Missing piece(s)

Dear Customer,

We are very sorry that a piece of your new puzzle is missing. If you have a HEYE Jigsaw puzzle (new product) with a missing or damaged piece, we will replace it with a bag of pieces of the same puzzle. We DO NOT replace a single missing piece only.

Due to the large number of donated, shared, and yard sale puzzles, is this policy limited to new puzzles and current titles in stock.

This guarantee does not cover puzzles damaged by household accidents or events. All requests will be processed within 30-60 business days.

Please be aware that we will need a picture of the puzzle, copy of the receipt of purchase and the production code (which is on the plastic bag of the puzzle pieces).

Note, sometimes puzzles are out of stock and we may need to wait weeks for it to replenish.

Thank you for reaching out to us, we look forward to serving you!

  • Printed on the side of the box underneath article number and title.

  • There are 3 ways to determine the production code. Please note that there can be up to three different production codes for one puzzle. The specification of one of them is sufficient.

    1. You can find a production code is on the plastic bag. For Rosina Wachtmeister jigsaw puzzles, the production code can only be determined via this variant.

    2. A production code is located above or next to the EAN code on the bottom of the box.

    3. A production code is printed on the inside of the box bottom or box lid.

  • The date is printed on the plastic bag. If the bag is no longer available, please use the year next to the copyright sign on the puzzle box (here © 2021 Athesia).

  • *

  • AB 
  • This information is for quality improvement purposes only. Unfortunately we cannot replace individual parts.

  • Max. file size: 5 MB.
  • A proof of purchase is a requirement for the refund of a puzzle. This must not be older than two years. Please photograph or scan it and upload it here
    Max. file size: 5 MB.
  • * = mandatory

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