Refund policy

We want you to be happy with your purchase. If you have any questions about a return, please contact us at hello@stillpuzzling.com.

30-day return policy

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item should be unused, complete, undamaged, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at hello@stillpuzzling.com before sending the item back, or use the self-service returns option in your order confirmation email or account. We will provide the correct return address and return instructions.

Please do not send items back without first requesting a return, as returns sent without prior approval may not be accepted.

For change-of-mind returns, the customer is responsible for the return shipping cost. If we provide a return shipping label — whether by email or through our self-service return portal — a return shipping fee of 65 SEK will be deducted from your refund automatically. If you choose to arrange the return shipping yourself, we recommend using a tracked shipping service. You are responsible for the item until it reaches us, and we cannot be responsible for returns lost in transit.

Damaged, defective, or wrong items

Please inspect your order when you receive it and contact us as soon as possible if the item is defective, damaged, or if you received the wrong item.

If the issue is due to a damaged, defective, or incorrect item, we will help make it right. In these cases, we will cover the return shipping cost when a return is needed, and no return fee will be deducted from your refund.

EU/EEA right of withdrawal

If you are a consumer in the EU/EEA, you have the legal right to withdraw from your online purchase within 14 days, for any reason and without giving a justification.

The withdrawal period starts on the day after you receive your order. To exercise your right of withdrawal, before the 14-day period has expired, either contact us at hello@stillpuzzling.com and simply tell us in clear terms that you wish to withdraw from your purchase, or start the return directly through your account. We will confirm receipt of your withdrawal notice without undue delay.

After notifying us that you wish to withdraw from the purchase, you should send the item back without undue delay, and in any case no later than 14 days after you told us you wanted to withdraw.

The item should be returned unused, complete, undamaged, and in its original packaging where possible. If the item has been handled more than necessary to inspect it — for example if a puzzle has been opened, assembled, damaged, or has missing pieces — we may reduce the refund to reflect any diminished value.

Refunding your original shipping cost. If you withdraw from your entire order, we will refund the item price together with the standard delivery cost you originally paid at checkout. If you chose a faster or more expensive delivery option than our standard shipping, we will only refund the cost of our standard delivery option.

Return shipping cost. For withdrawals and change-of-mind returns, you are responsible for the cost of returning the item to us, unless we have agreed otherwise, or unless the item is damaged, defective, or incorrect (see above). If we provide a return shipping label — whether by email or through our self-service return portal — a return shipping fee of 65 SEK will be deducted from your refund automatically. If you arrange the return yourself, you'll cover that cost directly with your chosen carrier.

Exchanges

The fastest way to get a different item is to return the item you have. Once the return is accepted, you can place a separate order for the new item.

Gift cards

Gift cards are non-refundable once delivered, unless required by applicable consumer law.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

For statutory EU/EEA withdrawals, we will refund you within 14 days of the day we are informed of your decision to withdraw. We may withhold the refund until we have received the goods back, or until you have provided proof that you have sent the goods back, whichever is earlier.

For 30-day change-of-mind returns, once your return is approved, you will be refunded to your original payment method within 10 business days.

In both cases, it may take additional time for your bank or payment provider to process and post the refund to your account. If more than 15 business days have passed since your refund was approved, please contact us at hello@stillpuzzling.com.