Return Policy

Every product we sell is made to order from your photograph and your chosen specifications. That uniqueness is the whole point — but it also means our return policy works differently from a standard e-commerce store. Please read this carefully before ordering.

1. Custom items are not returnable

Custom photo puzzles, their gift boxes, and any other personalised items are made uniquely for you. Under EU consumer law (and equivalent rules in other regions), personalised goods are exempt from the statutory right of withdrawal. Once your order is in production we cannot resell the item to anyone else.

This means:

• We cannot accept returns for a change of mind, wrong size, wrong photo, or timing issues.
• Orders that have already entered production cannot be cancelled.

2. Cancellation before production

You can cancel an order within 60 minutes of placing it, provided production has not already started. Email us at support@pieceful.co.uk with your order number. Cancellations received within this window are fully refunded.

After this window the order has usually been sent to production and can no longer be stopped.

3. What we will remake or refund — for free

We stand behind the quality of every piece we ship. If any of the following happens, contact us and we will remake or refund your order:

• The product arrives physically damaged or with missing pieces.
• There is a clear printing fault (blurring, stripes, wrong colours) that is not caused by the resolution of your uploaded photo.
• You received the wrong size, wrong material, or the wrong photo.
• Your order has not arrived after 30 working days and tracking shows no activity.

Contact us within 14 days of delivery (or expected delivery, in the case of a lost order) and include:

• Your order number;
• A clear photo of the issue;
• A short description of what went wrong.

We will assess the claim and, if upheld, remake your order at no cost or issue a full refund — your choice. We do not ask damaged items to be shipped back to us.

4. What we will not refund

• Print sharpness from low-resolution uploads. Our customiser flags photos that may print soft before you add to cart. If you proceed with a low-resolution image, we cannot refund dissatisfaction with sharpness.
• Cropping or framing choices. The crop you see at checkout is what will be printed. We cannot refund if you later decide you wanted a different crop.
• Delivery timing. Delivery windows shown on the site are estimates. We cannot refund because an order arrived after a specific event (e.g. a birthday).
• Address errors you provided. If a package is returned to sender due to an incorrect address you supplied, we can re-ship it but additional shipping charges apply.
• Items marked as delivered by the carrier. If the carrier has marked your order as delivered but you have not received it, we ask you to first check with neighbours, your postbox, and the carrier. Claims for lost packages must be made with the carrier.

5. Rejected orders and content issues

If a submitted image is illegible, entirely black, clearly not intended for printing, or contains unlawful or infringing content, we may cancel the order and refund you in full. We will email you to explain before cancelling wherever possible.

6. How to contact us about an issue

Email support@puzzelkoning.com with your order number. We respond within two working days.

7. Your statutory rights

Nothing in this policy limits any rights you have under mandatory consumer law that cannot be waived by contract.