Frequently Asked Questions
❓ Frequently Asked Questions (FAQ)
Here you will find answers to the most frequently asked questions about our products, orders, and services. If your question is not listed, feel free to contact us directly at service@ulmer-puzzleschmiede.de!
📦 What are the shipping costs?
Shipping within Germany is free for you – no matter how much you order or where within Germany it is delivered. No hidden fees, no additional costs. For deliveries to France, Belgium, Italy, Netherlands, Austria, and Luxembourg, a shipping fee of 4.99 € applies. For deliveries to other countries, we ask for individual inquiries to service@ulmer-puzzleschmiede.de
🚚 How long does shipping take?
In general, we ship within 1–2 business days via DHL after payment is received.
🌍 Do you also deliver abroad?
Yes, we also deliver to France, Belgium, Italy, Netherlands, Austria, and Luxembourg (additional shipping costs are unfortunately unavoidable here). Orders with delivery to the mentioned countries are possible directly in the online shop.
Delivery to other countries is possible, but currently not directly through the online shop. If you're interested, please simply send us an email with the item, address, etc. to: service@ulmer-puzzleschmiede.de – we will gladly take care of your order individually.
🧷 Can individual puzzle pieces be reordered?
Reordering individual puzzle pieces is unfortunately not possible.
We recommend choosing a clean and quiet environment while puzzling to avoid losing pieces.
🛠️ What to do if a puzzle piece is missing?
Missing pieces can be 99.9 % excludedß.
Please first check thoroughly if the piece might be hidden under furniture, in the packaging, or in unusual places – this happens more often than you think.
If the puzzle piece remains untraceable, please contact us with the following information service@ulmer-puzzleschmiede.de:
- Names
- Order number
- a photo of the assembled puzzle with the missing piece
We will take care of your request as soon as possible!
🧩 What sizes do your puzzles come in?
Our puzzles are available in various sizes:
- 1000 piece puzzle: approx. 68.0 x 48.0 cm
- 500 piece puzzle: approx. 48.0 x 34.0 cm
🖼️ Can I create a puzzle with my own motif?
No, unfortunately that is not possible.
🎁 Do you also offer vouchers?
Yes! Our vouchers are the perfect gift for puzzle fans and are available online in various options.
🔄 Can I return a puzzle?
You can return puzzles within 14 days, provided they are unopened and unused. The inner bag of the puzzle must still be sealed. You can find information about returns in our terms and conditions and the cancellation policy.