Delivery & returns
How does delivery work?
Once an order is placed, our team will carefully collect your puzzle from the clouds and package it with hugs and love, so please allow up to 72 hours for our team to pick up and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.
Your puzzle will then gently be sent via DHL or FEDEX, and then it should be safe in your patiently waiting hands within 4-15 business days**.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey.
Although we require a signature upon delivery, this is at the discretion of the delivery driver of the postal company, they may leave your package in a safe place, or if you are not at home, they will take it to the nearest post office .
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
Do you have a returns policy?
We offer free returns for 30 days from the date of delivery/receiving of the order. However, not all items are eligible. Any exclusions will be called out on product pages and/or at checkout. To be eligible for a return:
Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of the order.
Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
Item(s) must be in the original packaging, which must be in original condition. This includes the attached swing tag, bow, shoe boxes, and jewelry packaging.
You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.