Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your order to request a return. 

To be eligible for a return, your item must be unopened and in the same condition that you received it. You’ll also need the receipt or proof of purchase. 

To start a return, please contact us at theteam@puzzlepost.com. Please note that you will be responsible for return shipping costs unless the item is faulty or incorrect.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at theteam@puzzlepost.com.

Damages and issues
If your order arrives damaged, faulty, or not what you ordered - please contact us at theteam@puzzlepost.com so we can make it right! In these cases, we’ll send you a replacement or issue a refund.

Exceptions / non-returnable items 
Unfortunately, we don't offer refunds or accept returns on personalised games, as these are made to order just for you.

If there’s an issue with your personalised item- such as a mistake on our end or it arrives damaged- please get in touch at theteam@puzzlepost.com, and we’ll do our best to make it right.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at theteam@puzzlepost.com.