Shipping policy

Last updated: September 28, 2026

At We Love Puzzle, We are committed to delivering Your orders efficiently and reliably. We love puzzles and want You to receive Yours safely and happily!

Our international shipping currently covers the European Union (EU), Norway, Switzerland, the United Kingdom (UK), Canada (CA), the United States (US), Australia and New Zealand, plus other countries that will be added in the future.

SECTION 1. PROCESSING TIME

We operate with two product categories:

  • In Stock/Available – Orders containing only available products are processed within 1-3 business days from Our EU warehouse.
  • Pre-Order / 7-10 Working Days Availability – Some products are supplied to Us on order. If an order contains at least one such item, the entire order will be shipped once that item becomes available. The label shown on the product page indicates when the item is expected to arrive at Our warehouse. Once dispatched, delivery will take place according to the estimated shipping times applicable to the selected shipping method (Standard or Express) and the destination country, as set out in this Shipping Policy.

Customers with orders containing pre-order items will be notified by email about those products, and also when their orders are ready to ship.

SECTION 2. SHIPPING COSTS, OPTIONS AND DELIVERY TIMES

Shipping costs are calculated automatically at checkout based on both the destination and the number of products in the order, as well as the selected shipping option.

Shipping costs are shown in the currency of the market You are browsing. Where applicable, prices are automatically converted to Your local currency at checkout based on Your delivery address.

Delivery times are estimates and may vary due to factors outside Our control, including customs procedures, carrier delays, or public holidays.

Occasionally, We offer limited-time promotions during which We may cover a portion of the shipping costs. Please note that this is not applicable during major discount events such as Black Friday or Cyber Monday. During these periods, and around (inter)national holidays, unexpected delivery delays may occur.

Shipping rates and delivery times for each country are listed on our Shipping Rates & Delivery Times page.

SECTION 3. TAXES, DUTIES AND IMPORT FEES

For deliveries outside the European Union, unless stated otherwise at checkout, We are not responsible for customs duties, import taxes or brokerage fees imposed by the destination country.

Since We ship from Our warehouse located in the European Union, no import duties or taxes are required for countries within the EU. The total amount displayed at checkout includes VAT for EU customers.

For customers outside the EU, the total amount displayed at checkout does not include customs duties, VAT, or other import-related charges. Each customer is responsible for any such costs that may apply in their country. These charges are not included in the product price or shipping cost and must be paid by the customer.

For all other countries, customs procedures and taxes depend on the total declared value of the shipment (product value + shipping cost).

We kindly ask Our customers to stay informed about applicable duties and taxes, as announced by their local authorities.

SECTION 4. ORDER TRACKING

Once Your order is shipped, You will receive a confirmation email containing Your tracking number. The tracking number is also visible in Your customer account. Please allow up to 24 hours for the tracking information to become active.

SECTION 5. DELAYS, LOST OR DAMAGED PACKAGES

Delivery times are estimates. They can shift for reasons outside Our control, such as customs procedures, carrier delays or public holidays.

Until the goods reach You, the risk stays with Us. If a parcel is lost or damaged in transit, that is Our concern and not Yours, even though We have already handed it to the carrier. We will reship or refund. Risk passes to You only once You, or a third party You name other than the carrier, take possession of the goods.

If We are late and, after You give Us a reasonable additional period, We still do not deliver, You may cancel the order and receive a full refund without undue delay. Where no delivery date is agreed, We deliver within 30 days of the contract.

During peak shopping periods, promotional events (including Black Friday and Cyber Monday), or around national and international holidays, delivery times may be longer than estimated due to increased carrier volumes and customs processing.

If Your order arrives damaged or is not delivered within a reasonable timeframe, please contact us at contact@welovepuzzle.ro. To help us investigate the issue, please include photographs of the damage (if applicable), the shipping label or tracking number, and a brief description of the problem.

SECTION 6. RETURNS AND CANCELLATIONS

Returns, cancellations and the statutory Right of Withdrawal (where applicable) are governed by Our Return & Refund Policy. Please read that policy carefully before placing an order.