shows that no telephone number was given when entering the address data.

The colours on the puzzle pieces would have been much brighter if the photo had not been taken against the sun. If the sun shines on your face instead of your back, the sun serves as the most natural possible exposure source and all the colours can be picked up by the camera in much more detail.

If it happens that pieces of a puzzle are missing, please send the service team a photo made of the puzzle almost put together so that they can see where the pieces are missing. They will take care that you receive a replacement.

If the rare case arises where pieces of a puzzle are missing, please send the service team a photo made of the puzzle almost put together so that they can see where the pieces are missing. The service team will take care that you receive a replacement.

In the meantime, our customer service has contacted UPS and initiated an investigation into the whereabouts of your parcel. According to the delivery confirmation, the parcel was accepted by one of your neighbours, so we assume that you will soon have your photo puzzle in hand. Should the exceptional case arise where a parcel does not turn up, we will of course provide a replacement.

In the navigation at the top of the website you will find the term "Photo Puzzle". When you go to it, a tab opens where all formats of photo puzzles are shown. By clicking on, for example, "Photo puzzle with 1000 pieces", you will be taken to the product page, where you will find all the details about the 1000 piece photo puzzle, including the size of the pieces. The size of 1000 piece jigsaw puzzles is not standardised, but as the difference of the whole jigsaw puzzle compared to those of other producers is at most a few cm, the pieces of a 1000 piece jigsaw puzzle are generally identical in terms of their circumference. Compared to the 48, 100 and 200 piece puzzles that are intended for children, the pieces of a 1000 piece puzzle are of course quite small. Despite or rather because of this, our 1000 piece photo puzzle has been the most chosen photo puzzle for already more than 10 years

If any of the pieces of your photo puzzle are missing, please contact our customer service team, ideally by sending a photo of the jigsaw puzzle put so far to service@myphotopuzzle.co.uk. They will provide a replacement without ifs and buts.

the most current delivery time -with consideration of all circumstances- can always be found in our shop under the order button that says "Create it here". We are sorry that the UPS delivery time scale is not as precisely as you would have wished, but we are glad that your parcel arrived before Christmas.

We offer the possibility to design a puzzle entirely by yourself, but we expect our customers not to confirm the order if the preview shows something that is not wanted. Please feel free to ask our customer service for help if there is something unclear. Our service team is always glad to guide one through the ordering system.