Frequently Asked Questions

Here you can find the answer to some of the most frequently asked questions about our store and its sales conditions. The page will be updated whenever the relevance of new questions justifies it. If you cannot find the answer to your questions here, please contact us.

Question How can I buy?

Browse through the pages of the Puzzle Family online store and find the product(s) you want to purchase and add your favorite products to the Shopping Cart using the Add to Cart button.

Once you have chosen all the products you want to purchase, complete the order by clicking on Checkout, fill in your personal data in a form and select the method of payment. Pay special attention when writing the address.

Review your order and proceed with payment, confirming the order. By selecting the Exit button, at the end of the purchase process, your order is confirmed and you will receive an email confirming your order and the details of the products you are purchasing when you make the payment.

Question Can I cancel the order?

We reserve the right not to accept your order, or cancel it even after its automatic confirmation. The customer can cancel the order, as long as it has not yet been shipped. For that, please contact us.

By submitting the order form, you are accepting the general conditions of purchase, as well as other conditions existing on, through links, including the general terms and conditions of use.

If the products presented are no longer available at the time of checkout, we will notify you within a maximum period of 30 days, proceeding with the refund of payment.

Question Can my order be declined?

Puzzle Family reserves the right not to accept the order or cancel the purchase if it finds that the conditions for carrying out the same do not exist. Such as:

– If the product is no longer available (we will refund your money);

– If the billing information is not correct;

– If the order is flagged by our Security Systems as an incorrect order or an order susceptible to fraud;

– If the order payment transfer has not been received within 5 days of acceptance of your order;

– If we consider that you are under 16 years old;

– If we consider that you are a reseller;

– If there is any kind of error in the price quotation;

– If it is not possible to deliver to the address provided.

All orders submitted by the user are subject to acceptance by Puzzle Family.

Question How can I pay for the order?

You can pay by Ifthenpay (Multibanco Reference), Paypal and MBWAY. VAT has been added to all prices, at the applicable statutory rate where applicable and assuming that the buyer is the final consumer. Prices are detailed in Euros (€ EUR).

Question How do I know my data is protected?

Puzzle Family respects the privacy of users who access and use this website. It uses the most robust security technology among the encryption platforms available, so your payment information will be encrypted from the moment you enter, and will not be stored on a public server. Despite this, the security of information and payments transmitted over the Internet or via e-mail cannot be guaranteed.

Question Where can I receive my order?

Puzzle Family delivers through CTT, Correios de Portugal, in the following countries:

– EUROPE (Germany, Spain, France, Greece, Ireland, Italy, Netherlands, Luxembourg, Poland, except EU islands) – Shipping 15 € – Free shipping over 150 € – CTT (3 to 5 working days)

– Portugal – Shipping €3.95 – Free shipping over €50 – Post Office (2 to 5 business days)

– Portugal Islands – Shipping €3.95 – Free shipping over €50 – CTT (3 to 7 working days)

Any additional fees for customs reasons are the sole responsibility of the customer.

Question How can I take care of my Puzzle Family pieces?

We emphasize the importance of washing and maintenance instructions printed on the labels of each product. Puzzle Family is not responsible for any damage resulting from incorrect treatment of the products.

For us, the quality of all our products is of paramount concern, which is why they are tested in real environments to make sure they are in perfect condition.

Question If I buy today, when do I receive my order?

In all the countries described above, delivery is made through the company CTT, during office hours. We will only deliver an order (always in hand) if the delivery address is a home or office located in one of the countries mentioned above, within a maximum period of 15 days. We do not guarantee this time, in periods of promotions, sales, Christmas and in case of stock outs.

Question Can I return my order?

You have 15 days to return the product, and you must complete the document that follows with the order to facilitate the process and upon presentation of proof of purchase. In addition, you must inform Puzzle Family that you will make a return in the area of the site dedicated to returns. To make a return request for an order, you must:

Log into your account, go to the “Orders” section and select the respective order and click on Return and follow the steps indicated.

For returns from Portugal you can send via CTT by Regular Mail. Returns from the rest of Europe must be sent by registered mail.

No exchanges of numbers or sizes will be made. To avoid errors, please refer to our measurement chart

Question My order came defective, can I return it?

Due to the strict quality control in our confections, it is very difficult for one of our products to be damaged or defective. However, if this happens, and it is a manufacturing defect or a deviation from the specifications presented, the amount associated with that purchase will be refunded and the postage costs on that return will be guaranteed.

Question Can I return an offer or gift card?

It is not possible for a person who received a product as a gift from another person to return it. In this case, to proceed with the return, you must contact the person who purchased it, so that he/she will proceed with the return with proof of purchase. Money loaded on gift card is not refunded.

Question How can I contact customer support?

For additional information or for further clarification, please contact us at the email address [email protected] or through the phone (+351) 968 806 801.