Missing Pieces Policy

Please read this Policy carefully before submitting a replacement request. Last updated: July 27, 2026

At ENJOY Puzzle, we know that discovering a missing puzzle piece can be every puzzler's worst nightmare. In the rare event that Your puzzle is missing one or more pieces, this Policy explains how Our Missing Pieces Replacement Service works and what You can expect throughout the process.

SECTION 1. ABOUT OUR REPLACEMENT SERVICE

We carefully review each replacement request individually and make every reasonable effort to locate and dispatch the requested replacement pieces. Approval of a replacement request is subject to the requirements set out in this Policy.

While We strive to assist every customer, replacement pieces cannot be guaranteed in every situation due to production limitations, product availability, or other circumstances beyond Our control.

SECTION 2. HOW TO SUBMIT A REQUEST

To request replacement pieces, please complete Our Missing Pieces Replacement Form available on Google Forms:

Submit Replacement Request


You must be signed in to a Google account in order to complete the online request form.

If You do not have a Google account or prefer not to use one, You may contact Us at contact@enjoy-puzzle.com and provide all of the information requested in the form. We will gladly submit the request on Your behalf. The same submission requirements and review process apply to requests submitted by email.

SECTION 3. INFORMATION WE COLLECT

To process Your replacement request, We may ask You to provide certain information, including:

  • Your full name;

  • Your email address;

  • Your phone number;

  • Your shipping address (including street, house number, apartment number if applicable, city, postal code, country, and any other information necessary for delivery);

  • Details about the puzzle (such as the title, product code, batch information, or purchase details, where applicable);

  • Photographs of the assembled puzzle, the missing pieces locations, the puzzle box, and any other images requested in the replacement form.

We collect and use this information solely for the purpose of:

  • verifying and processing Your replacement request;

  • communicating with You regarding the status of Your request;

  • preparing and dispatching replacement pieces;

  • preventing fraudulent or duplicate requests.

We will process and retain Your personal information only for as long as reasonably necessary to review and process Your replacement request, communicate with You, prepare and dispatch replacement pieces, comply with applicable legal obligations, prevent fraud, and otherwise operate Our replacement service. All personal information will be processed in accordance with Our Privacy Policy and applicable data protection laws, including the General Data Protection Regulation (GDPR), where applicable.

SECTION 4. SUBMISSION REQUIREMENTS

To help Us review and process Your replacement request as quickly and accurately as possible, please ensure that:

  • the puzzle has been completely assembled before submitting Your request;

  • You have carefully checked the surrounding area to ensure that the missing piece has not simply been misplaced;

  • the puzzle is an original ENJOY Puzzle product;

  • only one replacement request is submitted for the same puzzle, unless otherwise approved by Us;

  • all instructions, photo guidelines, examples, and requirements provided in the replacement request form are carefully followed;

  • all required information and photographs are complete, accurate, and up to date.

Failure to comply with these requirements may delay, suspend, or prevent the processing of Your replacement request. For example, We may be unable to process a request if the submitted photographs are blurry, incomplete, taken from incorrect angles, do not clearly show the missing-piece location, or if the required information (such as Your name, shipping address, phone number, or puzzle details) is incomplete or inaccurate.

SECTION 5. REVIEW PROCESS AND COMMUNICATION

Every replacement request is reviewed manually by Our team.

After submitting Your request:

  • You will receive an email confirming that We have received Your request.

  • We may contact You if additional information or photographs are required.

  • We may send You updates regarding the status of Your request.

  • Once We have prepared Your replacement pieces for dispatch, We will send You a notification. Please note that this notification does not necessarily indicate the exact date on which Your replacement pieces are handed over to the postal service. While puzzle orders are shipped daily via courier services, international replacement requests are processed, prepared, and dispatched in bulk batches through standard postal services. As a result, there may be a short period of time between the notification email and the actual mailing date.

  • Additional updates may be provided whenever necessary throughout the process.

SECTION 6. CHANGES TO CONTACT OR SHIPPING INFORMATION

If Your contact details or shipping address change after You have submitted a replacement request, please
notify Us as soon as possible by contacting contact@enjoy-puzzle.com.

We will make every reasonable effort to update Your information, provided that Your replacement request has not yet been processed for dispatch.

Once a replacement request has been processed for dispatch, We cannot guarantee that changes to the recipient's name, shipping address, phone number, or other contact information can still be accommodated.

To avoid delivery issues, We strongly encourage You to notify Us of any changes as early as possible.

SECTION 7. PROCESSING TIME

Preparing replacement pieces is a meticulous manual process that requires time, attention to detail, and careful verification.

Because of this, processing times may vary depending on the complexity of the request and current request volume.

Preparing replacement pieces may take several weeks and, in some cases, a few months before they are ready for dispatch.

We sincerely appreciate Your patience throughout this process.

SECTION 8. SHIPPING OF REPLACEMENT PIECES

Replacement pieces are shipped free of charge via standard postal mail from Romania.

Please note that:

  • replacement shipments are sent without tracking – We are unable to investigate or trace deliveries once they have entered the postal system;

  • once the envelope has been handed over to the postal service, it is outside Our control – We are therefore unable to guarantee delivery dates and cannot be held responsible for delays or non-delivery once the envelope has entered the postal system.

International deliveries may take approximately 6-8 weeks, and in some cases even longer. Delivery times
are estimates only and may vary depending on the destination country and the performance of the local postal service.

We kindly recommend checking Your mailbox regularly, as these small envelopes are often delivered without a delivery notice.

SECTION 9. IF YOU FIND THE MISSING PIECES

If You locate the missing pieces before We dispatch Your replacement, please notify Us as soon as possible by email at contact@enjoy-puzzle.com.

We will cancel the request to avoid unnecessary processing and shipping.

SECTION 10. UNFULFILLED REPLACEMENT REQUESTS

If We are unable to fulfill Your request, We will notify You by email and kindly recommend contacting the
retailer or seller from whom the puzzle was purchased so they can assist You in finding the most appropriate solution.

SECTION 11. REPLACEMENT PIECES

Please note that replacement pieces are intended solely to complete the original puzzle. While We make every reasonable effort to provide the correct replacement piece, We cannot guarantee that every replacement piece will be visually identical to the original. Due to manufacturing tolerances or production changes between batches, minor differences in color, finish, or other production characteristics may
occasionally occur. Such differences do not constitute a defect and do not necessarily mean that an incorrect replacement piece has been supplied.

SECTION 12. LIMITATIONS

This replacement service is offered as an additional customer support service and is subject to this
Policy.

It is available exclusively for genuine ENJOY Puzzle products.

We reserve the right to request additional information or proof of purchase where reasonably necessary to verify a replacement request.

We also reserve the right to refuse, suspend, or cancel any replacement request that:

  • contains false, misleading, or fraudulent information;

  • does not comply with this Policy;

  • is submitted repeatedly for the same issue without reasonable justification;

  • appears to abuse or misuse the replacement service;

  • relates to products that cannot reasonably be identified or verified based on the information provided;

  • relates to products that have been modified, altered, or are no longer in their original condition, where such circumstances prevent Us from properly evaluating the request.

Nothing in this Policy limits any statutory consumer rights that may apply under applicable law.

SECTION 13. CHANGES TO THIS POLICY

We reserve the right to update or modify this Missing Pieces Replacement Policy at any time.

Any changes will become effective upon publication on this Website. We encourage You to review this Policy periodically to stay informed of any updates.