Replacements, Refunds & Return Policy
At Local Puzzle, all of our products are bespoke and made to order. Each puzzle features a design created by our in-house
team and is partly handcrafted with love & care.
📦 Damaged or Faulty Items: Replacements
In the rare event your order arrives damaged or with a manufacturing defect, we will provide partial or full replacements depending on the nature of the issue:
- If the puzzle box is damaged, we’ll send a replacement box only.
- If the jigsaw puzzle is damaged or contains missing pieces, we’ll ship a replacement puzzle.
- If both the puzzle and box are damaged, we’ll replace both.
To be eligible for a replacement, you must:
- Contact us within 48 hours of receiving your order
- Include clear photos showing the damage, including:
- The shipping carton
- The puzzle box
- The jigsaw puzzle (if relevant)
We will use this information to verify the issue and offer the appropriate resolution.
💸 If You’re Not Happy With A Replacement
Customer satisfaction is important to us. In rare situations where a replacement doesn’t resolve your concerns, we’re happy to offer:
- A full refund to your original payment method, or
- A store credit for the value of your order
Let us know your preference and we will process it promptly.
❌ No Returns or Exchanges
We do not hold any inventory — every order is made specifically for you, with a typical production time of approximately 3 working days before dispatch.
Because of the nature of our business and under UK consumer law, we do not accept returns or exchanges for change of mind.
Under the Consumer Contracts Regulations 2013, items that are made to order or custom-made are exempt from the right to cancel or return. As our puzzles are bespoke, made to order, and not mass-produced, we are unable to accept returns or offer exchanges once production has started — except in cases where the product arrives damaged or defective.
We ask that you review product details carefully before placing your order, and feel free to reach out with any questions beforehand.
📨 Get in Touch
We’re here to help. For any issues or enquiries, please contact us at:
📧 support@localpuzzle.co.uk
Be sure to include your order number and a short description of the issue so we can assist you quickly and efficiently.