puzzleYOU UK

Reviews:

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.

As a matter of fact, most of our photo puzzles are ordered as gifts and more people than one can imagine want the puzzle to remain a surprise until it has been completed. This led to the decision to offer an extra category with boxes without pictures to assure the surprise effect. For the reason that every customer owns the photo they upload for the puzzle, we did not tought it to be a problem in also offering puzzles without any example. Nevertheless, in order to choose a puzzle box, it is necessary to click on one of the following categories: 1. Classic boxes 2. Boxes without any example 3. Birthday boxes 4. Theme boxes 5. Christmas boxes You have selected a puzzle box from category 2. Not only did the preview show that the box does not contain any pictures, but this special category is also called: "Boxes without any example". We are sorry that you must have overseen this and we would be pleased if you could reconsider the accusation of bad communication.

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.

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.

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.

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.

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.

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.

We are sorry that the courier did not handle your parcel with care. It takes quite a lot to damage our sturdy wrap packs. If you send a photo of the damaged puzzle box and the shipping packaging to our customer service, they will claim it from UPS and send you a new one.

If the delivery by the courier was not to your satisfaction, we are of course happy to be informed of it. We think Trusted Shops is also doing a poor job here, because how can it be that the last metre in the delivery process allows so many point deductions and we only get two stars, despite the fact that our part of the job, producing a premium photo puzzle and shipping it already the next day, was actually done perfectly.

Please do not worry, the website is based in the internet, not in Germany. We do not know what led you to assume that your first order had not come in, but you did indeed place a second order and also paid and confirmed it. it might sometimes take a while, especially in busy times, for the order confirmation to arrive by e-mail, so it is advisable to ask us for advice or to check your bank account before going through the order and payment process again.

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.