Help Center
shipping
How will my package be shipped?
We ship your order with DHL or Deutsche Post.
When will I receive my order?
As soon as your package is on its way to you, you will receive a shipping confirmation by email. It also contains your tracking number, which you can use to track the status of your shipment at any time. Your shipment will usually arrive within 5-8 working days.
How much is the shipping?
The shipping costs are 3.75 EUR. For orders to Germany and Austria with a goods value of EUR 29.00 or more, you do not have to pay any shipping costs.
Do you offer express shipping?
Unfortunately, we do not currently offer express shipping. However, we are working on it to be able to offer you the fastest possible shipping soon.
payment
Which payment methods are offered?
You can currently pay via PayPal, credit card, Klarna and Sofortüberweisung. We are working on being able to offer you additional payment methods soon.
Are my payment and private information secure?
Both the payment process and data transmission are carried out using SSL encryption and are therefore protected and secure.
Returns
How do I return an item?
You have the option to return an item to hansepuzzle within 30 days of receiving the shipment. Please make sure to put sufficient postage on the package and enclose the return slip with the shipment.
The item must be undamaged and resalable.
To return an item, print out the required return form, fill it out completely and enclose it with the shipment.
When will I receive a refund for my return?
You will receive the refund within seven working days after checking the shipment.
claim
Is your item defective or damaged? We're sorry! To review your complaint, please send us an . We will then contact you and initiate a refund.
Can I exchange an item?
If you don't like a motif or would like a different size, you can order the relevant item directly from the online shop. You can return items that you did not like as usual.
Contact
How do I get in touch?
Send us an email to hilfe@hansepuzzle.com.