Terms of Service
Last updated: July 2026
These terms apply when you use the Puzzellawebsite and order personalised puzzles from us. By placing an order you agree to them. They don't affect your statutory rights as a consumer.
Ordering
You can order as a guest or with an account. When you place an order you're making an offer to buy; a contract is formed once we confirm your order by email. We may decline or cancel an order — for example if an item can't be produced or a pricing error occurs — and if you've already paid, we'll refund you.
Your content
You confirm that you own, or have permission to use, any image or text you upload, and that it doesn't infringe anyone's rights or break the law. You keep ownership of your content; you grant us permission to use it only to produce, fulfil and support your order. We may refuse to print material that is unlawful, offensive or infringes the rights of others.
Pricing and payment
Prices are shown in pounds sterling and range from £24 for a 30-piece puzzle to £40 for a 1000-piece puzzle. Delivery is charged once per order, based on the largest puzzle in your basket (£1.99 for 30–252 pieces, £2.99 for 500 pieces and £3.99 for 1000 pieces). Payment is taken securely at checkout through our payment processor. Any discount codes are subject to their own conditions and can be withdrawn at any time.
Production and delivery
Every puzzle is personalised and printed on demand. Production typically takes 2–4 working days, after which UK delivery usually takes a further 2–4 working days. Timescales are estimates, not guarantees. We currently deliver within the United Kingdom only.
Changes and cancellations
Because each puzzle is personalised and made to order, production starts soon after you order. Contact us as quickly as possible if you need to change or cancel, and we'll help if your order hasn't yet gone to print. Once production has started we can't change or cancel an order. As the goods are made to your specification, the usual right to cancel personalised items doesn't apply — except where an item is faulty or not as described.
Our happiness guarantee
We stand behind every puzzle. If your order arrives damaged, defective, with missing pieces, or the print is not as described, contact us within 30 days of delivery and we'll reprint or refund it. This is in addition to, and does not affect, your statutory rights.
Accounts
If you create an account, you're responsible for keeping your login details secure and for activity that happens under your account. Let us know straight away if you think your account has been used without your permission.
Our liability
We don't exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence or for fraud. Otherwise, our liability in connection with an order is limited to the amount you paid for that order, and we aren't liable for losses that were not reasonably foreseeable.
Changes to these terms
We may update these terms from time to time. The version that applies to your order is the one in force when you place it. We'll revise the “last updated” date above when we make changes.
Contact and governing law
Questions about these terms? Email hello@puzzella.co.uk. These terms are governed by the laws of England and Wales, and disputes are subject to the courts of England and Wales.