We have compiled a list of answers to the most common questions.
What products does puzzleYOU offer?
Based on your uploaded image(s) we produce personal photo products. Our product range contains:
- the Photo Puzzle, either with 48, 100, 200, 500, 1000 or 2000 pieces
- the Puzzle Frame, fitting exactly for every size of our photo puzzles
- the Photo Pairs game
- the Puzzle Accessories, such as the Puzzle Conserver "Puzzle Glue" and the Puzzle Mat
What size does the finished puzzle have?
The sizes of our photo puzzles are as following:
48 pieces: ca. 48cm x 36cm
100 pieces: ca. 48cm x 36cm
200 pieces: ca. 48cm x 36cm
500 pieces: ca. 48cm x 36cm
1000 pieces: ca. 64cm x 48cm
2000 pieces: ca. 90cm x 67cm
By means of a frame you can decide the exact cut of your picture. Please note that during production very few millimetres may be lost on the edges of your picture. You should therefore not place any important picture elements there.
What material are the puzzle pieces made of?
Our photo puzzles are being made of the highest quality puzzle cardboard. With the help of the latest digital printing method your photograph is printed on 2.2 mm puzzle cardboard.
What size does the box have?
The dimensions of the puzzle boxes are as following:
What kind of repository should i choose for a finished puzzle?
The safest place for your photo puzzle is where everyone can admire it: on the wall, behind the glass of one of our tailor-made aluminium frames. For more information have a look at our frame page.
How do I frame the photo puzzle?
A detailed description about how to frame your photo puzzle can be find by clicking on one of the following links:
Image files and image quality
Which data formats can be processed?
We process JPG (jpg, jpeg) and PNG formats. Most digital cameras automatically take pictures in the required JPG-format!
Which image resolution is required?
The higher the resolution, the better the picture on your printed photo puzzle. The quality of the print also depends strongly on the resolution of the digital original photo. If your pictures have a minimum length of 1600 pixels on its longest side, this is sufficient for a puzzle of 48, 100, 200 or 500 pieces. This corresponds approximately to a picture taken with a 2 Mega pixel camera. For the puzzle consisting of 1000 pieces we recommend a minimum size of 2500 pixels which corresponds to a 4 Mega pixel digital camera.
After having uploaded your picture, you are taken to the “puzzle composer” where a scale ranking from 1 to 5 stars indicates if the quality of your picture is suitable for the puzzle format you have chosen:
5 stars = excellent resolution
4 stars = good resolution
3 stars = average resolution; Print may possibly be blurred
2 stars = moderate resolution, print will be blurred
1 star = bad resolution, print will be very blurred
Please note that this scale only refers to the resolution of your picture. Image sharpness and general quality of the picture cannot be considered. The larger the photo puzzle of your choice is , the better the image resolution needs to be. A visual inspection of your image will not take place. We do not modify the resolution of your transferred file! A refund due to insufficient quality of the image file can not be processed. Please ensure quality of image before confirming your order.
What is the maximum file size I can upload?
The maximum file size is 80 MB.
Which colour space is required for my photo or graphic?
Please transfer your pictures in RGB or sRGB colour space. sRGB is the standard colour space of most digital cameras. Please also save black and white pictures as a JPG-file in sRGB and not in grey scale.
Will my photo be edited?
No. The photo will not be edited and will be printed exactly according to the image file you transferred to us.
I would like to prepare an exactly fitting file. What dimensions should the file have?
Can colour deviations occur when printing?
Unfortunately, colour differences cannot be excluded due to the individual adjustment of monitors which can differ in brightness, resolution, contrast and colour or resulting from different graphic boards. Colour deviations between your monitor and the finished product are thus possible.
Can I use every possible image I like to create my photo puzzle or photo game?
You are required not to infringe copyrights, trademark rights or other protective rights of third persons. Illegal images are strictly prohibited. Further information can be found in our GTC.
Ordering and payment methods
Can I order more than one photo product at once?
After having put your first product into the shopping cart, you should use the button "Add a further product" to continue ordering. This way you may order several different photo products in one command and save shipping costs. If you would order every photo product separately, you would have to pay full shipping costs for every single product.
