Faq section

Registration, Manage my profile

How can I register?
You can register for free HERE.

I just registered but I cannot access my profile.
If you have troubles accessing your profile, please make sure:
- You have received the email confirming your registration. Also check in your Spam folder
- You have entered your email address correctly during registration.
- You have entered your password correctly.

How can I receive your newsletter?
If you are not registered yet you can find at the bottom of this page the section "Newsletter", where you can enter your e-mail address in order to be the first to receive our promotional and product updates.

If you are already registered and you have unsubscribed or do not receive our newsletters any more, please send us an email by clicking HERE to ask to be reinserted into the list.

I have forgotten my password
If you've forgotten your password, go to our LOGIN and click on" Forgot Password?". You will need to make a new password directly on the page. To confirm the new password, you must click on the link sent to you via email.

Can I change my shipping address?
Yes, but only if the order hasn’t been shipped yet. Please in case of changes contact us asap so that we can check of we can satisfy your request. Please remember that any changes to your order may result in delays to the estimated delivery date.

Return Policy

I do not like an item, can I return it?
Yes, you have the opportunity to return incorrectly despatched, damaged or faulty items defect items within 10 days of receiving your order.

How to return an item?
Please contact us in advance. All items within the package should be returned in their original packaging with labels/tags intact - except for items where packaging or labels were not provided.

Make a copy of your original packing receipt highlighting items being returned or exchanged and put it inside your return package/packet.

Alternatively insert a note giving full details of: name on your account; order number; items from given order being returned; address for any exchanges to be sent and relevant refund/exchange instructions.

Packages/packets may be delayed or rejected/not processed if the received package/packet cannot be identified by details provided within the package/packet.

Our returns department will inspect all goods on return and all refund/exchange requests will be processed within 14 working days of receipt of your returned package/packet.

Please retain a valid receipt, including tracking number, in case any parcels are lost in transit.

Any non-delivery cases will not be valid without this receipt. It is your responsibility to open a claim with your selected courier for any packages/packets lost in transit.

At what point can I make a returns request for my order?
Returns of incorrectly despatched, damaged or faulty items defect items may be requested within 10 days of receiving the items.

Where do I send items to be returned?
You will be sent an email with the address of where to send the items to be returned.

Can I change my item?
No, It is not possible to change your item. As soon as the product gets returned a credit note will be issued.

Payments, refunds, extra discount codes

How can I pay?
In the moment we only offer Bank Transfer Payment and Credit Card Payment. We will soon expand our payment methods to other options. If you prefer other payment method, please contact us  

NOTE: The order is confirmed upon receiving your payment. With a bank transfer it usually takes 3 business days. Please send a copy of the bank transfer by email to info@puzzlebrands.com to be sure that we will proceed with your order asap.

Can I get a discount on my order?
Products offered at puzzlebrands.com are already with significant discounts, but for large scale purchases you could contact us to discuss if we could offer you even more preferential conditions.

Shipping & delivery terms

How much is the shipping cost?
We offer to our customers three different shipping options:

  1. Standard Delivery by PUZZLE BRANDS:  In this case we will use the shipping company we usually work with and apply our shipping rates. Please note that these are very competitive prices due to the large volume of orders we handle.

  2. I will organize my own pick-up/delivery: In this case you will decide how to pick up your order. Once the order is ready in our warehouse, we will contact you to inform about the order details (number of boxes or pallets and weight).

  3. Please, I want a quotation for pallet shipping: We offer this options only for orders up 1000€. In this case, once the order is ready we will contact you with the price we have negociate with the transport company for your order and you will accept it or not

What are the delivery times?
Orders are given to the courier within 24/48 hours after receiving your payment.

In Europe delivery times vary based on the final destination: From 3 to 7 working days. Shipment tracking is available using your account in the "My Orders" section after you get a notification that the order has been shipped.

Can I organize item collection?
Yes, click on "I will organize my own pick-up/delivery" when completing your order. After receiving your payment, when the order's status is "ready" we will provide all the necessary information for its collection.

New order, Modify or cancel an order

How to make an order?
Please add the items you would like to purchase to the cart and consider the minimum order value of 250 EUR for EU.

Do the prices in the catalogue include VAT?
VAT is not included in any of the prices found in the catalogue. VAT will be added to your order total at the end of the process.

I have a EU valid VAT number. What is going to happend with the VAT?
When you introduce your VAT number, we will check if it is a valid VAT number and VAT will be not charged for products, only for shipping. If your VAT number is valid and we are charging the VAT in your invoice, please contact us in info@puzzlebrands.com

I'm buying from a Non EU Country. What happens with theVAT? 
We will charge the Bulgarian Tax Rate (20%). Once you provide us the export documents we will return the VAT to you.

The cost of shipping has not appeared automatically, what should I do?
Please contact us to get a shipping quote.

I cannot complete my purchase, how come?
Check that the order minimum of €250 has been reached for shipments within Europe for shipments outside the EU.