Shipping policy
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), the United Kingdom (UK), Canada (CA), and the United States (US) — plus other countries that will be added in the future.
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.
- Preorder/7-10 Working Days Availability – If an order contains at least one preordered item, the entire order will be shipped once that item becomes available. The 7-10 Working Days Availability label shown on the product page indicates when the item is expected to arrive at our warehouse. After that, please add the shipping times mentioned in this policy (depending on the selected method: Standard or Express, and the destination country).
Customers with orders containing preorder items will be notified by email about those products, and also when their orders are ready to ship.
Shipping Costs, Methods 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 method.
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.
Taxes, Duties and Import Fees
We are not responsible for local taxes or import fees.
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.
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.
Delays, Lost or Damaged Packages
We are not liable for shipping or delivery delays. All delivery times are estimates only and are not guaranteed.
We are not responsible for delays caused by carriers, customs, or events beyond our control. Once the order is transferred to the shipping carrier, title and risk of loss pass to the customer.
If your order arrives damaged or fails to arrive within a reasonable timeframe, please contact us at contact@welovepuzzle.ro so that we can assist you. When reporting a damaged package, please include: photos of the damage, the shipping label/tracking number, a brief description of the issue.
Returns and Cancellations
Returns and cancellations are subject to our Refund Policy. Please read this policy carefully before placing an order.