How can I pay?
Credit Card/ Debit Card:
We accept Visa and MasterCard. Our payment service will credit your card account immediately after your entered details are confirmed. Data transmission takes place via a TLS-protected connection.
On-line service for secure and easy payment.
SEPA credit transfer:
For clear allocation please indicate the account data stated in the order confirmation, which you will receive via email.
We accept debit cards with Visa Electron symbol.
Where can I redeem a voucher?
In the shopping cart you will find a bar with white space where voucher codes can be entered. After having entered your voucher code, the final amount will be reduced by the value of the voucher. You may redeem only one voucher per order.
Where do I find the invoice to my order?
We do not send the invoice within the parcel. You may download your invoice on your personal status site after the order has been shipped. The link to this status site can be found in the order and shipping confirmation.
Is ordering on-line secure?
We use the TLS-security system (Transport Layer Security) together with a 128 Bit encoding when transferring data. This technology provides for ultimate security and is also used by banks for data protection of on-line Banking. A closed key or lock in your browser shows that your data is encrypted while being transferred.
Is my personal information protected?
We set a high value on diligent handling of your data. Our aim is to ensure you enjoy visiting puzzleYOU and recommend our website in good conscience. Since we are legally bound to publicize in which way we process your data, we explain this in our privacy notice.
Shipment and delivery
Can I have the order delivered to a different address?
Yes, in the address data area you will be able to fill in a delivery address different from the invoice address in order to send the photo product e.g. as a gift to another person. This service is free of charge. Please do not forget to inform the receiver about the parcel. In case the receiver is not available to sign for the receipt of the parcel on working days, please be so kind to fill in an alternative address such as a working address.
What is the delivery time of my order?
The expected delivery date can be found on our homepage below the blue button (Create it here...) and in the shopping cart. DHL/An Post usually delivers the parcel on the 4th or 5th working day after shipping. We will inform you by e-mail and send you a tracking number as soon as the parcel leaves the production department. If you happen to be in a remote area, please note that the delivery might take longer.
Can I check the status of my delivery?
With the transfer of your parcel to DHL/An Post, you will receive an email with your tracking number. With this tracking number you are always able to inquire on about the current status of your order.
The puzzle is meant as a gift, can you speed up my order for this special occasion?
Our process is aligned to deliver as quick as possible. After having confirmed your order, the photo product goes directly into the automated production process. From this moment on, it is impossible for us to take any influence in the production process. We hope that you will understand, that for technical reasons we cannot treat orders in a privileged way. The expected delivery date is always available on our website. Therefore, we would like to advise you to order your gift a few days earlier, to be sure it will reach you in time.
Can I pick up my order in person?
Unfortunately, collection by the customer is not possible.
What are the shipping costs?
Which courier delivers my package?
We send your order with DHL/An Post, the courier with whom we have the most positive experience. DHL/An Post delivers your package quickly and safely.
Withdrawal & Claims
Can I cancel the order of a personalised product?
Unfortunately not. You are not allowed to withdraw from a contract regarding goods which have been manufactured based on your individual specifications. That is why it is important to upload an image with not only at least a 3 stars indication for its resolution, but also an image with a very good sharpness that has been taken with sufficient exposure.
Can I cancel and return puzzle accessories?
As puzzle accessories, such as a puzzle frame, a puzzle mat or puzzle glue, are not personalised items, you can return them to us without any reason. Since the shipping costs for returning the goods are to be borne by the purchaser, you are free to choose the shipping service provider.
Please send the product, quoting your order number, to:
puzzle & play GmbH
Auf der Haide 2
You are welcome to use our withdrawal form.
What do I have to do if I want to complain about something?
If you are not satisfied with your order, please contact our customer service. Ideally, send us a photo of your product.
DHL/An Post is responsible for delivering your package in the right condition. If you have received a damaged or incorrect product, you are obliged to have your complaint confirmed by the delivering DHL/An Post driver. We send wrong delivery and transport-damage declarations immediately to DHL/An Post. Without the drivers confirmation we can not treat the complaint. If you notice the delivery of a wrong puzzle after the driver has left, please contact our service team. We will find a solution and tell you what to do with the parcel.